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Frequently Asked Questions (FAQ) NOVA Membership and LightYears Reward Points, Referral Program and Media Submissions What is a NOVA Membership and how can I become a member? What is a NOVA Membership and how can I become a member? To become a NOVA Member all you have to do is purchase one of our handheld lasers (X-Series with membership package or Alpha Series). After you have made your purchase you will receive your exclusive member discount code via email. Within one business day of us processing your order we will add your account to our member database in order to activate your discount code. If you'd like to be added sooner please feel free to contact us! After your account has been added to our database you will receive 15% off on any purchases of products from our Accessories, Optics and
Once a member, always a member - your discount code will be valid on an unlimited number of future purchases. Keep a lookout for new products as we're always adding to our selection. What are LightYears and how can I earn them? LightYears Reward Points give you even more value for every dollar you spend in our store. Both NOVA Members and regular customers receive LightYears on any of their purchases which are eligible. LightYears are converted as follows: 100 LightYears = 1 dollar to spend in our store! To check how many LightYears you have, just login to your account. The number of LightYears you can earn on a product is listed in the product details pages. Your LightYears add up in your account any time you make a purchase and can be redeemed on any purchase that you choose. You can use any number of LightYears on any purchase - it's up to you. LightYears cannot be used toward shipping and handling charges or taxes, if any. What is your Referral Program and how can I refer someone in order to earn LightYears in my account? For every new customer that you refer to our store you will receive 10% worth of their first purchase in LightYears. For example, if you've got a friend who has seen your X85 laser and is so impressed they'd like one of their own, use our Tell a Friend feature on each of our product details pages to let them know! When your friend receives the email, clicks on the link contained their, and makes a purchase of any product/s during that first visit to our store - you receive 10% worth of their purchase in LightYears! So, if your friend buys an X85 laser, for example, you will receive USD21.90 to use in our store - with our great selection of affordable accessories this means you can get a ton of free stuff just by letting others know what an awesome laser store you've discovered! To refer someone follow these easy steps: 1. Go on any of our product details pages and click on the Tell a Friend button. This will allow you to send an email to your friend with a link to our store. How does your media submissions system work and how many LightYears will I earn for each submission? NOVAlasers accepts photos, videos and experimental write-up submissions for publication on our website. Photos and videos will be featured in our Media Gallery while experimental write-ups will be posted in our Laser Info section. Please submit any of your work directly to our email at service@novalasers.com. LightYears are allocated as follows: Each photo: 50 LightYears Preferred photograph formats: high-quality, non-compressed jpg For rules, regulations and further criteria on media submissions go to our Media Gallery page (for photos or videos) and Laser Info page (for experimental write-ups). For full rules and regulations please go to our Policies page. Shopping How do I buy a product? How do I buy a product?
Online – if you would like to make your purchase through our website place the product/s you would like to purchase in the online shopping cart. You can review the products in your shopping cart and add or remove products as needed. When you are finished adding products to the shopping cart proceed to checkout and follow the instructions provided. Our online shopping cart system accepts all major credit cards, checks, postal money orders and wire transfers as possible methods of payment. Telephone – if you would like to place your order over the telephone or would like help with placing your order online, contact us at 1 (416) 651-0355 Monday to Friday 10 am to 5 pm Eastern Time. Our sales staff is standing by within these business hours to help you with your order. If you are calling outside of business hours please leave a message and we will return your call as soon as we can. Telephone order payment can be made by all major credit cards, checks, postal money orders and wire transfer. What methods of payment do you accept? PLEASE NOTE: All of our prices advertised on our website are in US Dollars. NOVAlasers can accept the following methods of payment: Credit Cards – all major credit card (Visa, MasterCard, AMEX, Discover) payments are accepted either through our secure on-line shopping cart or over the telephone at 1 (416) 651-0355 Monday to Friday 10 am to 5 pm Eastern Time. Check – payments by US or Canadian checks are accepted. Please note that Canadian checks are held for 5 business days and US checks are held for 15 business days. Your order will be released for shipping only after the funds from the check have cleared. PLEASE NOTE: only checks with the correct amount in US Dollars can be accepted. If you are unsure as to the total amount for your order please contact us prior to sending a check. Postal Money Order – payments by US or Canadian postal money orders are accepted. There is no hold on the funds through this method of payment and your order will be released for shipping as soon as we have redeemed the funds from the postal outlet. Postal money orders can be obtained by going to your local postal office. Please be sure to specifically ask for an International US-Dollar Postal Money Order. PLEASE NOTE: only postal money orders with the correct amount in US Dollars can be accepted. If you are unsure as to the total amount for your order please contact us prior to sending the postal money order. Please send checks and postal money orders to NOVAlasers at the following address: Wire Transfers – payments by wire transfer are accepted. If making your payment via wire transfer please contact NOVAlasers for our banking information. Purchase Orders – NOVAlasers welcomes purchase orders from US and Canadian public and private educational institutions, governmental organizations, medical facilities including hospitals and clinics, public and private research laboratories, and other established companies. Please forward purchase orders through fax at 1 (888) 863-2392 or over email at sales@novalasers.com. Telephone Orders: If you would like to place your order over the telephone please give us a call at any time and NOVAlasers’ sales staff will be happy to assist you! If you are calling to place an order within our business hours (Monday to Friday 10 am to 5 pm Eastern Time) we will process your order at that time. If you are calling to place an order outside of business hours please leave a message and NOVAlasers’ sales staff will give you a call back as soon as we can. All other payment methods may not be accepted by NOVAlasers. To inquire whether a payment method not listed above is suitable for your purchase please contact us. NOVAlasers contact information for payment inquiries is as follows: When will I be billed? If paying by credit card, you will be billed at the time the order is placed. If paying by any other method of payment the money will be withdrawn depending on the method of payment. How do I change my order? If you have not yet gone through the checkout process in the online shopping cart you can change your order at any time by adding or removing items. To do so click on the View Shopping Cart link at the bottom or top of our webpage. If you have already gone through the checkout process and you need to change your order please contact us as soon as possible over the telephone at 1 (416) 651-0355 or through email at sales@novalasers.com. I need custom work done on my order or I have a special request. How can I contact you? We’re always happy to accommodate custom orders or special requests. Please contact us as soon as possible at 1 (416) 651-0355 or by email at sales@novalasers.com. Shipping Where do you ship from? Where do you ship from? For maximum quality control and integrity assurance all of our products are shipped directly from our facilities in
Where do you ship to? All NOVAlasers products can be shipped to any country in the world! The shipping service available and delivery times will differ depending on the destination. Will there be duties and taxes charged on my order? All of our products are shipped from our facilities in
What shipping services do you provide?
How do I choose my preferred shipping method? You can choose your preferred shipping method when completing your order online through our shopping cart (instructions are provided), or when placing your order over the telephone. How much will shipping cost to my location? Shipping charges are dependent on the shipping weight of your order, the location to which the order is being shipped, and the delivery service standard required. To obtain a shipping quote you can use our online shopping cart. Add to the shopping cart the products that you are interested in having shipped and click on the Estimated Shipping Charges link. How long will it take for my order to ship? If a product is not marked as out-of-stock on our website and is ordered before 10 am Eastern Time, it will be shipped either the same day that the order was placed or on the following business day, depending on work-load in the shipping department. Please allow an additional day for shipping the product out during the busy holiday season. If you require your order to arrive by a given date please contact us to make arrangements. PLEASE NOTE: If a customer orders overnight shipping before 10 am Eastern Time on a business day, the product will be shipped by an overnight shipping method the same day. If the order is placed either after 10 am Eastern Time or on a non-business day (this includes weekends and holidays) the order will be shipped the following business day by an overnight shipping method, unless NOVAlasers has been contacted and other arrangements have been made. If a product is marked as out-of-stock on our website the lead time for most products is 2-4 weeks. The order will be shipped as soon as we have the item in-stock. In order to receive an estimated time of delivery for your order please contact us. NOVAlasers contact information for shipping inquiries is as follows: How can I confirm that my order has been shipped? Once your order has been shipped we will notify you via email. This email will contain tracking information, if available. You can also check the status of your order, and obtain tracking information, by logging-in to your account via our webpage and clicking on the link to View Previous Orders. How can I track my order? Once your order has been shipped we will notify you via email. This email will contain tracking information, if available. You can also check the status of your order, and obtain tracking information, by logging-in to your account via our webpage and clicking on the link to View Previous Orders. How long will it take for my order to arrive once it has been shipped?
When choosing your preferred shipping method through our online shopping cart the service standard time for delivery will be displayed by each choice. When placing your order over the telephone our sales staff will provide you with an estimated time of delivery. I am concerned about my shipment or my order is taking longer than stated to arrive. How can I find out more information? Please contact us by telephone at 1 (416) 651-0355 or over email at sales@novalasers.com and we will promptly assist you with your concerns. Returns What is your return policy? What is your return policy? NOVAlasers guarantees that the product received by the customer will in appearance as well as in all specifications be as advertised on our website (www.novalasers.com) or by our staff either through email or over the telephone. If the product does not meet advertised specifications as determined by NOVAlasers it will be repaired or replaced under warranty service. NOVAlasers cannot be held accountable for the suitability of our product for particular applications. It is the responsibility of the customer to purchase the product/s that will be suitable for their required application. NOVAlasers will do all that we can to assist customers in choosing appropriate product/s however we do not guarantee refunds on any of our products. Exception on all X-Series and Alpha Series lasers: All X-Series and Alpha Series lasers have a 7 day money back guarantee. If you are not satisfied with your X-Series or Alpha Series laser for any reason you can return it for a full refund minus the shipping costs, no questions asked. The 7 days are marked from the time you receive the laser at your location, verified by tracking or service standard information, to the time that the laser is picked up for return to us. Prior to sending back a return, you must contact NOVAlasers to receive a Return Authorization Number. NOVAlasers cannot accept returned packages without a Return Authorization number clearly displayed on the package. All non-authorized returns may be Returned-to-Sender at NOVAlasers’ discretion. Warranty Service What do I do if my laser is not working properly? What do I do if my laser is not working properly? If there is a malfunction with your laser please contact us by telephone at 1 (416) 651-0355 or through email at sales@novalasers.com. How long is my warranty? Our X-Series lasers, Alpha Series lasers and Professional Series Silver laser pointers carry a 90 day warranty. If your laser stops working within the warranty period we will repair or replace it for you at no charge. The only exception is if the damage occurred as a result of intentional disassembly or modification of the laser or if the laser was subjected to excessive shock or impact in which case the warranty has been voided. How do I send my laser back for warranty repair? In order to ship your product back for warranty repair please contact us. We will first try to help you resolve the problem without having to send your product back. If the product is still malfunctioning, you will be issued a Return Authorization number and emailed information as to how to ship your product back to us. PLEASE NOTE: NOVAlasers cannot accept returned packages without a Return Authorization number clearly displayed on the package. All non-authorized returns may be Returned-to-Sender by NOVAlasers’ shipping/receiving department. What if my laser stops working after the warranty period expires? If your product malfunctions after the warranty period has expired we will still repair it for you, charging the repair costs only, as well as shipping costs of shipping the product back to you. The repair costs are calculated based on the components and time needed in order to repair the product. We do not make profit on out-of-warranty repairs, providing this as a service to our customers. If you require out-of-warranty service please contact us over the telephone at 1 (416) 651-0355 or via email at sales@novalasers.com in order to make arrangements. Product Questions What is a laser? What are lasers used for? What is a laser? What are lasers used for? The word laser stands for; Light Amplification by Stimulated Emission of Radiation. A laser is a coherent light source. Light is made up of photons which are particles that behave as waves. In a laser device the waves are synchronized (coherent). To learn more visit our LASER INFO section. How is one of your lasers made? What’s inside? To learn more visit our LASER INFO section. How are the different output power levels achieved? All of our lasers are manufactured in series of production runs. Each unit is made with care for maximum output power and efficiency. The output power of each particular unit depends on the crystal alignment and crystal purity. After each production run the lasers are rigorously tested and sorted based on output power level. Most lasers qualify in the mid-power ranges. How do you test the output power? NOVAlasers measures the average output power of all of our lasers, not the peak output power. Some retailers measure only the peak output power of their lasers, meaning that the laser will be sold, for example, as a 100mW if it reaches that output power at all, even if for only a second or two! It is very important to verify how the lasers are classified into each output power category before purchasing a laser. NOVAlasers prides itself on having a rigorous testing method. We measure the average output power, meaning that when we classify a laser as 100mW this output power is sustained and the laser peaks at even higher output powers – giving you more value for your dollar. NOVAlasers tests each individual unit using a Gentec Solo PE graphing laser power meter as well as a Coherent Laser Check. The output power is graphed by a computer to give the average output power reading. CLICK HERE for more detailed information on our testing methods. How can I verify the output power of my laser? The only way to accurately test the output power of your laser is to use a smaller Coherent Laser Check. You can purchase these relatively inexpensively. Other ways to verify output power is to compare your laser to other lasers of known output power. Do your lasers have built-in IR filters? All of our lasers have internally fixed IR filters ensuring that 99.5% of all IR output is blocked from the aperture. We take all of our output power readings with the IR filters intact ensuring that the measured output power of your laser is not inflated by infra-red.
Are any of your lasers modified? None of our lasers are modified. They are manufactured to output at the power level they are sold at. Some lasers on the market have been modified to achieve the output power they are sold at. The modification is done by accessing the potentiometer of the laser (the component that regulates the amount of current going into the laser circuit) and turning it up. Please be advised that this practice significantly shortens the life of the laser and the modification itself can damage the unit. Legality and Safety Are your lasers legal? Are your lasers legal? Laws governing the import and use of laser products differ in each country. Each country has different standards of which lasers can be imported and what applications they may be used in. It is the customer’s responsibility to follow the laws of their respective country and to determine the suitability of our laser products for each particular application. Are your lasers safe? All lasers must be used with caution. Lasers of <5mW of output power (ClassIIIa) are classified as “eye-safe” for momentary exposure, but even with ClassIIIa lasers please exercise caution and do not point the laser into yours or anyone else’s eyes. Lasers of 5mW-500mW are classified as ClassIIIb lasers and must be used with caution. Never point these lasers into yours or anyone else’s eyes as serious eye damage could result. We recommend the use of laser safety goggles with our >5mW lasers. If you are going to use the laser as a pointing or instruction device in a classroom or business setting we recommend that you purchase one of our <5mW ClassIIIa laser pointers. Our higher powered >5mW lasers should not be used as pointing devices nor are these devices suitable for individuals under 18 years old. Do you have a delivery guarantee? Yes! We guarantee that our products can be delivered to your location, if we have accepted your order. We guarantee that packages will not be seized by customs or we will send out a replacement package. This does not include mistakes made by the shipping companies.
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