Shipping Policy
Effective Date: July 25, 2025
Thank you for choosing our store. We value every customer and want to ensure that order-related concerns are handled as efficiently as possible.
If you experience an issue with your purchase, please contact our customer care team at support@elvarunepets.com before taking any further action. When reaching out, include your order number (for example, 015SHOP-1218) and the email address associated with your order so that our team can locate your purchase and assist you promptly.
Please read the following terms carefully.
1. Final Sale Policy
All purchases made through our store are considered final sales.
As a general rule, we do not accept returns or provide exchanges. Exceptions are limited to situations where:
- An item has a confirmed defect or quality problem; or
- You received a product different from the one you ordered.
Requests made under these exceptions must be reviewed and approved by our support team before any resolution can be provided.
2. Damaged, Defective, or Incorrect Items
We take product quality seriously. If your order arrives with visible damage, a defect, another verified quality issue, or an incorrect product, please notify our customer support team directly.
We ask that you inspect your shipment shortly after receiving it. Any eligible issue must be reported within 7 days of the delivery date.
To submit a claim, email support@elvarunepets.com and provide:
- Your order number (for example, 015SHOP-1218) and the email address used to place the order
- A detailed explanation of the problem
- Clear photographs or video footage showing the defect, damage, or incorrect item
Providing complete and accurate information will help us review your request as quickly as possible.
Once your claim and supporting evidence have been evaluated, our team will determine the appropriate outcome based on the individual circumstances. Depending on the nature of the approved claim, the resolution may be a replacement, partial refund, or full refund.
3. Refunds
When a partial or full refund has been approved, the applicable amount will be returned to the original payment method used for your purchase.
Approved refunds generally appear in the customer's account within 7–12 business days.
Actual processing times may vary depending on your bank, card issuer, or payment provider. Any additional time required by those financial institutions to post the funds is outside our control.
4. Exchanges and Replacements
We do not offer standard exchanges.
Replacement products are available only when an item was damaged or defective upon arrival and the corresponding claim has been reviewed and approved by our customer support team.
A replacement will therefore not be issued automatically upon request; the claim must first satisfy the conditions stated in this policy.
5. Returns Sent Without Authorization
Please do not return or mail any merchandise to us unless our support team has specifically authorized you to do so.
Customers seeking assistance must first contact support@elvarunepets.com and initiate a claim. Our team will review the information provided and advise you of the appropriate next steps.
Merchandise sent back without prior notice and without an approved claim will not be accepted as an authorized return.
We are unable to issue a refund, provide a replacement, or offer other assistance for merchandise returned without the required prior approval.
6. Contact Information
For questions about this policy or concerns regarding an order, please contact our customer support team at:
For faster assistance, please include:
- Your order number (for example, 015SHOP-1218)
- The email address used when placing your order
- A clear explanation of your concern
Contacting us directly with the relevant order information is the most efficient way to begin the resolution process. Our team will review your request and make every reasonable effort to provide an appropriate solution in accordance with this policy.