Please review the information below before purchasing so you understand the expected timeframe, shipping charges, and assistance available if a shipment encounters a problem.

Qerlyvo™ specializes in aesthetic pet accessories. Orders may be dispatched from our own or partner fulfillment facilities, depending on stock availability and the delivery destination.

The business address displayed above identifies our company and should not be interpreted as the dispatch location for every order. International shipping and customs clearance may form part of your parcel’s journey.

Standard Processing Time: Orders are normally prepared within 2–4 business days after payment confirmation. This period covers order review, item preparation, and packaging before the parcel is handed to the carrier.

Busy Periods: During holidays or periods of increased order volume, preparation may take up to 5 business days. If a further delay affects your order, we will contact you using the email address provided at checkout.

Shipping Fee: A flat shipping charge of US$5.99 per order applies to destinations supported at checkout. The shipping charge is displayed before payment.

If your destination is unavailable at checkout, please contact service@qerlyvo.com before attempting to place an order.

The following estimates begin after dispatch. Order processing time is additional.

Business days exclude weekends and public holidays. These ranges are estimates rather than guaranteed arrival dates.

Actual transit times can be affected by customs inspections, weather, carrier capacity, local holidays, and delivery conditions. If your parcel exceeds the applicable estimated delivery window, contact us so we can review its progress.

A shipping confirmation will be sent to the email address entered at checkout once your order has been dispatched. It will include tracking information where available.

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

If tracking remains inactive beyond this initial period, or stops updating for an extended time, email service@qerlyvo.com with your order number and tracking number. We will review the shipment and seek clarification from the fulfillment partner or carrier as appropriate.

International deliveries may be subject to customs duties, import taxes, or clearance charges imposed by the destination country.

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

Customs processing can extend the delivery timeframe. If your parcel is awaiting clearance, contact us with the tracking details so we can help identify any available information or documentation needed.

Please check your delivery address carefully before completing payment, including the postal code and any apartment or unit number.

To request an address correction or cancellation, email service@qerlyvo.com within 12 hours of placing your order. Include your order number and the exact change you need.

Requests received within this period will be assessed against the order’s fulfillment status. We cannot guarantee a change if the parcel has already been dispatched.

If more than 12 hours have passed, contact us promptly so we can check whether a change remains possible. For dispatched orders, we can review available delivery options or explain the applicable return process.

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

If your delivery is overdue or tracking suggests the parcel may be lost, contact service@qerlyvo.com. You do not need to obtain confirmation of loss from the carrier before asking us for assistance.

We will review the shipment and arrange an investigation where needed. If the parcel is confirmed lost, we will provide a replacement at no additional cost or issue a refund, as appropriate.

A tracking status of “Delivered” does not automatically close an enquiry. If you have not received a parcel marked as delivered, please check with household members, your building reception, and nearby delivery locations, then contact us for further assistance.

If an item arrives damaged or you receive the wrong product, email us as soon as reasonably possible. Where practical, report visible shipping damage within 72 hours of delivery to help us investigate promptly.

Include your order number, a description of the issue, and clear photographs of the item and packaging where available. Reporting after 72 hours does not automatically make your request ineligible for review.

For confirmed damage, defects, or incorrect items, we will arrange an appropriate replacement, refund, or return solution at no additional cost to you.

For questions about preparation, dispatch, tracking, or delivery, please contact:

Email: service@qerlyvo.com
Phone: +86 184 6619 8280
Customer Support Hours: Monday – Friday (9:00 AM – 6:00 PM)

Include your order number in your message so we can locate the purchase and review the relevant shipping information.

Thank you for choosing Qerlyvo™. We are committed to getting your pet accessories to you safely and efficiently.