Frequently Asked Questions

Product Information

Are the pet toys at Novastore Pets suitable for aggressive chewers?

Yes, we carry a range of durable toys designed specifically for aggressive chewers. These toys are made from high-quality materials like natural rubber, nylon, or reinforced fabric to withstand tough play.

Do you have any eco-friendly or sustainable pet products at Novastore Pets?

Absolutely! Novastore Pets is committed to offering eco-friendly and sustainable pet products.

Do you have any outdoor pet products available at Novastore Pets?

Novastore Pets offers a range of outdoor pet products, including outdoor beds, tie-outs, pet houses, ramps, and travel carriers. Browse our selection to find the perfect outdoor products for your pet’s needs.

What type of toys does Novastore Pets offer for cats?

Novastore Pets offers a wide range of cat toys, including interactive toys, wand toys, catnip toys, scratchers, and puzzle toys to keep your feline friend entertained and engaged.

My dog loves squeaky toys. Does Novastore Pets have a selection of these?

Yes, Novastore Pets has a variety of squeaky toys for dogs. You can find plush squeaky toys, squeaky rubber balls, and other fun squeaky toys in various shapes and sizes to keep your dog entertained.

Are the pet products at Novastore Pets safe for puppies and kittens?

Yes, we offer a range of pet products specifically designed for puppies and kittens, ensuring their safety and comfort. Always choose age-appropriate toys, beds, and supplies for your young pets, and monitor their playtime to ensure safety.

Are there any toys at Novastore Pets designed for dental health?

Absolutely! Novastore Pets offers various dental toys for both dogs and cats. These toys are designed with ridges, grooves, or special materials that help clean teeth and massage gums as your pet chews or plays, promoting better oral hygiene.

What materials should I look for in a durable pet bed from Novastore Pets?

When selecting a durable pet bed, look for materials like heavy-duty canvas, polyester, or nylon, which are known for their strength and resistance to wear and tear. Many of our pet beds at Novastore Pets are made with these materials to ensure long-lasting comfort for your pet.

Does Novastore Pets offer any grooming supplies for pets with sensitive skin?

Yes, we carry a variety of grooming supplies specifically designed for pets with sensitive skin. This includes hypoallergenic shampoos, conditioners, grooming wipes, and brushes with gentle bristles. Check our grooming section and filter by skin type to find the appropriate products for your pet.

Are there any products at Novastore Pets to help with pet hair management?

Yes, we carry various products to help manage pet hair, such as grooming tools, pet hair removers, and lint rollers. Browse our grooming section to find the right tools to keep your pet’s coat looking its best and your home free of pet hair.

General Information

How do I contact customer support?

You can contact our customer support via our support email.

Can I cancel an order?

If the order has been processed then the order cannot be canceled; however, you can return the product once you have received it. You are unable to return the product if it has been opened.

How do I return an item?

Please email your order ID along with your contact details and the issue that you are experiencing to this email address and a support representative will get back to you.

Where is Novastore situated?

Novastore is online based and has no physical stores.

Where does Novastore ship to?

Novastore only delivers to customers within South Africa.

How do I keep updated with what’s happening at Novastore?

You can sign up to our mailing list or follow us on Instagram / Facebook.

How do I unsubscribe from the mailing list?

Email us and one of our customer service representatives will unsubscribe your email address.

Your Account

Do I need an account to order on Novastore?

An account is required to purchase items on Novastore.

Why should I create an account?

Creating an account saves you time with quicker checkouts, easier returns and gives you access to your order history. You will also have full access to your account details such as billing address, delivery address and downloads for any virtual product bought on the site.

How do I create an account?

Navigate to My Account and use your email to register.

How do I create a password?

Once you have registered you will be emailed a password for your account, you can then change that password in your Account Details.

Will my information be sold to 3rd parties?

Your personal information is secured and will not be sold to 3rd parties.


Can I track my order?

Yes, once your order is placed you will receive an email with a tracking number, navigate to and input your tracking number in the provided field.

How long will it take to receive my order?

Your order should arrive within 2-7 working days.

What are the delivery charges?

Delivery charges will be based on product dimensions and weight.

What can cause my order to be delayed?

There are various causes that can delay your order such as:

  • Traffic
  • Weather Conditions
  • Vehicle Breakdown
  • Technology Issues
  • Shortage of stock

If there is a problem and your order cannot be fulfilled then a Novastore Support Representative will contact you in order to resolve the issue.


Do you offer lay-bys?

Novastore does not offer lay-bys.

What payment methods do you accept?

Novastore accepts payments through all major South African banks.

Suspicious Activity

How do I know whether an email is or is not from Novastore?

Suspicious or Fraudulent emails not from Novastore may contain:

  • Typos, unconventional formatting, or grammatical errors.
  • A reference to a payment source that Novastore does not accept.
  • A request to update your payment information.
  • A generic email address with Novastore in the email, for example or a “noreply” email address from a non-ZA country or site not associated with Novastore. Novastore will never send communications from personal or generic email accounts.
  • An order confirmation for an item you didn’t purchase or an attachment to an order confirmation. If you are a Novastore customer, go to your Novastore Account and view Your Order History to see if there is an order that matches the details in the correspondence. If you are not a Novastore customer, feel free to contact us to verify whether the email is associated with an actual order.
  • Forged email addresses to make it look like the email is coming from Novastore. Your email program may allow you to hover over or click on an email address to view its original source.
  • Links, including “Here” links, to websites not affiliated with NovaStore. You should be able to hover over a link without clicking it to show the website address associated with the link. If the link shows a site other than or a site that is not a legitimate Novastore domain, then it is likely phishing.

What should I do if I believe an email I’ve received is a phishing email?

If you believe you have received a phishing email or have responded to what may be a phishing email, Novastore recommends you update your online passwords and report the email Here.

How do I protect myself from Phishing Attacks?

SAPS(South African Police Service) has provided the public with various ways to prevent these scams which can be found Here.

Are there any other scams that I may encounter online?

There are a numerous amount of scams world-wide, News24 has provided the public with an article on the various types of scams.