Help Center
Answers,
before
you need them.
Clear guidance for a smoother global journey.
01
Orders & Payment
16 articles
Everything about placing and managing your orders.
Which websites can I shop from?
At the moment, novoGlobal supports purchases from Taobao, Weidian, and 1688. We are working on adding more popular Chinese online shopping platforms in the future.
Do I need to register on Taobao, Weidian, or 1688?
No, you do not need to create an account on these platforms. Simply find the items you like, copy the product link, and paste it into the search bar on novoGlobal.
You can also search directly on the novoGlobal website. Enter the item you are looking for in the search bar, and we will show available products from Taobao, Weidian, and 1688.
You can also search directly on the novoGlobal website. Enter the item you are looking for in the search bar, and we will show available products from Taobao, Weidian, and 1688.
Can I purchase any item?
Most items from Taobao, Weidian, and 1688 can be purchased through novoGlobal. However, some products may be restricted or prohibited because of shipping regulations, customs rules, or airline safety requirements.
Before placing an order, please check our Prohibited Items page. If you are unsure whether an item can be shipped to your country, contact our Customer Service team and we will be happy to help.
Before placing an order, please check our Prohibited Items page. If you are unsure whether an item can be shipped to your country, contact our Customer Service team and we will be happy to help.
How do I place an order?
Send us the product link, or the item details if there's no link, along with size, color and quantity. Our purchase service is completely free — we place the order on your behalf at no extra charge.
Can I order from several sellers in one shipment?
Yes. We can receive items from different sellers at our warehouse, combine them into one parcel, and ship them together internationally.
What payment methods do you accept?
We accept Visa, Mastercard, Discover, Diners Club, Apple Pay and Google Pay.
Can I pay using my novoGlobal wallet balance?
Yes. You can use your available novoGlobal wallet balance to pay for eligible orders and services on the platform.
How long does it take for novoGlobal to purchase my order?
We usually begin purchasing your order within one hour after it is placed and paid for.
Can I cancel or change my order after payment?
You can request a cancellation or change within one hour after placing your order. After this time, the order may already be in the purchasing process, so cancellation or changes cannot be guaranteed.
What happens if the item is out of stock?
If the seller confirms that your item is out of stock, you will receive a full refund to your novoGlobal wallet.
When will my payment be confirmed?
Payments are confirmed within a few minutes of checkout. You'll see an updated order status and receive a confirmation once it clears.
Why was my payment declined?
Declines are usually due to card limits, incorrect billing details or your bank flagging an international charge. Try again or contact your card issuer, or use an alternative method from our accepted list.
Can I request a price adjustment?
If a price changes before procurement begins, let us know and we'll do our best to accommodate it. Once the one-hour procurement window has passed, the order is locked in at the original price.
Will I be charged in my local currency?
Your card issuer will convert the charge to your local currency at checkout, using their standard exchange rate. We display estimated totals in your selected currency for reference.
How do I get an invoice?
An invoice is generated automatically for every order and is available from your Order History in your account at any time.
02
Warehouse & Inspection
10 articles
Storage, inspection and consolidation in one place.
What happens when my order arrives at the warehouse?
Every parcel is logged, weighed and matched to your order the moment it arrives, then made available in your account for inspection or consolidation.
What is included in the Quality Check? Is it free?
Yes. A basic Quality Check is included free of charge for every item received at our warehouse. You will receive three QC pictures showing the front, back, and packaging of your item.
If you need more pictures or would like us to check specific details, you can add an additional QC service through the Additional Services page for an extra fee.
If you need more pictures or would like us to check specific details, you can add an additional QC service through the Additional Services page for an extra fee.
Can I get more QC pictures?
Yes. You can request additional Quality Control pictures by adding the relevant Additional Service to your order. This service is available for an additional fee.
For full details and pricing, please visit our Additional Services page.
For full details and pricing, please visit our Additional Services page.
What should I do if the QC pictures show the wrong item or damage?
Please contact our Customer Service team as soon as possible, before submitting your parcel for international shipping. We will review the issue and help arrange a return, exchange, or refund with the seller.
What if an item is damaged or missing?
Report it from the item's page in your warehouse inventory. Our Compensation & Protection Policy covers items damaged or lost while in our care — see the Returns & Refunds section for full details.
Can I consolidate multiple orders?
Yes — select the items in your warehouse and request consolidation into a single shipment. Our packing service is CNY 8 per order, helping reduce your overall shipping cost.
Can you remove original packaging to reduce shipping costs?
Yes. You can request packaging removal through our Additional Services. This may help reduce the parcel’s volume and international shipping cost. Please note that removing original packaging may reduce protection for some items.
Can I request special packing for fragile items?
Yes. For fragile items, we recommend adding special protective packing through our Additional Services. Our warehouse team will use suitable materials to provide extra protection during international shipping.
How long can I store my items?
Storage is free for the first 30 days. From day 31 onward, a fee of ¥0.5 per item is charged for each day of storage.
Are there any storage fees?
Storage is free for the first 30 days. After that, a fee of ¥0.5 per item is charged for each additional day of storage.
03
Shipping & Tracking
8 articles
From China to your door, with clear updates.
What shipping methods are available?
We offer standard and express international shipping. Same-day dispatch applies whenever your parcel is approved and international shipping is paid before 13:00 Saudi Arabia time.
How much is shipping?
There are two types of shipping costs:
1. Domestic shipping in China
This is the delivery fee from the seller to our warehouse in China. It is set by the seller and shown when you purchase the item. The cost usually depends on the item type, size, weight, and the seller’s location.
2. International shipping
This is the delivery fee from our warehouse in China to your destination. The final cost can be calculated once your items have arrived at our warehouse, have been confirmed, and are ready for international shipping payment.
1. Domestic shipping in China
This is the delivery fee from the seller to our warehouse in China. It is set by the seller and shown when you purchase the item. The cost usually depends on the item type, size, weight, and the seller’s location.
2. International shipping
This is the delivery fee from our warehouse in China to your destination. The final cost can be calculated once your items have arrived at our warehouse, have been confirmed, and are ready for international shipping payment.
How can I estimate my shipping cost?
You can estimate your shipping cost on our website using the Freight Estimator. Simply enter your parcel details, such as destination, weight, and dimensions, to see an approximate delivery cost.
If you have any questions or need help using the calculator, please contact our Customer Service team. Send us a message and we’ll gladly help you estimate your shipping cost.
If you have any questions or need help using the calculator, please contact our Customer Service team. Send us a message and we’ll gladly help you estimate your shipping cost.
How long does shipping take?
Delivery to Saudi Arabia and the UAE takes 5–9 working days. Delivery to Oman, Bahrain, Kuwait and Qatar takes 6–10 working days.
How do I track my package?
Once your parcel has been dispatched, you can track it from your novoGlobal account. Your tracking number and the latest delivery updates will appear automatically as your shipment moves through each stage.
Can I change my shipping address?
Yes, as long as the parcel hasn't been dispatched yet. Update it from your order details, or contact support if it has already shipped.
Are there any customs fees?
Many countries charge customs duties and Import VAT on goods entering the country. Customs clearance is the process of preparing your shipment for entry, while customs duties and Import VAT are government charges that may apply.
With novoGlobal, these fees are already included in your international shipping calculation. You simply pay the international shipping cost shown for your parcel—no separate customs payment is required.
With novoGlobal, these fees are already included in your international shipping calculation. You simply pay the international shipping cost shown for your parcel—no separate customs payment is required.
What if my package is delayed?
Delays can occasionally happen due to customs clearance, carrier operations, or busy shipping periods. If your tracking has not updated for an extended time, please contact our Customer Service team. We will check your shipment status and help you with the next steps.
04
Returns & Refunds
13 articles
Returns, protection and claims made clear.
What items are eligible for return?
Returns can be requested after your item arrives at our warehouse. Eligibility depends on the seller’s return policy and whether the item is in its original, unused condition.
Please note that personalized items, perishable goods, and items marked by the seller as non-returnable may not be eligible. The customer is responsible for the return shipping cost to the seller.
Compensation & Protection Policy
Your order is protected while it is being purchased and stored at our warehouse:
• If an item is out of stock, you will receive a full refund.
• If an item is lost while being purchased or stored in our warehouse, compensation is available up to 7,000 RMB.
• For international shipments, compensation for loss depends on the protection option selected: up to $100 without insurance or up to $500 with insurance.
• If your parcel arrives damaged or with an issue, please report it within 48 hours of delivery and provide an unboxing video as evidence.
Once approved, compensation or refunds will be added to your novoGlobal wallet.
Please note that personalized items, perishable goods, and items marked by the seller as non-returnable may not be eligible. The customer is responsible for the return shipping cost to the seller.
Compensation & Protection Policy
Your order is protected while it is being purchased and stored at our warehouse:
• If an item is out of stock, you will receive a full refund.
• If an item is lost while being purchased or stored in our warehouse, compensation is available up to 7,000 RMB.
• For international shipments, compensation for loss depends on the protection option selected: up to $100 without insurance or up to $500 with insurance.
• If your parcel arrives damaged or with an issue, please report it within 48 hours of delivery and provide an unboxing video as evidence.
Once approved, compensation or refunds will be added to your novoGlobal wallet.
How do I start a return?
Open the order in your account and select "Start a Return." Tell us the reason and attach photos if the item arrived damaged or incorrect.
How long do I have to request a return?
Return requests must be submitted within 14 days of delivery, or within 7 days of identifying an issue covered by our Compensation & Protection Policy.
Who pays for return shipping?
If the return is due to our error — wrong, damaged or defective item — we cover return shipping. For change-of-mind returns, return shipping is the customer's responsibility.
How long does a refund take?
Once your refund is approved, it will be processed and added to your novoGlobal wallet within 7–10 working days, regardless of how you paid for the order. You can follow the refund status in your account.
Where will my refund be sent?
All approved refunds are credited to your novoGlobal wallet, regardless of how you originally paid for the order. You can view your available balance and refund history in the Wallet section of your account.
If you would like the money back on your card, you can withdraw your wallet balance by selecting Withdraw in the Wallet section.
If you would like the money back on your card, you can withdraw your wallet balance by selecting Withdraw in the Wallet section.
What if I received a defective item?
Report it with photos within 7 days of delivery. It's covered under our Compensation & Protection Policy and you can choose a replacement or a refund. Refunds are credited to your novoGlobal wallet.
Can I get a partial refund?
Yes, for orders with multiple items where only some are affected, or for minor issues that don't require a full return — our team will confirm the amount with you first. The refund is credited to your novoGlobal wallet.
How do you handle lost return packages?
If a return package is lost in transit back to us, keep your proof of shipment — we'll open a carrier claim and, once the loss is confirmed, credit your refund to your novoGlobal wallet.
Will I be refunded for shipping fees?
Original shipping fees are refunded to your novoGlobal wallet when the return is due to our error. For change-of-mind returns, original shipping fees are non-refundable.
Can I exchange an item?
Exchanges are available for size or color when stock allows. Start a return and select "Exchange" to let us know what you'd like instead.
What if a seller refuses the return?
Our Compensation & Protection Policy applies regardless of the seller's individual return policy for issues on our side — reach out to support and we'll take it from there.
How will I know when my refund is issued?
You'll get a notification and an email the moment your refund is added to your novoGlobal wallet. You can see the amount and your refund history in the Wallet section of your account.
05
Account & Billing
7 articles
Your profile, payments and account settings.
How do I create an account?
Select "Sign Up," add your email and a password, and verify your email address. You'll be ready to place your first order right away.
Can I update my personal information?
Yes — go to Account Settings to update your name, contact details and shipping addresses at any time.
How do I change my password?
In Account Settings, select "Change Password," enter your current password and choose a new one.
What payment methods can I save?
You can securely save Visa, Mastercard, Discover or Diners Club cards for faster checkout. Apple Pay and Google Pay are available at checkout without needing to be saved.
Can I withdraw money from my wallet?
Yes. You can withdraw your available wallet balance by selecting Withdraw in the Wallet section of your novoGlobal account. Follow the on-screen instructions to submit your withdrawal request.
How do I view my order history?
Your full order history, including invoices and tracking, is available under "My Orders" in your account.
How do I delete my account?
Contact support to request account deletion. We'll confirm any pending orders are complete before permanently removing your data.
06
Refer & Earn
7 articles
Referral rewards and VIP benefits for loyal customers.
How does Refer & Earn work?
Share your unique referral link with friends. When registering with novoGlobal, your friend must enter the last five digits of your referral code. After they complete a purchase and pay for international shipping, you will receive your commission in your novoGlobal wallet.
How much can I earn?
You earn 5% commission from every direct referral who registers using your referral code and completes a purchase. There is no limit to how many friends you can invite.
Where can I find my referral link and earnings?
Go to Refer & Earn in your account to find your unique referral link, view your invited friends, and track your commission.
What is the VIP Program?
The VIP Program rewards loyal novoGlobal customers. You earn points through your purchases and progress through VIP levels as your points increase.
How do I earn VIP points and reach a new level?
Every ¥1 spent equals 1 VIP point. Points are earned from completed purchases. Once you reach the required number of points, your VIP level is updated automatically.
What benefits do VIP members receive?
VIP benefits can include free shipping, international shipping discounts, and complimentary additional services. Higher VIP levels unlock more valuable benefits.
Where can I see my VIP level and points?
In the Refer & Earn section of your account, you can view your current VIP level, points balance, and progress toward the next level.
