Returns & Refund Policy

Last Updated: October 2026

At Shop Nova Orbit, we value complete customer transparency. If you or your pet are not completely satisfied with your FounTaiL™ Cordless Pet Fountain purchase, this Returns & Refund Policy explains the exact steps and conditions to secure a replacement or prompt refund.

1. Return Window Eligibility

To qualify for a refund under the official satisfaction guarantee:

• You must initiate your return request within 30 calendar days starting from the recorded delivery date indicated by your tracking number.
• The product should be complete with all original parts (stainless steel basin, wireless power base, water pump, and original packaging materials).

2. How to Initiate a Return (Step-by-Step)

Returning your product is a straightforward process requiring zero complicated forms:

• Step 1: Contact Customer Support: Send an email to the support desk at contact@shopnovaorbit.world with the subject line "Return Request - [Your Order Number]".
• Step 2: Obtain RMA Authorization: Customer support will verify your transaction and issue a Return Merchandise Authorization (RMA) number along with the designated regional warehouse return address.
• Step 3: Pack and Ship: Securely package the fountain and hardware in its box, clearly write your RMA number on the outer parcel label, and mail it using a trackable courier service (USPS, FedEx, or UPS).

3. Return Shipping Costs

Customers are responsible for paying standard return shipping postage back to the warehouse, unless the return is due to a verifiable manufacturer hardware defect or an incorrect item received, in which case the support team will supply a prepaid return label.

4. Refund Processing Timeline

Once your returned fountain arrives at the fulfillment inspection facility:

• Warehouse technicians will inspect the returned hardware within 2 to 4 business days of delivery.
• Upon inspection approval, an automated refund confirmation is generated immediately.
• Credit card providers and banks typically take 5 to 10 business days to reflect the credited amount back into your original payment method (Credit Card, Debit Card, or PayPal).

5. Damaged, Defective, or Missing Items

If your FounTaiL™ arrives with any physical damage or does not operate properly upon unboxing, please notify customer support within 48 hours of package receipt. You will be provided with an immediate no-hassle replacement unit dispatched with priority handling at zero additional charge.

6. Order Cancellations

Orders are automatically routed to our high-speed automated warehouse dispatch lines within 60 to 90 minutes of checkout. If you wish to cancel an order, please email support immediately. If the warehouse has already processed and dispatched your package, you may simply return the unopened parcel upon delivery under our 30-day guarantee.

7. Returns & Customer Assistance Desk

For any questions regarding RMA numbers, return status, or refund progress, our dedicated team is here to help: