This collection of frequently
asked questions (FAQ) provides brief answers to many
common questions about our products and services. It
also provides links to more detailed information
available through out web site. If you have any
questions that are not covered here or elsewhere on
our web site, please contact us by e-mail at
or call us at 800.753.9688
Product Information & Order Placement
How do I find hardware
pricing and specifications on your website?
Pricing and specifications for most of our
products can be found by following
link. All prices are quoted in U.S.
dollars. The listed prices are FOB Eugene,
Oregon USA and do not include freight
charges or any applicable taxes.
How can I order your products?
You can order our products by phone:
800-753-9688 (541-505-7450), by fax (Fax
Order Form) or by using the Secure Shopping
Cart integrated into our web site (Online
Store Portal). We're Open Monday to Friday
from 8:00am - 4:30pm Pacific Time. To
customize your own display, signage or
showcase products, please send us a short
description, or graphical attachment using
the (Order / Quote Request Form)
What is the lead-time for my order?
Orders on standard components and finished products are shipped out within 2-15 business days from our sales/distribution center. Products or components which are not available in stock (n/s) at the moment of ordering will be shipped in 10-12 weeks. We do offer Air Freight for non-stock items, provided the factory has the product on hand. Consult your salesperson for details. Most small orders are shipped via UPS Ground. For large orders, we'll ship via freight by the most reliable and inexpensive carrier to your location. We also offer express air and economical two day air service on most items in stock. If an order is to be shipped via air or internationally (including Canada) you must call 800-753-9688 to make arrangements prior placing the order online.
How will I know if my order was processed?
Whenever an order is placed or updated we
send out status updates via email. Please
make sure you always submit your contact
email address so we can have it in our
Will I be notified when my order ships?
You will receive an e-mail with tracking
information as soon as your order ships. It
will tell you where your products shipped
from (our California, or Oregon warehouse).
It will also contain all of the information
on the shipment. If your order consist of
various products, including bulky items such
as acrylic accessories or aluminum
extrusions, than it may ship partially
(multiple packages) and may arrive few days
apart. Please always verify the number of
packages against each individual tracking
number received from us via e-mail. If your
order cannot ship for some reason, you will
be notified within 24 hours.
What is your warranty on your products?
All our products are guaranteed to be free
from defects in workmanship and material!
Items proven to be faulty will be replaced
with an equivalent product and shipped at
our cost. Nova Display liability is limited
to the cost of the defective product only.
We will also refund you fully or replace the
damaged item if the merchandise arrives in a
damaged condition. We ask that you file a
complaint with the delivery carrier and
immediately notify us. Send us pictures of
the damage items and keep all packaging for
at less two weeks to be inspected by
carrier. Goods found to be tampered with by
the customer without authorization will void
this warranty. For full details see our
Product Warranty Form.
Payment & Company Policies
What kind of payments do
We accept Visa, Master Card, or American
Express in addition to Money Orders,
Cashier's Checks and Business/Personal
Checks .We do not charge your credit card
for any item until it is shipped, this
doesn't apply to customized and non-standard
items. All credit card orders are subject to
credit verification and approval. For your
protection, credit card orders shipped to an
address other than your billing address may
require additional verification. For orders
by phone, you may pre-pay your order via
check or wire transfer. Orders prepaid with
a check will be shipped within 24 hours of
check clearance. For more detail information
please read our
Terms & Conditions.
Is shopping on your site secure?
We implemented a number of security features
throughout the site, database and accounting
software to prevent the unauthorized release
of, or access to, personal information. When
you enter sensitive information (such as
credit card numbers) on our registration or
order forms, we encrypt that information
using secure socket layer technology (SSL).
We follow generally accepted industry
standards to protect the personal
information submitted to us, both during
transmission and once we receive it.
When is my credit card charged?
We do not charge your credit card for any
item until it is shipped, this doesn't apply
to customized and non-standard items. Custom
or special orders require a 50% deposit
before start of fabrication. Remainder due
prior to shipping unless other terms have
been determined by Nova Display, Inc. Credit
How do you protect my privacy?
We use appropriate security measures to
protect against the loss, misuse and
alteration of data used by our system. We
will never share or sell individual personal
information with anyone for their
promotional use. Information submitted to us
is only available to employees managing this
information for purposes of contacting you,
providing services related to our products,
or sending you emails based on your request
Were can I find information on payment and
You can read Nova Display payment, shipping,
return and warranty polices by following
Shipping & Delivery.
Estimating & Artwork Submission
How can I get a sample or
build my prototype?
We will provide samples for your testing and
inspection. Most samples are supplied at
20-40% discounted cost (plus delivery
charges). If you need to order components
for a prototype or fabrication of a
prototype, please contact us for a
quotation. You may also order Sample Kits by
What file format do you accept for printing?
For digital printing prepare your files by
following all necessary steps listed in
(Digital Artwork Guidelines).
What file format do you accept for
For signmaking we require "vector format"
files that contain paths / outlines. If you
are unfamiliar with such type of format
(Vector Artwork Requirements).
How can I send you the artwork?
To send us files follow information on our
pages (Submit/Transfer Your Files).
How do I find kits and ideas on your
To make your display choices even easier we
put together a comprehensive range of
(Display Kits to Go). Kits are designed to
display posters and information, incorporate
shelving, signage, leaflet dispensers and
even low-voltage lighting. Some of these
kits you can install yourself. All kits come
in satin chrome as standard, other finishes
on request. For a custom design
configuration contact us.
Installation & Technical Issues
Can I assemble/install
the display equipment myself?
Many products are supplied complete with
instructions. These can be installed by an
unskilled person and our telephone helpline
service 800-753-9688 is available for
friendly advice and guidance if required.
For your convenience you can download
Technical Data Sheets & Installation
Instructions by following
this link. If you should require
assistance and/or do not see the
specifications you need, please contact us.
Can Nova Display install the display
equipment for me?
Although we do not offer installation
service in all areas we can recommend
national installation companies or we can
work with your general contractors to
instruct them on appropriate installation
How much weight can your systems hold?
Each of the system or even individual
components are rated differently. For
example the 1.5mm cables is strong enough to
support 264lbs (120kg). The 3.0mm cables or
6.0mm rods support even heavier loads - up
to 200kg (441lbs). For more detail
information please read our
Technical Data Sheets.
What are the materials and finishes used
in fabrication of cable/rod hardware?
All cable/rod display and sign support
fittings are made from solid brass-
extremely durable. Available in standard
finish - satin chrome. Special finishes are
available on request. Cables are made from
galvanized steel (unlike stainless steel,
this will not fray, kink or mark easily).
Rods are made in stainless steel or brass
and treated to create standard finishes. All
accessories and display parts are fabricated
from high-quality clear, non-glare or color
acrylic, foamex, glass, wood, etc. Other
materials, such as vinyl and metallic films,
and paints can be used to create a finish to
meet your needs.
How do I order a Product Catalog?
For your convenience you can download and
Online Catalogs for Cable & Rod Systems,
Sign & Panel Support Systems, Freestanding
Systems, Low-Voltage Lighting and Signware
Products available in Adobe Acrobat Files
(PDF). For Architects, Designers,
Advertising Agencies, Promotional Companies,
Display Companies, Sign Companies, etc., we
also have available the "The Display
Collection" Print or CD Version Catalog that
includes various drawings, images,
instructions, concepts, pricing, etc. If you
require a Print or CD copy of our
catalogues, please submit your address and
company name via
Please let us know if
you've seen or received an error code on our
site or emails, so that we can correct it.
Please contact us by e-mail at