The short version

You have 90 days from the delivery date to request a refund. Use the pad. Wash it. Let your dog use it as many times as needed. If it doesn't work for your dog, or you're not happy for any other reason, contact us and we'll refund you.

You do not need to keep the packaging. A used and washed pad still qualifies.

Email help@novapup.co with:

• Your order number
• The reason for the return

We'll reply within 1 business day with instructions. Once your return is approved, we'll tell you whether to ship the item back or keep it.

Do not ship anything back before contacting us. Returns sent without approval can't be tracked to your order and may not be refunded.

• If the item is defective, damaged, or we sent the wrong thing: we cover return shipping and send a prepaid label.
• If you're returning for any other reason: return shipping is paid by you.

Once your return is approved, we'll issue the refund to your original payment method within 10 business days. Your bank or card issuer may take additional time to post it.

If more than 15 business days have passed since your refund was approved and you still don't see it, email us at help@novapup.co

Inspect your order when it arrives. If anything is damaged, defective, or not what you ordered, contact us within 14 days with a photo and we'll make it right.

The fastest way to get a different size or color is to request a refund for the item you have, then place a new order once the refund is approved.

• Gift cards
• Sale items marked final sale at the time of purchase
• Requests made more than 90 days after delivery

We ship quickly. If you need to cancel or change an order, email us within 2 hours of ordering and we'll do our best. Once an order has shipped, treat it as a return.