How do I place an order?

To place an order, choose the product you want, select the available options such as size or color, click “Add to Cart”, and complete your purchase through our secure checkout.

Can I change or cancel my order after placing it?

If you need to change or cancel your order, please contact us as soon as possible. Once an order has been processed, packed, or shipped, we may not be able to make changes or cancel it.

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

Please contact us immediately with your order number and the correct address. If your order has not yet been processed or shipped, we will do our best to update it. Once the order has shipped, address changes may no longer be possible.

Will I receive an order confirmation?

Yes. After placing your order, you should receive an order confirmation email with your order details. Please check your inbox, promotions folder, or spam folder if you do not see it.

Where does QOVIRA.STORE ship?

QOVIRA.STORE ships to selected international destinations. Available shipping options and destinations will appear at checkout based on your delivery address.

How long does delivery take?

Delivery times vary depending on your location, product availability, shipping carrier, customs procedures, and local delivery conditions.

Estimated delivery times are generally:

• Standard Shipping: 7–15 business days
• Remote areas or international deliveries: 10–25 business days
• Peak seasons or customs delays: delivery may take longer

How long does order processing take?

Most orders are processed within 1–3 business days, excluding weekends and public holidays. During busy periods or promotional events, processing may take slightly longer.

Do you provide tracking information?

Yes. Once your order has shipped, you may receive a shipping confirmation email with tracking information when available. Tracking updates may take a few days to appear after shipment.

Why is my tracking number not updating?

Tracking updates can take time to appear, especially while the parcel is moving between facilities or countries. Please allow a few business days for tracking information to refresh.

Will I have to pay customs duties or import taxes?

Depending on your country or region, your order may be subject to customs duties, import taxes, VAT, handling fees, or other local charges. These charges are determined by local authorities and are the responsibility of the customer unless clearly stated otherwise at checkout.

Can I return a product?

Returns are handled according to our Return and Refund Policy. To be eligible for a return, the product may need to be unused, in its original condition, and in its original packaging.

How do I request a return?

To request a return, please contact us with your order number, the item you wish to return, and the reason for your request. Our support team will review your request and guide you through the next steps.

Are all products eligible for return?

Some products may not be eligible for return due to hygiene, safety, final sale conditions, or product-specific restrictions. Please review our Return and Refund Policy before placing your order.

When will I receive my refund?

If your refund is approved, it will be processed to your original payment method. Processing times may vary depending on your bank, card provider, or payment service.

What should I do if my item arrives damaged?

If your item arrives damaged, please contact us as soon as possible with your order number, clear photos of the product, photos of the packaging, and a short description of the issue. We will review your case and assist you according to our policy.

Are QOVIRA.STORE products suitable for all pets?

Our products are designed for general pet lifestyle use. Customers are responsible for choosing products that are suitable for their pet’s size, breed, behavior, age, and health condition.

How do I choose the right size?

Please check the size guide on the product page before ordering. When choosing products such as mats, beds, carriers, or wearable items, we recommend measuring your pet and choosing the size that provides enough comfort and space.

Should I supervise my pet when using a new product?

Yes. Always supervise your pet when introducing a new product. Discontinue use immediately if the product becomes damaged or if your pet shows signs of discomfort, irritation, or unsafe behavior.

Do you provide veterinary advice?

No. QOVIRA.STORE does not provide veterinary, medical, or professional pet health advice. For any health-related concern, please consult a qualified veterinarian.

Are the product colors exactly the same as the photos?

We make every effort to display product colors as accurately as possible. However, slight color differences may occur due to screen settings, lighting, product updates, or manufacturing variations.

Is checkout secure?

Yes. Orders are processed through secure checkout systems. Please make sure your billing and payment details are accurate before submitting your order.

What payment methods do you accept?

Available payment methods are shown at checkout. Payment options may vary depending on your location, currency, and the payment providers available on our store.

Why was my payment declined?

Payments may be declined by your bank, card provider, or payment service for several reasons, including incorrect information, insufficient funds, security checks, or payment restrictions. Please verify your details or contact your payment provider.

How can I contact QOVIRA.STORE?

You can contact us through our official contact page or by email. Please include your order number when contacting us about an existing order.

How long does support take to reply?

We aim to respond as quickly as possible. Response times may vary depending on order volume, weekends, holidays, and the complexity of your request.

What information should I include when contacting support?

To help us assist you faster, please include your full name, order number, email address used at checkout, tracking number if available, and a clear description of your question or issue.