Frequently Asked Questions

Last Updated: September 8, 2026

Welcome to the Xanorveliq FAQ page.

Here you can find answers to common questions about ordering, shipping, returns, payments, product information, and customer support.

If you still need assistance after reviewing this page, please contact us at support@xanorveliq.com or call (530) 203-8272.

Orders

How do I know whether my order was placed successfully?

After completing checkout, you should receive an order confirmation using the contact information provided at checkout.

Please review the confirmation carefully to make sure your shipping details, selected products, quantities, and other information are correct.

If you do not see the confirmation, please check your spam or junk folder before contacting us.

Can I change my order after placing it?

If you need to request a change, contact us as soon as possible at support@xanorveliq.com.

We will try to assist where possible, but changes cannot be guaranteed once the order has entered processing, packing, or shipment.

Can I cancel my order?

Cancellation requests should be submitted as quickly as possible.

If the order has not yet entered fulfillment, we may be able to cancel it.

Once an order has been packed, processed, or shipped, cancellation may no longer be available.

What should I do if I entered the wrong shipping address?

Please contact us immediately with your order number and the correct address.

If the order has not yet been processed or shipped, we may be able to update the information.

Once the package is in transit, address changes may no longer be possible.

Customers are responsible for providing complete and accurate delivery information.

Shipping & Delivery

Where do you ship?

Shipping availability depends on the product, destination, carrier coverage, and fulfillment arrangements.

Available delivery options will generally be shown during checkout where applicable.

How long will delivery take?

Delivery time may vary based on:

Destination
Carrier service
Order processing
Customs procedures
Public holidays
Weather
Local delivery conditions

Any delivery estimate shown on our website is generally provided for reference only and is not a guaranteed delivery date.

How can I track my order?

If tracking is available, tracking information may be sent after your order has been dispatched.

Please allow some time for the carrier system to update after shipment.

Why has my tracking not updated?

Tracking systems do not always update in real time.

A temporary delay in tracking does not necessarily mean that your parcel has stopped moving.

If tracking remains unchanged for an extended period, contact support@xanorveliq.com for assistance.

What if my package is delayed?

Carrier, customs, weather, and transportation delays may occasionally occur.

Please check the latest tracking information first.

If you still need assistance, contact us with your order number.

Why did I receive only part of my order?

Some orders may be shipped in multiple packages.

Items may be fulfilled from different locations and arrive on different dates.

You may also receive more than one tracking number.

Products

Are product colors exactly the same as shown online?

We make reasonable efforts to display product colors accurately.

However, actual colors may vary slightly because of:

Lighting
Photography
Screen settings
Monitor calibration
Production batches

Can product size or appearance vary?

Minor differences in dimensions, finish, packaging, or appearance may occur between production batches.

Please review the product page carefully before purchasing.

Are all products suitable for every pet?

No.

Product suitability depends on your pet’s:

Species
Breed
Size
Age
Weight
Behavior
Activity level
Individual needs

Please review the product description and use products responsibly.

Supervision may be necessary depending on the item.

What should I do if my pet damages a product?

Inspect pet products regularly for signs of wear, cracking, tearing, loose pieces, fraying, or other damage.

Stop using any item that becomes unsafe or significantly damaged.

Products not designed for aggressive chewing should not be used as heavy-duty chew toys.

Payments

What payment methods do you accept?

Available payment options are displayed during checkout.

Accepted methods may vary depending on location, device, currency, or payment provider.

Is my payment information secure?

Payments are processed through the payment options available on our online store and may be handled by third-party payment processors.

Please never send full card details or other sensitive payment information by email.

Why was my payment declined?

Payment can be declined for reasons such as:

Incorrect billing information
Insufficient funds
Bank security checks
Card restrictions
Fraud-prevention screening
Payment-provider limitations

If this happens, please verify your information or contact your bank or payment provider.

Returns & Refunds

Can I return a product?

Return eligibility depends on the condition of the item, the reason for the return, and the terms in our current Return Policy.

Please review the applicable return conditions on xanorveliq.com before sending anything back.

Do I need to contact you before returning an item?

Yes.

Please contact support@xanorveliq.com before sending a return.

If the return is approved, our team will provide the correct instructions and return location.

Do not automatically send merchandise to our company address.

What if I received the wrong product?

Please contact us promptly and include:

Your order number
A description of the issue
Clear photos of the item received

We will review the situation and provide the appropriate next steps.

What if my product arrives damaged?

Please contact us as soon as possible after delivery.

Include:

Your order number
Photos of the product
Photos of the packaging where relevant
A description of the damage

This helps us review the issue more efficiently.

How long does a refund take?

Once a refund is approved and processed, the time required for it to appear depends on your original payment method, bank, card issuer, or payment provider.

Processing times may vary.

Exchanges

Can I exchange an item?

Exchange availability depends on product stock, return eligibility, and the requested option.

In some cases, the easiest process may be to return an eligible item and place a new order.

Promotions & Discounts

Can I use more than one discount code?

This depends on the specific promotion and checkout settings.

Some discount codes may not be combined with other offers.

The promotion terms shown at the time of use will apply.

Can you apply a discount after I place my order?

Discount codes generally need to be successfully applied before checkout is completed.

We cannot guarantee that discounts can be added after an order has already been placed.

Why is a promotion no longer available?

Promotions may be limited by:

Time period
Product availability
Quantity
Order value
Customer eligibility
Campaign terms

Promotional offers may end once the applicable conditions are no longer met.

Pet Product Use

Should I supervise my pet while using your products?

For many pet products, supervision is recommended.

This is especially important for toys, chew products, grooming tools, feeding accessories, and items with removable or breakable parts.

What if a toy starts to tear or fray?

Stop using the toy if it becomes significantly damaged.

Loose rope, fabric, stuffing, plastic, or other material may create a safety risk if swallowed.

Are your products veterinary products?

No.

Product descriptions on our website are for general informational and shopping purposes and are not intended to replace professional veterinary advice.

If you have concerns about your pet’s health or safety, consult a qualified veterinarian.

Customer Support

How can I contact Xanorveliq?

You can reach us at:

Email: support@xanorveliq.com
Phone: (530) 203-8272
Website: xanorveliq.com

What information should I include when contacting support?

For order-related questions, please provide:

Your full name
Order number
Email address used at checkout
A clear explanation of the issue
Photos or videos where relevant

Providing complete information can help us assist you more efficiently.

Still Need Help?

If your question is not answered above, please contact us.

We are happy to assist with:

Product questions
Orders
Shipping
Returns
Refunds
Payments
General store inquiries

Email: support@xanorveliq.com
Phone: (530) 203-8272

Thank you for choosing Xanorveliq for your pet’s everyday essentials.