Frequently Asked Questions
Answers about baby products, ordering, shipping, returns, and customer support.
Products & Care
Who operates Novyqel™?
Novyqel™ is owned and operated by Shenzhen Rongbian Jiegou Network Technology Co., Ltd.
What does Novyqel™ sell?
We offer baby essentials organized into Feeding & Cleaning, On-the-Go & Bath Care, and Room & Everyday Care collections.
How do I know whether an item is suitable for my child?
Check the individual product page and the instructions supplied with the item for age guidance, materials, warnings, cleaning, and use. Contact us if you need clarification before ordering.
Will the product look exactly like its photograph?
We aim to display products accurately. Minor differences in color, packaging, or appearance can result from lighting, screen settings, or product updates. A material difference from the description should be reported to customer support.
Orders & Shipping
How long does processing take?
Orders are normally processed within 2–4 business days after payment confirmation. Busy periods may take up to 5 business days.
How long does standard U.S. delivery take?
Carrier transit to supported U.S. destinations is generally estimated at 10–15 business days after dispatch. Processing time is additional.
How much does shipping cost?
Available shipping methods and charges are displayed at checkout before payment.
Will I receive tracking information?
When the order is dispatched and tracking becomes available, the details are sent to the email address used at checkout.
Where are orders shipped from?
Orders may be fulfilled by designated partners according to inventory and destination. The parcel origin can differ from our registered business address.
Returns & Support
What is the return period?
Eligible products may be returned within 30 calendar days after confirmed delivery, subject to our Return & Refund Policy.
How do I request a return?
Email service@novyqel.com with your order number, the item, and your reason for returning it. Wait for the approved instructions and return address before sending a parcel.
What if my order arrives damaged or incorrect?
Contact us within 7 calendar days after delivery with your order number and clear photographs of the item, packaging, and shipping label where relevant.
Can I cancel or change an order?
Contact us as soon as possible. We will make reasonable efforts to help before fulfillment begins, but changes cannot always be made once processing has started.
When will I receive an approved refund?
Approved refunds are generally issued to the original payment method within 5–10 business days. Your bank may take additional time to post the funds.
How can I contact support?
Email service@novyqel.com or call +86 157 9491 0581. Customer service hours are 8:00 AM – 10:00 PM Daily.