Shipping Policy

Welcome to Petnovo! Please review our shipping policy below for all the details regarding shipping and delivery.

Order Confirmation

After placing your order, you will receive a confirmation email detailing the items you ordered and your shipping information. Please review this email carefully, checking your country, street address, unit number, company name (if applicable), and other details. If you find any errors, please contact us promptly to make corrections.

If you do not receive a confirmation email within 24 hours of placing your order, please check your spam folder before reaching out to us.

Pre-Sale Information

All products on the Petnovo website are currently offered on a pre-sale basis, with an estimated pre-sale period of approximately 45 days. Once the pre-sale period concludes, your order will proceed to processing and shipping.

We appreciate your patience and assure you that we are committed to delivering high-quality products to you as quickly as possible.

Shipping

Shipping Range:

We currently ship to the United States only.

Shipping Method

USPS | FedEx | CAINIAO

Shipping Zone

Alabama
Alaska
Arizona
Arkansas
California
Colorado
Connecticut
Delaware
Florida
Georgia
Hawaii
Idaho
Illinois
Indiana
Iowa
Kansas
Kentucky
Louisiana
Maine
Maryland
Massachusetts
Michigan
Minnesota
Mississippi
Missouri
Montana
Nebraska
Nevada
New Hampshire
New Jersey
New Mexico
New York
North Carolina
North Dakota
Ohio
Oklahoma
Oregon
Pennsylvania
Rhode Island
South Carolina
South Dakota
Tennessee
Texas
Utah
Vermont
Virginia
Washington
West Virginia
Wisconsin
Wyoming

Shipping

Standard Shipping $8.90

Free Shipping Over $79

Note: Business days: Monday~Friday ( excluded holidays and weekends )

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Processing Time:

We strive to process all orders within 1-3 business days after the pre-sale period ends. However, please note that it may take longer during peak periods such as holiday seasons or major sales events.

Once your order ships, you will receive a notification email with a tracking number. Please note that delivery times may vary depending on the shipping provider and any customs delays.

Estimated Delivery Times:

Delivery typically occurs within 5-12 business days after shipping, but it may take longer due to peak seasons or uncontrollable circumstances.
During unexpected delays (e.g., customs checks, weather disruptions), delivery may take an additional 5 business days.

While we do everything possible to ensure timely delivery, we cannot be held responsible for delays caused by circumstances beyond our control.

Tracking

Once your order has shipped, you will receive a Shipment Confirmation Email, which includes:

Your order number
The carrier's information
Date and time of order placement
Tracking number for your shipment

You can track your package on the carrier’s official website within 24 hours of receiving the email. Once the package arrives in your country, your local postal service will handle the final delivery, and you can continue tracking through their website using the same tracking number.

If tracking indicates that the parcel could not be delivered for any reason, please contact your local post office for more information. They are the best resource for resolving such issues.

If you have trouble tracking your package or need assistance, please email customerservice@petnovo.com, and we’ll be happy to help! Please note that tracking remains active for 60 days, and we are unable to assist with inquiries beyond this period.

Delivery

We take every precaution to ensure your order arrives in perfect condition. However, if your item is damaged during transit, please contact us within 3 business days of receiving your package. Be sure to include photos of the damaged product and packaging for us to resolve the issue promptly.

If possible, we recommend recording any delivery issues (damaged or wet packaging, bent or torn products, etc.) with the carrier at the time of receipt.

Change My Shipping Address

If your order is shipping to an incorrect address, please contact customerservice@petnovo.com as soon as possible. We will do our best to make changes before your order ships. However, once the order is shipped, we cannot make any changes.

Please Note:

In cases of force majeure (e.g., extreme weather, natural disasters), the processing of orders may be delayed. We will prioritize your order as soon as conditions improve.
Your order will be shipped to the address you provide at checkout. If a package is returned to us due to an incorrect or incomplete address, you will be responsible for any additional shipping costs to re-ship the package.
If you choose to return a product for reasons other than quality issues, you will be responsible for the return shipping fees.

Thank you for choosing Petnovo! If you have any questions about our shipping policy, feel free to reach out to us at customerservice@petnovo.com. We’re here to help and make your experience as smooth as possible!