Delivery areas & charges
Delivery options are shown at checkout for the areas configured for this business. The product subtotal and delivery charge are displayed before payment. Destinations not offered at checkout, international requests, and specialist logistics require a separate quotation. We do not advertise a universal delivery fee or delivery time.
Pickup & handover
If collection is offered, your order records the pickup point selected at checkout. Confirm readiness and timing with our team before travelling. Do not collect from an operating hub unless a specific handover address has been agreed.
After placing an order
Review your order history in My account. Our team coordinates practical delivery or collection details. An order marked Dispatched is in fulfilment; contact our team for the available shipment information. If delivery is delayed or you notice incorrect contact details, contact us with your order reference.
Livestock & specialist handling
Livestock requires suitable transport, handling, and agreed animal care arrangements. Discuss inspection, health documentation, destination requirements, and any holding or care needs before procurement. Commodity grade, packaging, and storage requirements should be agreed in your supply brief.
Report an incorrect, damaged, or unsuitable item
Contact sales@thenovaprime.com or use our Contact form. Include your order reference, the item and quantity affected, a description of the issue, and clear photographs where relevant. Report the issue promptly so we can investigate and advise on the appropriate remedy. This request does not impose a separate time limit on your statutory rights.
Returns & remedies
Contact our team before arranging a return or moving livestock. Return arrangements must account for animal welfare, transport, the condition of the animals or goods, and the nature of the issue. Where a repair, replacement, return, or refund is required under applicable consumer rights, those rights continue to apply.
Cancellation & refunds
Unpaid orders can be cancelled in My account while awaiting payment, and expire after 30 minutes if not paid. For paid orders, contact our team to request cancellation or a refund assessment. A dashboard cancellation does not itself transfer money back to you. If a refund is due, our team will confirm the amount and process it through the relevant payment route; bank and provider processing times vary.
For help with a specific order, contact us and include your order reference.