Shipping Enquiries

We are here to help and provide a 100% Shipping guarantee on all valid delivery addresses. We have your back and ask for your patience as we work out if your parcel has been lost, delayed or damaged. 

Novoglan provides a highly reliable shipping service using partners from Startrack express, Australia Post, USPS, Royal Mail, DHL, UPS, Fed Ex and many others. The parcel shipping service is over 99% reliable. 

We do all we can to work with our shipping partners to get your order  to you as fast as is reasonably possible. Where tracking is available we also use tracking. This allows us and you to track your parcel and have a good idea of when it is about to be delivered. 

Currently all shipments to all countries originate in  our warehouse in Sydney Australia. Thus all shipments to countries outside of Australia require goods to pass through both Australian customs and your own country customs service. If your address details are not 100% accurate customs can reject the order as they often cross check against their mailing address databases. Please make sure your full shipping address i 100% correct. 

From time to time an order is delayed, damaged or lost. This occurs in less than 1 in 100 cases. If you believe your parcel has been delayed, please contact us at customer.service@novoglan.com and let our team know of your concern. We will open an investigation into your enquiry. Once we receive such an enquiry our team will send an enquiry to our shipping partner asking them to identify where the package is and whether it is delayed or not. Most often, that is greater than 99% of the time the goods are enroute and are delivered withing the shippers standards shipping ETS from 4 to 15 days (typically). On rare occasions the goods have been received by the shipper but not scanned - that usually means either the goods are damaged (usually the label) or the scanning equipment missed the item. Either way, this usually means that we will reship the item at our cost, once it is confirmed to have been lost or damaged. 

We provide a 100% shipping guarantee. If you have provided the correct address we will guarantee that we will deliver or refund your money if for some reason we are unable to deliver to valid address and accessible address. 

We ask that once an enquiry is open, please only use the email communication and make sure your order # is on top in the subject line. When customers leave multiple messages on the customer support phone service it can cause confusion and lead to delays, so please use the customer.service@novoglan.com email to follow up your shipping enquiry.  

We are here to help and want to make sure you get your product and can start your treatment ASAP. Please be patient as we work through the shipping issue as it can take a few days for the shipper to investigate and respond. One way or the other we will get your order to you. 

For help with tracking - we recommend in addition to checking the Australia Post tracking service, you should use your local mail parcel service tracking as thi usually has the most uptodate status and you can register your mobile phone or email to get updates in most countries :

eg www.usps.com www.royalmail.co.uk etc.

Kind regards

Novoglan Shipping Team