Contact Us

This Contact Us page forms an integral, legally binding part of our Terms of Service and governs all communications between you and Novum Inc. regarding our website, products, services, promotions, and policies. Capitalized terms used herein have the same meaning as in our Terms of Service, Privacy Policy, Gift with Purchase Promotion Rules, International Shipping Info, Return & Refund Policy, and Food Safety & Allergen Disclosure.

By contacting us, you acknowledge that you have read, understood, and agree to be bound by the terms set forth on this page and all incorporated policies. Novum Inc. maintains an industry-leading, multi-jurisdictional customer engagement and compliance governance framework engineered to deliver accurate, consistent, and legally defensible responses across our full portfolio of 11 core consumer categories and 45 curated sub-categories. Our zero-tolerance policy for off-script commitments and non-compliant customer communications sets the benchmark for responsible retail operations.

1. Official Contact Information

All official communications with Novum Inc. may be directed to the coordinates below. We operate a tiered inquiry routing system to ensure matters are directed to the appropriate specialist team with maximum accuracy and compliance.

1.1 Principal Corporate Headquarters

Novum Inc.
One Vanderbilt, 1 Vanderbilt Ave
New York, NY 10017
United States

1.2 Official Email Address

For all inquiries, please send correspondence to: 1427150614@qq.com

To ensure fastest and most accurate routing, please include a clear subject line indicating the nature of your inquiry:

· Customer Support: order status, shipping, delivery, returns, refunds, GWP eligibility, account issues, and payment matters

· Product & Safety: product specifications, compatibility, quality concerns, and warranty assistance

· Press & Media: media requests, press assets, editorial inquiries, and brand usage

· Legal & Compliance: legal notices, service of process, regulatory inquiries, and data protection requests

· Business & Affiliates: wholesale, partnership, and affiliate program inquiries

1.3 Response Time Disclaimer

We aim to respond to all customer support inquiries within 1–2 business days. Legal, regulatory, media, and complex escalation inquiries are responded to in accordance with applicable legal timeframes and commercial reasonableness. All response times are estimates only and do not constitute a binding obligation or contractual guarantee.

2. Inquiry Routing & Responsibility Allocation Framework

To ensure accurate resolution and proper allocation of responsibility, please reference the following framework when submitting an inquiry. This framework is engineered to align with our reseller business model and primary manufacturer responsibility for product-related matters.

2.1 Customer Support & Order Matters

For questions regarding orders, shipping, delivery, returns, refunds, account issues, or payment processing, contact our Customer Support team.

Gift with Purchase (GWP) Inquiries

All GWP eligibility, fulfillment, return, and deduction matters are governed exclusively and conclusively by our official Gift with Purchase Promotion Rules.

· GWP items are promotional gifts, not merchandise for independent sale.

· GWP items cannot be returned, refunded, exchanged, or credited separately from the main order.

· If any return, refund, credit, or price adjustment reduces the Final Paid Amount below the qualifying tier threshold, GWP eligibility is automatically voided.

· If GWP eligibility is voided and you elect to keep the GWP item, the full original MSRP of the applicable tier will be deducted from your refund in full. No depreciation, pro-rating, wear-and-tear adjustments, damage discounts, or partial credits apply under any circumstances, including for opened, used, damaged, or previously replaced GWP items.

Customer support communications regarding GWP terms are for informational purposes only and do not modify, supplement, or supersede the official GWP Promotion Rules.

International Shipping Inquiries

All international orders are shipped Delivered Duty Unpaid (DDU). Customers are the importer of record and are solely responsible for all import duties, tariffs, VAT, GST, customs brokerage fees, and any other charges imposed by local authorities. Customs clearance time is not included in estimated delivery timeframes.

2.2 Product Safety, Quality & Warranty Matters

All products sold or offered on our platform are manufactured, warranted, and quality-controlled by their respective licensed manufacturers. Product design, engineering, manufacturing, production, quality control, safety testing, formulation, labeling, and regulatory compliance are the sole and primary responsibility of the respective manufacturer.

Our role is limited to authorized distribution, authenticity verification, and facilitating reasonable communication between customers and manufacturers. We do not assume independent product liability beyond what is strictly required by applicable law.

By product category:

· Automotive, appliances, electronics & mechanical goods: performance, defects, emissions compliance, and warranty obligations are the exclusive responsibility of the manufacturer.

· Luxury goods & collectibles: authenticity is guaranteed through authorized channels; secondary market value, collector premiums, and market fluctuations are not guaranteed.

· Food, beverages & nutrition: product safety, formulation, ingredient accuracy, allergen control, and quality assurance are the exclusive responsibility of the manufacturer. We are not liable for spoilage, deterioration, or quality issues resulting from shipping delays, customs clearance, temperature abuse, or improper storage after delivery.

· All other categories: manufacturing defects and product safety are the sole and primary responsibility of the manufacturer.

For product-specific safety concerns, quality issues, or warranty claims, we recommend contacting the manufacturer directly using the contact information provided on the product packaging. Upon request, we will assist by verifying product purchase authenticity and providing reasonable manufacturer contact information.

2.3 Press & Media Inquiries

For journalists, media outlets, and content creators, please reference our Press & Media Terms for brand asset usage guidelines and editorial standards. All press inquiries will be routed to our Communications team.

2.4 Legal & Regulatory Inquiries

For legal notices, service of process, regulatory inquiries, or data protection requests, please direct correspondence to the attention of our Legal & Compliance department.

Service of process for legal proceedings may also be served on our statutory registered agent at our registered office in Wilmington, Delaware, in accordance with applicable law.

2.5 Affiliate & Business Partnership Inquiries

For partnership proposals, wholesale inquiries, or affiliate program matters, please direct your correspondence to the attention of our Business Development team. Affiliate program inquiries are also governed by our official Affiliate Program Terms.

3. Legal Effect of Communications

3.1 Limited Authority of Personnel

No customer service representative, support agent, sales associate, or any employee or agent of Novum Inc. has the authority to:

· alter, modify, waive, or amend any provision of our Terms of Service, policies, or contractual terms;

· make any warranties, guarantees, or representations regarding product quality, performance, safety, or efficacy;

· promise any specific GWP item, tier, eligibility outcome, or exception to our official GWP rules;

· bind Novum Inc. to any oral agreement, promise, or representation.

All such individuals act within strictly limited authority. Their communications are for informational purposes only and do not constitute a binding agreement, waiver, modification, or endorsement.

3.2 Binding Communications Only

No communication shall be deemed to modify, supplement, or alter our Terms of Service or any incorporated policy unless it is in writing and signed by an authorized officer of Novum Inc.

Informal communications including but not limited to telephone calls, live chat messages, email correspondence from non-authorized personnel, and social media communications do not constitute a binding obligation of Novum Inc.

3.3 Recording of Communications

We reserve the right to record, monitor, and retain all communications with our representatives for quality assurance, training, compliance, and dispute resolution purposes, in accordance with applicable law.

4. Data Privacy & Communications

All personal information you provide in connection with any inquiry or communication will be processed in accordance with our Privacy Policy and applicable data protection laws including GDPR, CCPA/CPRA, and PIPEDA.

Personal information provided through support channels is used solely to respond to your inquiry, resolve your issue, and improve our support services. It will not be used for marketing purposes without your explicit consent.

5. Preservation of Statutory Consumer Rights

Nothing on this page limits, excludes, or modifies any mandatory statutory consumer rights that apply to you based on your place of residence, including but not limited to:

· European Union & United Kingdom: your statutory 14-day cancellation right for distance sales and all other rights under the Consumer Rights Directive and UK Consumer Rights Act 2015;

· Australia & New Zealand: all statutory consumer guarantees under the Australian Consumer Law and New Zealand Fair Trading Act;

· California, United States: all rights under the California Consumer Privacy Act (CCPA/CPRA) and California Proposition 65;

· Canada: all rights under the Personal Information Protection and Electronic Documents Act (PIPEDA) and the Competition Act;

· Germany & Austria: all rights under the Act against Unfair Competition (UWG) and the German Civil Code (BGB).

You may exercise any applicable statutory rights by contacting us using the information above. We will process all valid statutory requests in accordance with applicable legal timeframes and requirements.

6. Dispute Resolution Escalation

We encourage you to contact us first to resolve any dispute, concern, or issue directly. The vast majority of matters can be resolved promptly through our customer support and escalation process.

If a matter cannot be resolved informally, it shall be resolved in accordance with the dispute resolution provisions set forth in our Terms of Service, including governing law and exclusive jurisdiction in the state or federal courts located in New Castle County, Delaware, United States of America.

7. Updates to Contact Information

We reserve the right to update or modify our contact information, routing procedures, or response protocols at any time. Material changes will be posted on this page with an updated effective date.