Frequently Asked Questions:

Why do I need to create an account?
Your account set up enables you to purchase and to track your orders. Your account provides Novus customer service the ability to assist with any questions or concerns. 

Can I make changes to my account?
(Inside the store only) You can add a ship-to address or change password at anytime using the section of the website identified as "MY COMPANY". To modify your Company's Bill-To information please send a fax requesting the change to 203-331-9997 attention Accounts Receivable or an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . 

I forgot my password, how can I retrieve it?
If you forgot your password at the sign-on page, you can click on the FORGOT PASSWORD link at the top of the page. 

How do I find a product I am looking for?
Novus LLC offers many different ways to find what you are looking for; here are some suggestions on how to use our website to find what you want.
By Manufacturer: If you know the manufacturer of product you are looking for, the best place to begin is the menu listing in the Novus Store. This displays all of the brands we carry, and you can narrow down your search within any brand you choose.
By Name: If you know the name of the product you're looking for ("Norstar" or M7208"), simply use the SEARCH box at the top of the page, it's very convenient for finding specific products.
Product Search: If you just want to search, a search box is provided on the top right of every page. Type the information into the box and click "GO". 

How do I know if an item is in stock?
Anything you see available on the website is currently in stock. If by chance the item shows on the website but is not in stock at the time of shipment a customer service representative will notify you immediately and work with you to fill the order.

What if I can't find the part I need?
There are some items not listed on the website. If you have questions regarding products not on the website please contact a Novus Customer Service Representative toll free at 1-866-656-4431 or 1-866-331-1112 for stock availability. Alternatively, you may contact the appropriate department via email located on the "CONTACT US" page of the website. 

What forms of payment are accepted?
Unless Net terms have been established with Novus previously all payments are to be paid via credit card when placing an order you do have the option to use a credit card. We do not accept cash, checks, or money orders for web orders. 

Do you charge sales tax?
Sales taxes are charged if you are in Tennessee or Connecticut, unless proof of a Resale Certificate has been provided. 

How do I cancel or revise an order after it has been submitted?
Orders may be canceled or revised under the following conditions: 
. The order must be canceled or revised the day it was ordered
. The order has not yet shipped

If you would like to cancel an order, please contact customer service representative immediately 1-866-656-4431 or 1-866-331-1112 (8am-5pm EST). If your order has been processed and shipped, you will need to return the merchandise by following the instruction on the return policy (hyperlink). 

When will my order ship?
Most orders placed before 2:00 p.m. CST (Monday through Friday) will be shipped the same day. Orders placed after 2:00 CST may be shipped the following day. In the event there is a delay in shipment for orders placed before 2:00 CST a customer service representative will notify you. 

Do you ship partial orders?
We do not ship partial orders, if for some reason an item is on backorder we will ship partial per the customer's request. 

Can I use a different carrier other than UPS?
Our preferred carrier is UPS however during the order process you will have the option to select the method of shipment and alternate carrier if they are available in our shipment area. 

Do you accept returns?
Click here to read our Return Policy. 

What if my item is defective?
Refer to the Return Policy listed in the previous FAQ. 

How will I know when my order has shipped?
Order confirmations will be emailed to the Novus account holder. Once the order is shipped, an email with the UPS tracking information will be provided (we currently ship Monday through Friday only). Tracking will also be available within 24-hours via www.novusllc.com after the order has been placed.