FAQs

FREQUENTLY ASKED QUESTIONS

ORDERS

How do the multi-buy discounts work?
They apply on their own at checkout, with no code to type. Two items take 10% off, three take 15%, four take 20%. The items do not have to be the same product — any four things in your basket get 20% off.

Can I change or cancel my order?
Yes, as long as it has not shipped — usually within the first 24 hours. Email support@wellnovaco.com with your order number straight away and we will stop it if we still can.

I did not get an order confirmation email.
Check your spam or promotions folder first, as that is where it usually is. If it is genuinely missing, email us: it sometimes means an address was mistyped at checkout, which is worth fixing before the parcel ships.

SHIPPING

How much is shipping?
Free and tracked on every order. No minimum spend.

How long will my order take?
Orders are processed in 1–2 business days, then delivery usually takes 5–12 business days depending on where you are — so 6–14 business days in total. These are estimates, not guarantees.

Why did my order arrive in separate parcels?
Because items ship from different fulfilment centres. Each parcel gets its own tracking number, and you are never charged more than once for delivery. Nothing is missing — the rest is on its way.

My tracking number is not updating.
Tracking often takes 2–5 business days to start moving after it is issued. That is normal. If it has not moved in 15 business days, email us and we will open an investigation with the carrier.

Do you ship internationally?
Yes. Import duties or taxes charged by your own country are set by your local authorities and are the recipient's responsibility — we cannot calculate or refund them.

RETURNS AND REFUNDS

What is your return window?
30 days from the day the item arrives, for unused items in their original packaging.

How do I start a return?
Email support@wellnovaco.com with your order number before sending anything back. We reply with the correct return address for your item. Our items ship from more than one fulfilment centre, so a parcel sent back without a return address can genuinely go missing.

Who pays for return postage?
We do, if the item is faulty, damaged or not what you ordered. If you simply changed your mind, the return postage is at your cost. We would rather tell you that up front than surprise you later.

Are there items I cannot return?
For hygiene reasons, anything worn against the skin or used on the body cannot be returned once opened or used — socks, insoles, eye masks, underwear and similar. Ask us before opening if you are unsure.

How long does a refund take?
Approved refunds go back to your original payment method within 10 business days, and your bank may take a few days more to post it.

PAYMENT

What can I pay with?
Shop Pay, Apple Pay, Google Pay, and the cards shown at checkout. The full list depends on your country and is displayed at checkout.

What currency are prices in?
US dollars. If your card is in another currency, your bank converts it at its own rate and may add a foreign transaction fee — that fee is your bank's, not ours.

Is checkout secure?
Yes. The site runs over encrypted HTTPS and payments are handled by Shopify's PCI DSS compliant payment system. We never see or store your card details, and we will never ask for them by email.

PRODUCTS

Are your products medical devices?
No. Nothing we sell is a medical device, and nothing on this site is intended to diagnose, treat, cure or prevent any condition. Our products support, warm, stretch or train — they do not treat. If you have a diagnosed condition, an injury, or you are pregnant, speak to a healthcare professional before using any of them.

How do I choose a size?
Most product pages with sizes carry the supplier's own measurements or a size guide. Measure yourself rather than guessing from your usual clothing size. If a page does not show measurements, or the guide is ambiguous, email support@wellnovaco.com — we will get the exact numbers from the supplier and reply the same working day, rather than letting you guess.

Will the product look exactly like the photos?
Colours can differ slightly between screens, and manufacturers occasionally update packaging. Anything that would change what the product actually is, we would tell you on the page — several of our listings already do exactly that where a supplier's description and photographs disagree.

Do you offer a warranty?
Faulty items are covered by your statutory consumer rights, and we will replace or refund anything that arrives defective. Normal wear on a fabric brace or an elastic band is not a fault.

STILL STUCK?

Email support@wellnovaco.com with your order number and we will get back to you within 24–48 business hours, Monday to Friday.