FAQ
FAQ
Welcome to PAVQELU's Frequently Asked Questions! Here you'll find helpful information about ordering, payments, shipping, returns, and customer support.
1. How do I apply a discount code at checkout?
To apply your discount code:
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Select your preferred pet products and click “Add to Cart.”
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Go to your cart and proceed to checkout.
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On mobile, tap “Show order summary” to enter your discount code.
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On desktop, enter your discount code in the designated field on the checkout page.
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Once the discount is applied, continue with your preferred payment method.
Please enter your discount code before completing your purchase, as discounts generally cannot be applied after payment has been processed.
2. What payment methods do you accept?
PAVQELU supports a variety of secure payment methods, which may include:
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PayPal
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Visa
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Mastercard
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American Express
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Diners Club
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Major debit and credit cards
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Apple Pay / Google Pay, where available
Available payment options will be displayed at checkout.
Simply select your preferred payment method to complete your purchase.
3. Do you offer international shipping?
Yes! PAVQELU offers international shipping to many countries and regions, including the United States, Canada, the United Kingdom, and Australia.
Your order may be shipped from an available warehouse or international fulfillment partner based on your location and product availability.
We work with logistics partners to deliver your pet essentials as efficiently and safely as possible.
4. How long does shipping take?
Our standard order processing time is 1–2 business days.
During holidays or promotional periods, processing may take up to 3 business days.
Estimated delivery times after shipment are:
| Region | Estimated Delivery |
|---|---|
| United States | 7–10 business days |
| Canada / UK / Australia | 10–15 business days |
| Other supported regions | 15–20 business days |
Delivery times are estimates and may vary due to customs clearance, holidays, weather conditions, or carrier delays.
Once your order ships, tracking information will be sent to your email.
5. How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.
You can track your package here:
Please allow 1–3 business days for tracking information to become available or update after shipment.
If you need assistance, contact us at:
6. Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us as soon as possible at:
We recommend contacting us within 12 hours of placing your order.
Please include:
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Your order number
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Your original shipping address
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Your updated shipping address
If your order has already been processed or shipped, we may not be able to make changes.
In that case, we recommend contacting the local delivery carrier for further assistance.
7. I received the wrong item or something is missing. What should I do?
We're sorry for the inconvenience!
Please contact our customer support team at:
Please include:
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Your order number
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A photo or video of the item received
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A photo of the shipping label
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A brief description of the issue
Our team will review your case and help arrange an appropriate solution, such as a replacement or refund where applicable.
8. I didn't receive an order confirmation email. What should I do?
Please first check your spam, junk, or promotions folder.
If you still cannot find your confirmation email, contact us at:
Please provide:
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The email address used at checkout
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Your full name
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A screenshot of your payment confirmation, if available
We'll help verify your order and resend the confirmation email when possible.
9. Can I cancel my order?
If your order has not yet been processed or shipped, we may be able to cancel it.
Please contact us as soon as possible at:
We recommend submitting cancellation requests within 12 hours of placing your order.
Once an order has shipped, cancellation is generally no longer available through our standard cancellation process.
You may request a return after receiving your package if the item meets our return eligibility requirements.
We accept eligible return requests within 30 days after delivery.
Please refer to our Return & Refund Policy for more information. Applicable statutory cancellation rights remain unaffected.
10. I haven't received my tracking number. What should I do?
Tracking numbers are usually sent by email after your order has been processed and shipped.
Our standard order processing time is 1–2 business days.
If you have not received your tracking number within a few business days, please check your spam or junk folder first.
If it is still missing, contact us at:
Please include your order number so we can assist you more efficiently.
11. Why isn't my tracking information updating?
Tracking information may take 1–3 business days to update after shipment.
In some cases, tracking updates may temporarily pause while your package is:
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Moving between logistics facilities
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Waiting for carrier scanning
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Undergoing customs clearance
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Being transferred to a local delivery partner
This does not necessarily mean your package is lost.
You can continue checking your tracking status here:
If tracking remains unchanged for an extended period, please contact our support team.
12. My order arrived damaged. What should I do?
We're sorry if your pet product arrived damaged.
Please contact us as soon as possible, preferably within 48 hours of delivery, at:
Please include:
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Your order number
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Clear photos or videos of the damaged item
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A photo of the shipping label
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A photo of the outer packaging
Our team will review the issue and help arrange a suitable solution, such as a replacement or refund, depending on the circumstances.
Contacting us after 48 hours does not automatically affect your applicable consumer rights.
13. Why did I only receive part of my order?
If your order contains multiple pet products, they may occasionally be shipped separately from different fulfillment centers.
This means your items may arrive in separate packages and at different times.
Each shipment may have its own tracking number, which will be emailed to you once available.
If you have concerns about missing items, please contact:
14. Where will my order be shipped from?
PAVQELU works with international fulfillment centers and logistics partners to process orders efficiently.
Depending on your shipping destination, product availability, and warehouse stock, your order may be dispatched from an available fulfillment center.
Some products may ship from international warehouses.
Our goal is to deliver your pet essentials safely and efficiently.
15. How much is the shipping fee?
At PAVQELU, we offer simple and transparent shipping rates:
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Orders under $50: $5.99 standard shipping.
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Orders of $50 or more: FREE standard shipping.
Shipping fees are displayed at checkout before you complete your purchase.
For additional information, please refer to our Shipping Policy.
16. How can I contact PAVQELU?
You can reach our customer support team using the following contact information:
Brand: PAVQELU
Website: https://pavqelu.com
Email: support@pavqelu.com
Phone: (516) 529-0723
Our team strives to respond as soon as possible during business hours.
Whether you have a question about your order, shipping, returns, or choosing the right pet products, we're happy to assist.
17. What information should I include when contacting support?
To help us assist you more efficiently, please include:
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Your order number
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The email address used at checkout
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A clear description of your question or issue
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Photos or videos, if your issue relates to a product, package, or delivery
This information helps our support team review your request and provide appropriate assistance.
Customer Support: support@pavqelu.com
Thank you for choosing PAVQELU. We're happy to be part of your everyday pet care journey!