Shipping & Refund Policy

90-day money-back guarantee on qualifying devices. Because NovaCare is a personal rescue device used over the nose and mouth, refunds are subject to the conditions below.

Last Updated: June 29, 2025

Delivery

An order is considered successfully delivered once the carrier's tracking shows a "Delivered" status to the address provided at checkout.

If your tracking shows "Delivered" but you can't locate your package, please first:

  • Check with household members, neighbors, and your building's mailroom or front desk
  • Look around your property (porch, side door, garage, mailbox)
  • Contact us within 7 days at support@novacareus.com so we can open an investigation with the carrier

If your package still can't be located, we'll send one free replacement as a one-time courtesy — because your family's safety matters to us.

The only exception: where we can provide confirmed proof of delivery — such as a delivery photo, GPS coordinates, or carrier confirmation showing the package reached your address — the order is considered fulfilled and is not eligible for a free replacement or refund, unless shipping protection (ESP) was purchased at checkout.

If shipping protection was added to your order, you're fully covered — just contact us and we'll take care of it right away.

Damaged or Defective Devices

If your device arrives damaged, defective, or affected during shipping, we'll make it right.

What to do: Contact us at support@novacareus.com within 7 days of delivery with:

  • Your order number
  • A photo or video of the damage or defect (including the packaging, if it arrived visibly damaged)
  • A short description of the issue

We will:

  • Send a 1-for-1 replacement device at no cost to you — we'll cover everything
  • There's nothing to ship back — you don't need to return the damaged unit

This is separate from change-of-mind requests and applies to manufacturing defects or shipping damage only.

Wrong Item Received

If you receive the wrong product or quantity, contact us right away at support@novacareus.com with your order number and a photo of what you received.

We'll make it right and send you the correct item at no cost — there's nothing to ship back.

90-Day Money-Back Guarantee

Top C Group LLC stands behind The NovaCare Anti-Choking Device with a 90-day money-back guarantee. Our 90-day guarantee is here to give you a better, worry-free shopping experience and confidence in your purchase. We're happy to offer a refund — provided your request meets the conditions outlined below.

We want you to feel confident in your purchase and trust that you've made the right decision to protect your family.

Return Eligibility Requirements

Our 90-day guarantee applies under the following conditions:

  • The device must be unused and unopened, in its original sealed condition.
  • Requests must be made within 90 days of delivery.
  • For change-of-mind reasons (no longer wanting the device, preferring a different color or size, ordering the wrong item, ordering more than you need, wanting to keep only one of a multi-pack, or simply changing your mind): you keep the device — there's nothing to ship back — and we issue a 50% refund of the affected device price. Because the device is used over the nose and mouth and is shipped directly to you, we're unable to verify whether a returned unit has been opened or used, so we cannot resell returned units.
  • Multi-unit and bundle orders are provided as a single family safety set and cannot be separated out and returned individually.
  • Opened or used devices cannot be refunded for hygiene and safety reasons.
  • If your device was used in a choking emergency, contact us for a free replacement unit.
  • Defective or damaged on arrival: contact us within 7 days with photos for a free replacement.
  • Shipping charges are non-refundable.
  • We do not offer direct exchanges. If you'd like a different quantity or option, please request a refund and place a new order.
  • We reserve the right to refuse a refund where we detect signs of abuse — including repeated returns, or returning used devices as unused. Our 90-day guarantee is intended to give you confidence in your purchase, not to provide free temporary use of the device.

How to Request a Refund

Step 1: Contact us

Email us at support@novacareus.com with:

  • Your order number
  • The reason for your request
  • Any feedback about your experience

Step 2: Review

Our team will review your request against the conditions above and respond within 24 hours with the resolution available for your order. In most cases, there's nothing to ship back — you keep your device.

Step 3: Receive your refund

Once your request is approved, we'll process your refund to your original payment method within 10–15 business days. You'll receive an email confirmation when it's issued.

Refund Process

Refund timeline:

  • We process approved refunds within 10–15 business days
  • Your bank or credit card company may take additional time to post the refund to your account
  • You'll receive an email confirmation when your refund is processed

Refund method:

  • Refunds are issued to your original payment method
  • Credit card refunds appear as a credit on your statement
  • FSA/HSA refunds are returned to your FSA/HSA account

Refund amount:

  • Full refund is issued only when the device is defective, damaged on arrival, or faulty on our end
  • All other approved requests (including change-of-mind reasons) are issued a 50% refund, and you keep your device
  • Shipping charges are non-refundable

Non-Returnable Items

For safety, hygiene, and regulatory reasons, we cannot offer a refund in the following situations:

Used devices:

  • The device has been used in an actual choking emergency (contact us for a free replacement instead)
  • Sealed mask packaging has been opened or masks have been used
  • The device shows signs of use or contamination

Change-of-mind on opened devices:

  • The device has been opened or unsealed and is no longer in original condition

Cancellations

Before your order ships:

If you need to cancel, contact us as soon as possible at support@novacareus.com with your order number. If your order hasn't entered processing yet, we'll cancel it and issue a full refund. Orders move quickly, so please reach out right away.

After your order ships:

Once your order has shipped, it can no longer be cancelled or recalled. If you no longer want it, please wait until it arrives and contact us — your request will then be handled under the return conditions above (you keep the device, with a 50% refund).

Refund Delays

If you haven't received your refund after 15 business days:

  • First, check with your bank or credit card company — ask if a refund from Top C Group LLC is pending. Processing times vary by financial institution.
  • If it still hasn't appeared, email us at support@novacareus.com with your order number and we'll look into it right away.

Before Filing a Dispute

If you have any concern about your order — whether it's delivery, a refund, or the product itself — please contact us first at support@novacareus.com. Nearly every issue can be resolved quickly and directly with our team.

By placing an order, you agree to contact NovaCare to resolve any issue before initiating a chargeback or payment dispute with your bank or card provider. This allows us to assist you properly and resolve matters faster than a bank dispute, which can take significantly longer to process.

Multiple Returns

We reserve the right to refuse a refund or decline future orders if we detect patterns of abuse, including:

  • Repeated returns or refund requests across multiple orders
  • Returning or claiming a refund on used devices as if unused
  • Filing fraudulent or repeated claims

Our 90-day guarantee is intended to give customers genuine confidence in their purchase — not to provide free or temporary use of the device.

Agreement to Policy

By placing an order with NovaCare, you confirm that you have read, understood, and agreed to the conditions outlined in this Shipping & Refund Policy.

Questions

If you have questions about our policy or need help with a request, please contact us:

Top C Group LLC
Email: support@novacareus.com
1007 N Orange St, 4th Floor, Wilmington, DE 19801

We typically respond within 24 hours and will guide you through every step.

Our Commitment to You

At Top C Group LLC, we're committed to your satisfaction and your family's safety. Our 90-day guarantee reflects our confidence in The NovaCare Anti-Choking Device and our commitment to your peace of mind.

If NovaCare doesn't meet your expectations, we'll work with you to make it right under the conditions outlined above.

Your trust in our product means everything to us.