Petnovo combines thoughtful design, high-quality materials, and eco-friendly principles to create products that are comfortable, durable, and aesthetically pleasing for both pets and their families.
We use OEKO-TEX® and GRS-certified fabrics, along with recyclable materials such as eco-friendly corrugated paperboard in select products—ensuring our products are safe for pets and kind to the planet.

Pumpkin Snuggle Nest: Ideal for cats and small dogs who love to curl up and feel secure.

Pet Stairs: Perfect for older pets, pets with limited mobility, or pets who have trouble jumping.

Travel Nest Eco Fold: Great for average-size cats and pets that enjoy scratching, exploring, and cozy hideaways.

Yes—our materials are safe. All fabrics that come in contact with pets are OEKO-TEX® certified and made from non-toxic, pet-friendly materials such as plush faux-rabbit fur and high-density foam. These are suitable even for pets with sensitive skin.

Absolutely. We are committed to reducing environmental impact by using GRS-certified recycled materials, eco-friendly paperboard structures, and renewable resources, along with sustainable packaging practices.

Orders are typically processed and shipped within 1–3 business days.
Please note that processing times may be slightly longer during holidays or promotional periods.

It depends on where you are. Orders are generally processed within 1-3 business days. Standard shipping typically takes 5-12 business days after dispatch. Delivery details will be provided in your confirmation email.

Petnovo currently ships only to the 48 contiguous U.S. states and Washington, D.C. We do not currently ship to Alaska, Hawaii, U.S. territories, APO, FPO, or DPO addresses, or international destinations. Shipping charges and available options are shown at checkout. Please see our Shipping Policy for full details.

Some products, including pet beds and pet stairs with foam, are vacuum-compressed for shipping. This helps reduce shipping volume and protect the product. Please allow 24–72 hours for the item to fully expand. Gently fluff, shake, or pat the filling to help it regain its shape.

Cold weather or long transit times may slow the recovery process. You may try:

Gently patting or fluffing the product

Letting it sit in a well-ventilated area

Placing it in sunlight for 1 hour (if the material is suitable)

If the product has not fully recovered after 72 hours, please contact us through our Get in Touch page.

Eligible products may be returned within 30 calendar days of delivery. To qualify, the product must be unused, unwashed, clean, unaltered, in its original and resalable condition, include the original packaging and included components, and receive return authorization from Petnovo before being shipped back. Email customerservice@petnovo.com to start a return.

Generally, no. Products must be unused, unwashed, clean, unaltered, and in resalable condition to qualify for a change-of-mind return. Items with pet hair, odors, stains, dirt, damage, or other signs of use are not eligible. If the product is defective, damaged on arrival, incorrect, or missing components, contact customerservice@petnovo.com so we can review the issue under our Return & Refund Policy.

Please contact customerservice@petnovo.com within 3 business days of delivery whenever possible. Include your order number, a description of the issue, and clear photos or videos of the product and packaging; include a photo of the shipping label if requested. If we confirm that the product is damaged, defective, incorrect, or missing components, Petnovo will cover the reasonable return shipping cost and may provide a replacement, exchange, or refund.

After your return is delivered to the authorized return location, please allow approximately 1–5 business days for inspection and processing. If approved, Petnovo may take up to 10 business days to issue the refund to your original payment method. Your bank or payment provider may need additional time to post the funds. If more than 15 business days have passed since approval, contact customerservice@petnovo.com.

Our products are carefully measured, but due to the nature of soft, plush-filled materials, a slight variation of ±2–3 cm is considered normal.
If your pet’s weight or body size falls between two sizes, we recommend choosing the larger option for a more comfortable fit.

The Pumpkin Snuggle Nest measures 50 × 50 × 30 cm, making it ideal for average-size cats and small dogs.
For larger pets, we recommend choosing a roomier option, such as the Snuggle Lounge.

The Pet Stairs are made with high-density 30D foam, a plush faux-rabbit-fur cover, and a non-slip bottom, providing stable support without collapsing.

Suitable for:

• Small dog
• Senior dogs
• Pets with joint or mobility issues
• Cats who need help getting onto sofas or beds
  
  (Training materials indicate the structure is stable and maintains its shape under normal use.)

No. The interior is filled with high-elasticity PP cotton, which provides long-lasting support and is designed to maintain its shape without collapsing over extended use, as noted in our product training materials.

The foam is vacuum-compressed for shipping and will return to its original shape after the product is opened.
Over long-term use, slight aging or reduced rebound is considered normal. (Training materials indicate that the foam may eventually lose some elasticity, so we recommend mentioning this openly in the FAQ and offering support options if needed.)

Gently shake, fluff, and tap the bed, then allow it to sit for 24–48 hours.
Colder temperatures may slow the expansion process, so recovery time can vary.

Faux-rabbit-fur fabric is a short-pile material and generally does not shed easily.
However, frequent scratching or chewing by pets may cause some fibers to loosen over time.

Yes. It is made from eco-friendly corrugated paperboard, which provides strong structural support.
It also includes a built-in scratching surface, making it suitable for cats who love to sharpen their claws.

All materials are environmentally certified and safe.
However, due to vacuum compression, a slight packaging odor may be present when first opened. This is normal and will dissipate after airing out the product for a short time.

• Pumpkin Snuggle Nest: Fully machine-washable.
• Snuggle Lounge: Removable and washable cover.
• Pet Stairs: The cover is removable and washable; the foam insert is not machine-washable.
  
  Travel Nest Eco Fold: Made of paperboard and should not be washed; clean with a dry cloth or vacuum.

For fabric products, we recommend:

Cold wate
Gentle cycle
Air drying

High-heat drying may cause slight deformation.

Yes. The Pumpkin Snuggle Nest, Pet Stairs, and Snuggle series all feature Petnovo’s custom silicone anti-slip base, which offers superior grip compared to standard anti-slip dots.

The non-slip bottom helps reduce movement, but for very active pets who jump or run onto the product, adding an extra anti-slip mat underneath may improve stability.

They can be placed beside sofas, beds, windowsills, counters, or even used in pet photography setups.
They are ideal for short-legged dogs, senior pets, and pets who have difficulty jumping.

The plush faux-rabbit-fur material is particularly cozy for fall and winter.
For summer use, you may remove the inner cushion or replace it with a lighter, more breathable mat.

Yes. Initial assembly requires some effort, and we recommend following the official Petnovo assembly video for best results.

Please contact us immediately through the Get in Touch page. We will replace or resend any missing or defective parts at no cost.

Damage caused by normal pet behavior—such as scratching or chewing—is typically not considered a manufacturing defect.
However, if the issue is due to faulty materials or stitching, we will take responsibility and provide a solution.

You can reach us in the following ways:

📩 Email: Available on the Get in Touch page

📝 Contact Form: Submit directly through our website

We typically respond within 24–48 hours.

Please submit your request through the Get in Touch page, and our team will follow up with you.