Refund Policy


Return Instructions:

If you are unsatisfied with your purchase, you may exchange it or return your item for a full refund under the following conditions: 

  • Your item(s) are returned to us postmarked within 14 days of delivery.
  • Your item(s) must be in the same condition as received.

Note: When you send the item back, please include your name, order number, the reason for the return, and whether you would like a refund or an exchange. For an exchange, please provide the specifications for the item you wish to receive, for example, product, size, color, etc.

Return address: 33 Cady Hill Boulevard, Saratoga Springs, New York, 12866.

Note: If you return an item and it doesn’t meet the previous conditions, you may be denied your requested refund or exchange.


Other Information:

Defective items may be refunded or exchanged provided you send us a photo of the defect within 24 hours of delivery, along with your order number.

Customization Errors.  Customized items will be refunded or exchanged only if the error was on the part of the manufacturer.  If you entered incorrect information when ordering, we will not be able to refund or exchange your purchase.

Return Costs: It is the responsibility of the customer to return their order if they would like to receive a refund or exchange.

Refunds will only be considered for orders prior to shipment or post-delivery, but not in transit.

To request a refund or exchange, send us an email at and provide your purchase order number and the reason for your request.  Returns or exchanges should be mailed to NovPets at 33 Cady Hill Boulevard, Saratoga Springs, NY 12866.  Do not send your purchase back to the manufacturer.

Once your return is received and inspected, we will send you an email notifying you that we have received your returned item and if your refund/exchange request meets the required criteria. Refunds will be credited automatically to your credit card, PayPal account, or other original method of payment.  In the event we determine the item does not comply with our return policy, we will provide you with our reason for rejection and will return your item to you. 

Products Not Received.  If you do not receive your order, please contact us at

Gifts.  We cannot process exchanges for gift returns and exchange items cannot be sent as gifts.