Shipping policy
SHIPPING POLICY
When should I expect to receive my package?
Packages being delivered in the United States will take about 5-10 business days to arrive.
International orders may take 7-30 business days to arrive.
For questions or concerns about the delivery of your package please contact our customer support directly at petnovastore1@gmail.com.
Please note that shipping times may be extended by 7–10 days during the month of February. We are working to ensure your order reaches you as soon as possible and appreciate your understanding.
Please note that international orders are subject to customs and we are not responsible for any delays due to customs.
Please note that it may take longer than usual to fulfill your order as we work to ensure the health and safety of our teams after COVID-19. We’ll email you with tracking information upon shipment. Thanks for your patience.
Is there a shipping cost?
( Exact shipping costs are calculated for you at checkout)
Why isn't the tracking link working once I receive an email confirmation on the order?
Tracking information will be available 24-48 hours after processing your order.
SHIPPING & HANDLING QUESTIONS
I still have not received my package, What do I do?
Feel free to contact us 24/7 at petnovastore1@gmail.com with your order number, so that we can help you locate your order, and give you up-to-date shipping and tracking information.
The tracking states it has been "Delivered" but I have not received it yet. What do I do?
We want you and your pet to be able to enjoy your order! and if your package has been marked as “Delivered” and you haven’t yet received it, please feel free to contact our customer support team at petnovastore1@gmail.com.
You can contact the United States Postal Service (for domestic orders) directly for additional information, by using the tracking number that was emailed to you. We are not responsible for the redelivery of your order if you do not provide the correct address at checkout. We do not change shipping addresses after your order is placed.
Post Office does not have my package. What do I do?
If you or your local post office are having issues locating your package, please contact our customer support at petnovastore1@gmail.com.
We are not responsible for shipping delays due to customs.