To offer a wider selection of supplies for conventional, small, and exotic pets, Zelvoripets™ works with selected fulfillment facilities and product partners in different regions.

Depending on product availability and your delivery address, an order may be dispatched from a domestic or international fulfillment center. This helps us offer products for a broader variety of pets, maintain accessible pricing, and ship each item from an appropriate available facility.

If your order contains multiple products, items may occasionally arrive in separate packages. You will not be charged additional shipping fees beyond the amount displayed at checkout because of a split shipment.

Orders normally require 2–4 business days for verification, product inspection, packing, and carrier handoff. During holidays, promotional events, or unusually high demand, preparation may take up to 5 business days.

Business days exclude Saturdays, Sundays, and recognized public holidays. Processing time is separate from the transit time below.

Standard shipping costs $5.99 per order for all destinations unless another rate or a free-shipping promotion is displayed at checkout.

The complete shipping charge is shown before you submit payment. We will not add an undisclosed shipping fee after your order is placed.

After processing and transfer to a shipping carrier, the following estimated transit times generally apply:

Once your package leaves the fulfillment facility, a shipment confirmation with available tracking details will be sent to the email address provided at checkout.

Please allow 1–3 business days for the carrier’s tracking system to show its first update. A temporary pause in tracking does not necessarily mean the parcel has stopped moving. Updates may also pause briefly while an international shipment is transferred to a local delivery provider.

If you have not received a shipment confirmation after the usual processing period, please check your spam or junk folder before contacting us.

Please provide a complete and accurate delivery address at checkout, including apartment, suite, unit, or building details when applicable.

If you notice an error, contact us within 12 hours of placing your order at service@zelvoripets.com or +86 180 3801 2504. We will make a reasonable effort to update the address, but changes cannot be guaranteed once fulfillment has begun.

Zelvoripets™ is not responsible for delivery failures caused by an incorrect or incomplete address provided by the customer. If a parcel is returned to its sender, additional shipping charges may apply before reshipment.

Our fulfillment team may begin working on your order shortly after it is submitted. Please send requests to cancel an order or change its products, quantities, or delivery details within 12 hours of purchase.

Once an order has been packed, assigned to a carrier, or dispatched, we may be unable to modify or cancel it. A request within 12 hours does not guarantee cancellation if processing has already advanced.

International packages may be shipped under Delivered Duty Unpaid (DDU) terms. Depending on the destination country, customs authorities or local carriers may collect import duties, taxes, brokerage fees, or other charges before releasing a package. These charges are the customer’s responsibility.

Zelvoripets™ does not determine or control these charges and cannot predict their amount or reimburse fees imposed by customs authorities or local carriers. Customs reviews may also extend delivery times.

If tracking shows that your parcel is still moving but the estimated delivery window has passed, please allow several additional business days for possible carrier delays.

If the carrier officially confirms that a parcel was lost in transit, contact us with your order number and tracking details. After reviewing the claim, we will arrange an eligible replacement without an additional product or shipping charge.

If Tracking Says “Delivered”

Please first check with:

• Other members of your household
• Neighbors or building management
• Reception desks or mailrooms
• Safe locations around the delivery address
• Your local delivery office

If the parcel still cannot be found, contact us promptly so we can review the available tracking information. Replacement or refund eligibility for a parcel marked delivered depends on the outcome of the carrier investigation.

Please inspect your order when it arrives. If a product was damaged in transit, email service@zelvoripets.com within 72 hours of delivery and include:

• Your order number
• A description of the damage
• Clear photographs of the product
• Photographs of the shipping packaging and label

After we review and approve the claim, Zelvoripets™ will arrange a replacement without an additional charge. Please keep the damaged item and packaging until our support team confirms they are no longer needed.