Shipping Protection

Freight Protection & Transit Policy

Your Investment, Fully Insured.

At Nova Elements, we understand that a designer bathroom project relies on precision and timing. To ensure your peace of mind, every freight (LTL) shipment we dispatch includes Complimentary Shipping Insurance. This coverage protects your order against any damage or loss during its journey to your home.

The Arrival: Inspection Responsibility

Because our vanities are large, handcrafted pieces, they are transported by specialized third-party carriers. To maintain insurance eligibility, it is essential that you (or your representative) perform a brief inspection upon delivery.

The Golden Rule: Please examine both the external packaging and the internal product before signing the delivery receipt. If you notice any visible damage, simply write "Damaged upon arrival" on the carrier’s receipt before the driver leaves.

How to File a Quick-Claim (5-Day Window)

To qualify for freight insurance coverage, any damage must be reported to our team within 5 business days of delivery.

To submit a claim, please email the following to nova.elements.contact@gmail.com:

  1. High-resolution photos of the damaged product.

  2. Photos of the outer packaging (crates and protective materials).

  3. A photo of the shipping label and tracking information.

  4. A brief description of the findings.

  5. Your Order Number.

Note: Claims submitted after the 5-day window may be denied by the insurance provider.

Nova Fast-Track Replacement Policy

We don’t make you wait. Unlike many companies, Nova Elements will not wait for the insurance provider to finalize their months-long investigation.

As soon as your claim is submitted with the required documentation, we will prioritize and ship your replacement parts or unit immediately. Our goal is to minimize disruption to your renovation timeline while we handle the insurance logistics in the background.

Important Terms for Approval

  • Retain Packaging: You must keep all original crates and packaging materials until your claim is fully resolved.

  • No Installation: Products that have been installed, modified, or discarded prior to claim approval are ineligible for replacement.

  • Excluded Damages: Insurance does not cover post-delivery damage, installation errors, or normal wear and tear.

Resolution Process

Once submitted, our dedicated support team will:

  1. Audit the documentation within 24–48 hours.

  2. Approve and dispatch your replacement components or full unit.

  3. Process final resolution, which may include part replacement, full replacement, or a partial/full refund if the item is out of stock.

Why We Have This Policy

Shipping fragile, heavy items across the country involves multiple handling points. While we take every precaution in our Florida warehouse, accidents can happen. This policy is designed to be customer-first, ensuring that even if a transit issue occurs, your project remains our top priority.

NOVA ELEMENTS With a focus on architectural balance and superior craftsmanship, we take pride in delivering products that aren't just designed for style—they are built for longevity.