Shop Policies
We do not take returns or exchanges.
Please double check (triple check) your cart and items before checkout, we do not accept returns or exchanges other than for damaged or incorrect items. We do not accept returns or exchanges due to incorrect sizing. If you are having trouble reading the sizing chart, please feel free to email us.
If you shop in person at our Virginia storefront and discover damage to an item you purchased, you must return to the shop, or contact us within 24 hours (Excluding Mondays) to arrange a replacement or store credit.
Store Phone: 757-231-6868
Damages and issues - Online Orders
PROCESSING & SHIPPING TIMES
Some of our products ship from the Novel Grounds office in the US, and others from a fulfillment center. Please note, some orders may be sent in multiple shipments. All Stickers, Prints, and Novel Notes ship from the US and are sent USPS First Class. International Print/Sticker Packages do not have tracking.
CLOTHING CARE INSTRUCTIONS
Our Items are made with a direct-to-garment (DTG) printing technology, it uses high-quality inks that won't fade for a long time if taken care of properly.
Keep in mind that the original manufacturer's care instructions don't take into consideration the DTG printing process. So we suggest following the care instructions here to learn how to take care of your printed garments properly.
Printed apparel can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colors. Use non-chlorine bleach only when necessary. You shouldn't use any fabric softeners or dry-clean the items.
DTG-printed apparel can be tumble-dried on a low cycle, but hang-dry works best. When it comes to ironing, use cool iron inside-out. Don't iron the print.
Follow these instructions carefully to avoid fading and cracking of the print, and shrinking the garment that can occur if you wash or dry it on a high setting.
CONTACT US:
If you have a problem with your order, please email us at info@novelgrounds.com or reply in the contact form below and include your order number in the subject.
Please keep in mind that the majority of our shipping is automated and as such, the customer is responsible for entering in the full correct mailing address at checkout. If you make a mistake please contact us ASAP. If your order has not been shipped, we will do our best to update the shipping details, otherwise your order will go out as it was entered. Please double check.
Packages that are returned to us for an insufficient address will be issued as a store credit to the customer, minus any shipping costs. Reshipping costs will be the responsibility of the customer.
** Due to extensive amount of lost packages, we are no longer sending out replacement packages if a claim is not filed. USPS requires a 30 day no-movement period before a claim can be filed. Once a claim is filed we will issue a credit or replacement products at our discretion**
**Novel Grounds is not responsible for stolen packages and they will not be refunded or replaced. Please contact your local post office if this happens and coordinate with them on next steps. We recommend you file a help request form with the USPS. Once your package leaves us, it is out of our control and we can only go by the tracking details provided.**
IF YOU HAVE ANY QUESTIONS THAT HAVE NOT BEEN ANSWERED HERE PLEASE EMAIL US AT INFO@NOVELGROUNDS.COM OR FILL OUT THE CONTACT FORM.