Warranty and Replacements

We make every tag ourselves, so we stand behind every tag ourselves. If something goes wrong with a pet product in the first 90 days, we'll replace it free.

What's covered

Pet products, for 90 days from the day you ordered. If your tag is broken, badly scratched, or lost, tell us and we'll make you another one at no charge. You pay nothing, including shipping.

This covers our pet products. Other Novations merchandise isn't included.

How to claim it

Send us a message through the contact form with two things:

• Your order number, which is on your confirmation email and starts NV-
• A photo, if the tag is damaged. It helps us see what happened.

We try to work through contact requests within three business days, and we'll get your replacement moving as soon as we've read it.

What a replacement is

An exact copy of what you originally 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's a new order rather than a replacement.

Refunds

Every tag is engraved with your own words, which means nobody else can use it, so custom items can't be refunded once they've been engraved. That's exactly why the replacement promise above exists, and why we show you a preview of the finished tag before you pay.

Before it goes on the laser, though, 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's too late to change or cancel it.

If we got it wrong

Then it's on us, and the 90 days don't 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.

Still have a question?

Ask us. We'd far rather sort something out than have you sit with a tag you're not happy with.

Get In Touch → or email support@novationsengraving.com