Refund policy

At Canova Pets, we want you and your furry family members to love every purchase. If a product isn't the perfect fit, we are here to help make it right. We offer a straightforward 30-day return policy to give you total peace of mind.

🌟 Return Policy At A Glance

  • Return Window: 30 days from the date your package was delivered.

  • Return Shipping: Standard return shipping is covered on qualifying orders (refer to section 2).

  • Refund Type: Original payment method or store credit (your choice).

1. Qualification Criteria for Returns

To accept your return item, it must meet the following baseline conditions:

  • The item must be in its original, unused condition, free of pet hair, odors, dirt, or signs of wear.

  • The product must be packed securely inside its original product retail packaging with all original tags attached.

  • Proof of purchase (your order confirmation number or checkout email) is required to process the file.

2. Complimentary Free Returns

As highlighted on our storefront, we provide Free Returns on all orders over 49.99.

  • If your original order total was 49.99 or higher, we will issue you a prepaid return shipping label completely free of charge.

  • For orders below 49.99, return transit costs are the responsibility of the customer, or a flat fee will be deducted from your final refund statement.

3. Exclusions & Non-Returnable Items

For health, hygiene, and safety reasons across the pet community, we cannot accept returns on the following categories:

  • Opened pet food, treats, supplements, or perishable items.

  • Intimate pet items that have directly touched pet skin/fur (e.g., heavily used beds, worn collars, or opened grooming tools) if they show clear signs of use.

  • Personalized or custom-made items.

  • Gift cards.

4. How to Initiate Your Return

Getting a return started is quick and easy:

  1. Contact Us: Email our pet care desk at support@canovapets.com with your order number and a brief note explaining the return.

  2. Print Your Label: If your return qualifies, our team will email you a prepaid shipping label alongside explicit packing instructions.

  3. Drop Off: Securely pack the item to prevent damage during transport and drop it off at the carrier location specified on the label.

5. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery. If an item arrives broken, defective, or you received the incorrect item entirely, please email us a quick photo or video within 5 business days of delivery. We will fast-track a complimentary replacement shipment to you immediately at zero extra cost.

6. Processing and Refund Timelines

  • Inspection Window: Once your return package arrives at our warehouse hub, our engineering and quality team will inspect the item within 3 to 5 business days.

  • Refund Execution: If approved, your refund will be automatically credited back to your original payment method (Credit Card, PayPal, Payoneer, etc.).

  • Bank Processing Time: Please note that financial institutions can take an additional 5 to 10 business days to clear the transaction onto your statement line.

7. Exchanges

The fastest way to ensure your pet gets the right size, color, or alternative model is to return the original item following the steps above. Once the return file is confirmed by our care desk, you can independently place a fresh order for the new product on our store utilizing your first-order discount structures.

8. Need Help? Contact Us

For any questions regarding your return status or custom shipping problems, reach out to our dedicated support infrastructure:

  • Support Desk Email: support@canovapets.com

  • Response Hours: Monday – Friday | 9:00 AM – 6:00 PM (EST)