Shipping Policy
Fast, Free & Fully Tracked.
Every OnovaPets order ships worldwide — free of charge, with full tracking included.
All orders are reviewed, packed and dispatched from our warehouse within 1–2 business days of payment confirmation. Orders placed on weekends or public holidays are processed on the next business day.
You will receive an order confirmation email immediately after purchase.
A shipping confirmation with tracking number is sent as soon as your order leaves our warehouse.
Orders placed before 12:00 PM on business days are typically processed the same day.
We ship to over 30 countries worldwide. Below are the estimated delivery times by region:
| Region |
Estimated Delivery |
Shipping Cost |
| United States | 5–7 business days | Free |
| Canada | 6–8 business days | Free |
| Germany / Austria / Switzerland | 5–7 business days | Free |
| United Kingdom | 5–7 business days | Free |
| Rest of Europe | 6–9 business days | Free |
| Australia / New Zealand | 7–10 business days | Free |
| Rest of World | 7–12 business days | Free |
Please note: Delivery times are estimates and may vary during peak seasons such as Black Friday, Christmas and public holidays.
Every OnovaPets order comes with full tracking. Once your order has been dispatched, you will receive a tracking number by email that allows you to follow your package every step of the way.
Tracking updates are sent automatically to your email address.
You can also track your order at any time on our Track My Order page.
If you have not received a tracking email within 3 business days, please check your spam folder or contact us.
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Customs & Import Duties
For international orders, your package may be subject to customs inspection and import duties depending on your country's regulations. These charges, if applicable, are the responsibility of the recipient.
OnovaPets is not responsible for customs delays or import fees charged by your country.
Most orders ship with a low declared value to minimize customs impact where permitted.
If you have questions about customs in your country, please contact your local customs office.
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Lost or Delayed Orders
While the vast majority of orders arrive on time, occasional delays can happen due to factors outside our control. Here is what to do:
If your order has not arrived within 14 business days of the estimated delivery date, contact us immediately.
If your package is marked as delivered but not received, please check with neighbours and your local post office first.
For confirmed lost packages, we will offer a full refund or free replacement at no cost to you.
Contact us at support@onovapets.com with your order number and we will investigate and resolve the issue as quickly as possible.
Have a question about your shipment? Our support team is available 7 days a week and responds within 24 hours.
Email: support@onovapets.com
Response time: within 24 hours, 7 days a week
