At NovaPetly, we want to make your shopping experience as simple and convenient as possible. Below are answers to some of the most common questions about orders, shipping, delivery, tracking, and international shipments.
1. Where does NovaPetly ship?
We ship orders to selected locations depending on product availability and the shipping options available at checkout.
Available shipping destinations and delivery options will be displayed during the checkout process.
2. How long does shipping take?
Delivery times depend on your destination, shipping method, product availability, and the carrier handling your order.
Estimated delivery times are provided during checkout whenever available.
Please note that estimated delivery dates are not guaranteed and may be affected by circumstances outside our control.
3. How long does it take to process my order?
Orders are generally processed after payment has been successfully confirmed.
Processing times may vary depending on the product, order volume, weekends, holidays, and other circumstances.
If there is a significant delay with your order, we will make reasonable efforts to keep you informed.
4. How much does shipping cost?
Shipping costs depend on factors such as:
Delivery destination
Package size and weight
Shipping method
Number of products in the order
The applicable shipping cost will be displayed at checkout before you complete your purchase.
5. Will I receive a tracking number?
When tracking is available for your order, you will receive tracking information by email after your order has been shipped.
Tracking information may take some time to become active after the carrier receives the package.
6. How can I track my order?
If your order includes tracking, you can use the tracking information provided in your shipping confirmation email.
Please allow some time for the carrier’s tracking system to update after shipment.
7. Why hasn’t my tracking information updated?
Sometimes tracking information may not update immediately.
Possible reasons include:
The carrier has not scanned the package yet.
The package is between distribution centers.
The carrier’s tracking system is experiencing a delay.
The package is undergoing customs processing.
There is a temporary transportation delay.
If the tracking information has not changed for an unusually long period, please contact our support team.
8. Can I change my shipping address after placing an order?
Please contact us as soon as possible if you entered an incorrect shipping address.
We will try to update the address before the order is shipped. However, we cannot guarantee that changes will be possible once an order has been processed or dispatched.
NovaPetly is not responsible for delivery problems caused by an incorrect or incomplete address provided by the customer.
9. Can I cancel my order before it ships?
If you need to cancel an order, contact us as soon as possible.
We will make reasonable efforts to cancel the order before it is processed or shipped. Once an order has been dispatched, cancellation may no longer be possible.
10. What happens if my package is delayed?
Delivery delays can happen because of weather, carrier issues, customs procedures, holidays, high shipping volumes, incorrect addresses, or other circumstances beyond our control.
If your package is delayed, please check the tracking information first.
If the delay continues, contact us and we will do our best to assist you.
11. What happens if my package is marked as delivered but I cannot find it?
First, check:
Your front door or usual delivery location.
Around your property.
With household members or neighbors.
Any safe location where the carrier may have left the package.
You should also check the carrier’s tracking information for additional delivery details.
If you still cannot locate your package, contact the shipping carrier and NovaPetly as soon as possible.
12. What if I receive a damaged package?
If your package arrives visibly damaged, please document the condition of the package and contact NovaPetly as soon as possible.
Photos of the packaging and product may be requested to help us investigate the issue.
We will review the situation and provide an appropriate solution according to our policies and applicable consumer protection laws.
13. What if I receive the wrong product?
If you receive an incorrect product, contact us as soon as possible with your order number and details of the item you received.
We may request photographs to verify the issue and determine the appropriate solution.
14. Do you ship internationally?
International shipping availability depends on the destination and product.
If international shipping is available for your location, the available shipping options and applicable costs will normally appear during checkout.
15. Are customs fees or import taxes included?
For international orders, customs duties, import taxes, VAT, or other fees may apply depending on the destination country.
Unless explicitly stated otherwise at checkout, these charges may be the responsibility of the customer.
Customs regulations vary by country, and NovaPetly cannot guarantee how a local customs authority will process a shipment.
16. Can customs delay my order?
Yes.
International shipments may be delayed while undergoing customs inspection or clearance.
Customs processing times vary depending on the destination country and local authorities.
Unfortunately, customs delays are outside NovaPetly’s control.
17. Can I combine multiple orders into one shipment?
If you have placed multiple orders and would like them shipped together, contact us as soon as possible.
We will check whether combining the orders is possible.
However, we cannot guarantee that separate orders can be combined once they have entered the processing or shipping stage.
18. Do all products have the same delivery time?
Not necessarily.
Delivery times can vary depending on the product, warehouse availability, shipping destination, and shipping method.
If your order contains multiple products, they may sometimes arrive in separate packages.
19. Why did my order arrive in multiple packages?
Some orders may be shipped in separate packages depending on product availability, warehouse location, package size, or fulfillment arrangements.
You may therefore receive different tracking numbers or deliveries at different times.
20. What should I do if part of my order is missing?
If you believe an item is missing, first check your order confirmation and shipping information.
Some products may be shipped separately.
If you still believe something is missing after receiving all packages associated with your order, contact NovaPetly with your order number and details.
21. Can I request a specific delivery date?
We cannot always guarantee a specific delivery date because final delivery is handled by the shipping carrier.
You may be able to select an available shipping option during checkout, but estimated delivery dates are not guaranteed unless explicitly stated.
22. What happens if I am not available when my package arrives?
Depending on the carrier and destination, the carrier may attempt another delivery, leave the package in a safe location, or provide instructions for collection.
Please follow the carrier’s instructions if a delivery attempt is unsuccessful.
23. Does NovaPetly guarantee delivery times?
Delivery estimates are provided for guidance.
While we work to process and ship orders as efficiently as possible, delivery times can be affected by carriers, customs, weather, holidays, incorrect addresses, and other factors outside our control.
24. How can I contact NovaPetly about my shipment?
If you have questions about your order or shipment, please contact our customer support team.
Email: support@novapetly.com
When contacting us, please include your order number so we can assist you more efficiently.
Need Help With Your Order?
We’re here to help.
If you have a question about shipping, delivery, tracking, or your order, contact the NovaPetly Support Team and we’ll do our best to assist you.
NovaPetly — Better Products. Better Pet Care.