Frequently Asked Questions

The following information answers common questions about Pawreluna products, orders, shipping, returns, refunds, and payments. If you need additional assistance, contact us at service@pawreluna.com.

Products and Product Selection

What products does Pawreluna offer?

Pawreluna offers a curated collection of pet beds and furniture-inspired resting spaces for cats and dogs. Product availability, colors, dimensions, materials, intended use, and other relevant details are provided on each product page.

How do I choose the right pet bed?

Review the measurements and product information shown on the product page before ordering. We recommend measuring your pet in its usual resting position and checking the available space where the bed will be placed.

When selecting a product, consider your pet’s size, weight, sleeping habits, mobility, and preference for open or enclosed resting spaces. If your pet has a medical condition or requires orthopedic support, consult a qualified veterinarian before selecting a product.

Will the product look exactly like the photographs?

We make reasonable efforts to present product colors, textures, proportions, and details accurately. However, colors may appear slightly different depending on lighting, photography, screen settings, and device display.

Minor variations in texture, finish, stitching, or other details may also occur where materials or production methods naturally allow them. Such minor differences do not necessarily indicate that a product is defective.

How should I care for my pet bed?

Always follow the care instructions provided on the product page, packaging, or product label. Care requirements may vary depending on the materials and construction of the item.

Unless the instructions specifically state otherwise, do not machine wash, tumble dry, bleach, or expose the product to excessive heat or moisture. Regularly inspect the product for wear or damage and discontinue use if it becomes unsafe for your pet.

Orders

How do I place an order?

Select the product you wish to purchase, choose any available options, add the item to your cart, and follow the instructions displayed during checkout.

Before completing payment, review the selected product, quantity, delivery address, contact information, and order total. Once checkout has been completed successfully, an order confirmation will be sent to the email address provided at checkout.

What should I do if I do not receive an order confirmation?

First, check your spam, junk, promotions, or other filtered email folders. Also confirm that the email address entered during checkout was correct.

If you still cannot locate the confirmation, contact service@pawreluna.com and provide your name, approximate order time, order amount, and the email address used at checkout. Do not send complete payment-card information by email.

Can I change or cancel my order?

If you need to request a change or cancellation, contact service@pawreluna.com as soon as possible and include your order number.

We will make reasonable efforts to assist before fulfillment begins. However, changes and cancellations cannot be guaranteed after an order has entered processing, fulfillment, shipment preparation, or dispatch.

Submitting a cancellation request does not mean that the order has been canceled. A cancellation is confirmed only after our customer support team has reviewed the request and sent written confirmation.

Can I change my delivery address after ordering?

Contact us immediately if you notice an error in your delivery address. We will attempt to update the information before fulfillment or shipment preparation begins, but an address change cannot be guaranteed.

Customers are responsible for providing a complete and accurate delivery address. Additional costs may apply if a package must be reshipped because the address provided during checkout was incomplete or incorrect.

Processing and Shipping

How long does order processing take?

Orders are typically processed within 1–3 business days after payment has been confirmed.

Processing time is separate from delivery time. Business days generally mean Monday through Friday, excluding applicable public holidays. Processing may take longer during peak sales periods, holidays, inventory reviews, or other unusual operational circumstances.

When will my order arrive?

After dispatch, estimated delivery normally takes 7–15 business days. Including processing time, the total estimated time from placing an order to delivery is approximately 8–18 business days.

Delivery times are estimates rather than guaranteed delivery dates. They may be affected by the destination, carrier operations, customs procedures, weather, transportation disruptions, holidays, product availability, remote delivery locations, and other circumstances outside our reasonable control.

How much does shipping cost?

Any applicable shipping charges will be displayed during checkout before payment is completed. Shipping costs may vary depending on the delivery destination, order contents, package size, and available shipping method.

Please review the order summary carefully before completing your purchase.

How can I track my order?

Once tracking information becomes available, a shipping confirmation will be sent to the email address used at checkout.

Tracking activity may take some time to appear after a shipping label has been created. Some carriers update tracking only when the package reaches particular transportation or delivery milestones.

If tracking has not updated for an extended period or the package appears to be lost, contact service@pawreluna.com with your order number.

Can items from the same order arrive separately?

Products included in the same order may occasionally be shipped in separate packages due to product availability, package size, fulfillment arrangements, or logistics requirements.

Separate packages may have different tracking numbers and may arrive on different dates. Receiving only part of an order does not necessarily mean that the remaining items are missing.

What should I do if tracking shows “Delivered” but I cannot find the package?

Check the delivery area, mailbox, building reception, household members, neighbors, and any safe location where the carrier may have placed the package. You may also contact the carrier for additional delivery information.

If the package still cannot be located, contact us at service@pawreluna.com with your order number and tracking information. We will review the available details and advise you of the appropriate next steps. A “Delivered” tracking status does not automatically prevent us from reviewing your concern.

Damaged, Incorrect, or Incomplete Orders

What should I do if my order arrives damaged, defective, incorrect, or incomplete?

Contact service@pawreluna.com promptly after discovering the issue. Please provide:

• Your order number

• A description of the problem

• Clear photographs or videos of the item

• Photographs of the packaging and shipping label, where relevant

• Information about any missing parts or accessories

Keep the product and its original packaging while the issue is being reviewed. Once the claim has been reviewed and confirmed, we will provide an appropriate replacement, refund, return solution, or other reasonable remedy at no additional cost to you.

Do not discard, repair, modify, or return the item before receiving instructions from our customer support team.

Returns and Exchanges

What is the return window?

Eligible products may be returned within 30 calendar days after confirmed delivery.

A return request must be submitted within this period. Contacting us within the return window does not automatically guarantee approval; the product must also meet the applicable return eligibility requirements.

How do I request a return?

Before sending any item back, contact service@pawreluna.com and provide:

• Your order number

• The item you wish to return

• The reason for the return

• Photographs or videos where relevant

Our customer support team will review the request and provide return authorization, instructions, and the correct return warehouse address if the return is approved.

Do not send returns to our registered business address. Returns sent without prior approval, sent to an unauthorized address, or returned without following the provided instructions may not be accepted.

What condition must a returned item be in?

For preference-based returns, the item must be unused, unwashed, unaltered, and in its original condition. It must include the original packaging, components, accessories, manuals, and other materials supplied with the product.

For health and hygiene reasons, an item that has been used by a pet, contains pet hair or odor, has been washed, stained, damaged after delivery, or shows other signs of use may not qualify for a preference-based return.

These restrictions do not limit the assistance available for products that arrived damaged, defective, incorrect, or materially different from their description.

Who pays for return shipping?

Customers are responsible for return shipping costs for preference-based returns, including returns caused by a change of mind, an incorrect size selection, or another reason not caused by an error on our part.

If we confirm that a product arrived damaged, defective, incorrect, incomplete, or materially different from its description, we will provide an appropriate return or resolution option at no additional cost to the customer.

Original shipping charges are generally non-refundable for preference-based returns unless required by applicable law.

Do you offer exchanges?

Exchange availability depends on current inventory and product availability. A requested replacement color, size, or product cannot be guaranteed.

In some cases, the most efficient option may be to return an eligible item and place a new order after the return request has been approved. Do not send an item back for exchange without first receiving instructions from our customer support team.

Refunds

When will I receive my refund?

After an approved return has been received and inspected, we will issue the refund to the original payment method within 5 business days.

After the refund has been issued, the customer’s bank, card issuer, or payment provider may require an additional 5–10 business days to process and post the funds. This additional processing period is controlled by the financial institution and may vary.

Shipping charges and other non-refundable amounts, where applicable, will not be included in a preference-based return refund unless required by law or expressly confirmed by us.

Can a refund be sent to a different payment method?

Refunds are normally issued only to the original payment method used for the purchase. We generally cannot redirect a refund to another card, bank account, or payment method.

If the original payment method is no longer available, contact the relevant bank or payment provider for assistance.

Payments and Security

Which payment methods do you accept?

The payment methods currently available to you will be displayed during checkout. Available options may vary depending on your location, currency, device, and the payment services available at the time of purchase.

Please review our Payment & Security page for additional information.

Is my payment information secure?

Payments are processed through the payment services made available during checkout. Pawreluna does not ask customers to provide complete card numbers, passwords, or other sensitive payment credentials by email.

If you receive a suspicious message claiming to represent Pawreluna, do not provide payment information or click unfamiliar links. Contact us directly at service@pawreluna.com.

Contact and Business Information

How can I contact Pawreluna?

For product questions, order assistance, shipping inquiries, returns, refunds, payment questions, privacy requests, or other store-related concerns, contact us at:

Email: service@pawreluna.com
Website: Pawreluna.com

When contacting us about an existing order, include your order number and the email address used at checkout so that we can locate your order more efficiently.

Who operates Pawreluna?

Pawreluna and Pawreluna.com are owned and operated by Chaozhou Yuanlin Trading Co., Ltd.