Support
Frequently asked questions
Need help with shipping, returns, or choosing the right product? You’ll find the most common answers here in one place. We’re happy to help you shop with confidence.
Support hours
Monday–Friday: 9:00 AM–5:00 PM (UK time)
Saturday–Sunday: 11:00 AM–3:00 PM (UK time)
How long will it take to receive my order?
Processing time is 1–2 business days. Transit time is usually 6–12 business days, so the total delivery window is about 7–14 business days depending on your location. All orders include tracking.
Do you offer free shipping?
Yes — every order within the United Kingdom ships free, with no minimum spend required.
Where is Zenova based, and where do you ship from?
Zenova is based in Tilburg, the Netherlands. Our products are fulfilled through international logistics partners and warehouses, so the shipping origin of your parcel may not match our business address. We currently serve customers across the United Kingdom.
What if I receive a defective or damaged product?
Get in touch within 48 hours of delivery at info@zenovapet.com with a short description and a few photos of the issue. We’ll review it quickly and arrange a replacement or refund.
Can I cancel my order after placing it?
Yes, as long as it hasn’t shipped yet. Once it’s on its way, it can no longer be cancelled, but you’re welcome to return it after delivery following our standard return process. Email info@zenovapet.com and we’ll help you sort it out.
What is your return policy?
You have 30 days from delivery to return an item, with no restocking fees. Items should be unused and in their original packaging where possible. Full details are in our Return Policy.
When will I get my refund after returning a product?
Once we’ve received and checked your returned item, we process refunds within 7 working days. Depending on your bank, it may take a little longer to actually appear in your account.
Do you offer any kind of guarantee?
Yes — every order is covered by our 30-day return window. If something isn’t right, contact us within 30 days of delivery and we’ll arrange a refund or replacement.
How can I contact customer support?
Email us at info@zenovapet.com or call +31640121099. We aim to respond within one working day.
Do you ship outside the UK?
At the moment, we’re focused entirely on serving customers within the United Kingdom.
Do you have a physical store I can visit?
Not at the moment — Zenova is an online-only shop, which lets us keep prices fair and focus everything on getting you the right products without the overhead of a physical storefront.
Are your products compatible with UK plugs and voltage?
Yes — our products are supplied with the correct UK plug and wiring setup for 220–240V, and every item is checked before it ships to make sure it’s ready to use straight out of the box.
What if I need help choosing the right product?
Happy to help — email us at info@zenovapet.com with a bit of detail about what you’re looking for and we’ll get back to you with some suggestions.
How can I track my order?
As soon as your order ships, you’ll receive a tracking number by email so you can follow it every step of the way.
Support hours
Monday–Friday: 9:00 AM–5:00 PM (UK time)
Saturday–Sunday: 11:00 AM–3:00 PM (UK time)