Free Standard Shipping on all orders in the U.S.

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Call

323-277-6266

Email

info@novaofcalifornia.com

FAQ / Helpful Answers

Orders & Shipping

You may view your order status and history by logging in to your account.

All freight charges are based on FOB NOVA Warehouse, located in Canada Court, CA.
Small parcels that are not fragile and meet the parcel size instructions are shipped utilizing FedEx Ground and UPS Ground.
In-stock merchandise is shipped the next business day for accounts that have terms or when payment is received for prepaid accounts.
NOVA will ship partial orders unless otherwise specified on the purchase order.
Palletized goods or items that exceed parcel carrier limits in size and weights will be shipped using common carriers / Less Than Truckload (LTL).
All shipment will be shipped freight prepaid and charges will be added to the invoice.
Shipping costs provided by sales representatives or listed on the NOVA Web Store are estimates only.
Shipping costs may change due to combined size and weight of order. Customers will be notified if cost exceeds the estimated shipping cost.
Third Party billing option is available per request.
Drop Ship:
$25 fee will apply to any shipment going to any address other than a customer’s location.
Customers requesting drop ship service must possess a valid Resale Certificate. NOVA must have this certificate on file.
Lift Gate Service for residential delivery: Up to $50 lift gate service fee per location for LTL shipments will be charged when the service is required.

Shipping Rates
Shipping rates vary based on distance, weight, and dimensions.
Guideline rate expectations are:
• West coast: 12%
• Midwest: 16%
• East coast: 22%
Contact us directly for an exact quote.

Defective Goods
NOVA California refer to defective goods as a factory defects or missing parts (it does not refer to a damage occur during a transit). Any product defect must be reported within 10 days of you receiving your order. After 10 days, we will replace your item subject to an item availability, however charges may apply. Replacement will be sent free of charge including return shipping cost and the shipping of the replacement product.

NOVA California will ask you to send photos of the defective products. Please do not discard the defective product. Failure to do so may incurred charge for the replacement. We ask your cooperation to evaluate the defect. If it is an installation or assembly related question, we ask you to work with our customer service team to solve this issue. During inspection if a return item found to be in a working condition, you may not be eligible for refund and will incurred 25% restocking fee. NOVA California is not liable for any labor costs that may occur due to the receipt of defective goods.

Damaged Goods
NOVA California refers to damage goods to a damage occur during a transit. We require the receiver to inspect products and packaging upon receipt of shipment to determine any freight damage (visible or concealed) and reported to customer service within 48 hours of the receipt of an item. Failed to report damage in 48 hours means we will not be able to file a claim with our freight carrier and therefore NOVA California will be not be responsible for any damage.

NOVA will not be responsible for any incidental damage arising from the use of the product. Once we are notified of the damage within a time frame, we will file a claim with our carrier. This claims takes about 10 business days to process. Please do not discard a damage item or packaging during this period. The shipper will be sent to collect the item for inspection and processing. We ask your cooperation to assist us in this process by having item available for pick up at the requested date, time and location.

In some situation, we can send a replacement item at no cost as soon as damage item has been picked up by the shipper. However, the claim still considered to be an outstanding and could result in a charge for the replacement item depending on the outcome of the claim. Replacements are subject to the availability.
If you receive a product with dented shade, dented base or broken glass, we will send a replacement shade, base or glass at no cost as long as it was reported to us within 48 hours. NOVA California is not liable for any labor costs that may occur due to the receipt of damage goods.

Prices:
All prices are FOB NOVA Warehouse located in Huntington Park, CA and are subject to change without notice.
Customers are asked to contact NOVA to receive current pricing.
Prices are in US Dollars.
Any price discrepancies must be communicated to NOVA in writing within 10 days of receipt of invoice.

Minimum Order:
Opening order for new accounts on approved Net 30 day terms is $1,500.
Minimum order is waived if the order is placed online and paid for by credit card.

Re-Order Minimum:
Re-orders on approved credit that are under $500 will be charged $10 administrative fee.

Credit Cards:
NOVA accepts Visa, Master Card and American Express.
For credit card orders, please provide card holder name, account number on card, billing address, CCV number and expiration date.
Credit cards are charged at the time of shipment.

Credit Terms:
NOVA offers Net 30 day terms to customers with approved credit.
Opening orders for less than $1,500 are not eligible for terms.
Customers are requested to submit a signed credit application with at least three references. Please allow 10 business days to review and approve the credit.
Net 30 day terms means payment is due within 30 days from the invoice date. Past due invoices will incur a monthly charge of 1.5% or 18% annually on the amount past due.
Future in-house orders will not be shipped until all past due invoices and finance charges are paid in full.

NSF / Returned Checks:
A $30 service fee will be assessed on all accounts for checks returned for non-payment.
A $30 finance charge will be assessed on International orders paid by wire.

Returns and Refused Orders:
All returns must be authorized in writing by NOVA. A Return Authorization (RA) number will be issued by NOVA Customer Service and must appear on all return labels. Returns without RA numbers will not be accepted
Buyer’s Remorse Return is subject to a 25% restocking fee. Item(s) must be shipped in the original box to avoid any damages. If the item is received damaged, a 100% chargeback will apply.
Damages occurring during shipment are the responsibility of the customer and an appropriate claim should be made directly with the shipper.

Shortages/ Freight Damages:
We require the receiver to inspect all products from NOVA upon receipt of shipment to determine any freight damage (visible or concealed).
Shortages and/or damages must be noted on the freight bill at the time of delivery and reported within 48 hours to NOVA.
Failure to note freight damages on the freight bill at the time of delivery will result in a 50% charge provided evidence that the item is field destroyed or a receipt is provided for donations.
The filing of a freight claim does not relieve the customer from responsibility for payment of charges.

Defect Merchandise:
Manufacturer’s defects must be notified within 10 days of receipt of the order.
Credit will be issued to the account or replacement will be sent upon verification of defect(s).
Credit is valid for 90 days from the date it is issued.

Finishes:
The Jon Gilmore product line is hand made in North America by artisans and finishes may vary slightly from photographs, catalogs and digital images.

Limited Warranty:
NOVA has carefully inspected each product at the time of manufacturing and warrants each product to be free from defects in workmanship at the time of shipment. Each product is further warranted to function properly under normal conditions of use for a period of 1-year from the date of the NOVA invoice. This warranty is not valid if the product is misused, abused or altered. In the event that repair or replacement should be necessary, please contact NOVA Customer Service.

Light Bulbs:
Only LED string lights are covered under the NOVA limited warranty. All other light bulbs are not covered.
Incidental Damage:
NOVA will not be responsible for any incidental damage arising from the use of the product.

Market Specials:
For promotional purposes, all sale prices quoted at trade shows and in promotional mailings are not effective on re-orders and cannot be combined with other discounts or allowances.

Custom Orders:
Custom finishing/wiring will incur a 50% up-charge for custom changes.
The lead time for custom items is 90 days from the receipt of order and deposit.
A 50% deposit is required for all custom orders and remaining 50% will be due before the order is shipped

NOVA California accepts returns in new, uninstalled condition and original packaging within 30 days of receipt, unless otherwise notes on the product page. Contact our customer service to get a return authorization number. Once your return request has been authorized, you will receive a shipping labels by email. Print and attach to the box and drop off at your local UPS/Fedex store. You may use your own shipping account to return an item, simply provide us a tracking number. Return Authorization will expire 10 days after the date it was issued so please initiate the shipment within the time frame.

Buyer’s remorse return is subject to a 25% restocking fee. Item (s) must be in the original box to avoid any damage. If an item is received damaged, there will be no refund. If you prefer to use your own shipping account and damages occurring during shipment are the responsibility of the customer and an appropriate claim should be made directly with your freight company.

You refund credit will be issued after the item has been received and inspected. You are responsible for the return shipping cost, restocking fee and a total cost of the items if it arrives damage. The total cost will be deducted from the credit amount.
Please note that due to customs, shipping and duty fees, we are unable to accept returns on any Canadian orders and Hawaii, Porto Rico, and Alaska orders.

Customer made items and Items marked “Non-returnable” and may not be cancelled or returned.

Once we receive your order, it may not be possible to cancel an order that is in process. To request a cancellation, please contact customer service at customerservice@novaofcalifornia.com and we will stop or modify the order. Once an order has been shipped, cancellation is not possible. Cancellation requests may take several days to process and you will be sent a return authorization email confirmation. You may have the option to return the item once it is received. The standard return process and policy will apply to a refund.

Product Information

NOVA has carefully inspected each product at the time of manufacturing and warrants each product to be free from defects in workmanship at the time of shipment. Each product is further warranted to function properly under normal conditions of use for a period of 1-year from the date of the NOVA invoice. This warranty is not valid if the product is misused, abused or altered. In the event that repair or replacement should be necessary, please contact NOVA Customer Service.

All our products are handmade and assembled in Mexico and China. We take pride in our attention to detail and high quality standards throughout the design, manufacturing, and assembly process. Our staff is enthusiastic and has decades of experience in the manufacturing and assembly of handmade lighting, furniture, and accessories.

Please refer to the item’s instruction sheet online for bulb information.

Yes. Email info@novaofcalifornia.Com with your original purchase order, receipt, or item information and we will assist you with bulb replacement information. Replacement parts will be available online soon.

Yes. As long as they fit a standard E26/ E27 screw type housing.

Yes, most of our lamps and fixtures have replacement shades and parts available. Please feel free to call or send us an email. To better serve you, please include the following:
a. Model of the product.
b. Part needed.
This can be determined by sending us a photo or identifying the part on the item’s instruction sheet.

Yes! All nova products require minimal assembly.
For hardwire fixtures (pendants and sconces) we recommend using a licensed electrician.
Nova is not responsible for damages incurred from installation and/or misuse. It is important to ensure all safety codes are adhered to when installing lighting.

Yes, absolutely! Most of our lamps are dimmable. This is a great way to adjust the density of light or lumens within the interior creating a unique ambience. We supply dimmers with selected designs.

• Table lamps 6 feet
• Floor lamps 9 feet
• Arc lamps 9 feet
The color of the cord will vary by item. Most of our items have clear cords. Additional colors we work with are black and brown. Alternatives are available for custom programs.

A dry, or damp, soft lint-free cloth is ideal for the metal components of the lamp’s body. For more stubborn marks, warm water with a light cleaning agent should suffice. Remove the glass fixture you’re cleaning away from the electrical components and clean separately. For lamp shades, first clean with a duster to remove debris and follow the above instructions for more persistent marks.

Yes!! We are designers and we love to create! Call us for custom projects and modifications. Generally, this option is reserved for larger orders over 50 pieces. Call or email for quotes.

Absolutely! We work closely with architects, interior designers, home stagers, specifiers, procurement agencies and the construction trade. We offer special pricing programs for large projects. Call or email for quotes.