Customer Information

We want shopping with Nova Pet Co. to feel simple, transparent, and stress-free. Below you'll find everything you need to know before and after placing your order.

🐾 Shipping Information

We currently ship to selected locations with tracked delivery available on all orders.

Processing Times

Orders are typically processed within 1–3 business days before being dispatched.

Estimated Delivery Times

Delivery times may vary depending on location and demand, however most orders are estimated to arrive within:

Standard Shipping:
7–15 business days

Please note that shipping estimates are not guaranteed and occasional delays may occur during busy periods, customs processing, or carrier disruptions.

Once your order has shipped, tracking details will be provided where available.

🔁 Returns & Refunds

We want you and your pet to love your order.

If something isn't right, please contact us and we'll do our best to help.

Return Window

Returns may be requested within 30 days of delivery.

Return Conditions

To be eligible for a return:

• Items must be unused and in original condition
• Items must be returned with original packaging where possible
• Proof of purchase may be required

Please note:

• Shipping costs are generally non-refundable
• Certain items may not be eligible for return for hygiene or safety reasons

If your item arrives damaged or incorrect, please contact us as soon as possible.

📦 Order Tracking

Once your order has been processed and shipped, you'll receive tracking information by email (where available).

Tracking updates may take several business days to appear after dispatch.

If you need help locating your order, contact us and we'll be happy to assist.

❓ Frequently Asked Questions

When will my order ship?

Most orders are processed within 1–3 business days.

How long does delivery take?

Most orders arrive within approximately 7–15 business days, depending on destination.

Can I cancel or change my order?

Please contact us as soon as possible after placing your order. Changes cannot always be guaranteed once processing begins.

Do you offer tracked shipping?

Yes — tracked shipping is available on all orders where supported.

Do you ship internationally?

Shipping availability may vary depending on destination.

🔒 Secure Checkout

Your payment security matters to us.

We offer secure checkout using trusted payment providers and supported payment methods at checkout.

Your payment details are processed securely and are not stored directly by Nova Pet Co.

If you have any questions before ordering, please don't hesitate to get in touch.