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Help Center

Orders & Shipping

Can I order Vista Nova products for myself?

How do I check the order status?

How do I edit or cancel orders?

What is the estimated shipping time?

What does "dropshipping" mean?

What are Vista Nova's delivery options?

Why is there no updated delivery information with my tracking number?

Which countries/regions does Vista Nova ship to?

Can I see when an order is shipped?

How are delivery costs calculated for multiple items?

 

Can I order Vista Nova products for myself?

Definitely! In fact, we strongly encourage you to order samples for yourself to make sure the product quality meets your expectations.

You can select a product from the “Product” list and then click “Start Designing”. Once your design is finalized, press the “Create an Order” button. After payment is completed, your order will be sent to production and then shipped to you directly.

 

How do I check the order status?

From your Dashboard, you will see your order history under “Orders”.

When you click on a specific order, you’ll see the details, including the order status. The different status includes:

·  Draft: The order hasn’t been confirmed. Click "Confirm Order" to submit it to the system.

·  Unpaid: The order has been confirmed but not yet paid. 

·  Processing Payment: Payment is being processed. Please note: if payment is not completed within one hour, the order will be canceled automatically.

·  Paid: The order has been paid.

·  Canceled: The order has been canceled.

·  In Production: The order has been sent to production. It takes an average of 3-5 business days to fulfill your order.

·  In Transit: The order has been shipped out. You can check the shipping details, including the courier and tracking number, after clicking the order number.

·  Delivered: The order has been delivered to its destination.

 

How do I edit or cancel orders?

Cancellation

Orders can be canceled if it has not been sent to production. You’re able to do this yourself from your Vista Nova account. If you’ve already paid, you’ll receive a full refund. 

If the order has been sent to production, it cannot be canceled due to our make-to-order business model, where each product is customized with your design.

Please be aware that the production process is automatic, and once the process has started, it cannot be stopped at any point. For specific cases, please reach out to our Customer Care for help.

Editing orders

Before payment: You are free to make any edits.

After payment: You must cancel the order first before making edits. Then, when you have finished editing, you need to place a new order.

The order has been sent to production: No edits are allowed due to the automatic production process.

Change of address

We currently don’t support address changes. Please double-check the shipping address before placing an order.

For assistance, please reach out to our Customer Care.

 

What is the estimated delivery time?

The estimated delivery time predicts when the order will be shipped from the manufacturing supplier to the customer. The estimated delivery date is an estimate of when the order will reach the customer’s doorstep.

The estimated delivery time includes order processing time and shipping time. On average, it takes 3-5 business days to process the order, and shipping takes between 5-7 business days. During peak times (such as the holiday period), production time may be longer.

The estimated delivery time is calculated according to the weight, volume, and destination address. We work with international carriers such as FedEx and UPS.

While we try our best to provide accurate estimated delivery dates, certain circumstances may affect delivery times.

If you have any questions or issues about shipping and delivery, please contact our Customer Care.

 

What does "dropshipping" mean?

Dropshipping is an order fulfillment method that doesn’t require a business to keep products in stock. This means you don’t have to deal with any product inventory, finding reliable manufacturers, or wait in line at the post office to deliver packages.  

Any orders your customers make will go directly to our manufacturing suppliers and then be shipped directly to them. With zero stock to manage, you can focus on the fun parts of your business.

 

What are Vista Nova's delivery options?

We currently offer express delivery with FedEx. They provide express shipping, along with tracking.

 

Why is there no updated delivery information with my tracking number?

If your order’s estimated delivery time has passed and the order still hasn’t been received, you may trace the package to see the order’s whereabouts.

If the package has arrived in the same city as its end destination, it should be delivered within the next 1-2 days.

Please allow a few days for the delivery time, as it may be delayed due to unforeseen circumstances. Due to this, please keep in mind tracking may not be updated by the delivery provider.

If you have any questions or concerns regarding the order delivery, please contact our Customer Care. Please include the order and shipment number in the message.

 

Which countries/regions does Vista Nova ship to?

We ship internationally to the following countries/regions:

A-G

Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Barbuda, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Bosnia and Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Canary Islands, Cape Verde, Cayman Islands, Chad, Channel Islands, Chile, Colombia, Congo, Cook Islands, Costa Rica, Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Djibouti, Dominican Republic, Dominica, East Timor, Ecuador, Egypt, El Salvador, Eritrea, Estonia, Ethiopia, Faeroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Grand Cayman, Great Thatch Island, Great Tobago Island, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guinea, Guyana.

H-N

Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iraq, Ireland, Israel, Italy, Jamaica, Japan, Jordan, Jost Van Dyke Island, Kazakhstan, Kenya, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montserrat, Montenegro, Morocco, Mozambique, Namibia, Nepal, Netherlands, New Caledonia, New Zealand, Nicaragua, Nigeria, Niger, Norman Island, Northern Mariana Islands, Norway.

O-T

Oman, Pakistan, Palau, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Rota Island, Russia, Rwanda, Réunion, Saba, Saipan, Samoa, San Marino, Saudi Arabia, Scotland, Senegal, Serbia, Seychelles, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Saint Barthélemy, Saint Croix Island, Saint Eustatius, Saint John’s, Saint Kitts and Nevis , Saint Maarten, Saint Thomas, Saint Vincent and the Grenadines, Suriname, Swaziland, Sweden, Switzerland, Tahiti, Taiwan, Tanzania, Thailand, Tinian, Togo, Tonga, Tortola Island, Trinidad and Tobago, Tunisia, Turkey, Turks and Caicos Islands.

U-Z

USA, Uganda, Ukraine, Union Island, United Arab Emirates, United Kingdom, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Wallis and Futuna, Zambia, Zimbabwe.

The above list of countries/regions may be subject to change.

 

Can I see when an order is shipped?

After the order is shipped, you can check the delivery information of the order in the Order List, including the shipping service provider and a tracking number.

 

How are delivery costs calculated for multiple items?

The delivery fee is calculated on the number of products placed in an order. Multiple items can be combined to reduce delivery fees and the number of packages sent.

Please note: To charge the delivery fees to your customer, you need to set up the shipping cost option within your Shopify account.

Take a look at the chart below for more information regarding shipping costs to your desired location.

Size

Shipping to

Express shipping fee for the first item in a package (USD)

Fee per additional item in the same package (USD)

All

USA

$8.00

$2.00

Canada

$10.00

$2.00

France, Germany, Italy, Netherlands, Spain, United KingdomFinland, Sweden, Norway, Denmark, Switzerland, Belgium, Austria, Ireland, Portugal

$8.00

$2.00

Rest of World

$11.00

$2.00

For example, if two men’s underwear is shipped to the USA in the same order, then the total cost of shipping the package will be $10 ($8 for the first item and $2 for each additional item).

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