Shipping policy
Last Updated: August 10, 2026
At NIXIVA, we know your dog is waiting for the good stuff. We work hard to process and ship orders quickly, carefully, and safely.
Order Processing
Orders are processed and shipped from Lakeland, Florida within 1 business day under normal circumstances.
We ship orders Monday through Friday, excluding holidays.
Orders placed on Saturday or Sunday will be processed beginning the following Monday. Orders placed on or around holidays will be processed on the next available business day.
During holidays, promotional events, new product launches, severe weather, or unusually high order volume, processing may take longer than normal.
Our 1-business-day processing time refers to the time required for NIXIVA to prepare your order for shipment. It does not include carrier transit or delivery time.
Shipping Carriers
NIXIVA primarily ships orders using USPS and UPS.
The carrier and shipping service used for your order may be selected based on your destination, package size, weight, service availability, and expected delivery time.
Unless a specific shipping service is explicitly purchased or guaranteed at checkout, NIXIVA reserves the right to select the appropriate carrier and service for your shipment.
Carrier delivery estimates are estimates only and are not guaranteed by NIXIVA.
Tracking Your Order
Once your order has shipped, tracking information will be sent to the email address provided with your order.
Please allow some time after receiving your shipping confirmation for the carrier's tracking system to update.
Once a package has been transferred to the carrier, its movement and delivery are handled by the carrier. NIXIVA does not control carrier delays, routing, scans, or delivery schedules.
Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully review your:
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Name
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Street address and apartment/unit number
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City, state, and ZIP code
Once an order has shipped, NIXIVA cannot guarantee that the shipment can be stopped, redirected, or have its delivery address changed.
If you notice an address error before your order ships, contact us immediately. We will make reasonable efforts to update the order, but changes cannot be guaranteed once processing has begun.
If an order is returned to NIXIVA because an incorrect or incomplete address was provided, additional shipping charges may be required before the order can be reshipped.
If a carrier charges NIXIVA an address correction, interception, return, or redelivery fee because of an incorrect customer-provided address, we reserve the right to pass the applicable charge on to the customer.
P.O. Boxes & Military Addresses
Orders being delivered to a P.O. Box may be shipped using USPS, as UPS generally does not deliver to standard P.O. Boxes.
We may also ship to eligible APO, FPO, and DPO addresses using USPS. Military shipments may require additional transit time and may have limited tracking while in transit.
Where We Ship
NIXIVA currently ships within the United States, including all 50 states.
At this time, we do not offer international shipping.
Shipping Charges & Free Shipping Promotions
Shipping charges, when applicable, are displayed during checkout.
If NIXIVA offers a free or discounted shipping promotion, eligibility may be based on the order subtotal after discounts and before applicable taxes, unless otherwise stated in the promotion.
Shipping promotions may have exclusions or additional terms and may be changed or discontinued at any time.
Multiple Shipments
In some situations, items from the same order may be shipped separately.
If we choose to split an order into multiple shipments, you will not be charged additional shipping fees beyond the amount originally charged at checkout.
You may receive a separate tracking number for each package.
Carrier Delays
Although we work hard to get orders out quickly, NIXIVA cannot guarantee carrier delivery dates.
USPS and UPS may experience delays caused by weather, holidays, high package volume, transportation disruptions, natural disasters, incorrect addresses, or other circumstances outside NIXIVA's control.
A carrier delay does not mean that your package is lost.
If tracking has not updated for an extended period, contact us and we'll help determine the appropriate next step.
Packages Showing Delivered
Carrier tracking information is the primary delivery record available to NIXIVA.
If tracking shows that your package was delivered but you cannot locate it, please first:
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Check around your property, including porches, side doors, garages, mailboxes, and other common delivery locations.
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Ask members of your household if they accepted or moved the package.
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Check with neighbors when appropriate.
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Allow up to 24–48 hours, as some carrier delivery scans may appear before the package is physically located.
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Contact the applicable carrier if the package still cannot be found.
If your package remains missing, contact NIXIVA and we will review the situation and, when appropriate, help initiate a carrier investigation or lost-package claim.
Carrier investigations can take several days or, in some circumstances, several weeks to complete.
We ask that customers cooperate with any information reasonably required by the carrier during an investigation.
Lost Packages
If tracking indicates that a package has been lost in transit, please contact us.
NIXIVA will review the tracking information and may submit a claim or investigation with USPS or UPS.
Depending on the circumstances, we may wait for the carrier's investigation or claim process to be completed before determining the appropriate resolution.
When a package is confirmed lost in transit, NIXIVA will work with you toward an appropriate resolution, which may include replacement of the affected order or a refund when replacement is unavailable, subject to the circumstances of the shipment.
Package Theft After Delivery
NIXIVA cannot control packages after a carrier completes delivery.
If carrier tracking confirms delivery to the address provided with the order, but you believe the package was stolen afterward, please contact us. We will assist with available carrier information when possible.
Depending on the circumstances, you may also need to contact the carrier or your local authorities.
NIXIVA is not automatically responsible for packages lost or stolen after confirmed delivery, but we will review reported situations individually and do our best to assist.
Damaged Packages
While we carefully package every NIXIVA order for a safe journey to your home, packages can occasionally be damaged while being handled by USPS, UPS, or other transportation partners.
If the shipping box is damaged but the products inside are completely intact and safe, no replacement is normally necessary.
If the product itself, its container, or its safety seal has been damaged, please contact us within 7 days of delivery.
Please include:
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Your order number
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A description of the problem
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Photos of the shipping package
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Photos of the damaged product
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Photos showing the product's packaging and seal
Please do not discard the product, container, shipping box, or packaging materials until we have reviewed your claim. The carrier may require these items or photographs as part of an investigation.
Food Safety & Package Integrity
Your dog's safety comes first.
Do not feed your dog a NIXIVA product if the container, safety seal, or product appears to be opened, tampered with, contaminated, leaking, or significantly damaged.
If you believe the integrity of the product has been compromised during shipping, stop using the product and contact us as soon as possible.
Please retain the product and original packaging while we review the issue.
If we determine that a product was damaged or compromised during transit, we will generally replace the affected product at no additional cost. If a replacement is unavailable, we may issue a refund for the affected item.
Temperature & Weather During Transit
NIXIVA freeze-dried treats are designed to be shelf-stable when properly stored.
Packages may nevertheless experience changes in temperature while traveling through carrier facilities, delivery vehicles, mailboxes, or outdoor delivery areas.
We recommend retrieving your package as soon as reasonably possible after delivery and storing NIXIVA products according to the instructions on the packaging.
If a product arrives with packaging or a seal that appears compromised, please do not feed it to your dog and contact us.
Refused & Unclaimed Packages
Packages that are refused, abandoned, or left unclaimed may be returned to NIXIVA by the carrier.
Original shipping charges are generally non-refundable for refused or unclaimed packages, and additional shipping charges may apply if you request that an eligible order be shipped again.
Because NIXIVA products are consumable pet products, returned merchandise may not be eligible to be placed back into inventory or resold.
Any refund eligibility will be determined according to our Return & Refund Policy.
Preorders & Backordered Items
If NIXIVA offers a preorder or backordered product, the estimated shipping date will generally be displayed on the applicable product page or communicated to you.
Orders containing preorder or backordered products may be held until all products are available or may be shipped separately at NIXIVA's discretion.
Order Verification
To help protect our customers and NIXIVA from unauthorized transactions, certain orders may be temporarily held for payment, address, identity, or fraud verification.
We may contact you for additional information before shipping the order.
NIXIVA reserves the right to cancel and refund orders that we reasonably believe may be fraudulent, unauthorized, or otherwise unable to be safely fulfilled.
Reporting Shipping Problems
Please report products that arrive damaged, incorrect, or with compromised packaging within 7 days of delivery.
For packages that appear to have been lost in transit, please contact us within 30 days of the expected delivery date so that we can investigate while carrier information is still available.
Waiting too long to report a shipping issue may limit our ability to submit a claim with the carrier.
Changes & Cancellations
If you need to cancel your order or make a change, contact us as quickly as possible.
Because we aim to process orders within one business day, we cannot guarantee that an order can be changed or canceled once it enters fulfillment.
Once an order has shipped, it cannot be canceled by NIXIVA and we cannot guarantee an address change or carrier interception.
Questions About Your Shipment
If you have questions or concerns regarding your NIXIVA order, please contact our customer support team and include your order number so we can assist you as quickly as possible.
We want every NIXIVA order to arrive safely and every dog to enjoy their treats. If something goes wrong during the journey, contact us and we'll work with you to find an appropriate solution.
