NOVRITSCH Support

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Account & Orders

Here you will find information regarding every aspect of your order and requirements towards your account.

To comply with legal requirements, you must be at least 18 years old to purchase an airsoft gun.

Verification of your age is required only once, upon your first purchase with us.

Please note that age verification cannot commence until after you have placed an order, as it requires matching the name on your ID with the name of the person who placed the order. 

Once your purchase is complete, you will receive instructions on how to verify your age, including a redirect to https://novritsch.com/verification/.

Your order will not be dispatched until our team has completed the verification process. 

For this verification, please submit a clear image of one of the following documents:

  • Passport,
  • Driving Licence, or
  • Any ID card that clearly displays your name and birthdate.

It is crucial to ensure that the email address used for verification matches the one used for your purchase, as this facilitates the accurate matching of your document with your order.

For privacy concerns, you are permitted to obscure all parts of the ID except for your full name and birth date.

Note: Additional/Other verification documents may be required for certain countries:

 

CountryDocument required
United KingdomUKARA number
The NetherlandsNABV License Scan
SwitzerlandImport Permit Scan

Payments

We are trying to make the payment process as easy as possible for you.

Currencies

Prices in the European webshop are shown in Euro, while prices in the US webshop are shown in US Dollar. However, we are accepting all currencies in the payment process.
For example: When using your Credit Card with a Canadian Dollar account, the currency gets converted automatically.

Refund Durations

After a refund is performed by us, it can take multiple days until it shows on your account, depending on the payment method.

  • Refunds to your PayPal account take around 1-2 business days to reach your account.
  • Refunds for credit card payments take around 4-8 business days, depending on the card you are using.

Available Payment Methods

Payment Method Available for Processing Time
PayPal All countries Instant
Credit Card (Visa, Mastercard, American Express) All countries Instant
SOFORT Bank Transfer Austria, Belgium, Germany, Italy, Netherlands, Spain 2-4 Business Days
Bank Transfer Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Iceland, Ireland, Latvia, Lithuania, Luxembourg, Malta, Norway, Portugal, Romania, Slovakia, Slovenia, Sweden, Switzerland, United Kingdom 2-3 Business Days
EPS Austria Instant
Przelewy24 Poland Instant
iDeal Netherlands Instant
Bancontact Belgium Instant
giropay Germany Instant

Unavailable Form of Payments

Unfortunately, we currently cannot accept any gift cards or Discovery.

About Preorders

As the demand for our products is often higher than expected, we offer you the possibility to preorder for the next batch. This way, we want to offer our customers a possibility to reserve a spot for one of our products.

Waiting Times

The waiting times vary and should always be shown on the product page of the certain item that is available for preorder.

If any delays occur, you will be contacted by us via e-mail.

Payment for Preorders

Full payment is already required when placing the preorder

Order Statuses

Please have a look at the information below to find out what the status of your order means.

Awaiting Verification

Age verification is needed if you ordered an airsoft gun with us. Otherwise the order cannot be shipped.
Unfortunately, we are not able to send any airsoft guns without an age verification due to legislation. We will treat your data confidential and you can request deleting your documents after verification. You can also cover all parts of the ID except for the birth date and your name.

Please follow this link to get your ID checked.
https://novritsch.com/verification/

Please make sure that you are using the same email address that you have used with your account on Novritsch.com.

Preparing package


Your order is in the status “preparing package” which means that it will be dispatched soon. You will receive your tracking ID via email once the package is forwarded for postal services. Your order should not be in this status for more than 2-3 working days.

Completed

Your package is on the way to you or already with you. You should have received a tracking ID via email.

Refunded

We refunded your order. A refund can take up to 7 working days (in some cases) to be processed. This depends on the payment method you chose.

On hold

We did not receive your payment yet. Depending on the payment method it can sometimes take up to two working days for the payment to arrive. Your order status should then change automatically. We recommend that you reach out to us if the status doesn’t change within 3-4 working days

Manual Check

Your order needs to be looked into by one of our employees. You do not have to do anything as we will look into this on our end and either adjust your order or contact you (if further information is needed).

On Preorder

You have ordered a gun that is not available yet. We work with a preorder system that allows our customers to reserve a spot for our highly wanted airsoft guns. The preorder time frame depends on the product you have ordered.

Please have a look at the product page of the preordered item, the information should be shown there.

Failed

Unfortunately your order failed. If any payment was booked from your account, it will be booked back within a few working days. We recommend contacting your bank to make sure you are allowed to make international transactions.

Please feel free to place a new order with us.

Waiting for customer response

We reached out to you in the past and are waiting for your response. Please reach out to us, so we can assist you.

Buying Novritsch Products from Other Parties

Please check the following points, if you are planning to buy Novritsch products from another company or second hand.

Airsoft Retailers

In some countries, Novritsch products are offered by airsoft shops.

A list of our retailers can be found here: https://eu.novritsch.com/retailers/

Please keep in mind that if you are buying from third parties, repairs and warranty cases need to get solved by the company you bought the products from.

Second Hand Products

If you are buying our items second hand, please ask the seller for his or her order confirmation, so you can claim the warranty for the products.

Cancellation Requests

Cancellation of not dispatched order

If you would like to request a cancellation of an order that did not get shipped yet, please get in touch with our support team. Please keep in mind that we are usually shipping out orders within a short time frame, and it might be possible that we cannot stop your shipment any more.

Pre-order Cancellation

Please get in touch with our support team, and please be so kind to state your order number, full address and reason for the cancellation in your request, to have it processed as fast as possible.

Pre-order Reservation Cancellation

In case you would not like to use your pre-order reservation, please get in touch with our support team.

 Returns

Different return scenarios:

Damaged, missing or faulty items (contact within 4 days):

  • If the package is damaged, please inspect it and keep all contents as well as the packaging. Contact our support team immediately. We will assist you in completing a damage claim with the carrier. Please note that it may take up to 12 business days for a damage claim to be processed by the shipping provider. Our service team is trying its best to accelerate the process.
  • Or if the items you received are missing, faulty or damaged

Please contact our customer service within 4 days after the arrival of the parcel. In addition, please provide us with pictures of the damaged or faulty package/items. For missing items, please provide a picture of the package and its content.

Change of Mind (contact within 14 days):

If you do not wish to keep the products, you can return them without reason for up to 14 days after arrival. Please inform us beforehand of your return. The items must be unused, unworn, unopened, and in original packaging to be returned.

Initiate the Return:

Please contact our customer service and await further instructions. 

The instructions are also detailed here so that you know what to expect:

  • We will send you a link to a Return Form, which you will have to fill out. 
    • Once the form is completed, you will receive an automated email from Google Forms, containing your answers. If you didn’t, please check your spam folder.
    • Print the email (Save as PDF and print out the PDF). If you don’t have a printer, please add a note in the package with the order number of the returned item(s). Please provide the order Number with which you have ordered the product (you will find it in your Order Confirmation email).
    • Include the printed email in the package with the package/items you want to return. This step is crucial to expedite the return process and to not have any mix-ups.
  • Depending on your country of residence, you will receive different instructions on where to ship your package.

 

Choose a Shipping Provider:

If you are within the EU:

The goods should not be returned by post, but with a shipping provider.

Possible shipping providers are; UPS, DHL, DPD, GLS.

The package should be returned with a tracking ID. 

If you are outside the EU:

We recommend reaching out to our customer service for instructions if you are located outside the EU.

The package should be returned with a tracking ID and the goods declared as TOYS.

Airsoft guns are legally classified as toys, not guns.

 

Shipping Costs for Returns:

Novritsch does not cover return costs or provide return labels for standard returns.

Declare the package as a return at customs for non-EU countries to prevent additional costs.

Processing Time:

It can take up to two weeks for the return to be processed after we receive the package.

You will be notified as soon as your return is processed.

Thank you for your cooperation! 

If you have any further questions, please don’t hesitate to reach out to our customer service. 

 

Novritsch Support

With a passion for Airsoft, we’re here to fix problems and offer the best customer support in the industry, right when you need it.

Is there anything else we could assist you with?

We’re glad we could help. Enjoy your day and have fun on the field!

In case you would need something for your next game, check out the shop!

Let’s figure out a solution together!
Please fill out the form below and we’ll try to get back to you as soon as possible.

If possible, please use the email address associated with your Novritsch account & orders.
Choosing the right category helps us send your request to the correct team faster.

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