Shipping & Returns

Shipping Options

Customers may choose a desired shipping option at the time of purchase.

Ground Service: In stock items placed with ground service typically ship within 3 business days. Ground service in the continental United States takes anywhere from 1-5 days in transit, so please allow up to 8 business days in total for delivery from the time of order placement.

Expedited Service: In stock items placed with expedited shipping service (anything other than ground service) typically ship the same day, provided the order was placed before 2:00 p.m. U.S. Central Standard Time on a business day. Orders placed after 2:00 p.m. will not be processed for shipment the same day. Placing an order before 2:00 p.m. does not guarantee the shipment will be ready to ship the same day, as some items are not readily available from stock. In the case items under an order placed with expedited service are not available to ship the same day, a customer service team member will contact you to determine how to proceed.

Novo Surgical does not ship on weekends or on U.S. public holidays. Orders placed over a weekend or U.S. public holiday, regardless of shipping service selected, will not be processed until the next business day. Novo Surgical is not liable for any packages not delivered within the specified timeframe resulting from carrier delays, as it has no control over the carrier’s logistics.

Customers may log in to their account to view tracking information and obtain the latest updates on their shipment delivery. There may be a slight delay between when packages actually ship and when the tracking information is available online.

Packaging & Inspection

All goods are inspected and packaged carefully by warehouse technicians prior to shipping. If the merchandise arrives in a damaged condition, please notify a Novo Surgical representative within 3 days of product receipt so that we may rectify the situation in a timely fashion. When signing for receipt of goods, all visible damage must be indicated on the carrier delivery receipt so that a claim can be filed with the carrier as needed.

Inventory Availablity & Delivery

Novo Surgical maintains extensive on-hand inventory at our domestic warehouses. However, a variety of circumstances may delay product delivery, and we assume no responsibility or liability for unforeseen delays in making delivery. Novo Surgical reserves the right to make partial shipments on an order. Also, multiple orders to a single facility may ship in the same package, albeit with separate packing lists.

If you obtained a delivery estimate on a quotation or via communication with someone from our customer service team, please note that the delivery information provided is an estimate and not a guarantee of delivery. Availability information may change in real time due to prior sale or production scheduling. Though we will try our best to meet shipping deadlines for urgent requirements, we cannot guarantee delivery by a specific date.

Returns

Barring the exceptions noted below, unused merchandise in original condition and packaging may be returned for a full refund within 30 days of having shipped from Novo Surgical’s warehouse. Instruments returned without the original packaging intact will be subject to a restocking fee of 10%. All returns must be accompanied by a completed Return Authorization Form obtained from our customer service team. In addition, all returns must be pre-authorized with a Return Merchandise Authorization (RMA) number which is also obtained from our customer service team. This number must be obtained prior to shipping the return product back to our facility. Returns without the appropriate forms completed in their entirety and/or without a return authorization number will not be accepted.

Issue of an RMA number does not guarantee that credit or refund will be issued to your customer account. Return credit or refunds are not issued until Novo Surgical receives the returned product(s), inspects them and deems them acceptable for return. Return shipping and handling is the responsibility of the customer, aside from cases of shipment error on the part of Novo Surgical.

The following items may not be returned for any reason other than manufacturer defect or damage in transit: 1. Instruments etched, engraved, repaired or modified by the customer in any way; 2. Used or processed instruments, including those run through washers or sterilized; 3. Custom-produced, non-catalog items; 4. Items that have been marked with customer-specific engravings, including bar coding for tracking software; 5. any items indicated as non-returnable or final sale at the time of quotation or prior to order placement.