FAQ & Support
Answers to the questions we hear most. Still need help? Email info@truenovaclub.com and a real person will reply within one business day.
Orders and Shipping
How much does shipping cost?
Nothing. Every order ships free across the United States and Canada, with no minimum spend and no code.
How long will my order take to arrive?
Orders are prepared and dispatched within 1 to 2 business days, then arrive within 7 to 9 business days. Orders placed on weekends or public holidays begin preparation on the next business day.
How do I track my order?
Your tracking link is emailed as soon as your order ships. You can also follow it on our Track Your Order page. Please allow up to 24 hours after dispatch for tracking details to update.
Can I change or cancel my order?
Yes, as long as it has not been dispatched yet. Email us as soon as possible with your order number and we will update or cancel it free of charge.
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, PayPal, Apple Pay and Google Pay. Every payment is encrypted and processed securely.
Returns and Exchanges
What is the 30-Day Happiness Guarantee?
Every order is covered by our 30-Day Happiness Guarantee. If something is not right, email us within 30 days of delivery and we will make it right, from a swap to an approved return. The Nova Intimacy Pillow is covered for 90 days. Full details are on our Returns & Exchanges page.
How do I send a return?
Email us first. Once your return is approved, we will email you the return address and step-by-step instructions. Please wait for that email before sending anything back.
Can I exchange for a different size or colour?
Yes. Contact us and we will arrange an exchange, subject to availability.
What if my order arrives damaged or incorrect?
Let us know within 7 days of delivery and include photos. We will replace it free of charge or cover the return shipping.
Products and Care
What does GSM mean?
GSM is the weight of fabric in grams per square metre. Our towels are 600 GSM, a plush hotel weight that still dries well between showers. Our Nimbus mattress topper holds 1000 GSM of plush fill.
What is long-staple cotton?
Cotton with longer fibres. They spin into a smoother, stronger yarn, so sheets and towels feel softer, shed less and keep their quality wash after wash.
Which comforter is right for me?
Choose Halo for marshmallow loft and an all-season feel. Choose Frost if you sleep hot: one side is cool to the touch and the other is a soft, breathable knit.
Which pillow is right for me?
Choose Orbit for contoured neck support with two heights in one. Choose Lune if you run hot and want a cool-touch surface. Choose Haven for hotel-plush softness with a waterproof, stain-resistant cover.
How do I care for my order?
Most of our products are machine washable. You will find care instructions on every product page and in our Care Guide.
Still Have Questions?
Email info@truenovaclub.com or visit our Contact page. Our Client Care team replies within one business day.