Contact Us
Contact Us
Need help with a product or an existing order? The Pawreluna customer support team can assist with product questions, order updates, shipping and tracking, returns, refunds, payments, privacy requests, and other service concerns.
Pawreluna is owned and operated by Chaozhou Yuanlin Trading Co., Ltd.
Customer Support
Email: service@pawreluna.com
Website: Pawreluna.com
Customer inquiries are reviewed on business days, excluding weekends and public holidays.
We aim to respond within 1–2 business days. Requests involving shipping carriers, payment providers, order investigations, damaged products, or privacy matters may require additional review time.
Sending multiple messages about the same request may make it more difficult to follow the case, so please reply within the same email thread whenever possible.
Existing Orders
When contacting us about an existing purchase, please include:
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Your full name;
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Your order number;
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The email address used at checkout;
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The product involved; and
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A clear description of your question or request.
This information helps us locate the correct order and assist you more efficiently.
Product Questions
If you have a question before placing an order, please include the product name or a link to the product page.
We can help clarify available product information such as:
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Listed dimensions;
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Materials and finishes;
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Included components;
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Care instructions;
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Available colors or variations; and
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General product features.
Customers remain responsible for reviewing the product description and determining whether a product is suitable for their pet, available space, and intended use.
Product guidance provided by our customer support team is general information and is not veterinary or medical advice.
Order Changes and Cancellations
If you need to change or cancel an order, contact us as soon as possible and include your order number and the requested change.
Orders are typically processed within 1–3 business days after payment confirmation.
We will make reasonable efforts to accommodate the request, but changes or cancellations cannot be guaranteed once order processing, fulfillment, shipment preparation, or dispatch has begun.
If an order has already shipped, you may request an eligible return after delivery in accordance with our Return & Refund Policy.
Shipping and Tracking
For questions about shipping, tracking, or delivery, please provide:
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Your order number;
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The recipient’s name;
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The delivery address;
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The tracking number, if available; and
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A description of the delivery issue.
Orders are generally processed within 1–3 business days after payment confirmation and delivered within approximately 7–15 business days after dispatch.
The total estimated period from payment confirmation to delivery is approximately 8–18 business days.
If tracking has not updated for an extended period or your package has not arrived after the estimated delivery window, contact us so that we can review the available shipment information.
Packages Marked as Delivered
If tracking shows that a package was delivered but you cannot locate it, please first check:
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The mailbox and delivery area;
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The porch, entrance, garage, side door, or other secure locations;
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Household members;
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Building reception or property management;
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Nearby neighbors; and
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The local carrier, where appropriate.
If the package still cannot be located, contact us with your order number and tracking information.
We will not automatically reject a request solely because the tracking status states that the package was delivered. Each case will be reviewed based on the available delivery information and specific circumstances.
Damaged, Defective, Incorrect, or Incomplete Orders
If an item arrives damaged, defective, incorrect, incomplete, or materially different from what you ordered, contact us as soon as possible.
Please include:
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Your order number;
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A description of the issue;
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Clear photos or videos of the product;
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Photos of the outer and inner packaging;
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A photo of the shipping label; and
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Details of any missing components.
Please retain the item and packaging while we review the request. Do not discard, repair, alter, or return the product unless instructed to do so.
If the issue is confirmed, Pawreluna will provide an appropriate replacement, refund, return arrangement, or other reasonable solution at no additional cost to you.
Returns and Exchanges
Eligible return requests must be submitted within 30 calendar days after confirmed delivery.
To request a return or exchange, please include:
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Your order number;
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The product you wish to return;
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The reason for the return;
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Proof of purchase; and
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Photos or videos where relevant.
Preference-based returns generally require the product to be unused, unwashed, unaltered, and in its original condition. Products used by a pet or showing pet hair, odors, stains, washing, or damage may not qualify for a preference-based return for hygiene reasons.
Customers are responsible for return shipping costs for preference-based returns.
If a product is confirmed damaged, defective, incorrect, incomplete, or materially different from the order, we will provide an appropriate solution at no additional cost to the customer.
Exchange availability depends on current inventory.
Return Address Notice
Please contact us before returning any item.
Our registered business address is not a return warehouse and cannot be used for unauthorized merchandise returns.
Once a return request has been reviewed and approved, our customer support team will provide:
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The correct return warehouse address;
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Return authorization information; and
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The applicable return instructions.
Items sent without authorization or sent to the registered business address may be rejected or experience significant processing delays.
Refund Questions
Approved refunds for returned products are issued to the original payment method within 5 business days after the returned item has been received and inspected.
After Pawreluna issues the refund, the bank, card issuer, digital wallet, or payment provider may require an additional 5–10 business days to post the funds.
If you received a refund confirmation but cannot locate the funds after the applicable processing period:
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Check the original payment account.
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Contact your bank, card issuer, or payment provider.
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If the provider cannot locate the refund, email us with your order number.
Refunds normally cannot be redirected to a different card, bank account, or unrelated payment method.
Payment and Security Questions
If you have a question about a payment, please provide your order number and a description of the issue.
For your security, do not send us:
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Your complete card number;
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Card security codes;
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Online banking passwords;
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Payment account passwords; or
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Copies of unnecessary identity documents.
Pawreluna will never ask you to provide a complete payment-card security code by email.
If you believe a payment method has been used without authorization, contact your bank or payment provider immediately and then notify us.
Privacy Requests
For questions about personal information or to submit a privacy request, email service@pawreluna.com and use the subject line:
Privacy Request
Please include enough information for us to identify the relevant account or order. We may request reasonable verification before completing a request to help protect personal information from unauthorized access.
Do not send sensitive identification documents unless our support team specifically explains why they are necessary and provides appropriate instructions.
Business Information
Brand: Pawreluna
Legal company name: Chaozhou Yuanlin Trading Co., Ltd.
Customer support email: service@pawreluna.com
Website: Pawreluna.com
Registered business address:
No. 13-2, Daxiang Road, Baolong Village
Anbu Town, Chao'an District
Chaozhou, Guangdong, China
Important: This registered business address is not a return warehouse. Contact service@pawreluna.com and obtain return authorization and the correct return address before sending any merchandise.