FAQ

Frequently Asked Questions

Welcome to the PawLyvo FAQ page. Below you’ll find answers to common questions about ordering, shipping, tracking, returns, and our products.

Orders

How do I place an order?

Choose the product and options you would like, add them to your cart, and proceed to checkout. Enter your shipping and payment information, then confirm your order.

You will receive an order confirmation email once your purchase has been completed.

Can I change or cancel my order?

Please contact us as soon as possible at supportpawlyvo@gmail.com.

Orders are normally processed within 1–2 business days, so we cannot guarantee changes or cancellations after an order has entered processing.

Once an order has been dispatched, it can no longer be cancelled.

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

We may be able to update the address if the order has not yet been processed. Once the parcel has been dispatched, we cannot guarantee that the address can be changed.

Customers are responsible for entering a complete and accurate delivery address at checkout.

Why did I not receive an order confirmation?

Order confirmations are sent automatically after checkout.

Please check:

Your spam or junk folder
Whether the email address entered at checkout was correct
Whether the payment was successfully completed

Shipping and Delivery

How long does shipping take?

Orders are processed and dispatched within 1–2 business days.

After dispatch, estimated international delivery takes approximately 7–12 business days.

The total estimated delivery time is therefore approximately 8–14 business days.

Delivery times are estimates and may be affected by customs, local carriers, public holidays, severe weather, or transport disruptions.

Do you ship internationally?

Yes. PawLyvo offers international shipping to supported destinations.

Shipping availability and any associated costs will be displayed during checkout.

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information, where available.

Tracking information may take between 2 and 5 business days to update after dispatch.

Why has my tracking information not updated?

Tracking may temporarily stop updating while a parcel is transferred between international carriers, processed through customs, or handed to a local postal service.

This does not necessarily mean that the parcel has been lost.

Please contact us if there has been no tracking update for more than 10 business days.

Will my order arrive in one package?

Some products may be shipped separately because they are stored at different fulfilment centres.

If your order is divided into multiple packages, each parcel may have its own tracking number and may arrive on a different day.

You will not be charged additional shipping fees because an order is divided into separate shipments.

Will I have to pay customs fees?

International orders may be subject to customs duties, import taxes, VAT, or handling fees depending on the destination country.

These charges are determined by local authorities and are the customer’s responsibility unless otherwise stated during checkout.

PawLyvo does not control customs charges or customs-processing times.

What should I do if my order is delayed?

Please check your tracking information first.

International delays may occur because of customs inspections, seasonal demand, public holidays, local carrier disruptions, or incorrect address information.

If your order has not arrived within 25 business days after dispatch, contact us at supportpawlyvo@gmail.com with your order number.

Delivery Problems

My tracking says delivered, but I cannot find the package.

Please check:

Around your property or designated safe place
With household members
With neighbours
With your building reception or concierge
With the local delivery carrier

Carriers may sometimes mark packages as delivered shortly before completing the delivery.

If the parcel still cannot be located, contact the carrier and then email us at supportpawlyvo@gmail.com.

What happens if my package is lost?

If the carrier confirms that your parcel has been lost in transit, contact us with your order number and tracking information.

We will review the shipment and, where appropriate, arrange a replacement or refund.

What should I do if my order arrives damaged?

Please include:

Your order number
A description of the issue
Clear photographs of the damaged product
Photographs of the external packaging
Photographs of the shipping label

We will review the claim and provide an appropriate solution.

I received the wrong item. What should I do?

Do not return the item until our support team provides instructions.

Returns and Refunds

What is your return policy?

Eligible products may be returned according to our Return and Refund Policy.

Products must normally be unused, undamaged, and returned in their original packaging.

Please review our full Return and Refund Policy before requesting a return.

How do I request a return?

Email supportpawlyvo@gmail.com with:

Your order number
The product you wish to return
The reason for the return
Photographs, where relevant

Returns sent without prior approval may not be accepted.

Do I have to pay for return shipping?

Customers are generally responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping costs are normally non-refundable unless required by applicable consumer law.

When will I receive my refund?

Approved refunds are issued to the original payment method.

After the refund has been processed, it may take several business days to appear in your account, depending on your bank or payment provider.

Can I return a used product?

For hygiene and safety reasons, used pet products may not be eligible for return unless they are defective.

Please read the product description and size guide carefully before ordering.

Products

How do I choose the correct size?

Measure the area your pet occupies while lying down and compare it with the size chart on the product page.

When your pet falls between two sizes, we generally recommend choosing the larger option.

Are product colours exactly the same as the photographs?

We make reasonable efforts to display colours accurately.

However, colours may appear slightly different because of lighting, photography, screen settings, and manufacturing variations.

Are product dimensions exact?

Minor measurement differences may occur because products are measured manually.

Please allow for a small variation of approximately 1–3 cm unless otherwise stated on the product page.

How should I clean my pet cooling mat?

Unless the product label states otherwise:

Wash on a cool, gentle cycle
Use a mild detergent
Air dry flat
Do not bleach
Do not iron
Avoid high-temperature tumble drying

Always follow the care label included with the product.

Does the cooling mat need water, electricity, or refrigeration?

The textile cooling mat is designed to provide a cooler-feeling and breathable resting surface without water, electricity, or refrigeration.

It is a comfort product and should not replace fresh water, shade, ventilation, or veterinary care.

Can the cooling mat prevent heatstroke?

No.

A cooling mat cannot prevent or treat heatstroke. Always provide your pet with fresh water, shade, ventilation, and an appropriately cool environment.

Seek urgent veterinary care if your pet shows signs of overheating, including excessive panting, weakness, confusion, vomiting, collapse, or difficulty breathing.

Can pets chew the products?

Our products are not designed to be chew toys.

Supervise pets that tend to chew or damage bedding. Stop using the product if it becomes torn or if filling or internal materials become exposed.

Payments

What payment methods do you accept?

Available payment methods are displayed during checkout and may include major credit cards, debit cards, PayPal, Shop Pay, Apple Pay, Google Pay, or other payment providers.

The exact options depend on your location and the payment methods enabled in our store.

Is my payment information secure?

Payments are processed through secure payment providers.

PawLyvo does not directly store your complete card information.

Why was my payment declined?

Payments may be declined because of:

Incorrect card information
Insufficient funds
Bank security restrictions
Billing-address mismatches
Online or international payment restrictions

Contact your bank or try another payment method if the problem continues.

Discounts

Can I use more than one discount code?

Unless otherwise stated, only one discount code may be used per order.

Discount codes cannot usually be applied after an order has been completed.

My discount code is not working.

Check that:

The code was entered correctly
The promotion has not expired
The minimum order value has been reached
The products in your cart qualify
The code has not already been used

Contact Us

For further assistance, contact:

PawLyvo
Email: supportpawlyvo@gmail.com

Please include your order number when contacting us about an existing purchase.

Our support team normally responds within 1–2 business days.