Shipping policy
At PawNova Home™, we understand that receiving your pet products safely and efficiently is an important part of your shopping experience.
This Shipping Policy explains how we prepare, ship, and deliver your orders from the moment you complete your purchase until your package arrives at your door.
Our Shipping Commitment
At PawNova Home™, our goal is to provide pet owners with thoughtfully selected products while creating a smooth and reliable delivery experience.
To offer a wider selection of quality pet essentials, some products may be fulfilled through trusted fulfillment partners and distribution centers.
This allows us to:
🐾 Provide carefully selected products for modern pet families
📦 Maintain efficient inventory management
💙 Offer better value while keeping product quality a priority
We appreciate your understanding as we work to deliver products that support happier pets and happier homes.
1. Order Processing & Shipping Fees
Every order placed with PawNova Home™ is carefully prepared before shipment.
Order Processing Time:
Please allow 1–3 business days for order verification, quality inspection, packing, and shipment preparation.
During busy periods such as holidays or promotional events, processing may require additional time.
Shipping Fee:
Shipping costs are calculated based on your order details and delivery location.
Any available free shipping promotions will be displayed during checkout.
2. Estimated Delivery Time
Delivery times may vary depending on your location, shipping method, and carrier conditions.
| Region | Estimated Delivery Time |
|---|---|
| United States | 2 – 7 Business Days |
| Canada / International Locations | 7 – 15 Business Days |
Please note that delivery estimates are provided as a general guideline and do not represent guaranteed arrival dates.
Unexpected delays may occur due to weather conditions, carrier schedules, customs procedures, or other circumstances outside our control.
3. Tracking Your Order
Once your order has been shipped, you will receive a confirmation email containing your tracking information.
Please keep in mind:
- Tracking details may take 24–72 hours to become active after shipment
- Some carriers update tracking information gradually throughout the delivery process
- Your package may continue moving even when tracking updates appear delayed
If you have any concerns about your shipment, our support team is always available to assist.
4. Customs, Duties & International Orders
For orders shipped outside the United States, additional customs procedures may apply depending on local regulations.
Customers are responsible for any:
- Import duties
- Taxes
- Customs fees
PawNova Home™ is not responsible for delays caused by customs inspections or local carrier processing.
Customs policies vary by country, so we recommend checking your local regulations if ordering internationally.
5. Order Changes & Cancellations
We begin preparing orders shortly after purchase to ensure fast fulfillment.
If you need to update your shipping information or request a cancellation, please contact us as soon as possible.
Please email:
within 12 hours of placing your order.
Once your order has entered the fulfillment process, we may not be able to make changes or cancel the shipment.
6. Damaged, Missing, or Lost Packages
We want every pet family to have a positive experience with PawNova Home™.
Damaged Items
If your package arrives damaged:
Please contact us within 72 hours of delivery and include photos of the package and product.
Our team will review your request and help arrange an appropriate solution.
Lost Packages
If your tracking information confirms that your package has been lost during transit:
Please reach out to our customer support team, and we will assist you with the next steps.
Customer Support
If you have any questions about your order or shipping status, our team is ready to help.
PawNova Home™
Hong Kong Daqian Pet Supplies Trading Limited
📍 Room 605, 6/F, Fa Yuen Commercial Building
75-77 Fa Yuen Street
Mongkok, Kowloon
Hong Kong
Thank you for choosing PawNova Home™ —
we’re excited to be part of the journey you share with your pets.