FAQ

Frequently Asked Questions

Have a question? We probably have the answer below. If not, email us at support@petnove.com.

Orders & Payment

How do I place an order?
Browse our store, add items to your cart, and proceed to checkout. We accept all major credit cards, PayPal, and Shop Pay.

Can I change or cancel my order?
Orders can be changed or cancelled within 12 hours of placement. After that, the order has entered processing. Email us immediately at support@petnove.com.

Is my payment secure?
Yes. All payments are processed through encrypted, secure payment gateways. We never store your card details.

Shipping & Delivery

How long does shipping take?
Processing takes 1-3 business days. Delivery to the US typically takes 7-15 business days. International orders may take 10-30 business days. See our Shipping Policy for full details.

Do you offer free shipping?
Yes - free shipping on all orders over $35. Orders under $35 have a flat $4.99 shipping fee.

How do I track my order?
Once your order ships, you will receive a tracking number by email. Use it to track your package on the carrier's website.

Do you ship internationally?
Yes, we ship worldwide. International customers may be subject to customs fees charged by their country.

Returns & Refunds

What is your return policy?
We offer a 30-day return policy on unused, unopened items. See our Refund Policy for full details.

How do I return an item?
Email support@petnove.com with your order number and reason. We will send return instructions within 24-48 hours.

When will I receive my refund?
Refunds are processed within 5-7 business days after we receive your return. It may take a further 5-10 days to appear on your statement.

I received a damaged or wrong item. What do I do?
Email us within 7 days of delivery with a photo. We will send a replacement or full refund immediately.

Products

Are your products safe for pets?
Yes. All Petnove products are reviewed for pet safety. Many are vet-approved. Each product page lists materials and safety information.

What sizes are available?
Sizing varies by product. Each product page includes a size guide. If unsure, email us and we will help you find the right fit.

Are your products suitable for all breeds?
Most products accommodate a wide range of breeds and sizes. Check individual product pages for specific size ranges.

Still need help?

Email us at support@petnove.com - we reply within 24 hours, Monday to Friday.