FAQS
Frequently Asked Questions
Got questions? We've got answers. Below are the most common questions from our customers. If you don't find what you're looking for, feel free to reach out at support@petnyvora.com — we're always happy to help! 🐾
📦 Orders & Shipping
How long does it take to process my order? All orders are processed within 1–3 business days after your payment is confirmed. You'll receive a confirmation email once your order ships.
How long will my order take to arrive? After processing, estimated delivery times are:
- United States: 7–15 business days
- Canada & Europe: 10–20 business days
- Rest of the World: 12–25 business days
These are estimates and may vary due to carrier or customs delays.
Do you ship internationally? Yes! We ship to most countries worldwide. Shipping costs are calculated at checkout based on your location.
How can I track my order? Once your order ships, you'll receive an email with a tracking number. Please allow a few days for tracking to update. Some orders may ship in multiple packages.
Will I have to pay customs or import fees? International orders may be subject to customs duties or taxes set by your country. These charges are the customer's responsibility and are not included in our prices.
💳 Payments
What payment methods do you accept? We accept all major credit and debit cards, as well as other secure payment options shown at checkout.
Is my payment information secure? Absolutely. All payments are processed through secure, encrypted payment gateways. We never store your full card details.
🔄 Returns & Refunds
What is your return policy? You can request a return within 30 days of receiving your order, as long as the item is unused and in its original packaging. Some items (like used hygiene products) are non-returnable. See our Return & Refund Policy for full details.
How do I start a return? Email us at support@petnyvora.com with your order number and reason for return. We'll send you instructions once your request is approved.
When will I get my refund? Once we receive and inspect your return, approved refunds are processed to your original payment method within 5–10 business days.
My item arrived damaged or incorrect — what do I do? Contact us within 48 hours of delivery with photos of the item and packaging. We'll arrange a replacement or refund at no extra cost to you.
✏️ Managing Your Order
Can I change or cancel my order? You can request a change or cancellation within 24 hours of placing your order. After that, it may already be in processing.
I entered the wrong shipping address — can you fix it? Contact us as soon as possible. If your order hasn't shipped yet, we'll do our best to update it. We can't be responsible for orders shipped to an incorrect address provided at checkout.
🐱 Products
Are your products safe for my cat? Yes. Your cat's safety and comfort come first. Every product in our store is carefully selected with quality and well-being in mind.
The product color looks slightly different from the photo — why? We work hard to display products accurately, but colors may appear slightly different depending on your screen settings.
Do you restock sold-out items? Many items are restocked regularly. If something is out of stock, contact us and we'll let you know if and when it's coming back.
📞 Still Have Questions?
We're here to help! Reach out anytime:
Email: support@petnyvora.com
Phone: +1 917 732 2284
Support Hours: Monday–Friday, 9:00 AM – 6:00 PM (EST)
We aim to respond within 24 hours on business days. 🐾