FAQ
Last Updated: October 28, 2026
Products and Outdoor Use
How do I know whether a product suits my space?
Review the dimensions, materials, intended use, assembly requirements, and care instructions in the listing.
Allow space for installation, access, drainage, and nearby structures where relevant. Contact us before purchasing if a measurement or compatibility detail is unclear.
Are all products suitable for year-round outdoor exposure?
No. Outdoor suitability depends on the individual product and local conditions.
Do not assume an item is waterproof, frost-resistant, corrosion-resistant, or designed for strong winds unless the listing expressly states the relevant feature.
Are plants, soil, tools, or accessories included?
Only items identified in the product description are included. Objects used for demonstration or styling are excluded unless expressly listed.
Will assembly or installation be required?
Requirements vary by product. Review the listing and supplied instructions.
Use appropriate fittings and a suitable surface or foundation where required. Do not assume mounting hardware or connection adapters are included unless stated.
How should I care for my purchase?
Follow the product-specific instructions.
Where applicable, clean and dry components before storage, inspect connections, and protect items from conditions beyond their stated limits. Do not use harsh chemicals or high-pressure cleaning unless permitted.
Do you guarantee plant growth or garden results?
We do not provide a general guarantee of plant growth, yield, pest reduction, or other garden outcomes.
Results can depend on plant selection, soil, climate, care, and correct product use. Any specific supported guarantee will be expressly identified with the relevant product.
Orders and Payments
How do I know my order was received?
An acknowledgment is sent to the email address entered at checkout. Check spam folders if it does not appear.
Contact us before submitting a duplicate order if you are unsure whether payment succeeded.
Which payment methods are available?
Available methods appear at checkout. Review the currency, discounts, taxes, shipping charge, and total before payment.
Can I change or cancel an order?
Email service@novessaqn.com as soon as possible with your order number.
We try to accommodate requests before fulfillment begins. Once processing is underway, changes or cancellations may no longer be possible.
Dispatched orders follow the Return Policy. No separate fee applies to an ordinary cancellation we approve.
Delivery
Do you ship to my address?
Enter your complete address at checkout to see supported destinations and services.
We do not promise delivery to every country or address. If no service is available, we cannot currently deliver there.
How long does delivery take?
Processing normally takes 1–3 business days after payment confirmation.
Standard transit is estimated at 7–15 business days after dispatch, giving an estimated total of 8–18 business days.
Business days exclude weekends and applicable public holidays. These are estimates, not guaranteed arrival dates.
When is standard shipping free?
Standard shipping is free when the merchandise subtotal is US$39 or more after discounts, before taxes and shipping charges.
For subtotals below US$39, shipping is calculated and displayed at checkout before payment.
Where another currency is displayed, the corresponding qualifying amount is shown before payment.
Where will my order ship from?
Dispatch locations depend on inventory and fulfillment arrangements. Products may originate from partner facilities outside your country.
Our business address does not establish the origin of every shipment.
What if delivery is delayed or the parcel is missing?
Contact us with your order number and tracking details. We will investigate with the carrier or fulfillment partner.
A “Delivered” tracking status does not automatically close a missing-parcel request.
If a shipment is lost before successful delivery through no fault of the customer, we provide an appropriate replacement or refund without additional cost.
Returns and Refunds
What is the return period?
Eligible returns may be requested within 30 calendar days after delivery.
Preference-based returns should be unused, unassembled, uninstalled, and in their original condition, with supplied components and packaging where reasonably available.
Mandatory rights concerning faulty or misdescribed goods remain unaffected.
Where is your return facility?
Our designated return facility is in China. Returns from other countries require international shipping to China.
Contact us for the complete address and instructions before mailing an item. Our business address is not an automatically authorized return destination.
Who pays return postage?
Customers pay postage to China for preference-based returns. International postage may be substantial. No restocking fee applies.
For damaged, defective, incorrect, incomplete, or materially misdescribed goods for which we are responsible, we cover reasonable return costs.
When is a refund issued?
Approved return refunds are issued to the original payment method within 5–10 business days after receipt of the returned item, including inspection within that period.
If no return is required, an approved refund is issued within 5–10 business days after approval.
Any legally required shorter deadline takes priority. Your payment provider may need additional time to display the credit.
Operator and Support
novessaqn is operated by Zhengzhou Xumin Trading Co., Ltd.
Business Address: No. 185, 11th Floor, Unit 2, Building 1, 869 Weilai Road, Guancheng Hui District, Zhengzhou City, Henan Province, China
Email: service@novessaqn.com
Phone: +86 371 6332 2785
Service Hours: Monday–Friday, 9:00 AM–6:00 PM, China Standard Time (UTC+8), excluding public holidays in China.
We aim to respond within 1–2 business days. Our Privacy Policy explains personal information processing and applicable privacy choices.
