Frequently Asked Questions
Find quick answers about orders, delivery, payment, products, exchanges, warranty, and customer support.
Do you offer Cash on Delivery?
Yes. NovaGear offers Cash on Delivery across Morocco. You can place your order online and pay when you receive your package from the delivery courier.
Our team may contact you by phone or WhatsApp before shipping to confirm your order details.
Do you ship across Morocco?
Yes. NovaGear delivers to cities and regions across Morocco.
Please make sure your phone number, city, and delivery address are correct to avoid delays or failed delivery attempts.
How long does delivery take?
- Casablanca: Within 24 hours.
- Other cities: Usually within 1–2 business days.
Delivery may occasionally take longer during public holidays, bad weather, remote-area deliveries, or periods of high demand.
How much does delivery cost?
- Casablanca: 20 DH
- Other cities: 35 DH
- Free Shipping: Orders over 1199 DH
How can I track my order?
You can check your order status through our dedicated Track My Order page.
Track My Order →Are NovaGear products authentic?
Yes. NovaGear sells authentic gaming products sourced from trusted suppliers and established gaming brands.
Our goal is to provide reliable gaming gear with the quality and performance expected from the original product.
Do your products come with a warranty?
Warranty coverage depends on the product and its applicable warranty period.
Eligible manufacturing or technical defects may be covered after the product has been inspected and tested by NovaGear.
Warranty does not cover damage caused by misuse, liquids, impact, unauthorized repairs, modifications, cable misuse, or normal wear and tear.
View Warranty Policy →What happens if my product has a problem?
If your product develops a technical problem while it is still within its applicable warranty period, contact our support team first.
When necessary, a delivery courier may collect the product and return it to NovaGear for inspection and testing.
If an eligible warranty defect is confirmed, NovaGear will arrange a new replacement according to the applicable warranty conditions.
For a confirmed warranty defect, the customer does not pay collection or replacement delivery fees.
Can I exchange a product if I change my mind?
Yes, under specific conditions.
A product exchange request must be made within 24 hours of delivery.
The original product must remain:
- New and unused
- In its original condition
- Complete with all original accessories
- Inside its original packaging
- Free from damage, marks, or signs of use
The replacement product must have a higher price than the original product, and the customer pays the price difference.
View Return & Exchange Policy →Can I exchange a used product?
A change-of-mind exchange is not available once the product has been used, damaged, marked, or is no longer in new condition.
This does not affect eligible warranty requests for genuine technical defects during the applicable warranty period.
What should I do if I receive a damaged or incorrect item?
Contact NovaGear as soon as possible and provide:
- Your full name
- Your order number
- A clear explanation of the issue
- Photos of the product and packaging
- A short video when necessary
Our team will review the case and explain the next steps.
Can I refuse my package when the courier arrives?
If there is a genuine issue with your order, contact NovaGear support as soon as possible.
Unjustified refusal, unavailable contact information, or repeated failed delivery attempts may result in the package being returned. Another delivery attempt may be subject to applicable delivery charges.
How can I contact NovaGear?
You can contact our support team through WhatsApp, email, Instagram, or our Contact Us page.
We can assist you with product questions, orders, delivery, exchanges, and warranty requests.
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