What is needed to process an investigation for Buyers?

Novelship delivers to buyers using Janio, GDEX, DHL Express, Parxl, FedEx, and UPS. Products that have been reflected as received by the courier provider for more than 2 calendar days will no longer qualify for a claim. 

Note: DHL, FedEx, UPS, and Parxl are using 3rd party couriers for final delivery to the remote areas. You may reach out to the hotline below for immediate assistance from UPS. 

New Zealand

• Tel.: 0800-742-587 (toll free)
• Fax: 64-9-275-4394
• Operating Hours:
• Monday - Friday: 08:00 - 17:30

Australia

• Tel.: (61) 131 877
• Fax: (61-2) 9582 7018
• Operating Hours:
• Monday - Friday, 8:00 a.m. - 8:00 p.m.

If you have not seen any status updates from the delivery logistics carrier tracking for more than 3 days: 

Janio SG/DHL Express/GDEX MY/Parxl AU/UPS/Chunghwa Post TW

1. Contact Novelship support at support@novelship.com

2.  Provide your order number,  courier Air-Way Bill (AWB) tracking number.

3. Explain your tracking inquiry with screenshots attached.  

4. We will contact the logistics provider and open an investigation, if needed, for your missing package. 

This investigation process could take 10-12 business days from the time everything is submitted to the logistics provider. We will contact you as soon as we receive information back from the logistics provider. The logistics provider may also attempt to reach you to gather more information during this time. 

If the logistics carrier states package has been delivered but you have not received it:

Janio SG/DHL Express/GDEX MY/Parxl AU/UPS/Chunghwa Post TW

If the item is delivered and not received, we ask that you reach out to your surrounding neighbors to ensure the package was not delivered to the wrong address. If they have not received it:

1. Contact Novelship support at support@novelship.com.

2. Provide your order number and explain your delivery inquiry with screenshots. 

We will start an investigation with the logistics provider. If you have already started your own investigation, please know that we must complete one internally. 

As part of further investigation, you may be required to obtain a police report in the later parts of the investigation. We can accept either an incident slip or the full report. Should this be required from you, please cooperate with us by obtaining the necessary report. Once you obtain this report, please email customer support a copy and we will begin to file the investigation on your behalf.

This investigation process could take 10-12 business days from the time everything is submitted to the courier. We will contact you as soon as we receive information back from courier.  

If the investigation shows that the parcel was delivered successfully with proof of delivery provided by the courier. Investigation will deemed as completed and we will close the case related to it. Should you require further information, you may contact the courier directly as Novelship will not be liable for the missing claim especially if the courier confirmed that the parcel has been delivered successfully unless delivery protection is added on your purchase. If you have made changes to your delivery through a carrier management or forwarding service you may no longer be eligible with delivery protection claim.

If you have received your item with damage to the product box

If you received your product box damaged, yet your product is in good condition.

1. Contact Novelship support at support@novelship.com.
2. Provide the following information.

• Order number 
• Photo(s) of the product box issue you are referring to (all the damaged parts/surfaces should be shown)
• Photo(s) of the shipping box in full (with courier tracking visible)
• Photo of the Novelship verification tag still attached to your item 
• Damaged product photos - product inside the box
• Bubble Wrap / cushioning photo

Upon receiving these, we can review your case. 

If you have received your item damaged

1. Contact Novelship support at support@novelship.com.
2. Provide the following information:

• Order number 
• Photo(s) of the issue you are referring to (all the damaged parts/surfaces should be shown)
• Photo of the Novelship verification tag still attached to your item
• Damaged product photos - product inside the box
• Bubble Wrap / cushioning photo

Upon receiving these, we can review your case.

Basic Coverage for Buyers

The Basic Coverage amount for Buyers is stated in the table below according to your purchase currency without Delivery Protection.

Upon delivery, we will declare the value of your purchase at the lower end of the retail price or the offer/purchase price. 

Example: If you purchased an item from us for $1200, the retail price is 220 SGD, we will declare it at $220. If you purchased an item from us for $180 and the retail price is $200, we will declare it at $180.

Novelship reserves the right to deny any claim or request for a refund in connection with a pattern of fraudulent user behavior or negligence that Novelship determines in its sole and reasonable discretion should result in account suspension.