Quality, consistency, and care—done the Kitty Nova way, pawsitively intentional. Enjoy free shipping on all orders over $300.
Shipping & Returns
Shipping Information
Shipping & Delivery
Orders are processed and shipped on business days only, Monday through Friday. Carriers do not move shipments on weekends or federal holidays.
Shipments are sent via USPS or UPS unless otherwise specified. Shipping charges shown at checkout are estimates based on carrier rates. If actual shipping costs differ materially, we may contact you prior to shipment for confirmation.
Orders placed before 2:00 PM Mountain Time are eligible for same-day processing.
Optional shipping insurance is available at checkout and provides coverage beyond standard carrier protection.
Once an order has shipped, tracking information will be provided. If you do not receive tracking details, please check your spam or promotions folder before contacting support. Customers are responsible for monitoring tracking to ensure successful delivery.
We are not responsible for packages that are lost, stolen, or misdirected after carrier confirmation.
If a shipment is lost in transit, an insurance claim may be submitted for reimbursement or replacement up to the covered amount. Orders marked as “Delivered” by the carrier are not eligible for refunds or reshipment. In these cases, customers should contact the carrier directly.
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Shipping Insurance FAQ
Is shipping insurance required?
No. All shipments include standard carrier coverage up to $100. Additional coverage is optional.
What happens if a shipment is lost or damaged?
If an insurance claim is approved, the provider may issue reimbursement or authorize replacement, depending on the claim outcome.
What if additional insurance is not selected?
Without added coverage, reimbursement is limited to the carrier’s standard protection amount.
Are delivered shipments covered?
No. Shipments marked as delivered by the carrier are not eligible for reimbursement or replacement.
Return & Exchange Information
Shipping & Returns
Because of the nature of our catalog, all sales are considered final. We are unable to accept returns once an order has been processed.
If an order arrives with an error, is incomplete, or does not match the original order confirmation, please contact our support team as soon as possible. When verified, we will arrange a replacement for the affected item(s).
If there is a concern regarding an item received, we encourage you to reach out to customer support so the matter can be reviewed and addressed appropriately.
Refunds are not issued for quantity or quality concerns unless independent verification demonstrates a material discrepancy from the stated specifications. In such cases, documentation must be submitted for review prior to any resolution.
Requests to cancel an order must be submitted by email before shipment. Once an order has shipped, it can no longer be canceled.
For questions or assistance, please contact us at support@kittynova.net.
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