FAQ
FREQUENTLY ASKED QUESTIONS
Welcome to the NookVela Help Center.
Below are answers to common questions about our products, orders, shipping, payments, returns, and customer support.
ORDERS
How do I know if my order was successfully placed?
After completing checkout, you should receive an order confirmation email at the email address used during purchase.
Please check your spam, junk, or promotions folder if you do not see the email.
If you still cannot find your confirmation, contact us at:
support@nookvela.com
Can I change or cancel my order?
Please contact us as soon as possible after placing your order.
We will make reasonable efforts to help, but changes or cancellations are not guaranteed once an order has entered processing, fulfillment, or shipment.
If the order has already shipped, you may need to follow our standard return process after delivery.
Can I change my shipping address?
Contact us immediately if you entered an incorrect address.
We cannot guarantee that an address can be changed after the order enters fulfillment.
Customers are responsible for providing a complete and accurate shipping address during checkout.
SHIPPING
Where does NookVela currently ship?
NookVela currently ships to eligible addresses within the United States.
How long does delivery take?
Most orders are processed within approximately 1–3 business days.
Estimated delivery is generally 7–15 business days after processing, unless a different estimate is shown on the product page, during checkout, or in your order information.
Delivery times are estimates and may vary depending on product availability, destination, carrier operations, weather, holidays, and other circumstances outside our direct control.
Will I receive tracking information?
Yes.
When tracking information becomes available, it will be sent to the email address used during checkout.
Tracking updates may take several business days to appear after shipment.
Why did I receive only part of my order?
Some products may be fulfilled from different locations.
If you ordered multiple products, they may arrive in separate packages and on different dates.
You will receive available tracking information for each shipment.
My tracking has not updated. What should I do?
Tracking information may not update immediately after shipment.
Please allow several business days for the carrier system to display new information.
If tracking remains unchanged for an extended period, contact us at:
support@nookvela.com
PRODUCTS
Are NookVela products suitable for renters?
Many of our products are selected with renters and small-space living in mind.
However, suitability depends on the individual product, surface material, installation method, room conditions, and customer needs.
Please review product details and installation instructions before use.
Will adhesive products damage my wall?
Adhesive performance depends on factors such as:
• Wall material
• Paint condition
• Surface cleanliness
• Moisture
• Temperature
• Product weight
• Installation method
Always follow the instructions provided with the product.
Test adhesive products in a small, less-visible area when appropriate.
NookVela cannot guarantee compatibility with every wall or surface type.
Are batteries included?
Battery requirements vary by product.
Please review the product description and package information before purchasing.
Will the product look exactly like the photos?
We make reasonable efforts to display products accurately.
Actual color, appearance, dimensions, packaging, and small design details may vary slightly because of lighting, screen settings, manufacturing updates, or normal production differences.
Lifestyle images may include decorative objects that are not included with the purchased product.
PAYMENTS
What currency do you use?
Prices are displayed in United States dollars unless otherwise stated.
What payment methods do you accept?
Available payment methods are displayed during checkout.
PayPal may be available depending on your location and checkout configuration.
Is checkout secure?
Payments are processed through Shopify and available third-party payment providers.
NookVela does not directly store complete payment-card information.
RETURNS AND REFUNDS
What is your return period?
You may request a return within 30 days after your order has been marked as delivered.
Items must meet the eligibility requirements described in our Return and Refund Policy.
How do I request a return?
Email:
support@nookvela.com
Please include:
• Your full name
• Order number
• Product name
• Reason for the return
• Clear photos or videos when the product is damaged, defective, incomplete, or incorrect
Do not return a product before receiving instructions from NookVela.
What if my product arrives damaged or incorrect?
Contact us within 7 days of delivery.
Include clear photos or videos of:
• The product
• The issue
• The outer packaging when relevant
• The shipping label
After reviewing the information, we will work toward an appropriate resolution.
How long do refunds take?
Approved refunds are issued to the original payment method.
After a refund has been processed, please allow approximately 5–10 business days for the funds to appear, depending on PayPal, your bank, card issuer, or payment provider.
CUSTOMER SUPPORT
How can I contact NookVela?
Email:
support@nookvela.com
Website:
https://nookvela.com
We aim to respond within 1–2 business days, Monday through Friday.
What information should I include when contacting support?
For faster assistance, please provide:
• Your full name
• Order number
• Email address used during checkout
• A clear description of your question or issue
• Relevant photos or videos when applicable
Still need help?
Contact us at:
support@nookvela.com
NookVela
Smart Upgrades for Small-Space Living