Frequently Asked Questions
Orders & Shipping
Where do you ship?
We currently ship to the United States, United Kingdom, Australia, Canada and New Zealand, with free standard shipping to all 5.
How long does delivery take?
Orders are processed in 1–3 business days, and standard delivery usually takes 5–8 business days after shipping. You'll get a tracking number by email.
Can I change or cancel my order?
Contact us within 12 hours of ordering at hello@nuviopet.com and we'll do our best to help.
Returns
What is your return policy?
You can return unused items in original condition within 30 days of delivery. See our Refund Policy for full details.
My item arrived damaged. What do I do?
Email us within 7 days of delivery with photos and we'll send a replacement or a full refund.
Product & Fit
Will the carrier fit under my airline seat?
Airline cabin rules are different for each airline and aircraft, and some airlines don't allow pets in the cabin at all. Before you fly, check your airline's current pet policy and confirm the maximum carrier size. Email us your airline and we'll help you choose. We can't guarantee acceptance by every airline.
What size pet does it fit?
Email hello@nuviopet.com with your pet's weight and length and we'll confirm the right carrier before you order. Your pet should be able to stand up, turn around, and lie down comfortably inside.
How do I clean the carrier?
Remove the liner and machine wash it on a gentle cold cycle, then air dry. Wipe the shell with a damp cloth and mild soap. See our Care Guide.
How do I get my pet used to the carrier?
Leave the carrier open at home with a favorite blanket or treat inside for a few days before your trip. Short practice rides help too.
Contact
Still have questions? Email hello@nuviopet.com or call +1 929 604 7180 (Mon–Fri, 9am–5pm ET).