Frequently Asked Questions

Zelnuvora and zelnuvora.com are owned and operated by Yongchang County Yaoxin Trading Co., Ltd.

How do I place an order?

Choose your product and available options, add it to your cart, and complete checkout. Please check the intended pet type, measurements, size guide, materials, care instructions, and included components before ordering. Choose the size using the product-specific measurements rather than breed or weight alone. An order confirmation will be emailed to you.

How do I choose the right size for my pet?

Use the size guide on the specific product page and measure your pet as instructed. Sizes can differ between products. For dog shoes, check the paw measurements and any additional fit measurements shown in the guide. If you are unsure, contact us before ordering.

How should I introduce a new product to my pet?

Follow the product’s fitting, use, and care instructions. Introduce wearable accessories gradually with supervision, check the fit, and inspect them regularly for damage or loose parts. Stop using an item if it causes discomfort or becomes damaged. No product is suitable for every pet or activity.

When will my order arrive?

Orders are typically processed within 1–3 business days after payment confirmation. Standard delivery to the United States generally takes 5–12 business days after dispatch, giving an estimated total of 6–15 business days. Other destinations vary; available estimates are shown at checkout. Delivery dates are not guaranteed.

Is shipping free?

Eligible orders of US$59 or more qualify for free standard shipping. Geographic restrictions, exclusions, and other shipping charges are displayed at checkout before payment.

Can I change or cancel an order?

Email us as soon as possible. Changes or cancellations cannot be guaranteed once processing or shipment preparation has begun.

How do I track my order?

We email available tracking details after dispatch. Carrier updates may take several business days to appear. Separate packages may have separate tracking numbers.

What if my pet product is damaged, defective, or incomplete?

Contact us with your order number and clear photos or videos. For a confirmed defect, damage, missing item, incorrect item, or material mismatch, we provide an appropriate replacement, refund, or return solution at no additional cost.

Can I return my order?

Request an eligible return within 30 calendar days after delivery. Preference-based returns must be unused, unaltered, and complete with original packaging and accessories. Customers pay preference-based return shipping. Contact us for instructions before returning anything.

When will I receive my refund?

Approved return refunds are issued to the original payment method within 5–10 business days after receipt and inspection. Your payment provider may require additional time.

Which payment methods can I use?

Available payment methods are displayed at checkout and may vary by location, currency, and device.