Frequently Asked Questions

Frequently Asked Questions

How long will my order take?

Most Nuvō Living pieces are handcrafted to order. Production takes 2–4 weeks for complete units and 1–3 weeks for individual components, followed by 1–2 weeks of freight transit — approximately 3–6 weeks total from order to delivery.

Hand-hammered copper and custom color work take longer than standard finishes. Your order confirmation includes the production window for your specific piece, and we email you the moment it ships.

How much is shipping?

Orders of $1,500 or more ship free to the continental United States. Orders under $1,500 ship for a flat $75. Alaska, Hawaii, and offshore addresses are quoted individually.

How does delivery work?

Pieces ship crated by LTL freight. The carrier calls to schedule an appointment, delivery is curbside on a lift gate, and someone 18 or older must sign. White glove placement is not available. Inspect the crate before you sign and note any damage on the delivery receipt — this protects your claim.

Can I cancel my order?

Within 24 hours — yes, free, for any reason. Full refund, no restocking fee, no explanation needed. We hold every order for a full 24 hours before releasing it to the manufacturer, specifically so this window is real.

After 24 hours — no. Your order has been released to the manufacturer and production scheduled. There is no percentage you can pay to unwind it, because your piece is being built to a specification that cannot be resold.

Email support@nuvo-living.com with your order number — email creates a timestamp, which protects you.

Can I return a made-to-order piece?

No. Made-to-order pieces are final sale and cannot be returned or exchanged for change of mind.

This does not limit your rights if something goes wrong on our end — if a piece arrives damaged, arrives defective, or is not what you ordered, report it within 2 business days of delivery and we resolve it at no cost to you.

What about stock accessories?

Items that are not made to order may be returned within 30 days, unused and in original packaging, with prior written authorization. A 15% restocking fee applies (40% if no longer resaleable), and return shipping is the customer's responsibility.

How long do refunds take?

Approved refunds are processed within 5–7 business days. Your bank or card issuer may take additional time to post the funds.

What payment methods do you accept?

Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay.

Do these products need professional installation?

Many do. Gas, electrical, and plumbing connections must be made by appropriately licensed professionals in accordance with the manufacturer's instructions and local code. We provide manufacturer specifications and clearance requirements on request.

Should I call before ordering?

On pieces with multiple sizes, finishes, fuel types, and ignition systems — yes. A short conversation prevents most ordering mistakes, and these configurations are built in permanently. Call +1 (866) 688-0882.

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Full terms: Shipping Policy · Return & Refund Policy · Warranty

Nuvo Living LLC
support@nuvo-living.com · +1 (866) 688-0882
Monday–Friday, 9:00 AM–6:00 PM PT