Shipping policy
Orders placed before 2pm ET on a business day ship the same day. Orders placed after that, or on weekends and holidays, ship the next business day.
You'll receive a confirmation email with tracking as soon as your order leaves our warehouse. If you don't see it within 2 business days, check your spam folder, then email us.
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Where we ship
We ship to the United States and worldwide. We currently do not ship to PO boxes and APO-FPO addresses.
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Delivery times and rates
Most orders to the United States are delivered within 3 - 5 business days.
Delivery estimates are counted in business days from the ship date, not the order date, and they're estimates rather than guarantees. Carriers can be delayed by weather, holidays, and their own backlogs.
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Order tracking
Your tracking number can take up to 24 hours to show movement after you receive it. That's normal and doesn't mean anything is wrong.
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Wrong address
Please check your shipping address carefully at checkout. If a package is returned to us because the address was incomplete or incorrect, we'll contact you to arrange redelivery. Redelivery shipping may be charged again.
If you spot a mistake, email us within 2 hours and we'll correct it if the order hasn't shipped.
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Lost or stolen packages
If tracking shows delivered but you don't have the package, check with neighbors and household members first, then wait 24 hours — carriers sometimes mark packages early.
If it still hasn't appeared, email us with your order number and we'll help you open a claim with the carrier. We'll work with you case by case.
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Damaged in transit
If your order arrives damaged, take a photo of the packaging and the item and email it to us within 14 days. We'll send a replacement or refund you — your choice.
Join the NovaPup Family
NovaPup was created around one simple belief: potty care should be easier for dogs and the people who love them.
Traditional disposable puppy pads can leak, slide, create waste and leave dogs uncertain about where they should go. We wanted a smarter solution—one designed around a dog’s natural instincts while protecting the home they share with you.
That is why we created the NovaPup Pheromone-Infused Washable Dog Pee Pad.