FAQ

Welcome to the Lunveraxi® Help Center. Lunveraxi® is owned and operated by Shenzhen Yunqi Future Technology Co., Ltd. Here are answers to some common questions about shopping with us and choosing products for your pet.

Products

Q1. What types of products does Lunveraxi® offer?

Lunveraxi® focuses on pet supplies designed to support everyday pet care, feeding, play, and convenience. Product availability may change as our collection develops. Please refer to each product page for current details.

Q2. How do I choose the right product for my pet?

Check the product dimensions, materials, recommended use, and any size or compatibility information on the product page. Consider your pet's size, age, chewing habits, and individual needs before purchasing.

Q3. Are your products suitable for every pet?

Not necessarily. Pets differ in size, behavior, and chewing strength. Please review the product description and safety instructions carefully. If you are unsure whether an item is appropriate for your pet, consult a qualified veterinary professional.

Q4. How should I care for my pet products?

Follow the cleaning and maintenance instructions supplied with the individual product. Do not assume that every item is dishwasher-safe, machine-washable, or suitable for high temperatures unless the product instructions explicitly say so.

Orders and Payments

Q5. How do I place an order?

Choose the product you want, select any available options, add it to your cart, and follow the checkout instructions. Review your shipping details and order total before confirming your purchase.

Q6. How will I know whether my order has been placed successfully?

An order confirmation will generally be sent to the email address provided at checkout after the order is successfully submitted. If you do not receive one, check your spam folder and verify whether your payment was completed.

Q7. Can I change or cancel an order after placing it?

Contact us as soon as possible at service@lunveraxi.com with your order number. Changes or cancellations may not be possible once an order has entered processing or has been shipped. Any applicable statutory cancellation rights remain unaffected.

Q8. Which payment methods can I use?

The payment methods available to you will be displayed at checkout. Availability may vary by country, currency, device, and payment provider.

Shipping and Delivery

Q9. How long does delivery take?

Estimated delivery timeframes depend on your shipping destination, selected delivery method, and current item stock. Once your order is processed and handed to the carrier, a dispatch notification with package tracking details will be sent to your email. For comprehensive timing guidelines and shipping terms, please consult our Shipping Policy.

Q10. How can I track my order?

Once your order has shipped, you will receive a shipping confirmation email with tracking information. You can use the tracking number provided to follow your order's progress online.

Q11. What should I do if my package is delayed or lost?

Check your tracking information first. If the tracking information has not been updated for an extended period or the estimated delivery window has passed, please contact us at service@lunveraxi.com with your order number so we can investigate.

Q12. What if my package arrives damaged, defective, or contains the wrong item?

Please contact us immediately at service@lunveraxi.com with your order number, a brief description of the issue, and clear photographs or videos. We will review your request and provide an appropriate replacement, refund, or return solution at no additional cost to you.

Returns and Refunds

Q13. How can I request a return or refund?

Please contact our customer support team at service@lunveraxi.com before returning an item. Include your order number, the item you wish to return, and the reason for your request. Our team will guide you through the process and provide the correct return address.

Q14. What is your return window and refund timing?

Eligible products may be returned within 30 calendar days of delivery. Approved refunds will be processed back to your original payment method within 5–10 business days after we receive and inspect the returned item. Please refer to our Return & Refund Policy for complete details.

Contact Us

  • Brand Name: Lunveraxi®

  • Company Name: Shenzhen Yunqi Future Technology Co., Ltd.

  • Registered Address: Room 303, Unit 2, Building 66, Yuanling New Village, Liuxiang Community, Yuanling Street, Futian District, Shenzhen, Guangdong, China.

  • Email: service@lunveraxi.com

  • Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.