FAQ

ORDERS

If you have an account with Rugs Australia you will need to log into your account HERE to view your past order history. If you're not sure if you have an account, please click "Forgot Password" and if your account is in our system you will get a password reset email. Note: These emails sometimes go into spam so please be sure to check there if you can't locate this email in your regular inbox.

Once your order has tracking, typically within 24-48 hours of placing your order, you can track your order by clicking here and entering your email address and order number. Your order number starts with a “NR”. You can find your order number directly on your order confirmation email.  

Remember, if you're having any issues, you can always email us info@novarugs.com.au. We're here to help!

In stock items are usually picked up by our shipping carrier within 2 business days. Once your order has shipped you will receive an email with your tracking information.

Once you have placed your order, we are unfortunately unable to make modifications on the items purchased. However, if you would like to add items to your existing order, please place an additional order with free shipping! 

If you are looking to remove an item from an existing order, please contact us at info@novarugs.com.au as quickly as possible so we can attempt to cancel your order so you can place a new one with the correct items.  

To provide the best service to our customers we process orders quickly, but we do our best to accommodate address change requests. The best way to edit your shipping information on an order is to send an email at info@novarugs.com.au.

Unfortunately due to our fast order processing speeds, we are unable to guarantee the cancelation of any order. We encourage you to send an email to our Customer Support team within 15 minutes of order placement Monday-Friday between 9am-11pm and Saturday-Sunday from 9am-6pm.

Once your order is placed, please send an email to info@novarugs.com.au.

To ensure you receive your items as quickly as possibly you may not receive everything within your order at the same time. If your order shipped in separate shipments you will receive tracking information for each shipment.

SHIPPING

Nova Rugs ships within the Australia and New Zealand.

If you are looking to ship outside of Australia and New Zealand unfortunately, we are not able to service your area. We are working on being able to deliver to these areas in the future!  

Unfortunately, our shipping couriers do not deliver to PO Boxes. We apologise for any inconvenience this may cause.  

Unfortunately at this time we only ship internationally to New Zealand. We apologise for any inconvenience this may cause! 

Yes! Taxes and duties are covered for all Nova Rugs orders.

At Nova Rugs, shipping is always FREE to the Australia.

Similarly to orders placed for in stock items, once your backordered item has shipped you will receive an email from us including your items tracking number.

RETURNS

If your order was delivered within the Australia you can return your item(s) within 30 days of delivery and receive your refund, minus return fees, to the original form of payment. 

Once your return is delivered to our warehouse, please allow 5-10 business days for it to be processed and refunded. Please note, it may take your bank or credit card provider 5-7 business days to reflect your refund on your statement. All returns must be received in the same condition in which it was delivered. 

We're sorry you weren't satisfied with your order, but we want to make your return process as seamless as possible! 

To start your return please send an email to info@novarugs.com.au

Unfortunately at this time, we do not offer exchanges. You can simply return your item and repurchase the item of your choosing. To start your return please send an email to info@novarugs.com.au

1.) Print the label: We unfortunately are unable to print out return labels on behalf of our customers. 

2.) Re-wrap your item if it isn't still wrapped: Unfortunately, our courier won't let us ship loose/unpackaged items, so we do ask that you securely wrap your item(s), either in the original wrapping or a similarly secure plastic. 

3.) Label your return: Just use clear plastic shipping tape to tape the folded label directly onto your wrapped item. Make sure you cover the entire label in tape to make sure it’s secure! 

4.) Ensure that there are no other tracking labels attached to your package: other labels are very confusing to couriers. Keeping only one label on your package is the best way to make sure your package comes straight to us! You can simply cross out the old label or cover it with the new one. 

That's the whole process! Of course, if you do have any questions or concerns, please don’t hesitate to contact us by emailing us at info@novarugs.com.au 

At this time we do not offer the option to have your return picked up. However, if you require special accommodations please email our Customer Support team at info@novarugs.com.au and we will do everything we can to assist you.

We are so sorry to hear about your order! We want to take care of this for you right away. If your item(s) arrived damaged or you received the incorrect item(s) please email our Customer Support team and provide your order number, name of the item in question, image of the tag (if possible) and an image or two of the issue. We will get back to you as quickly as possible to resolve the issue.