Customer support

CUSTOMER SUPPORT

Email is the fastest way to reach us — every message lands with the same team, no ticket queue and no chatbot. You can also call or leave a voicemail and we will get back to you.

📧 support@wellnovaco.com
📞 +1 (774) 397-5486
Monday to Friday, 9:00–18:00
Email replies within 24–48 business hours

What to include so we can fix it in one reply

Your order number — it is in your confirmation email and starts with #
The product name
What you need, in a sentence or two
A photo, if anything arrived damaged, wrong or incomplete — this is the single biggest thing that turns a five-email thread into one

What we can help with

Where is my order?
Send your order number. Note that tracking often takes 2–5 business days to start updating after it is issued, and orders with several items can arrive in separate parcels on different days. If tracking has not moved in 15 business days, tell us and we will open a carrier investigation.

Something arrived damaged, faulty or wrong
Email us with a photo of the item and the packaging. We will replace it or refund it, and we cover the return cost — you should not be out of pocket for our mistake or the carrier's.

I need to change or cancel an order
Tell us as soon as you can. Before dispatch we can usually change an address or cancel outright for a full refund. After dispatch it becomes a return.

I want to return something
Email before sending anything back and we will give you the correct return address — our items ship from more than one fulfilment centre, so this step genuinely matters. Full details are on our Return and refund policy.

Which size should I get?
Tell us the product and your measurements and we will look at the manufacturer's chart with you. Where a supplier has not published a measurement, we will go and ask them rather than guess on your behalf.

Is this product right for my condition?
This is the one thing we genuinely cannot answer. Nothing we sell is a medical device, and we are not clinicians. We can tell you exactly what a product is, what it is made of, and what the manufacturer says it does — whether it suits your knee, your back or your recovery is a question for a healthcare professional.

Complaints
If something has gone wrong and you are not happy with how we handled it, reply on the same email thread and say so plainly. We would much rather hear it from you and fix it than have you open a bank dispute, which freezes the order and slows the outcome down for you.

A note on scams
We will never email you asking for your card number, PIN, CVV or password. If you receive a message claiming to be from WellNova that asks for any of those, it is not from us — please forward it to support@wellnovaco.com so we can warn other customers.

WellNova
1001 S Main St, Ste 600
Kalispell, MT 59901
United States
support@wellnovaco.com
+1 (774) 397-5486
https://wellnovaco.com