Shipping policy
SHIPPING POLICY — Novera
At Novera, we are committed to delivering your pet products in the best conditions and within a reasonable time. Please read this policy carefully to understand how the delivery process works.
Delivery Zones: We currently deliver to all member countries of the European Union and the United States of America. If your country is not listed above, you can contact us at novera.pets@gmail.com and we will assess the possibility of delivery.
Order Processing: Orders are processed within 1–3 business days of payment confirmation. You will receive a confirmation email immediately after placing your order and a second email with tracking details after dispatch. Orders placed on weekends or public holidays are processed on the next business day.
Estimated Delivery Times: 8–14 business days from dispatch. Delivery times are estimates and represent the average delivery duration. During busy periods (holidays, Black Friday, etc.) delivery times may be longer.
Shipping Costs: Shipping is free on all orders over $50. Orders under $50 are charged a flat rate of $4.99. Shipping costs are displayed automatically at checkout based on your destination and cart value. Any customs duties or import taxes for international orders are the responsibility of the buyer.
Order Tracking: After your order is dispatched, you will receive an email with your tracking number. You can use this number to track the status of your parcel directly on the carrier's website or on platforms such as 17track.net. If you have not received the tracking email within 5 business days of placing your order, please check your Spam folder or contact us at novera.pets@gmail.com.
Delays and Exceptional Circumstances: Novera makes every effort to meet estimated delivery times, however we cannot be held responsible for delays caused by customs procedures and inspections, extreme weather conditions or natural disasters, strikes or disruptions to postal/carrier services, incomplete/incorrect/illegible delivery addresses provided by the customer, or force majeure events. In the event of significant delays, we will notify you by email.
Lost or Damaged Parcels: If your parcel has not arrived within 30 days of the dispatch date or was damaged during transit, please contact us at novera.pets@gmail.com within 7 days of the estimated delivery date, with your order number and photos of the damage (if applicable). We will assess the situation and provide a solution (reshipment or refund) as soon as possible.
Delivery Address: Please carefully verify your delivery address before completing your order. Novera is not responsible for orders delivered to an incorrect address provided by the customer. If you have entered a wrong address, contact us immediately at novera.pets@gmail.com — we can only modify the address if the order has not yet been dispatched.
Contact: For any questions related to the delivery of your order, email novera.pets@gmail.com. We strive to respond to all inquiries within 24–48 hours on business days.