FAQ

Frequently Asked Questions

Welcome to our Frequently Asked Questions section. Here you can find helpful information about payments, shipping, order changes, delivery concerns, and other common questions.

If you need assistance with something that is not addressed below, please email us at support@elvarunepets.com. Be sure to include your Order Number and Order Email so our customer service team can identify your purchase and assist you efficiently.

Orders & Payment

Where can I enter my discount code?

Eligible promotional codes can be applied during checkout, whether you intend to pay through PayPal or with a debit/credit card.

To redeem your code:

  1. Choose the item you would like to purchase and select “Add to Cart.”
  2. From your shopping cart, choose “PAY WITH DEBIT/CREDIT CARD” to continue to checkout. This step applies whether your final payment is made by PayPal or card.
  3. On a mobile device, select “Show order summary” to display the promotional-code entry area.
  4. On a desktop device, locate the discount-code field on the right-hand side of the checkout screen.
  5. Enter and apply the valid code before completing payment with PayPal or your card details.

What payment options can I use?

Our checkout supports a range of commonly used secure payment methods, including:

  • PayPal
  • Visa
  • MasterCard
  • American Express (AE)
  • Diner’s Club
  • Most major debit and credit cards
  • Apple Pay
  • Google Pay

How much does delivery cost?

Our standard worldwide shipping charge is generally USD $5.99.

The amount may occasionally differ depending on your destination or promotional campaigns available at the time of purchase. The exact shipping fee applicable to your order will always be displayed at checkout before you finalize payment.

Shipping & Delivery

Can orders be shipped internationally?

Yes. We provide worldwide delivery and work with fulfillment facilities in multiple locations.

Where possible, our logistics team will arrange shipment from the closest suitable warehouse according to your destination and product availability. This approach is intended to help orders reach customers as efficiently as possible.

What is the estimated delivery period?

After your order has completed processing and has been shipped, delivery is generally estimated to take 10–20 business days.

How do I follow the progress of my shipment?

After your parcel has been dispatched, a shipping confirmation will be sent to your email address.

This confirmation will contain your tracking number, which can be entered into a universal shipment-tracking service such as 17track.net to review the latest available delivery information.

My tracking information has not changed. Is that normal?

Yes. Tracking systems may require approximately 24–48 hours after shipment confirmation before the first new information becomes visible.

There may also be periods of several days without a new scan while a package is being transported between carrier facilities or distribution hubs. A temporary absence of tracking activity does not necessarily indicate that the shipment has stopped moving.

Why did my order arrive in separate shipments?

Purchases containing several items may sometimes be fulfilled from different warehouse locations. When this happens, we may divide your order into multiple parcels so individual products can be dispatched without waiting for every item to become available at the same facility.

Each shipment will receive an individual tracking number, and the corresponding tracking information will be sent to your email.

Order Changes & Cancellation

Can I correct my name, telephone number, or shipping address?

Please contact us immediately, as changes to delivery information are highly time-sensitive.

Send an email to support@elvarunepets.com using the subject:

“Urgent: Address Change”

Please provide the following information in your message:

  • Your Order Number (for example, 071SHOP-112938)
  • Your Order Email
  • The complete corrected shipping information

If your purchase has not yet been processed, we will make reasonable efforts to update the requested information.

Once the parcel has already been dispatched, however, we are unable to alter the shipping details. In this situation, you should contact the applicable delivery carrier directly to determine whether an adjustment can still be made.

Can I modify the products in an existing order?

Requests involving product details—including size, color, or quantity—must also be submitted as quickly as possible.

Please email support@elvarunepets.com with the subject:

“Urgent: Order Change”

Your request should include:

  • Your Order Number (for example, 071SHOP-112938)
  • Your Order Email
  • A clear explanation of the exact modification you are requesting

We can only accommodate a product modification if the order has not yet entered the fulfillment stage. Because orders may move into fulfillment shortly after being placed, the available modification period can be very limited.

Is cancellation available after placing an order?

An order may be cancelled provided that it has not yet been dispatched.

Please be aware that a small handling fee may apply when processing an eligible cancellation.

Once your order has already shipped, we are unable to cancel it.

Problems After Delivery

My item was damaged when it arrived. What information should I provide?

We apologize if your purchase reaches you in damaged condition. Please contact support@elvarunepets.com so our customer care team can review the situation.

Include:

  • Your Order Number (for example, 071SHOP-112938) and Order Email
  • Clear photographs or video showing the damaged product
  • A photograph showing the shipping label attached to the parcel

Providing this information will help us assess the issue and assist you more efficiently.

What should I do about a possible product defect or quality problem?

We take product-quality concerns seriously. If you believe an item has a defect or does not meet the expected quality standard, please email support@elvarunepets.com.

Your message should contain:

  • Your Order Number (for example, 071SHOP-112938) and Order Email
  • A detailed explanation of the quality concern
  • Clear photographs or a short video demonstrating the issue

Our support team will use the information provided to review your concern and determine the appropriate next steps.

What happens if an item is incorrect or missing?

If you receive a product that differs from what you ordered, or if an expected item is missing from your shipment, please contact support@elvarunepets.com so we can investigate the fulfillment issue.

Please provide:

  • Your Order Number (for example, 071SHOP-112938)
  • Your Order Email
  • A photograph or video showing the incorrect item, where applicable
  • If an item is missing, a clear list identifying the product or products you did not receive

Emails & Order Notifications

I cannot find my order confirmation email. What should I do?

First, check the spam or junk folder associated with your email account, as automated order confirmations may occasionally be filtered there.

If you still cannot locate the message, contact support@elvarunepets.com and provide the email address you believe was entered during checkout.

Our team will attempt to locate your purchase and resend the applicable order confirmation.

When should I receive my tracking number?

Tracking details are normally sent approximately 1–2 business days after your order has been processed.

If this period has already passed and you have not received tracking information, please check your spam or junk folder first. If the message is not there, contact our support team for an update regarding your shipment.