Frequently Asked Questions

Have a question? We have answers. If you don't find what you're looking for, email us at tksnova7@gmail.com.

🚚 Shipping

How long does shipping take?

Orders are processed within 1–3 business days. Delivery within the USA typically takes 5–10 business days. Total estimated time: 6–13 business days from purchase.

Do you offer free shipping?

Yes! We offer free standard shipping on all USA orders — no minimum order required.

Do you ship internationally?

Currently, we ship to addresses within the United States only. International shipping may be added in the future.

What happens if my package is delayed?

Shipping delays can occasionally occur due to carrier issues, weather, or high demand. If your order is significantly delayed beyond the estimated window, please contact us at tksnova7@gmail.com and we will investigate.

📦 Returns & Refunds

What is your return policy?

We offer a 30-day return window from the date of delivery. Items must be unused and in original packaging. Contact us to initiate a return.

How do I request a refund?

Email us at tksnova7@gmail.com with your order number and reason for return. We'll respond within 1–2 business days with instructions.

How long does a refund take?

Once your return is received and approved, refunds are processed within 5–10 business days to your original payment method.

📬 Tracking Orders

How do I track my order?

Once your order ships, you will receive a tracking number via email. Use this number on the carrier's website to check your delivery status. Please allow 24–48 hours for tracking to update after your shipping confirmation.

I haven't received my tracking number yet. What should I do?

Tracking emails are sent within 1–3 business days of your order. Check your spam or promotions folder. If you still haven't received it, contact us at tksnova7@gmail.com.

📦 Damaged or Wrong Items

I received a damaged item. What should I do?

We're sorry to hear that! Please email us at tksnova7@gmail.com within 7 days of delivery with:
• Your order number
• A photo of the damaged item and packaging

We will arrange a free replacement or full refund — no return shipping needed.

I received the wrong item. What do I do?

Please contact us immediately at tksnova7@gmail.com with your order number and a photo of the item received. We will resolve this promptly at no cost to you.

💳 Payment Methods

What payment methods do you accept?

We accept all major payment methods including:

• Visa, Mastercard, American Express, Discover
• PayPal
• Shop Pay
• Apple Pay
• Google Pay

Is my payment information secure?

Absolutely. All transactions are encrypted with SSL technology. We use trusted, secure payment processors and never store your full card details.

💬 Contact & Support

How do I contact TKS NOVA?

📧 Email: tksnova7@gmail.com
⏱ We respond within 24–48 hours, Monday through Friday.

Do you have a physical store or phone number?

We are an online-only pet brand at this time. The best way to reach us is by email at tksnova7@gmail.com.