An account helps keep your orders, saved finishes, payment vault, contact preferences, and appointment information in one place. However, guest checkout is also available, with the possibility of creating an account after approval.

You will need an email address, password, first name, last name, country, state, and birthday. These fields are required so Nova Stones can provide a more bespoke approach to offerings, account support, and project guidance.

Yes. You can update personal details, outreach preferences, contact methods, and saved payment methods from My Profile.

Yes. If an order is connected to your email address, your account can help organize order details, saved finishes, appointments, and messages in one place.

Yes. Saved finishes are connected to your account so you can return to them later from My Favorites.

The email address and personal details stipulated upon account creation will remain on the account and cannot be altered. However, you may set payment and contact preferences that can later be used during checkout.

Use the password reset option on the sign-in page and follow the instructions sent to your email address.

Yes. Your account profile includes outreach preferences so you can control how Nova Stones communicates with you.

Yes. Your contact vault can store contact methods so your preferred communication details remain organized in your profile.

Account deletion can only be handled with the assistance of a Nova Stones advisor. You may request account deletion through any available contact method listed on the Contact Us page.

Samples help you review color, movement, and finish before committing to a larger surface order.

Natural stone varies by block and slab. Samples represent the material, but veining, tone, and movement can vary.

Choose the finish you are interested in and request the sample from the product page or through an advisor.

Order samples for the finishes you are seriously considering. If you are comparing color, movement, or finish, it is best to request more than one option before choosing the final material.

Yes. You can request samples for different rooms or applications so you can review how each finish works with lighting, cabinetry, flooring, and surrounding materials.

Sample availability can vary by finish, inventory, and material type. If a sample is not available, a Nova Stones advisor can help review alternatives or confirm the best way to evaluate the finish.

A sample is useful for reviewing the general color, finish, and character of a material, but natural stone varies from slab to slab. Final slab approval should be based on the actual available slab whenever possible.

Review the sample in the room where it will be used. Look at it during the morning, afternoon, and evening because lighting can change the way color, veining, and surface finish appear.

Samples can help you understand the finish texture, but the final slab may still vary slightly depending on the stone, fabrication, and finishing process.

Yes. You can speak with a Nova Stones advisor to compare samples, review suitable applications, and decide which finish is best for your project.

Sign in and open My Orders from your account navigation to review current and past orders.

In Progress means the order has been placed and is still being handled, reviewed, prepared, or fulfilled.

Yes. Use the live chat and select the specific order you want to discuss.

Yes. Sign in to your account and open My Orders to view the current status of each order.

Orders may appear as In Progress, Complete, or Canceled depending on the current stage.

My Orders displays up to ten orders per page. If you have more than ten orders, page numbers will appear below the list so you can move through additional order pages.

Expanded orders can show the product preview, billing address, shipping address, payment method, item description, slab quantity, square-foot price, and order total.

Yes. In My Orders, select the arrow next to an order to expand or collapse the full order details.

Yes. Open live chat and select the specific order you want to discuss. Messages connected to that order will stay organized under that order conversation.

If an unread message is connected to an order, the account navigation and live chat indicators can show that a new message is available.

The unread indicator clears only after you open the relevant conversation.

Yes. Older orders remain available in My Orders. If your account has more than ten orders, use the page numbers below the order list to view additional order pages.

Yes. Billing and shipping addresses can be stored separately when the order requires different details.

Yes. Address details can be updated from the account profile area.

Contact Nova Stones before fulfillment so an advisor can help review whether the order details can still be adjusted.

Yes. Your account can store address details so billing, shipping, and project information can remain organized for future orders.

Sign in to your account and open My Profile to review or update the address information connected to your account.

Your profile address can be used as a reference for order details when billing or shipping information has not been entered separately.

Yes. A project or delivery location can be different from your billing address when the order requires a separate shipping destination.

If the order has not yet been fulfilled or shipped, contact Nova Stones as soon as possible so an advisor can review whether the address can still be changed.

Provide the full street address, apartment or suite number when applicable, city, state, ZIP code, country, and any relevant project delivery details.

Enter the closest complete version of the address and contact a Nova Stones advisor if additional delivery notes or special instructions are needed.

Yes. Saved payment methods are managed from the Payment Vault inside My Profile.

Yes. You can set a saved card as the default method when managing your payment vault.

Open My Orders and expand the order to review the payment method shown with that order.

Available payment methods are shown during checkout. If a payment method is not available, contact a Nova Stones advisor for assistance before placing the order.

Payment timing depends on the checkout flow and the order type. Review the payment step carefully before confirming your order.

Saved payment methods appear in your Payment Vault so you can manage the card details connected to your account.

Nova Stones does not need to display your full card number inside your profile.

Yes. Open My Profile and manage your Payment Vault to remove a saved payment method when deletion is available.

A default payment method is the saved card selected as your preferred method for account payment activity.

Confirm that the card details, billing address, and available funds are correct. If the problem continues, use another payment method or contact a Nova Stones advisor.

Open My Orders and expand the order. The payment method connected to that order appears with the order details when available.

The 3D Configurator is a digital tool that helps you visualize and build a surface order by entering project details, measurements, and finish preferences.

Yes. The configurator can help estimate the square footage required based on the dimensions and selections entered during the configuration process.

No. Some products can be purchased directly from the product page, while configured surfaces may use the configurator to calculate the project requirements more accurately.

You may be able to explore the configurator before account creation, but saving configurations, placing orders, or receiving project support may require an account or guest checkout approval.

Yes. Review your measurements, finish, quantity, and project selections carefully before checkout. Adjustments should be made before the order is submitted.

Incorrect dimensions can affect square-foot estimates, pricing, and project planning. Review all measurements carefully and contact a Nova Stones advisor if you need help before placing the order.

Yes. A Nova Stones advisor can help review your project, explain configuration options, and guide you through the process when additional support is needed.

No. The configurator is a planning and ordering tool. Final project measurements should be reviewed carefully, especially for complex spaces or fabrication-sensitive installations.

When account features are available for the configuration, saved project details may remain connected to your account so you can return to them later.

Yes. Once the configuration is complete and the required details are reviewed, you can proceed toward checkout or advisor-assisted order review when applicable.

Shipping may depend on the destination, material type, order size, weight, handling requirements, and delivery method available for the order.

Shipping availability depends on the order details and destination. If your location requires special handling, a Nova Stones advisor can help review available options.

Yes. You may use a project address as the shipping destination when it differs from your billing or profile address.

Contact Nova Stones as soon as possible. Address changes may be possible only if the order has not already moved into fulfillment or shipment preparation.

When tracking details are available for the shipping method used, they may be provided through your account, order updates, or advisor communication.

Yes. Natural stone, slabs, and heavy surface materials may require special handling, freight coordination, or delivery conditions to protect the order.

You may request a preferred delivery timeframe, but final delivery timing depends on order preparation, shipping availability, and carrier coordination.

Inspect the order carefully upon arrival. Review packaging, material condition, and delivery details before accepting or reporting any issue.

Contact Nova Stones immediately and provide order details, photos, and any delivery documentation so the issue can be reviewed.

Yes. Shipping can be affected by material availability, freight coordination, weather, carrier delays, or project-specific handling requirements.

Warranty availability depends on the product, material, finish, application, and the terms connected to the order.

Warranty coverage depends on the product and the terms connected to the order. Coverage may vary based on material, finish, application, and use conditions.

Care guidelines are individually placed on product pages when available. Review the product-specific guidance before installation, cleaning, or maintenance.

Natural stone can vary in veining, tone, texture, movement, and mineral character. These natural variations are generally part of the material and should be reviewed before purchase.

Repairs may be reviewed on an individual basis once an inquiry is submitted through your preferred contact method.

Provide your order number, contact details, photos, product information, and a description of the concern so the warranty review can begin properly.

Review timing depends on the product, the issue reported, and the documentation provided.

Contact Nova Stones through the available contact methods on the Contact Us page so an advisor can review the request and next steps.

Warranty eligibility may depend on proper handling, installation, and use. Project-specific conditions can affect what support is available.

Yes. A Nova Stones advisor can help explain the warranty context connected to your product, order type, and application.

Return eligibility depends on the order type, product condition, customization, fulfillment stage, and applicable return terms.

Custom, configured, cut, reserved, or project-specific orders may have limited return eligibility because they are prepared for a specific customer or project.

Contact Nova Stones as soon as possible with the order number, photos, product details, and a clear description of the issue.

Provide your order number, contact details, photos, product information, delivery documentation when applicable, and a description of the return request.

Review timing depends on the nature of the request, order details, and the documentation provided.

Contact Nova Stones through the available contact methods on the Contact Us page so an advisor can review the request and next steps.

Sample return eligibility depends on the sample type, condition, and the return policy connected to that request.

Installed, altered, or project-used materials may have limited return eligibility. An advisor can review the specific situation.

If a return is not eligible, a Nova Stones advisor can still help explain the reason and review whether any other support path is available.

Yes. A Nova Stones advisor can help explain how return considerations may apply before you place your order.