Hey, I'm Novi! 🐾 I can help with sizes, designs, shipping, or anything else about Novations. What are you looking for?
Novi is here to help with general questions about Novations. For questions about your own order, please contact Novations directly so we can make sure you get the most accurate information.
We make every tag ourselves, and we stand behind what we make. If something goes wrong with a pet product in the first 90 days, we’ll make it right.
Pet products are covered for 90 days from the day you order. If something is wrong, we’ll make you a new one at no charge and cover the shipping.
Either way you pay nothing. The replacement and the postage are both on us.
This covers our pet products. Other Novations merchandise is not included.
Message us through the contact form. Your order number starts with NV- and is in your confirmation email.
If the tag is damaged, a photo helps us see what happened.
We try to get to requests within three business days, then we start on your replacement.
A replacement is an exact copy of what you ordered: same design, size, finish, font and engraving. If you want to change any of that we’re happy to make you a new one, but it is a new order rather than a replacement.
Before it goes on the laser, nothing is fixed. If you spot a typo or change your mind, email us right away and we’ll catch it. Once you get the email saying your order is being made, it is too late to change or cancel.
Every tag is engraved with your own words, so nobody else can use it. That means custom items cannot be refunded once they have been engraved. It is why the replacement promise above exists, and why we show you a preview of the finished tag before you pay.
Then it is on us, and the 90 days do not come into it. If your tag arrived engraved with something other than what you ordered, or damaged in the post, tell us and we’ll put it right.
We’re happy to help. Send us a message and we’ll get back to you as soon as we can.
Get In Touch → or email support@novationsengraving.com
Sending a replacement is on us, postage included. The shipping page has the timings.
