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  • Can I still make changes/alterations to my order? (New Site QA)
    Yes, as long as you have the necessary information for us to use to look it up. Everything still exists in the old system!
  • What will happen to my orders? (New Site QA)
    Nothing, they are still in the old system and will be fulfilled as usual.
  • What about my old account? How will I be able to track my order? (New Site QA)
    The old account is gone unfortunately. It's tracking functionality was also not as great as many would be led to believe. Although, you will still receive updates via email once your order goes through a major state change. For example, being shipped. At which point the email associated with the order will get a email with a tracking number. Also, be sure to SUBSCRIBE for all updates on all projects. As well as sales.
  • How do I modify my Order Address?
    In order to modify an order, reach out to us with the following information: -Order Number. -Associated name with the order. -New address the order will be shipping too. And a team member will fix the issue within 2-3 days.
  • Return Policy?
    We only accept returns from orders that are incorrect or have been delivered with damage. If your items fall under these conditions, the item must be mailed back and once it has arrived, it will be assessed by a member of the inspection team before a refund or replacement is processed. Note: If signs of self-sabotage( Customer damaging an otherwise good product of their own volition) to a product is found by the inspection member in order to force a refund, the customer will be informed and subsequently banned from shopping with us.
  • Will out-of-stock items come back?
    Only under special circumstances will items return to stock once they are gone. Such circumstances include: -Excess stock due to canceled orders or from the extra stock we order to replace any potential damaged items. -A special event related to the talent.
  • Order updates?
    All orders will receive an update when they ship to the email in the order with a tracking number. Otherwise, Order updates can be found in the "Novel News" in regards to status updates on the entire project as a whole! Which will include updated release date, development updates, and other fun news!
  • I didn't get a confirmation email! What do I do!?
    Be sure to check your spam emails. If it's not there, the address inputted may have had a spelling error. In that case, please reach out to modify your email address with the Order Number, Associated name, and then the new Email.
  • When do I pay for pre-orders?
    All orders need to be paid for upfront.
  • How do I cancel my Order?
    Only orders that haven't shipped can be canceled. The cancelation period for orders is 3 months after the end of the pre-order period. After that period, order cancelations will not be processed any further. In order to cancel an order, reach out to us with the following information: -Order Number. -Associated name with the order. -The order address A team member will then cancel your order (if applicable) within 2-3 days. Please allow 2-3 weeks for the funds to return your bank. Note: Novel Horizons reserves the right to accept or decline any cancel requests. Any attempts to force a order cancelation will result in a ban on services from Novel Horizons. After 3 consecutive order cancellations, refund requests will be automatically denied. Note: If a customer cancels too many orders or if found to be abusing the cancelation system, they will be banned from shopping with us in the future.
  • When will my order ship?
    Please refer to the products item page for estimated release date. Also, check our twitter @Novelhorizons for the most up-to-date information on all active projects. Be sure to also check our News Page.
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