Q: Where do you ship and what are the delivery costs?
A: We ship exclusively to physical addresses within the contiguous United States (lower 48 states). Standard shipping is free on all orders of $80.00 and over. For orders under $80.00, a flat shipping fee of $9.80 is charged at checkout. All prices displayed on our store include standard taxes, and there are absolutely no hidden handling fees applied at checkout.
Q: How long will it take for my order to arrive?
A: The total estimated delivery timeframe is 4-9 business days. This timeframe is calculated using our standard delivery equation:
Order Processing Time + Transit Time = Total Estimated Delivery
Order Processing Time: 1-3 business days
Transit Time: 3-6 business days
Our daily order cutoff time is 3:00 PM CST. Orders placed after this time will be processed the next business day. Order processing and delivery occur only on standard business days, excluding weekends and Federal holidays.
Returns & Refunds
Q: How do I return a product and are there restocking fees?
A: We offer a 30 calendar day return window, starting from the day your package is delivered. There is a $0.00 restocking fee on all eligible returns. To maintain strict health and hygiene standards for pet products, returned beds and mats must be in brand new, unused, and unwashed condition, free of pet hair or odor. All returns require an approved Return Merchandise Authorization (RMA) number and the designated warehouse address from our customer service team prior to shipping. Please do not send returns to our administrative office address.
Q: Who pays for return shipping?
A: Return shipping costs depend on the specific reason for return. If the return is due to merchant responsibility (such as receiving a damaged, defective, or incorrect product), we will cover all return shipping costs and provide a pre-paid shipping label. If the return is due to buyer personal preference or change of mind, you are responsible for paying the actual return shipping fees.
Products & Quality
Q: Why does my pet bed look slightly compressed or different in color?
A: Color variations or temporary shape compression after shipping are normal physical characteristics of fabrics and home furnishings:
Lighting and Screen Variations: The actual color of the pet beds or materials may display minor differences under different ambient lighting or individual device screen calibrations.
Shape Compression During Transit: Due to standard shipping compaction, some plush or foam beds may require 24-48 hours after opening to fully expand and regain their natural, cozy shape.
These standard traits are normal environmental characteristics and do not affect the structural quality or comfort of the item.
Q: How do I clean and maintain my pet bed?
A: For our standard fabric and plush beds, we recommend gentle hand washing or spot cleaning with mild pet-safe detergent. For heated pet mats, please ensure the electrical heating element is fully removed before washing the outer plush cover.
Orders & Payment
Q: What payment methods do you accept?
A: We accept major credit cards, including Visa, MasterCard, American Express, and Discover. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery (COD). All transactions are processed in USD under secure 256-bit SSL encryption.
Q: Can I cancel or modify my order after placing it?
A: You can request an order cancellation within 12 hours of purchase by emailing service@zeloravianex.com. If your order has already entered our standard shipping network, we will be unable to halt it, but you are welcome to initiate a standard return in accordance with our return policies once the package is delivered.
