Shipping policy

Welcome to Petnovo. This Shipping Policy explains our shipping destinations, order processing times, delivery estimates, shipping fees, tracking, and delivery procedures.

Shipping Destinations

We currently ship to the 48 contiguous U.S. states and Washington, D.C.

We currently do not ship to:

• Alaska or Hawaii
• U.S. territories
• APO, FPO, or DPO addresses
• P.O. Boxes

Please provide a valid residential or business street address at checkout.

Shipping Fees and Delivery Times

Standard Shipping: $8.90
Free Standard Shipping: Available on orders over $79

Total Delivery Time = Processing Time + Shipping Time

Processing time begins after your order is placed. Shipping time begins after your order has been dispatched.

Most orders are expected to arrive within approximately 6–15 business days after the order is placed.

Business days are Monday through Friday, excluding weekends and public holidays.

Shipping times are estimates and are not guaranteed delivery dates.

Order Confirmation

After placing your order, you will receive an order confirmation email containing your purchased items and shipping information.

Please carefully review the following details:

• Recipient name
• Street address
• Apartment, suite, or unit number
• City, state, and ZIP code
• Contact information

If you notice an error, please contact us at customerservice@petnovo.com as soon as possible.

If you do not receive an order confirmation email within 24 hours, please check your spam or junk folder before contacting us.

Order Processing

Orders are generally processed within 1–3 business days.

Processing may take additional time during:

• Public holidays
• Major promotional events
• Periods of unusually high order volume
• Severe weather or other unexpected disruptions

Once your order has shipped, you will receive a shipping confirmation email containing your tracking information.

Shipping Carriers

Orders may be shipped through USPS, FedEx, or another trusted logistics partner, depending on the destination, package size, and available shipping service.

Customers are generally unable to select a specific shipping carrier.

Order Tracking

After your order ships, you will receive a shipping confirmation email containing:

• Your order number
• The shipping carrier
• Your tracking number
• A tracking link

Tracking information may take approximately 48–72 hours to become active after the shipping confirmation email is sent.

If your tracking information is still unavailable after three business days, please contact us at customerservice@petnovo.com.

Shipping Delays

Most shipments arrive within 5–12 business days after dispatch.

Delivery may occasionally take longer because of:

• Carrier delays
• Severe weather
• Holiday shipping volume
• Incorrect or incomplete addresses
• Other circumstances beyond our reasonable control

If your tracking information has not updated for several business days or your order has not arrived within the estimated delivery timeframe, please contact us for assistance.

Can I Change My Shipping Address?

Please review your shipping address carefully before submitting your order.

If you need to request an address change, contact customerservice@petnovo.com as soon as possible.

We will do our best to update the address before the order enters fulfillment, but address changes are not guaranteed.

Once an order has been processed or shipped, we may be unable to change or redirect the delivery address.

Petnovo is not responsible for delivery problems caused by an incorrect or incomplete address provided at checkout.

If a package is returned because of an incorrect or incomplete address, additional shipping charges may apply before the package can be shipped again.

Delivered but Not Received

If tracking shows that your package was delivered but you cannot locate it, please:

1. Check your mailbox, front door, parcel locker, reception desk, and other secure delivery locations.
2. Ask household members or neighbors whether they accepted the package.
3. Contact the shipping carrier for additional delivery information.
4. Allow one additional business day, as some packages may be marked as delivered shortly before arrival.

If the package is still missing, contact customerservice@petnovo.com, and we will assist with the carrier investigation.

Damaged Packages

If your order arrives damaged, please contact us within 3 business days of delivery.

Please provide:

• Your order number
• Photos of the damaged product
• Photos of the outer packaging
• A photo of the shipping label
• A brief description of the issue

Please keep the product and all packaging materials until our customer service team has completed its review.

Returned or Refused Packages

Additional shipping charges may apply when a package is returned because of:

• An incorrect or incomplete address
• Refused delivery
• Failure to collect the package
• Multiple unsuccessful delivery attempts

We will contact you after the returned package has been received and inspected.

Sales Tax

Applicable sales tax, if any, will be calculated at checkout based on the shipping address and applicable law.

Returns

Return eligibility and return shipping fees are governed by our Return and Refund Policy.

For returns that are not related to product damage, defects, or fulfillment errors, the customer may be responsible for return shipping costs.

Contact Us

For questions about shipping, tracking, or delivery, please contact:

Email: customerservice@petnovo.com

Thank you for choosing Petnovo.