Last Updated: July 25, 2026
At Nolverapets™, we want customers to feel confident when choosing products for their pets. This policy explains when an item may be returned, how to submit a request, and how replacements, exchanges, and refunds are handled.
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RETURN REQUEST PERIOD
Eligible products may be returned within 30 days of the date the shipping carrier confirms delivery.
A return request must be submitted before the 30-day period expires. Requests received after this period may not qualify for return or refund.
To be considered eligible, the product must:
Remain unused and in substantially the same condition in which it was received
Show no signs of pet use, wear, washing, chewing, scratching, staining, installation, alteration, or damage
Be returned with its original packaging, labels, manuals, accessories, charging cables, replacement parts, and other included components
Be accompanied by an order number, receipt, or other acceptable proof of purchase
Meet all hygiene and safety requirements described in this policy
Products that are incomplete, used, contaminated, damaged, or returned without their original components may be refused or may qualify only for a reduced refund. -
HOW TO REQUEST A RETURN
All returns require approval before the product is mailed.
To begin a return request, email:
service@nolverapets.com
Please provide:
Your full name
Order number
Email address used during checkout
Name of the product
Reason for requesting the return
Photographs or video when the product is damaged, defective, incomplete, or incorrect
After reviewing your request, our customer care team will notify you whether the return is approved and provide the applicable instructions.
Products sent without authorization may be refused, returned to the sender, or excluded from refund consideration. -
RETURN SHIPPING
Responsibility for return shipping depends on why the product is being returned.
If we confirm that the product arrived damaged, defective, incomplete, or different from the item ordered, we may provide:
A prepaid return shipping label
A replacement product
A replacement component
A refund without requiring the item to be returned
Another appropriate resolution
When a return is requested because of a change of mind, incorrect size selection, unwanted product, duplicate order, or another customer-related reason, the customer may be responsible for return postage.
Original shipping charges are generally non-refundable unless the return results from an error made by Nolverapets™ or applicable law requires otherwise.
Customers should use a trackable shipping method and retain the shipping receipt until the return and refund process has been completed. -
DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Please examine your order shortly after it is delivered.
Contact us within 72 hours of delivery if:
The product was damaged during transportation
The product is defective or does not function as described
A part or accessory is missing
You received the wrong item, model, color, size, or quantity
The package arrived with visible signs of serious damage
To help us evaluate the issue, include clear photographs showing:
The complete product
The damaged or defective area
All items received
The outer shipping package
The shipping label
Do not discard the product, packaging, labels, accessories, or shipping materials until our team has completed its review.
After verification, we may arrange a replacement, refund, store credit, spare part, or another reasonable solution. -
PET-RELATED DAMAGE AND NORMAL WEAR
Pet products may be exposed to chewing, scratching, biting, pulling, moisture, dirt, or other animal behavior.
Damage caused after delivery by a pet, improper supervision, incorrect sizing, misuse, normal wear, improper assembly, or failure to follow product instructions is not considered a manufacturing defect.
Examples that normally do not qualify for a refund include:
Chewed or torn accessories
Scratched surfaces
Damage caused by aggressive play
Products used with an unsuitable species or animal size
Damage resulting from improper installation
Wear caused by repeated use
Products left outdoors or exposed to unsuitable conditions
Customers should inspect pet products regularly and discontinue use when damage creates a potential safety risk. -
PRODUCTS THAT CANNOT BE RETURNED
For hygiene, safety, customization, or legal reasons, certain products may not be eligible for return unless they arrived defective or incorrect.
Non-returnable products may include:
Used grooming tools
Opened hygiene or cleaning products
Products that have come into direct contact with an animal
Pet brushes, paw-cleaning products, dental-care tools, and similar sanitary items after use
Customized, engraved, or personalized products
Gift cards
Clearance or final-sale merchandise
Hazardous, flammable, chemical, or restricted materials
Products missing accessories, packaging, manuals, or components
Products damaged through misuse, neglect, modification, or normal pet behavior
Items that cannot be safely resold for health or hygiene reasons
Nolverapets™ does not sell pet food or other perishable animal products.
Please contact us before submitting a return if you are unsure whether a particular item is eligible. -
EXCHANGES
Direct exchanges may not always be available because inventory can change.
The quickest way to obtain a different product, size, color, or model is usually to:
Submit a return request for the original item
Wait for return authorization
Return the product according to the provided instructions
Place a separate order for the preferred replacement
When we confirm that the wrong or defective product was delivered, our customer care team may arrange a replacement without requiring a separate purchase. -
ORDER CANCELLATIONS
Orders may enter preparation shortly after payment is approved.
Requests to cancel or modify an order should be sent within 12 hours of purchase.
Email:
service@nolverapets.com
Please include your order number and the requested change.
We cannot guarantee cancellation once an order has been processed, packed, assigned to a fulfillment facility, or transferred to the carrier.
If the order has already shipped, you may need to wait for delivery and submit a return request under this policy. -
EUROPEAN UNION CANCELLATION RIGHTS
Customers receiving an order in the European Union may have a legal right to cancel certain purchases within 14 days after delivery without providing a reason.
To qualify, the product must generally:
Remain unused and undamaged
Include all original labels and components
Be returned in its original packaging
Be accompanied by proof of purchase
Certain products may be exempt from the cancellation right, including:
Personalized products
Sealed hygiene products after the seal has been opened
Products unsuitable for return for health or sanitation reasons
Other products excluded under applicable law
Customers may be responsible for any reduction in product value caused by handling beyond what is reasonably necessary to inspect the item.
Mandatory consumer rights under applicable law remain unaffected. -
RETURN AUTHORIZATION AND DESTINATION
Do not send a product to our public business address unless our customer care team specifically instructs you to do so.
Approved returns may be directed to a domestic or international return facility based on:
The product category
Original fulfillment location
Customer location
Warehouse capacity
Return reason
The correct return address and shipping instructions will be provided after authorization.
Nolverapets™ is not responsible for products mailed to an unauthorized or incorrect address. -
RETURN INSPECTION
After an authorized return arrives at the designated facility, the product will be examined.
The inspection may verify:
Whether the correct product was returned
Whether the product has been used
Whether all components and accessories are included
Whether the original packaging is present
Whether the item is damaged, contaminated, modified, or incomplete
Whether the return complies with the approved instructions
Receiving a returned package does not automatically guarantee a full refund.
We will notify you after the inspection and confirm whether the return has been accepted, partially accepted, or declined. -
REFUNDS
When a return is approved after inspection, the refund will be issued to the original payment method used for the purchase.
Please allow up to 10 business days for us to process an approved refund.
After the refund is issued, PayPal, banks, card issuers, and other payment providers may require additional time to post the funds to your account.
We cannot send a refund to a different card, bank account, or payment method.
If more than 15 business days have passed since you received confirmation that your refund was issued, contact:
service@nolverapets.com -
PARTIAL REFUNDS
A partial refund may be issued when:
The product shows signs of handling or limited use
Original packaging is damaged or missing
Accessories, manuals, cables, or parts are missing
The item has decreased in value while in the customer’s possession
The return does not fully comply with the approved instructions
The product requires cleaning, repackaging, or replacement components
The deduction will be based on the condition of the returned product and the value of any missing or damaged components. -
NON-REFUNDABLE COSTS
Unless required by applicable law or caused by our error, the following amounts are generally not refundable:
Original shipping charges
Return postage
International customs duties
Import taxes
Brokerage charges
Currency-conversion fees
Bank fees
Return-to-sender charges
Expedited delivery fees
These costs may be deducted from an approved refund when applicable. -
REFUSED, UNCLAIMED, OR UNDELIVERABLE ORDERS
Customers are responsible for providing an accurate and complete shipping address and for accepting or collecting the package.
If an order is returned because of:
An incorrect address
A missing apartment or unit number
Refused delivery
Failure to collect the package
Repeated unsuccessful delivery attempts
Unpaid customs charges
An unavailable recipient
Any approved refund may be reduced by the original shipping cost, return transportation charges, customs costs, carrier fees, or other expenses resulting from the failed delivery. -
PACKAGES MARKED AS DELIVERED
If carrier tracking shows that an order was delivered but the package cannot be found, please:
Check all entrances, mailboxes, porches, garages, and delivery areas
Ask household members, neighbors, or building staff
Review any carrier delivery photograph
Contact the local carrier office
Allow one additional business day in case the carrier completed the delivery after updating the tracking status
Packages confirmed as delivered to the address entered at checkout are not automatically eligible for refund or replacement. Each claim will be reviewed individually. -
REFUNDS FOR LOST SHIPMENTS
A package is not considered lost solely because tracking has temporarily stopped updating.
If the carrier officially confirms that a shipment was lost in transit, we may provide a replacement or refund after reviewing the available information.
We may request:
Order number
Tracking number
Complete shipping address
Confirmation from the carrier
Any other information reasonably needed to investigate the shipment -
CHARGEBACKS AND PAYMENT DISPUTES
Please contact our customer care team before opening a payment dispute so we have an opportunity to investigate and resolve the issue.
Submitting a chargeback does not automatically establish eligibility for a refund and may delay the resolution while the payment provider conducts its own review.
We reserve the right to provide order confirmations, tracking records, customer communications, delivery evidence, and other relevant transaction information to the payment provider. -
CONTACT INFORMATION
For questions about returns, damaged products, exchanges, or refunds, contact:
Nolverapets™
Operated by Best Pet Supplies LLC
104-20 Dunkirk Street
Jamaica, NY 11412
United States
Phone: +1 (718) 558-8506
Email: service@nolverapets.com
Please include your order number and the email address used during checkout so our customer care team can locate your purchase and respond efficiently.