FAQ

Last Updated: September 29, 2026

Shipping

Do you ship internationally?
Not yet. Petvoray currently ships only within the United States, including all 50 states. Keeping our shipping domestic helps us maintain reliable delivery times, secure packaging, and fast support on every order.

Do you ship to PO Boxes or military addresses?
We deliver to residential addresses and PO Boxes within the United States via USPS. At this time, we cannot ship to U.S. territories (such as Puerto Rico or Guam), APO/FPO military addresses, or international destinations.

How long does shipping take?

Orders of $44.00 or more ship free. Total estimated delivery time is 7-16 business days. These are estimates, and delivery may occasionally shift because of holidays, severe weather, or carrier delays outside our control.

Which carriers do you use?
We work with USPS, FedEx, and UPS. The carrier used for your order depends on package size, weight, and delivery destination.

How can I track my order?
Once your order ships, we will email you a confirmation with your tracking number. Please allow 24-48 hours after shipment for tracking details to appear on the carrier's website.

What if I entered the wrong shipping address?
Please double-check your address before checking out. If you notice a mistake, email us right away. We can update the address only if your order has not yet been processed for shipment. Once it has shipped, we cannot redirect it.

I haven't received my order yet. What should I do?
Start by checking your tracking link for updates. If more than 7-16 business days have passed since you placed your order, allow a little extra time in case of a carrier delay, then contact us and we will investigate with the carrier on your behalf.

Orders & Payments

What payment methods do you accept?
We accept Visa, Mastercard, American Express, and Discover, along with Apple Pay, Google Pay, PayPal, Shop Pay, and Shop Pay Installments. All transactions are processed securely using SSL encryption through PCI-compliant payment providers.

What currency are your prices in?
All prices on our site are listed and charged in U.S. Dollars (USD).

Can I cancel or modify my order after placing it?
We process orders quickly, so cancellation is not always possible once processing has started. Email us right away with the subject line "Order Cancellation - [Your Order Number]," and we will do our best to accommodate your request before your order ships. Once an order has shipped, it can no longer be cancelled, but you are welcome to return it after delivery.

Do you offer discounts or promotions?
Yes. We regularly run seasonal sales, exclusive promo codes, and limited-time offers. Sign up for our emails or follow us on social media to stay up to date on new arrivals and deals.

Returns & Refunds

Do you offer returns or exchanges?
Yes. We offer a 30-day return window from the date of delivery. To qualify, items must be unused and in original condition, with all original tags and packaging, and accompanied by proof of purchase.

We do not currently offer direct exchanges. If you would like a different size or style, return your item for a refund and place a new order for the one you want. Full details are in our Refund Policy.

How do I start a return?
Email us with your order number and the reason for your return. Our team responds within 1-2 business days and, once your return is approved, will send you return instructions.

Are there any items that can't be returned?
Yes. For hygiene and safety reasons, we cannot accept returns on items marked Final Sale, custom or personalized items, or any pet product that has been used or worn, or that shows signs of chewing or wear.

When will I get my refund?
Once we receive and inspect your return, we will email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need a few extra days to post the refund to your account. If more than 15 business days have passed since approval and you still have not received it, please contact us.

What if I received a damaged, defective, or incorrect item?
We're sorry if that happened. Please contact us within 7 days of delivery with your order number, a brief description of the problem, and clear photos of the item and packaging. We will arrange a replacement or refund at no cost to you.

Do I have to pay for return shipping?
If the item is damaged, defective, or incorrect, we cover return shipping. For a change of mind or wrong size, we will still send you return instructions. We do not charge restocking fees in either case.

Products & Sizing

How do I find the right size for my pet?
Every product page includes a detailed size guide. If your pet falls between sizes, we generally recommend sizing up for a more comfortable fit. You are also welcome to contact our team for personalized guidance before ordering.

Are your products good quality?
Yes. Every item we carry comes from suppliers we have vetted, and we select products for durability, safety, and everyday practicality, not just how they look in a photo. We stand behind what we sell.

How do I care for my Petvoray items?
Care instructions are included on the product tag and, where applicable, on the product page. Following them helps keep your pet's gear looking and working its best for longer.

Account & Privacy

Is my personal information secure?
Yes. We use SSL encryption and industry-standard security practices to protect your personal and payment information. For full details, see our Privacy Policy.

Do I need an account to place an order?
No. You are welcome to check out as a guest. Creating an account simply makes it easier to track orders and speeds up future checkouts.

Contact & Support

How can I contact customer support?

• Email: support@petvoray.com
• Phone: +1 (323) 759-4794
• Business Address: 268 W 84th St, Los Angeles, California 90003, United States
• Support Hours: Monday-Friday, 9:00 AM-5:00 PM (ET)