Qerlyvo™ is owned and operated by Mingxuan (Shenzhen) Trading Co., Ltd. This company operates our store and is the seller for purchases made through it.

Qerlyvo™ focuses on aesthetic pet accessories, with an emphasis on color, proportion, and details that complement your companion’s individual appearance. Refer to each product page for the item’s intended use and available options.

Measure your pet according to the instructions on the relevant product page and compare those measurements with the item’s size information. Sizing may differ between products, so a size previously purchased may not be suitable for another accessory.

If you need clarification, email service@qerlyvo.com with the product name and your pet’s relevant measurements.

Lighting and screen settings can affect how a color appears. Product descriptions and photographs should be considered together when choosing an item.

If the accessory you receive is materially different from its description or appears to be the wrong option, contact us so we can review it.

Use each item only for the purpose stated in its description. A decorative accessory should not be used as a leash attachment, restraint, chew toy, or safety device unless it is expressly described as suitable for that use.

Check fit and condition before use, supervise your pet where appropriate, and remove the accessory if it causes discomfort.

Follow the care instructions provided for the specific item. Materials, decorative components, and fastenings may require different cleaning methods.

If washing or machine drying is not expressly permitted, contact us before using those methods. Stop using an item if its fastening or other components become damaged.

The payment methods available for your order are displayed at checkout. These may include PayPal and supported credit or debit cards, depending on your location and the payment provider’s requirements.

PayPal guest card checkout is available only when PayPal offers that option for your transaction.

Payments are processed in United States Dollars (USD). If your account uses another currency, your bank or payment provider may apply a conversion rate or additional fee.

Review the final amount and currency before approving payment.

Check your spam or junk folder first. A pending bank transaction may be an authorization and does not always confirm that an order was completed.

Email service@qerlyvo.com with the checkout email address, approximate transaction time, and amount before trying to pay again. Do not send full card details or verification codes.

Email service@qerlyvo.com within 12 hours of placing your order, including your order number and the requested change.

We will check the fulfillment status. Changes cannot be guaranteed once the parcel has been dispatched. If more than 12 hours have passed, contact us promptly so we can check whether an adjustment remains possible.

When a cancellation is approved before dispatch, the order payment, including the shipping charge, is refunded to the original payment method.

Orders are normally prepared within 2–4 business days after payment confirmation. During holidays or busy periods, processing may take up to 5 business days.

Preparation time is separate from the carrier’s delivery time.

Estimated transit times after dispatch are:

• United States: 10–15 business days
• Canada, United Kingdom, and Australia: 11–16 business days
• Other supported destinations: 15–20 business days

These are estimates, not guaranteed arrival dates. Customs processing, weather, holidays, and carrier conditions may affect delivery.

A flat shipping charge of US$5.99 per order applies to destinations supported at checkout.

The charge is displayed before payment. If your destination is unavailable, contact us before placing an order.

Orders may be fulfilled from our own or partner facilities, depending on stock availability and the delivery destination.

The business address published on our website identifies our company and is not necessarily the dispatch location for your parcel.

After dispatch, shipping confirmation and available tracking details are sent to the email address entered at checkout.

The carrier may take 1–3 business days to display the first tracking update. A label-created message alone does not confirm that the parcel is moving through the carrier network.

Email service@qerlyvo.com with your order number and tracking number. We will review the available information and seek clarification from the carrier or fulfillment partner where needed.

You do not need to obtain confirmation of loss yourself before contacting us. If a parcel is confirmed lost, we will arrange a replacement at no additional cost or a refund, as appropriate.

Check your delivery area, mailbox, household members, and building reception where applicable.

If the parcel still cannot be located, contact us with the order and tracking details. A “Delivered” status does not automatically prevent further investigation.

International shipments may attract duties, taxes, or clearance charges imposed by the destination country.

Unless checkout expressly states that these amounts are included or prepaid, the recipient is responsible for applicable import charges. Requirements vary by destination.

You may request a return for an eligible item within 30 calendar days after delivery.

For a change-of-mind return, the item must be unused, unworn, and in its original condition, with its original packaging, tags, and included accessories where applicable. Proof of purchase is required.

These conditions do not automatically exclude claims involving damaged, defective, or incorrectly supplied products.

Email service@qerlyvo.com with your order number, the item concerned, and a description of your request. Include relevant photographs where they help explain a product issue.

We will review the request and provide the appropriate return instructions. A reason is not required when exercising an applicable statutory right to withdraw.

Please contact us before sending anything back. The published business address is not automatically the appropriate return warehouse for your order.

Our team will provide the correct destination and any shipping instructions needed to identify and process the return.

Customers pay return shipping for eligible change-of-mind or preference-based returns, including an unsuitable size selected at purchase.

For confirmed damage, defects, or fulfillment errors, we will provide an appropriate solution at no additional cost to you. If a return is necessary, we will arrange a prepaid label or another agreed method covering the required shipping cost.

Original shipping charges are generally not refunded for change-of-mind returns under our voluntary 30-day policy, except where applicable law requires otherwise.

Different arrangements apply when correcting a confirmed problem attributable to us. A cancellation approved before dispatch includes a refund of the original shipping charge.

Where permitted by law, restrictions may apply to clearly personalized products, qualifying sealed hygiene items that have been unsealed, gift cards, and items clearly identified as final sale before purchase.

A discount alone does not make an item non-returnable. These restrictions do not remove applicable rights concerning faulty, damaged, or incorrectly supplied goods.

Contact us to discuss returning the original item. Unless another arrangement is confirmed, exchanges are handled as a return followed by a separate order.

The new item’s availability and price are determined when the new order is placed. Incorrect or defective items supplied by us are handled through our product-issue process.

For an approved return, we issue the refund to the original payment method within 10 business days after receiving and inspecting the returned item.

Where no return is required, that period begins at refund approval. Your bank or payment provider may take additional time to display the credit.

If more than 15 business days have passed since approval without the refund appearing, contact us. Any applicable statutory deadline takes priority.

Contact us promptly with your order number and a description of the issue. Photographs of the item, packaging, and shipping label can help us investigate.

Where practical, report visible delivery damage within 72 hours of receipt. Reporting later does not automatically make your request ineligible.

For a confirmed issue, we will arrange an appropriate replacement, refund, or return solution at no additional cost to you.

No. Our voluntary return policy does not restrict rights that apply under consumer law.

Where EU withdrawal rules apply, eligible purchases are also covered by the statutory 14-day right of withdrawal. Our Return & Refund Policy explains that process and its applicable conditions.

Send your question to service@qerlyvo.com. For an existing purchase, include your order number and the email address used at checkout. For a product question, include the item name and the details you would like clarified.

Customer Support Phone: +86 184 6619 8280
Customer Support Hours: Monday – Friday (9:00 AM – 6:00 PM)

Thank you for trusting Qerlyvo™.