Returns
Return Policy
Nova Pet Supply accepts eligible items for return or exchange within 14 days of delivery.
Shipping charges are non-refundable unless Nova Pet Supply shipped an incorrect, defective, or damaged item. Once a return is received and inspected, Nova Pet Supply reserves the right to deny a refund if the merchandise does not meet the requirements of this Return Policy.
Custom orders, clearance items, and Final Sale items are not eligible for return or exchange.
To qualify for a refund or exchange, returned merchandise must be:
In its original condition
Unused and undamaged
In its original packaging
Accompanied by the packing slip, order confirmation, or other proof of purchase
Customers should ship returns using a traceable shipping method, such as UPS, FedEx, or insured USPS. Please keep your return tracking number until your refund has been completed.
Unless the return is due to an error by Nova Pet Supply, return shipping costs and shipping insurance are the responsibility of the customer.
Customers are also responsible for any additional shipping charges resulting from refused, undeliverable, or incorrectly addressed packages.
Once an approved return is received and inspected, the refund will be issued to the original payment method within 2–3 business days. Nova Pet Supply will send an email confirmation when the refund has been processed.
Please note that your bank or credit card provider may require additional time for the refund to appear in your account.
Returns Address
Please send approved returns to:
Nova Pet Supply
18564 Fitzpatrick St
Detroit, MI 48228
We recommend contacting us before mailing your return so we can provide the appropriate return instructions.
Gifts
Items received as gifts may be exchanged for another eligible item of equal or greater value. Any difference in price will be the responsibility of the customer.
Incorrect or Damaged Items
If you receive an incorrect, damaged, or defective item, please contact Nova Pet Supply Customer Support as soon as possible.
Email: contact@shopnovapetsupply.com
If the issue is confirmed, we will provide instructions for returning the item and, when applicable, provide a prepaid return shipping label. We will then work with you to arrange a replacement, exchange, or refund.
How to Make a Return
1. Check that your item is eligible
Returns and exchanges must be requested within 14 days of delivery. Items must be unused, undamaged, and in their original packaging. Custom orders, clearance items, and Final Sale items are not eligible.2. Contact Nova Pet Supply
Email contact@shopnovapetsupply.com with your order number, the item you would like to return, and the reason for the return.3. Wait for return instructions
Our team will review your request and confirm whether your item is eligible for return or exchange.4. Pack your return
Place the item securely in its original packaging and include your packing slip, order confirmation, or other proof of purchase.5. Ship your return
Send your approved return to:
Nova Pet Supply
18564 Fitzpatrick St
Detroit, MI 48228
Use a traceable shipping method, such as UPS, FedEx, or insured USPS, and keep your tracking number until your refund is complete.
6. Return shipping
Unless the item was incorrect, damaged, or defective when received, return shipping costs and insurance are the customer’s responsibility.7. Return inspection
Once your package arrives, Nova Pet Supply will inspect the item to make sure it meets our return requirements.8. Receive your refund
Approved refunds will be issued to your original payment method within 2–3 business days after your return is received and approved. Your bank or credit card provider may take additional time to post the refund.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, email contact@shopnovapetsupply.com as soon as possible. Once the issue is confirmed, we will provide return instructions and, when applicable, a prepaid return shipping label.
