Cancellation policy
Last updated: July 13, 2026
This Purchase Options Cancellation Policy applies only when a product is expressly offered as a subscription, pre-order, or try-before-you-buy purchase option. Standard one-time purchases are governed by our Return & Refund Policy.
Subscriptions
When you purchase a subscription, you authorize recurring charges and repeat deliveries at the price and frequency disclosed on the product page and during checkout. Your payment information is stored and processed securely by Shopify or the applicable payment provider.
Unless a fixed subscription term is disclosed at checkout, you may cancel before a future subscription order is processed by signing in to your customer account and opening the subscription management area, using the manage-subscription link in an order or subscription email, or contacting us at customerservice@petnovo.com.
Cancellation stops future subscription charges and deliveries after it takes effect. It does not automatically cancel or refund an order that has already been processed, charged, fulfilled, or shipped. Any return or refund request for such an order is subject to our Return & Refund Policy.
If the available subscription-management options allow it, you may also pause a subscription, skip an upcoming order, change eligible products or quantities, update the delivery frequency, or update your payment and shipping information. Changes apply to future orders and are subject to product availability.
Pre-orders
A pre-order is a purchase of a product that is not yet available for immediate fulfillment. The product page or checkout will disclose the applicable price, estimated availability, and whether we collect full payment, a partial deposit, or authorization for a later charge.
You may request cancellation of a pre-order before fulfillment begins by contacting us. If the pre-order has entered fulfillment or has shipped, cancellation may no longer be possible and the order will instead be subject to our Return & Refund Policy. Approved refunds are issued to the original payment method, and processing time depends on the payment provider.
Estimated availability and shipping dates may change. If a material delay occurs, we will provide updated information using the contact details associated with the order.
Try Before You Buy
For an eligible try-before-you-buy purchase, we may authorize your payment method before fulfillment. The product page, checkout, or order confirmation will state the trial period, return deadline, and any other applicable terms.
To avoid being charged for an item you do not wish to keep, you must return the eligible item according to the provided instructions before the stated deadline. If the item is not returned on time, or does not meet the disclosed return conditions, your payment method may be charged for the applicable amount.
How to Cancel or Request a Change
- Sign in to your customer account and use the available subscription-management options;
- Use the management link in your order or subscription email; or
- Email customerservice@petnovo.com.
Please include your order number, the email address used for the purchase, and the purchase option you want to cancel or change. Do not send complete credit card or banking information by email. We will send confirmation after your request has been processed.
Policy Updates
We may update this policy to reflect changes to our purchase options, providers, or business practices. The terms displayed on the product page, at checkout, and in your order confirmation provide the specific price, frequency, trial period, estimated fulfillment timing, and other details that apply to your purchase.
Contact Us
If you need help with a subscription, pre-order, or try-before-you-buy purchase, contact us at customerservice@petnovo.com.