Questions are part of good care.
Straight answers about products, ordering, care, delivery and choosing what fits your pet.
Ordering
How do I know an item is right for my pet?+
Begin with dimensions, your pet’s current habits and the space where the item will live. Our category guides explain what to measure and what behavior to observe before ordering.
Can I correct an address or request an order change?+
Contact support@pawnovi.com promptly with your order number and requested change. Address corrections are possible before dispatch; a shipment already in transit cannot be changed. Ask support to review cancellation or other changes before assuming a request has been accepted.
Where can I find my order confirmation?+
It arrives by email after checkout. If you do not see it within 24 hours, check spam or promotions, then contact us with the email used at checkout.
Products + fit
Do PawNovi products work for both cats and dogs?+
Some do, some are more species- or size-specific. Look for the “cats”, “dogs” or “cat + dog” guidance on each product and always review dimensions.
Are automatic products a replacement for daily care?+
No. Feeders and fountains can support a routine, but pets still need daily observation, fresh water, appropriate food, exercise and human care.
Will every cat use a fountain or every dog accept a grooming tool?+
No product is universally preferred. Keep a familiar alternative available during the introduction period and let your pet approach at their own pace.
Care + cleaning
How often should a fountain be cleaned?+
Refresh water daily and inspect the drinking surface. A deeper clean is commonly needed at least weekly, more often for multi-pet homes or warm environments. Follow the product manual for pump and filter care.
How should feeder and fountain parts be cleaned?+
Remove loose food or hair first. Wash only the removable food-contact parts identified by the manual, rinse thoroughly and let every piece dry before reassembly.
Can I put product parts in a dishwasher?+
Only when the specific product manual says the part is dishwasher-safe. Keep power adapters, control housings, cables and charging components dry. Clean a fountain pump only as instructed in its model-specific manual; a pump designed to operate underwater is different from a power supply.
Delivery + returns
How long does delivery take?+
Orders are normally processed within 1–3 business days. General ground shipping is estimated at 3–7 business days after dispatch. Peak periods, weather and carrier conditions can add time.
Where does PawNovi ship for free?+
Current policy provides free shipping to the lower 48 United States, excluding Alaska, Hawaii and Puerto Rico. We do not ship to PO Boxes or APO/FPO/DPO addresses.
What is the return window?+
Products purchased directly from PawNovi.com may be returned within 30 days of receiving the order, subject to the conditions in our official refund policy.
Pet routines
How do I introduce a new feeder, fountain or grooming tool?+
Change one thing at a time. Place the new object near the familiar one, keep interaction voluntary and reward calm investigation. Avoid removing every familiar option at once.
What if my pet suddenly stops eating or drinking?+
Sudden changes can have many causes. Check that the product is working and clean, offer a familiar alternative, and contact a veterinarian promptly if the change continues or your pet appears unwell.
Can your guides replace veterinary advice?+
No. PawNovi guides are general educational information, not diagnosis or treatment. Your veterinarian is the right source for health, diet and behavior concerns specific to your pet.
CAT + DOG CONSIDEREDA good answer begins with your pet’s real routine.
Measure the space, notice what your pet already chooses and think about the cleaning rhythm you can realistically maintain.
- Measure firstCompare product dimensions with the exact place it will live.
- Keep a familiar optionIntroduce new feeders, fountains and tools without removing every old cue at once.
- Ask before checkoutSend us the detail that is holding up your decision.
What does support need to answer my question?
An order number helps with a delivery question. A model name and a description of what happened help with a product issue. Use the checklist below to prepare a question that our team can investigate, without sending each detail in a separate message.
I am not sure the product fits. What should I ask?
Before buying, describe your pet's size, the available space and the routine you want to improve. Include the exact product name and the dimension or feature you are unsure about. If you already own the item, explain what you expected to happen and what happened instead. A feeder that does not dispense, a fountain that sounds different and a carrier that feels too small need different information. Avoid assuming that every model has the same parts or settings.
Is my order still being prepared or already on its way?
For an order question, keep the confirmation email, order number and checkout email together. If you have a dispatch email, open its tracking link on the carrier's official website and note the latest status and scan date. An order confirmation means the purchase was recorded; it is different from a shipping confirmation. Tell support whether you are waiting for dispatch, seeing no tracking update or disputing a delivered scan so the next check addresses the right stage.
The product is not working as expected. What should I show?
Email photos or a short video to support@pawnovi.com with your order number. Show the whole product first, then the affected part, any displayed message and the packaging if the issue was present on arrival. Add when the issue began, whether it is constant or occasional, and the steps you have already tried from the manual. If a part appears damaged, stop using it and ask for guidance rather than forcing it into place or altering the product.
Support has not replied. What should I do next?
Use the email associated with your order where possible. After support replies, send new details in that conversation so the order information, pictures and proposed next step stay together. Check spam and promotions folders if you are waiting. The contact policy says support normally replies within 48 hours, or 72 hours during weekends; this is a usual response window rather than a guaranteed deadline. If that period has passed, follow up with the original message and order number.
When the first answer needs more context
What if I no longer have the order email?
Tell support the email you believe you used at checkout, the purchaser's name, the product and approximate order date. Include an order number if you can find it in a payment record or another order message. Explain that you are contacting us from a different email. Do not send a full card number, account password or a screenshot that exposes payment details.
Can support confirm a missing part from a description alone?
Name the part shown in the product manual and photograph everything that arrived together. A picture of the empty packaging compartment can also help. Include the model and order number so support can compare the contents with the correct product. Availability and the next step depend on the item and the case; sending a photo does not automatically confirm a replacement.
Does opening a support request automatically start a return?
No. Tell us explicitly if you are requesting a return and explain the reason. Support reviews the request against the refund policy and, if accepted, provides a return address or label with instructions. Keep the product and original packaging while the request is reviewed. Do not send a parcel back before receiving authorization.
For full delivery and return conditions, use the official shipping and refund policy pages. Help-center explanations support those terms; they do not create additional coverage or a different return deadline.