Welcome to NovaPets! We’re committed to delivering high-quality pet care products to all our customers as quickly and efficiently as possible. Please review our shipping policy below before placing your order.

Processing Time

All orders are processed within 1–3 business days (excluding weekends and holidays) after receiving your payment confirmation. You will receive an email confirmation once your order has been shipped.

Shipping Time

Shipping times vary depending on your location:

• Canada & United States: 7–15 business days

• United Kingdom, Australia & Europe: 10–20 business days

• Other regions: 15–25 business days

Please note that shipping delays may occur during peak seasons or due to factors outside our control (e.g., customs or carrier delays).

Shipping Fees

Shipping is free on all orders unless otherwise stated during checkout.

Tracking Your Order

Once your order ships, you will receive a tracking number by email. Please allow up to 3–5 days for tracking updates to appear in the carrier system.

Wrong Address Disclaimer

Customers are responsible for ensuring that all shipping information is correct at checkout. If you enter an incorrect address and the package has already been shipped, we unfortunately cannot modify the address or issue a refund.

Lost or Stolen Packages

NovaPets is not responsible for lost, stolen, or misdelivered packages once they are marked as delivered by the carrier. Please contact your local post office for assistance.

Return & Refund Policy

We want you and your pets to love our products. However, due to hygiene and safety reasons, opened or used products cannot be returned or refunded under any circumstances. Please read our full policy below.

Eligibility for Returns

To qualify for a return:

• The item must be unused, unopened, and in the original packaging.

• The return request must be submitted within 14 days of delivery.

• You must provide a valid receipt or proof of purchase.

If the seal has been broken or the packaging opened, the item is considered used and cannot be returned for hygiene reasons.

Return Shipping Costs

Customers are responsible for covering their own return shipping costs. We do not provide prepaid return labels.
Return shipping costs are non-refundable, and if you receive a refund, the cost of return shipping will be deducted from your refund amount.

Non-Returnable Items

• Opened or used items

• Items without original packaging

• Sale or clearance items

• Gift cards

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of delivery at thenovapets@gmail.comwith:

• Your order number

• Photos or videos showing the defect or damage

We will gladly replace the item or issue a refund depending on your case.

Refunds (if applicable)

Once your return is received and inspected, we will notify you via email.
If approved, your refund will be processed within 5–10 business days to your original payment method.

Please note: Shipping fees (if any) are non-refundable.