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 change or cancel an order?+
Contact support@pawnovi.com as soon as possible. We can change an address or order detail before dispatch, but not once the parcel is already in transit.
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. Electrical housings, pumps, cables and charging components must never be submerged.
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.