Help Center

Orders & Shipping

Orders

Shipping

Packaging

Orders

  • Can I order NovaTomato products for myself?

Definitely! In fact, we strongly encourage you to order samples for yourself to make sure the product quality meets your expectations.

You can select a product from the “Product” list and then click “Start Designing”. Once your design is finalized, press the “Add to Cart” button. After payment is completed, your order will be sent to production and then shipped to you directly.

  • How do I check the order status?

From your Dashboard, you will see your order history under “Orders”.

When you click on a specific order, you’ll see the details, including the order status. The different status includes:

  • Unpaid: The order has been confirmed but not yet paid.
  • Processing Payment: Payment is being processed. Please note: if payment is not completed within 30 minutes, the payment request will be canceled automatically, and the order status will change back to Unpaid.
  • Paid: The order has been paid.
  • Canceled: The order has been canceled.
  • In Production: The order has been sent to production.
  • In Transit: The order has been shipped out. You can check the shipping details, including the courier and tracking number, after clicking the order number.
  • Delivered: The order has been delivered to its destination.
  • How do I edit or cancel orders?
Cancellation

Orders can be canceled if they have not been sent to production. You’re able to do this yourself from your NovaTomato Dashboard>Orders. If you’ve already paid, you’ll receive a full refund.

If the order has been sent to production, it cannot be canceled due to our make-to-order business model, where each product is customized with your design.

Please be aware that the production process is automatic, and once the process has started, it cannot be stopped at any point. For specific cases, please reach out to our Customer Care for help.

Editing orders

You are free to make any edits before you click to pay. There are three other scenarios based on the order status:

Unpaid or Processing Payment: Products can’t be edited. You need to place a new order.

Paid: You need to cancel the order, and you’ll receive a full refund. Then, when you have finished editing, you need to place a new order.

In Production: No edits are allowed due to the automatic production process. The order can’t be canceled either due to our make-to-order business model.

Orders can’t be edited after being shipped.

Shipping

  • What does "dropshipping" mean?

Dropshipping is an order fulfillment method that doesn’t require a business to keep products in stock. This means you don’t have to deal with any product inventory, finding reliable manufacturers, or wait in line at the post office to deliver packages.

Any orders your customers make will go directly to our manufacturing suppliers and then be shipped directly to them. With zero stock to manage, you can focus on the fun parts of your business.

  • Which countries/regions does NovaTomato ship to?

Shipping is currently available to mainland United States, including the states below. Please check to see if we currently ship to your area:

Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, MontanaDistrict of Columbia, , Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.

The deliverable countries/regions may be subject to change periodically. Worldwide shipping will be available in the near future. Please stay tuned with us for upcoming updates.

  • What are NovaTomato's delivery options?

We currently offer Express shipping and Priority shipping.

If you place an order directly from NovaTomato, you can select the shipping method during the checkout process.

For the orders from the online stores you can set up your preferred shipping method from Dashboard>Setting>Profile. After the shipping method has been changed, orders from your store will be shipped with your selected shipping method. As a default, we ship out orders from your store with our Priority shipping.

  • How do I set up the shipping rate?

Please note: To charge the delivery fees to your customer, you need to set up the shipping cost option within your account on the sales channels section.

For NovaTomato, the delivery fee is calculated on the weight of the products, size of the package, shipping destination, shipping methods, etc.

You are able to calculate the shipping cost of the product on the product page, then click Shipping info>Shipping price.

Shpping

If you order multiple products, you may calculate the shipping costs when you add them in the cart for check out.

  • How can I change the shipping address?

Changing the shipping address within the same country is only eligible before shipment. You can reach out to our Customer Care if the shipping address has to be changed. Please note, if additional shipping fees are incurred, you will need to pay them prior to changing the address.

Please double-check the shipping address before placing an order, and remind your customers to do so as well, as we can't guarantee we’ll be able to successfully implement the changes before our supplier ships the package.

For assistance, please reach out to our Customer Care.

  • Will all the items in the same order be shipped in one package?

When possible, multiple items are shipped in one package (depending on product size, weight, and other factors).

Items may be shipped separately if they are fulfilled by different suppliers. In both situations, you will be able to find the shipping information of each package in your Dashboard>Orders.

  • What is the estimated delivery time?

The estimated delivery time predicts when the order will be shipped from the manufacturing supplier to the customer. The estimated delivery date is an estimate of when the order will reach the customer’s doorstep.

The estimated delivery time includes order production time and shipping time. On average, it takes 5-7 business days to produce the order, and shipping takes between 3~5 business days for Express shipping and 6~9 business days for Priority shipping. During peak times (such as the holiday period), production and shipping times may be longer.

The estimated delivery time is calculated according to the weight, volume, and destination address. While we try our best to provide accurate estimated delivery dates, certain circumstances may affect delivery time.

If you have any questions or issues about shipping and delivery, please contact our Customer Care.

  • Can I see when an order is shipped?

After the order is shipped out, you can check the delivery information of the order in the “Orders” , including the shipping service provider and a tracking number.

  • How can I track my order?

After the order is shipped, you can check the delivery information of the order in the “Orders” , including the shipping service provider and a tracking number.

  • Why is there no updated delivery information with my tracking number?

If your order’s estimated delivery time has passed and the order still hasn’t been received, you may trace the package to see the order’s whereabouts.

If the package has arrived in the same city as its end destination, it should be delivered within the next 1-2 days.

Please allow a few days for the delivery time, as it may be delayed due to unforeseen circumstances. Due to this, please keep in mind tracking may not be updated by the delivery provider.

If you have any questions or concerns regarding the order delivery, please contact our Customer Care. Please include the order and shipment number in the message.

  • What if an order gets lost in the mail?

For packages lost in transit, please contact our Customer Care no later than 30 days after the estimated delivery date to help locate the package.

We also suggest contacting the local postal services with your tracking number to help resolve the issue quicker.

If the package is confirmed lost due to an error made by the shipping carrier, we'll cover the costs of reprinting and shipping a replacement order for you.

Packaging

  • What does the packing slip look like?

Each packing slip shows the shipping address, order date, order number, and product information.

Your logo will be printed on the slip if you uploaded one via Dashboard>Branding. If no logo is uploaded, then the NovaTomato logo will be used.

  • What price is shown on the packing slip?

The price is not displayed on the packing slip, nor any part of the package.