FAQs

❓ Frequently Asked Questions (FAQ)

Welcome to PetNova’s FAQ page! Below you’ll find answers to the most common questions about orders, shipping, returns, and more. If you can’t find what you’re looking for, please reach out to us at petanovaonline@gmail.com.

🛒 Orders & Payment

Q: How do I place an order?
Simply add your favorite items to the cart and proceed to checkout. We accept major credit cards, PayPal, and other secure payment methods displayed at checkout.

Q: Can I change or cancel my order?
Orders can be changed or canceled within 24 hours of purchase. After that, the order may already be in processing or shipping. Please contact us as soon as possible if you need help.

🚚 Shipping & Delivery

Q: How long does shipping take?

  • United States: 10–14 business days

  • International: 14–31 business days

Processing times may vary, and during busy seasons shipping may take slightly longer.

Q: How much is shipping?
Shipping is calculated at checkout based on your location and order size. We sometimes offer free shipping promotions—keep an eye out!

Q: Do you provide tracking information?
Yes! Once your order ships, tracking details will be uploaded as soon as possible. You can check the status on our Track Your Order page.

Q: Where do you ship from?
We work with multiple fulfillment partners to deliver your order in the fastest and most efficient way possible.

📦 Returns & Refunds

Q: What is your return policy?
We accept returns within 30 days after delivery. Items must be unused, in original condition, and in their original packaging.

Q: How do I start a return?
Contact our support team at support@petnova.com with your order number and reason for return. We’ll send you instructions for sending your item back.

Q: Do I have to pay for return shipping?
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

Q: When will I receive my refund?
Once your return is received and inspected, refunds are typically processed within 5–7 business days.

🐾 Product & Store Questions

Q: Are your products safe for pets?
Yes, all of our products are tested for quality and designed with your pet’s safety in mind. Please always supervise your pet during first-time use.

Q: Do you offer exchanges?
At this time, we only accept returns for refunds. If you’d like a different item, we recommend placing a new order.

Q: Do you ship internationally?
Yes! We proudly ship worldwide. Delivery times for international orders are typically 14–31 business days.

🔒 Security & Account

Q: Is my payment information secure?
Absolutely. We use industry-standard encryption and secure payment processors to keep your data safe.

Q: Do I need to create an account to order?
No, you can check out as a guest. However, creating an account allows you to track orders more easily and receive exclusive offers.

📧 Still Have Questions?

If you don’t see your question here, our team is happy to help. Reach out anytime at support@petnova.com or through our Contact Us page.