Terms and Conditions

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

Scope & Seller

These terms govern purchases through zelnuvora.com. Zelnuvora is operated by Yongchang County Yaoxin Trading Co., Ltd., the seller responsible for transactions, order processing, support, returns, and refunds. By placing an order, you agree to these terms and the store policies disclosed before purchase, subject to applicable consumer law.

Product Information & Use

Review the intended pet type, product measurements, size guide, materials, included components, and fitting, use, and care instructions before ordering. Choose the size using the product-specific guide; breed or weight alone may not determine fit. Features depend on the selected option. Screen settings and lighting may affect displayed colors. We aim to present products accurately; material differences are handled under our Return & Refund Policy.

Use pet products only for their stated purpose and follow the instructions for the selected item. Supervise your pet when introducing a new accessory, check the fit, and inspect the product regularly for damage or loose parts. Stop using an item if it causes discomfort or becomes damaged. Do not assume a product is chew-proof, escape-proof, waterproof, or suitable for every pet or weather condition unless the product page supports that specific claim. General product guidance is not a substitute for veterinary advice. Any custom-production timeframe or special condition must be disclosed before purchase.

Orders & Payment

An order confirmation acknowledges receipt, not necessarily final acceptance. We may refuse or cancel an order for payment failure, suspected fraud, stock shortages, a material pricing error, or legal restrictions. We will notify you and refund amounts collected for cancelled items. You must provide accurate information and be authorized to use your payment method.

Prices & Promotions

Prices, shipping, applicable taxes, discounts, and the order total are shown before payment. Eligible orders of US$59 or more qualify for free standard shipping, subject to checkout restrictions. Provider conversion fees may apply. Promotional eligibility, exclusions, and expiry are stated with the offer; discounts cannot be combined unless expressly allowed. Later changes do not alter a confirmed order's agreed price without your agreement.

Shipping

Processing typically takes 1–3 business days after payment confirmation. United States standard delivery generally takes 5–12 business days after dispatch, for an estimated total of 6–15 business days. Other destinations vary. Estimates are not guaranteed dates. See our Shipping Policy for tracking, customs, split shipments, and delivery investigations.

Returns, Refunds & Cancellation

Eligible returns may be requested within 30 calendar days after delivery. Customers pay preference-based return shipping; confirmed defects, damage, incorrect or missing items, and material mismatches receive an appropriate solution at no additional cost. Contact us before returning anything. Approved return refunds are issued to the original payment method within 5–10 business days after receipt and inspection, with additional bank processing time possible.

Request changes or cancellations promptly. They are not guaranteed once processing or shipment preparation begins. Any custom-item return restriction must be disclosed before purchase and does not remove rights regarding defects or our errors.

Optional Shipping Protection

The following additional service terms apply only if you choose Shipping Protection at checkout. They do not replace our Shipping Policy or Return & Refund Policy, make purchasing protection a condition of receiving a remedy for our errors, or limit rights that cannot be excluded by law.

Shipping Protection

We offer Shipping Protection as an optional add-on at checkout to help protect your order against loss, theft, or damage during transit.

If selected at checkout, Shipping Protection allows eligible customers to request assistance if their package is affected by a covered shipping issue.

What Shipping Protection Covers

Shipping Protection may apply to the following situations:

Lost packages – if your order is not delivered within the expected timeframe and is confirmed lost in transit

Damaged items – if your order arrives damaged as a result of shipping

Stolen packages – if your package is marked as delivered but is reasonably believed to have been stolen after delivery

What Shipping Protection Does Not Cover

Shipping Protection does not cover:

Incorrect shipping addresses entered by the customer

Delivery delays that do not result in loss

Packages delayed due to customs processing

Orders marked as delivered where insufficient evidence of theft is provided

Damage caused after delivery

Issues caused by customer error, unauthorized order changes, or refusal to accept delivery

How to File a Shipping Protection Claim

To request assistance under Shipping Protection, customers must contact us at:

service@zelnuvora.com

Please include:

Your order number

A description of the issue

Supporting documentation, if applicable, such as:

Photos of damaged items and packaging

Tracking information

Proof of delivery issue

Any other relevant details

Claim Timeframes

Claims must be submitted within:

30 days of the last tracking update for lost packages

7 days of delivery for damaged items

7 days of the marked delivery date for stolen packages

Resolution

If your claim is approved, we may, at our discretion:

Send a replacement item

Issue a refund

Provide store credit

Resolution will depend on product availability and the nature of the claim.

Important Notes

Shipping Protection is optional and must be selected at checkout to apply.

The Shipping Protection fee is non-refundable once the order has been placed.

Shipping Protection is not a guarantee against all shipping issues, but an added service to help resolve eligible transit-related problems.

Store Platform & Privacy

Our store is hosted by Shopify. Shopify processes information about visits and purchases to provide store services. Where enhanced services are enabled, this may include services based on interactions with this store, other merchants, and Shopify. Information is shared with Shopify and service providers that may be located in other countries. See our Privacy Policy, Your Privacy Choices, and Shopify’s Consumer Privacy Policy for details.

Responsibilities & Consumer Rights

Fraud, payment misuse, unlawful activity, and interference with the store are prohibited. We do not exclude liability or remedies that cannot lawfully be excluded. These terms do not override mandatory consumer protections or shift responsibility for our errors to customers.

Updates

Updated terms apply prospectively. The version provided when you placed your order governs that purchase, except where applicable law requires otherwise. Contact us with questions or complaints.