How Refunds Work at PawNova™
Straightforward, no fine print. Here's exactly what happens if something isn't right — step by step.
You reach out
Email us or use the contact form with your order number and what went wrong. A photo helps if the item arrived damaged or isn't working.
We review it
We typically respond within 24 hours. Most requests are approved the same day — we're not looking for reasons to say no.
You get refunded
Money goes back to your original payment method. Banks usually take 5–10 business days to show it on your statement.
In most cases, you don't need to ship anything back.
Our products are low-cost enough that return shipping usually costs more than the item itself. For defective, damaged, or not-as-described items, we refund you and you keep (or dispose of) the product — no return label, no trip to the post office.
Correct, for the vast majority of cases. If your NovaBall arrives defective, damaged, or doesn't match the listing, we refund you directly — no return shipping required. It's simpler for you, and it avoids return shipping costs that would end up costing more than the product itself.
Full refund: the item arrived defective, damaged, significantly different from what was listed, or never arrived at all.
Partial refund: the item works as described but you changed your mind or it wasn't the right fit (e.g., wanted a different color, or your dog just isn't interested). We'll offer a partial refund in these cases since the product itself isn't at fault.
Cracked or broken on arrival, the motor/dispenser doesn't function, missing parts, or it's clearly a different item than what you ordered. A quick photo or 10-second video showing the issue is all we need — it lets us approve your refund faster and also helps us flag quality issues with our supplier.
30 days from the delivery date on your tracking. If you're close to that window and still deciding, reach out anyway — we'd rather know than have you miss the deadline over a couple of days.
Check your tracking status first — delivery estimates can occasionally slip due to carrier delays. If tracking shows no movement for an extended period, or shows "delivered" but you don't have it, contact us with your order number and we'll sort out a reship or full refund.
Yes. Let us know which variant you'd actually like, and in most cases we'll ship the replacement directly without waiting on a return — same logic as our refund policy: sending a new unit is simpler and faster than round-trip shipping.
Yes, as long as it hasn't shipped yet (orders are processed within 1–2 business days). Message us as soon as possible and we'll cancel it for a full refund, no questions asked.
Have an order issue right now?
Start a refund request