Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Frequently Asked Questions
How does this actually work?
Our product is engineered to deliver a specific, repeatable result by combining quality materials with a thoughtful design that targets the root of the problem, not just the symptoms. Once you start using it as directed, the mechanism does the heavy lifting for you. There is no complicated setup, no learning curve, and no guesswork. Just consistent use and consistent results.
Why is it priced higher than cheaper alternatives I have seen online?
Cheap alternatives are cheap for a reason. They cut corners on materials, quality control, and longevity, which means you end up replacing them (or worse, still dealing with the original problem). When you factor in the cost of not solving this properly, the frustration, the wasted money on things that did not work, the time lost, this pays for itself quickly. We priced it to last and to actually deliver.
Is it safe to use? Any side effects or risks I should know about?
Yes, it is safe when used as directed. We have built it with materials and standards that pass rigorous testing, and thousands of customers use it daily without issue. If you have a specific medical condition, allergy, or concern, we always recommend checking with your GP first, just to be sure. Your safety is non-negotiable for us.
How often should I use it to get the best results?
Consistency is the key here. Most customers see the best results by using it daily, or as part of their regular routine. It only takes a few minutes per session, so it is easy to fit in even on busy days. The more consistently you use it, the better and faster the results compound.
Who is this really for? Will it work for my situation?
It is designed for anyone dealing with the core problem we solve, whether that is at home, at work, while travelling, or somewhere in between. Our customers range from busy parents to professionals to retirees, and the use cases are genuinely wide. If you are unsure whether it fits your specific situation, message our team and we will give you a straight answer.
Will it fit into a busy lifestyle, or is it going to be one more thing to manage?
We deliberately designed it to slot into your existing routine rather than add to it. It takes minutes, not hours, and works whether you are at home, travelling, or juggling kids and work. Plenty of our customers tell us they barely notice the time investment because the result is worth it. No extra mental load, no complicated upkeep.
How soon will I actually see or feel results?
Most customers notice a real difference within the first 2 to 4 weeks of consistent use, with results continuing to build from there. Some feel it sooner, some take a little longer. We will not promise overnight miracles because that is not how real, lasting results work. What we will promise is that if you use it as directed, you will feel the difference.
How is this different from other options I could try?
Most alternatives either treat the symptom and not the cause, or compromise on quality to hit a low price point. We focused on solving the actual problem with a design that holds up over time. You are not paying for marketing fluff or a fancy box, you are paying for something that works and keeps working. That is the difference.
What is it made of, and is it built to a proper standard?
We use high quality, tested materials that meet recognised safety and durability standards. We do not cut corners on what goes into the product, because that is what determines whether it actually delivers. Where relevant, we choose materials that are sustainable, non-toxic, and built to last well beyond a single season of use. Full ingredient or material details are listed on the product page.
How do I look after it so it lasts?
Care is straightforward. Follow the simple guidelines included with your order (usually a quick clean and proper storage between uses) and it will hold up beautifully for the long term. We have designed it to be low maintenance because we know nobody wants another high-effort product in their life. Look after it reasonably and it will look after you.
Any tips to get the most out of it?
The biggest one is consistency, use it as directed rather than sporadically. Avoid the common mistake of expecting results without putting in the few minutes a day it takes. Follow the quick start guide that comes in the box, and reach out to our team if you want personalised pointers. Most customers who follow the basics get the strongest results.
Is there a warranty if something goes wrong?
Yes. Every order is backed by our warranty covering defects in materials and workmanship. If something is not right out of the box or fails through normal use, contact our support team and we will sort it out, repair, replacement, or refund depending on the situation. The full warranty terms are on our policies page. No fine-print gymnastics.
How fast will I get it, and can I track the order?
Orders ship within 1 to 2 business days from our local warehouse. Standard delivery typically arrives within 3 to 7 business days depending on your location, and express options are available at checkout if you need it sooner. You will get a tracking link by email the moment it leaves us, so you can follow it all the way to your door.
What if it does not work for me?
You are covered by our 30-day money-back guarantee, no questions asked. Try it, use it properly, and if you are not happy for any reason, email our team and we will refund you. We can offer this because the vast majority of customers love it, but if you are the exception, you will not be out of pocket. Zero risk on your end.
Product Questions
Are your products safe and food-grade?
Yes. Our products are made from quality, food-safe materials designed for everyday use, so you can pack with total peace of mind.
How do I keep my Novora products clean?
Simply rinse your toothbrush head or tongue scraper under running water after each use and let it air dry. Keeping them clean and dry between uses helps them stay fresh and hygienic.
Are your products good for sensitive teeth and gums?
Yes. From the soft bristles on our toothbrush to the comfort-headed scraper, our products are designed to clean effectively while staying gentle, making them a great choice for sensitive teeth and gums.
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Have a special someone who you think needs some of our products in their life? You can ship any Novora™ product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus,, we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact that we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!
Are you stocked in any stores anywhere?
Nope, it’s just us! Our Novora™ products are only available on our online store here in Australia. Unfortunately, we don't currently offer international shipping.
Returns & Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk-free trial of our products, during which you can return them at any time.
However, not all items are eligible. Any exclusions will be called out on product pages and/or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 100 days of the delivery/receiving of the order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return the products?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and/or at checkout. All products must be returned in as-new condition, with any tags and the original box.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Do I have to pay for returns?
We’ve got you covered here too. All eligible returns (for both refunds and exchanges) within Australia will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office! Just contact our friendly team here and they will be able to help you along the way.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.
Payment
How secure is your payment?
All jokes aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hi@mynovora.com.au. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best, so we love hearing your thoughts. We also love hearing your Novora™ stories, as it warms our hearts to see our products being used and loved out in the big, wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our Novora™ HQ is located in Brisbane, Queensland. Your Novora™ products start their journey to you from our warehouses in Sydney and Melbourne.
*Please note: Our Novora™ HQ is not a retail store, and we hold no stock there; we are unable to offer collection at any of our fulfilment centres.