Delivery Policy

Website: https://novelspell.com

Company: Frostwave Labs Inc.

Address: 2967 Dundas St. W. #992, Toronto, ON M6P 1Z2

Jurisdiction: Ontario, Canada

Effective date: 2026-08-03

This policy explains where physical orders are delivered, how production and transit times work, what delivery costs include and how to resolve delivery problems.

1) Fulfilment and dispatch locations

Physical orders are produced and fulfilled by Lulu. Lulu assigns a production facility according to the order and delivery destination, so the dispatch location may vary.

2) Destinations and availability

Physical delivery is available only to destinations for which Shopify checkout presents a Lulu-supported delivery service.

If a physical delivery option is not offered for your address at checkout, we cannot accept a physical order for that destination. Digital products do not require delivery.

3) Production and handling time

Physical items are printed after you order. Production normally takes 3–5 business days before the order is dispatched. Weekends, public holidays, address corrections, production review and unusually high volume may extend this time.

4) Transit time and delivery estimates

Available carrier services vary by destination. Any transit estimate shown at checkout begins after production and depends on the service selected.

Production time and carrier transit time are separate. Delivery dates are estimates, not guarantees, unless applicable law requires otherwise.

5) Delivery cost

Available delivery services and their full cost are calculated for the order and destination and shown at Shopify checkout.

The complete delivery charge is shown before you submit payment. We do not add an undisclosed delivery charge after checkout.

6) Tracking

We use trackable delivery services. Tracking details are sent to the email address used at checkout after the carrier receives the order. The first tracking scan may take time to appear.

7) Customs, duties and import charges

Orders crossing a border may be subject to import taxes, duties or carrier charges imposed by the destination. Unless checkout expressly states that a charge is included, the recipient is responsible for charges collected by the destination or carrier.

8) Address changes and cancellation

You are responsible for providing a complete and accurate delivery address. Contact [email protected] immediately if it needs to change. We hold physical orders for approximately 2 hours before production, but an address change or cancellation is possible only before production starts.

9) Lost, damaged or incorrect deliveries

If tracking does not update, the carrier's delivery window has passed or the item arrives damaged, defective or incorrect, contact [email protected] with your order number and the details. For visible damage or a printing defect, include photographs when practical. We will offer the resolution available under our Refund Policy, without charging you to correct our fulfilment failure.

10) Contact

Delivery questions and delivery problems: [email protected]