FAQ
Frequently Asked Questions
Last Updated: September 2, 2026
Welcome to the xoravelyza FAQ.
This page covers frequently asked questions about purchasing, payment, international shipping, parcel tracking, delivery, order adjustments, cancellations, product issues, and customer support.
If you cannot find the information you need below, you can reach our customer service team at:
For questions involving an order you have already placed, please include your Order Number and the email address used at checkout. Providing both details will help us identify your purchase more quickly.
Ordering & Payment
Q: Where do I enter a promotional or discount code?
Valid promotional codes can normally be entered during checkout.
To apply one:
- Choose the pet product you would like to purchase and add it to your cart.
- Proceed to the checkout page.
- On a mobile device, open the order summary if the promotional-code box is not immediately visible.
- On desktop, the discount field will generally appear alongside your order summary.
- Enter the applicable code and select the option to apply it.
- Check the final order total to make sure the promotion has been successfully added before submitting payment.
The availability of a promotion may depend on its specific terms, including expiration dates, eligible products, minimum order requirements, or other conditions.
Q: What payment options can I use?
Depending on your location and the payment services available at checkout, xoravelyza may accept payment methods including:
- PayPal
- Visa
- MasterCard
- American Express
- Diner’s Club
- Common debit cards
- Common credit cards
- Apple Pay
- Google Pay
The payment methods displayed on the checkout page are the options currently available for your order.
Payment availability can differ depending on device, region, or payment-provider restrictions.
Q: How much does shipping cost?
Our usual worldwide shipping fee is:
USD $5.99 per order
In some circumstances, the final shipping charge may differ because of destination requirements, order details, or a current promotional offer.
The applicable shipping cost will be shown at checkout before you complete payment.
Shipping & Delivery
Q: Can xoravelyza ship outside my country?
Yes. xoravelyza ships to many international destinations.
Depending on the availability of individual pet products and our fulfillment arrangements, items may be dispatched from different warehouse or distribution locations.
When possible, orders are fulfilled from an appropriate available location based on stock and shipping requirements.
Q: What is the usual delivery timeframe?
Once your order has completed processing and has been dispatched, standard delivery is generally estimated at:
10–20 business days
This timeframe is an estimate rather than a guaranteed arrival date.
Delivery may occasionally take longer because of circumstances such as:
- Customs processing
- Local carrier delays
- Public holidays
- Severe weather
- Transportation interruptions
- Increased seasonal shipping volumes
- Other circumstances beyond our reasonable control
Q: Where can I check my parcel status?
Once your package has been shipped, we will normally send you a shipment confirmation email containing the available tracking information.
You can enter the tracking number on the applicable carrier's tracking service or use a parcel-tracking platform such as:
17TRACK
Tracking services and the level of shipment detail displayed will depend on the carrier assigned to the package.
Q: My tracking number is not showing any movement. Is something wrong?
Not necessarily.
After the shipping notification is sent, the carrier may need approximately 24–48 hours before the first scan or tracking event appears.
There may also be periods where no new information is displayed while your parcel is:
- Traveling between sorting facilities
- Undergoing customs processing
- Being transferred to another logistics provider
- Entering the destination country's local delivery system
A temporary pause in tracking activity does not automatically mean that the package has been lost or delayed.
Q: Why did I receive only some of the items from my order?
A multi-item order may sometimes be sent in more than one parcel.
This may occur when different products are kept at separate fulfillment locations or when dividing the shipment allows available items to leave sooner.
In these cases:
- Different parcels may have separate tracking numbers
- Packages may travel through different carriers
- Delivery dates may not be identical
Please review all shipment notifications before reporting an item as missing.
Updating an Order
Q: I entered the wrong delivery address. Can it still be corrected?
Please contact us as soon as you notice an error.
Email:
Suggested subject line:
Urgent: Shipping Address Update
Please include:
- Order Number
- Email used to place the order
- Correct recipient name
- Full corrected delivery address
- Correct telephone number, if applicable
We will make reasonable efforts to update the information before fulfillment progresses.
However, if the order has already moved into processing, packing, or shipment, we may no longer be able to change the delivery details.
Q: Can I update my recipient name or telephone number?
Possibly, provided fulfillment has not progressed too far.
Contact:
Please provide your Order Number, checkout email, and the corrected information.
Once the shipment has been handed over for processing or delivery, changes may no longer be possible.
Q: Can I change the product, color, size, or quantity after ordering?
We may be able to make a modification if the order has not yet entered an advanced stage of fulfillment.
Please contact:
Suggested subject line:
Urgent: Order Modification
Include:
- Order Number
- Checkout email
- Current item details
- The exact change you would like to make
Whether the adjustment can be completed depends on product availability and the current fulfillment status of the order.
If preparation or shipment has already progressed, modifications may not be possible.
Q: Can I cancel an order?
An order that has not yet been dispatched may be eligible for cancellation.
If you would like to request a cancellation, contact us as soon as possible.
Depending on the circumstances, an applicable processing fee may be deducted from an approved cancellation refund.
Once an order has already been shipped, it can no longer be cancelled.
After Your Package Arrives
Q: What should I do if a product arrives damaged?
If your pet product arrives damaged, please contact our customer service team at:
To help us review your request, include:
- Order Number
- Checkout email
- Clear photographs of the damaged product
- Video footage if it helps demonstrate the problem
- A readable image of the package shipping label
Photos showing damaged outer packaging may also be useful.
We will review the information you provide and assist according to the circumstances of the order.
Q: What if the product appears defective?
If you believe an item has a manufacturing defect or another quality-related problem, please contact our support team.
Please provide:
- Order Number
- Email associated with the purchase
- A description of the issue
- Clear photographs
- Video evidence where appropriate
The more clearly the issue can be seen, the easier it is for our team to evaluate the request.
Q: I received a different pet product from the one I ordered. What should I do?
Please email us at:
Include:
- Order Number
- Order email
- Photos of the item you received
- Photos or video showing relevant product details
- The name or variation of the product you originally purchased
Our customer support team will compare the received item with your order records and advise you on the appropriate next steps.
Q: Something is missing from my order. What should I do?
First, check your shipment emails and tracking numbers to determine whether your purchase was separated into multiple parcels.
If all related shipments show as delivered but an item is still missing, contact us and provide:
- Order Number
- Checkout email
- Name of the missing item
- Photographs of the parcel and contents, where relevant
We will review the available shipment information and assist you accordingly.
Order Emails & Notifications
Q: I placed an order but never received a confirmation email.
First, check your email folders, including:
- Spam
- Junk
- Promotions
- Other filtered folders
If you still cannot locate the confirmation message, contact:
Please provide the email address you entered during checkout and any other order information available.
Our team can use this information to help locate the purchase.
Q: How soon will I receive tracking information?
Tracking information is generally issued approximately:
1–2 business days after the order has been processed for shipment
In some cases, a tracking number can be created before the shipping carrier records the parcel's first physical scan.
If you have not received your tracking email after the expected period, please check your spam and junk folders before contacting customer support.
Pet Product Information
Q: Where can I check the specifications for a product?
The corresponding product page is the best place to begin.
Depending on the type of pet item, available information may include:
- Product dimensions
- Available sizes
- Colors or variations
- Materials
- Key features
- Recommended use
- Care or cleaning guidance
- Storage information
- Compatibility or suitability details
For products such as harnesses or wearable pet accessories, please review the available sizing information carefully before purchasing.
If you still need clarification, contact:
Q: How do I know whether a product is suitable for my pet?
Suitability depends on the specific product, your pet's size, and the intended use.
Before purchasing, please review all available measurements, product descriptions, recommendations, and warnings on the product page.
For size-dependent products such as harnesses or certain accessories, measure your pet carefully and compare those measurements with the available product information.
If additional product information is required, you may contact our customer service team.
Q: Are all pet products suitable for unsupervised use?
Not necessarily.
Some pet products, particularly toys, grooming accessories, feeding tools, or products containing smaller components, may be intended for supervised use.
Always follow the usage guidance shown on the relevant product page.
Regularly inspect pet products for damage or excessive wear, and discontinue use if an item becomes damaged or unsafe.
Q: Can the actual product color vary from what I see online?
Slight differences are possible.
The appearance of a product may vary because of:
- Computer monitor settings
- Mobile display settings
- Screen brightness
- Lighting used during photography
- Manufacturing tolerances
- Differences between production batches
We aim to represent products as accurately as reasonably possible, but minor color or appearance variations may occur.
Q: Could product measurements vary slightly?
Minor measurement differences may occasionally occur because of the way certain items are measured or manufactured.
Please review the size and specification information shown on the applicable product page before placing your order.
For pet wearables such as harnesses, always consider your pet's actual measurements when selecting a size.
Returns & Refund Questions
Q: How do I request help with a return or refund?
Please contact:
Include your:
- Order Number
- Order email
- Product name
- Reason for contacting us
- Relevant photographs or videos where required
Our team will review the information according to the applicable return and refund terms.
Eligibility for a return or refund is governed by the Return & Refund Policy published on xoravelyza.com.
Q: Do I need to provide photographs?
For situations involving damaged, defective, incorrect, or incomplete items, photographs may be required so our team can review what was received.
Depending on the issue, we may request images showing:
- The entire product
- The affected area
- Packaging
- Shipping label
- Included accessories or components
Clear supporting information can help us handle your request more efficiently.
Customer Service
If you need assistance involving an order, pet product, payment, shipment, tracking update, delivery, or after-sales matter, please contact us using the information below.
Brand:
xoravelyza
Website:
xoravelyza.com
Email:
support@xoravelyza.com
Phone:
(484) 309-8234
Operating Company:
Bong Hong Kong Limited
Business Address:
11/F UNIT B, WINBASE CENTRE
208 QUEEN'S ROAD CENTRAL
SHEUNG WAN
HONG KONG
For order-specific questions, please include your Order Number and Order Email whenever possible.
These details allow our customer service team to identify the correct purchase and provide more efficient assistance.
Still Need Help?
If your question has not been answered above, our team is available to assist with additional information.
Contact us at:
Thank you for shopping with xoravelyza and for choosing us for your everyday pet essentials.
xoravelyza Customer Support