Need Help With an Order?
For the fastest help, email support@shapenovo.com and include your order number.
Order confirmation
After checkout, you should receive an order confirmation at the email address used for the purchase. If you do not see it, check your spam or promotions folder and verify that the email entered at checkout was correct.
Changes or cancellations
If you need to correct an address, change an item, or request cancellation, contact us as soon as possible. We will try to help before fulfillment starts, but changes cannot be guaranteed once processing begins.
Tracking
When your order ships and tracking is available, the shipping confirmation will include a tracking link. Carrier scans can take time to appear after the label is created.
Package marked delivered but not received
Check around the delivery location, with household members, neighbors, and any secure package areas. If the package still cannot be located, contact the carrier and then email us with your order and tracking information.
Wrong or damaged item
Contact us with your order number, a short description of the issue, and clear photos of the item and packaging when relevant. We will review the situation and help determine next steps.