FAQ

Frequently Asked Questions

1. Is CharBreaker Pro actually safe? I've heard horror stories about wire bristles.

That's exactly why we built it. CharBreaker Pro uses reinforced bristles that are chemically bonded to the brush head through our FusedGrip™ process — they don't shed the way traditional wire bristles do. That's the whole reason this product exists.

2. Does it work on all grill types?

Yes. CharBreaker Pro is safe and effective on gas, charcoal, pellet, electric, porcelain-coated, cast iron, and stainless steel grill grates.

3. How long does a clean take?

Most customers clean their grill in under 5 minutes with minimal effort. No scrubbing, no elbow grease — the motor does the work.

4. What's in the box?

  • CharBreaker Pro motorized handle (2600 mAh, USB-C fast charging)
  • Reinforced bristle roller head
  • Stainless steel wire roller head
  • 180# scouring pad head
  • USB-C charging cable
  • Premium storage case

5. How long does the battery last?

A full charge powers multiple cleaning sessions. The 2600 mAh battery recharges via USB-C fast charging and includes over-discharge protection to extend its lifespan.

6. Are the brush heads replaceable? Dishwasher-safe?

Yes — the brush heads are replaceable and dishwasher-safe. The motorized handle is not dishwasher-safe and should be wiped clean with a damp cloth instead.

7. Where do you ship?

We ship worldwide, with the exception of the United Kingdom. If you're unsure whether we deliver to your country, add an item to your cart and enter your address — available shipping options will appear at checkout.

8. How much does shipping cost?

Shipping costs are shown at checkout and depend on your destination. Orders over $100 ship free.

9. How fast will my order arrive?

  • Dispatch: 1–3 business days (Monday to Friday, excluding public holidays)
  • Delivery: 5–9 business days after dispatch

Transit times can occasionally vary due to customs, carrier delays, or severe weather.

10. What's the daily cut-off time?

Orders placed before 11:00 PM your local time enter processing the next business day.

11. Can I track my order?

Yes. As soon as your parcel ships, you'll receive an email with a tracking link so you can follow it all the way to your door.

12. What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover, debit cards (Visa/MasterCard), PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are processed in USD through secure, encrypted gateways.

13. How are taxes calculated?

Sales tax is applied at checkout according to your shipping address and local regulations. International customers may also be responsible for local import duties or customs fees on delivery.

14. Can I cancel my order after placing it?

Yes — if you contact us quickly. Email contact@trynovima.com within 12 hours of placing your order. If we haven't dispatched it yet, we'll cancel and refund in full. Once dispatched, cancellation is no longer possible — see Question 15 for returns.

15. What's your return policy?

We offer a 90-day money-back guarantee. If CharBreaker Pro doesn't clean your grill faster, safer, and easier than anything you've used before, return it for a full refund — no restocking fees, no hoops.

Items should be returned in their original packaging where possible.

16. How do I start a return?

Email contact@trynovima.com with your order number. We'll reply with return instructions and the shipping address.

17. Can I exchange an item?

Yes. Contact contact@trynovima.com with your order number and the item you'd like to exchange. We'll arrange the swap once we receive and inspect the original.

18. When will I see my refund?

Refunds are issued to your original payment method within 10 business days after we approve the returned item. You'll get an email confirmation as soon as it's processed. Depending on your bank, it can take an additional 3–5 business days for the refund to appear on your statement.

19. What if my order arrives damaged or defective?

Email us within 48 hours of delivery at contact@trynovima.com with your order number and photos. We'll replace it or refund you — whichever you prefer.

Need more help?

Customer care is available Monday to Saturday, 9 AM – 5 PM GMT.