Tell us what you and your pet need.
Order help, product questions or a detail you cannot find—we will point you toward the clearest next step.
Support starts with the right details.
For order help, include your order number and checkout email. Describe a product issue in the form and email clear photos or a short video to support@pawnovi.com.
A useful reply, not a generic ticket.
We locate the order
Your order number and checkout email help us review status, address and tracking.
We review the evidence
Clear photos or a short video help us understand fit, damage or an operating issue.
We give one clear path
You receive troubleshooting, delivery guidance or return instructions based on the case.
Support replies are sent to the email entered in the form. Check spam or promotions if you are waiting for a response.
What should I send so support can investigate?
Use the form for a written question or email support@pawnovi.com when you need to send pictures or a video. Choose the relevant topic and include these details. For a question before ordering, you do not need an order number.
Which topic should I choose, and do I need an order number?
For a product question, give the exact item name and say whether you are comparing options or asking about one you already own. For order or delivery help, add the order number and email used at checkout. For a return or product issue, explain which item is affected if the order contains several products. The order-number field is optional, so you can ask before purchasing.
What should I write beyond “it does not work”?
Tell us what you were doing, what you expected and what happened instead. Add when you first noticed it and whether the concern happens every time or occasionally. For delivery, include the tracking number and last carrier status; for a product, include any displayed message and the manual's checks you have already followed. For a fit question, describe the available space and the measurement you want confirmed.
How do I send photos of damage or a missing part?
The contact form accepts written details and does not have an attachment field. Email photos or a short video to support@pawnovi.com instead, using the order email where possible and adding the same order number and topic. Show the full item and then the affected area. For arrival damage or missing contents, include the carton, shipping label and packaging. Avoid including a full card number, account password or unrelated personal information in the message or images.
I sent a message but have not heard back. What now?
If a reply is missing, recheck the email address you entered in the form. After submission, look for the on-page confirmation or any field error so you know whether the form accepted the message. Replies go to the email address you provided. The contact policy says support normally replies within 48 hours, or 72 hours during weekends. Check spam and promotions if you are waiting; if that usual window has passed, follow up with your original message and any order number in the same conversation.
Before you send your message
What should I include when asking whether a product will fit?
Give the exact product name, your pet's size and the measurements of the intended space. For a carrier, describe the measurement you are comparing with the listed dimensions; for feeding equipment, mention the food type and the current routine. Ask for the specific missing detail. Support can explain the product information, but an answer does not guarantee that every pet will accept a new item.
How do I report several problems from one order?
Use one message with the order number, then list each affected product and its issue separately. Name the item shown in each photo or video when emailing attachments. For example, separate a delivery-damage concern from a missing-accessory concern. This keeps the evidence connected to the right item and avoids a single description being mistaken for an issue with the whole order.
Should I return the item while waiting for a reply?
Wait for support to review the request and provide authorization and shipping instructions. The refund policy says products should not be returned without permission. Keep the original carton, parts, cords and manuals together while you wait, and tell support about any missing or damaged piece. Sending a message alone does not create return approval or confirm that a refund will be issued.
For an address correction, send the order number and complete corrected address immediately. The shipping policy allows changes before dispatch and says the shipment cannot be changed once it is in transit.