If your question relates to an existing order, please include whenever possible:

• Your order number
• The email address used at checkout
• A brief description of the question or issue
• Clear photos of the product, packaging, and shipping label when relevant
• For an electronic product, the model information and a short video showing the issue when possible

These details are especially helpful for concerns involving ceramic damage, missing components, an incorrect item, a smart feeder or fountain issue, or a product that differs materially from its description.

Orders are generally processed within 1–3 business days. Estimated U.S. delivery is generally 5–10 business days after processing.

Avernoza uses a multi-location fulfillment model. Depending on inventory, product size, fulfillment requirements, and destination, orders may be dispatched from different facilities or third-party fulfillment partners.

Shipping confirmation and available tracking details are provided after an order has shipped. If tracking has not updated for an extended period, or a parcel appears delayed, lost, or undelivered, email us with your order number so we can review the available shipment information.

Eligible purchases may be returned within our 180-day return window, measured from the delivery date and subject to the conditions in our current Return & Refund Policy.

Contact service@avernoza.com before sending a return. Our team will provide the applicable instructions and confirmed return destination.

Please do not send returns to our business registration address—or to any address that has not been specifically confirmed by Avernoza support.

For preference-based returns or returns not caused by a product issue or fulfillment error, the customer is responsible for return shipping costs. If an item arrives damaged, defective, incorrect, or materially different from its description, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.

Approved refunds are issued to the original payment method. Avernoza generally processes an approved refund within 1–3 business days. The payment provider may then require an additional 5–10 business days to post the funds.

If you need to change or cancel an order, contact us as soon as possible and include the order number.

Changes and cancellations may be available before an order has shipped. Once fulfillment or shipment has progressed, a change or cancellation may no longer be possible. Where applicable, the purchase may instead be eligible for return after delivery under our Return & Refund Policy.