Frequently Asked Questions
📦 Orders & Shipping
How long does it take to process my order?
Orders are processed within 1–2 business days (Monday–Friday).
How long will delivery take?
Standard Shipping takes 7–14 business days worldwide. Express Shipping (3–5 business days) is available at checkout.
How do I track my order?
Once your order ships, you'll receive a tracking number via email. Please allow 1–2 business days for tracking to update after shipment.
Can I change my shipping address after placing an order?
Please contact us at support@novopaw.store as soon as possible. We can update your address if the order hasn't been shipped yet.
📏 Sizing & Fit
How do I choose the right size?
We recommend checking our Size Guide on each product page. Measure your pet's neck, chest, and back length for the most accurate fit.
What if the item doesn't fit?
We accept exchanges within 14 days of delivery. Items must be unused and in original packaging. Contact us at support@novopaw.store to get started.
Do you offer custom sizing?
We currently offer size-inclusive options across our range. For special sizing needs, feel free to reach out and we'll do our best to help.
🧼 Care & Material
What materials do you use?
We use premium, skin-friendly fabrics carefully selected for comfort and durability. Each product page lists the specific materials used.
Is Novo Paw apparel safe for pets with sensitive skin?
Yes — all our fabrics are tested for skin sensitivity and are free from harsh chemicals. We test every piece on our own pets before it reaches yours.
How do I wash Novo Paw items?
We recommend hand washing in cold water or using a gentle machine cycle. Lay flat to dry. Avoid bleach and high-heat drying to preserve the fabric and shape.
🔄 Returns & Refunds
How do I start a return?
Email us at support@novopaw.store with your order number and reason for return within 14 days of delivery. We'll guide you through the process.
How long does a refund take?
Refunds are processed within 3–5 business days after we receive and inspect the returned item. The refund will be applied to your original payment method.
Are there any items I can't return?
Custom items and hairless cat intimate wear are non-returnable for hygiene reasons. All other items in unused, original condition are eligible for return.
Still have questions? Reach out anytime at support@novopaw.store — we're happy to help! 🐾