If you found PawNova through an ad or a search and haven't heard of us before, that skepticism is fair — there's no shortage of pet product sites that look polished but fall apart at checkout or after. Here's what we can actually show you, rather than just tell you.
What we sell and why it's just one product
We sell NovaBall™, a self-rolling smart cat toy. We're not a general pet superstore with thousands of SKUs — we picked one product we could actually stand behind, test thoroughly, and support properly, rather than listing everything under the sun to look bigger than we are.
Shipping: what actually happens after you order
We ship to the United States only. Orders are processed within 1–2 business days, and delivery is free on every order with an estimated arrival window of about 12 days. You get a tracking link by email as soon as it ships, and you can check status anytime on our order tracking page. We're upfront that this isn't overnight shipping — if you need something in 2 days, we're not the right store for that order.
Our return policy, in plain language
If something arrives damaged, defective, or not as described, we refund you — and in most cases you don't need to ship the product back, since return shipping usually costs more than the item itself. Full details, including full vs. partial refund scenarios, are on our refund policy page, and we also wrote a longer breakdown in how our refund policy actually works.
How to actually reach us
Email or use the contact form with your order number, and we typically respond within 24 hours. We don't outsource support to a generic ticket queue — messages go to a small team, which is also why response times can occasionally stretch slightly on weekends.
Things we'd tell you to check on any store, including ours
- Does the return policy actually explain the process, or is it just legal boilerplate? Ours breaks down full vs. partial refunds and exactly what to send us.
- Is there a real order tracking system, or just a promise? Every order gets a tracking number by email.
- Can you find a real contact method beyond a contact form that goes nowhere? Our email is listed directly on our contact and policy pages.
- Are the product claims specific or vague? Compare our product pages' claims (capacity in ml, battery life in minutes, material names) against sites that just say "premium quality."
Bottom line
We're a small, focused store selling one product we chose deliberately, with a return policy designed to be fast and low-hassle rather than a wall of legal text. If you've got a question before ordering, ask us directly — that's usually faster than searching for the answer anyway.