❓ Frequently Asked Questions

Have a question about your Celyvon™ smart pet product, order, payment, shipping, return, or refund? Find quick answers below.

🐾 What Kind of Products Does Celyvon™ Offer?

Celyvon™ focuses on thoughtfully selected products for smarter and more convenient everyday pet care.

Our collection may include:

• Smart Feeding & Hydration
• Pet Hygiene & Grooming
• Pet Comfort & Home Care
• Automated & Smart Pet Devices

🛒 How Do I Place an Order?

Shopping with Celyvon™ is simple:

1. Choose your product and available options.
2. Click Add to Cart.
3. Review your cart and proceed to checkout.
4. Enter your contact and shipping information.
5. Apply a discount code, if available.
6. Select an available payment method.
7. Review your order and complete payment.

Once your order is successfully placed, you should receive an order confirmation email containing your order number and purchase details.

✅ How Do I Know My Order Was Successful?

After completing checkout, you should receive an order confirmation email.

The confirmation may include:

• Order number
• Products purchased
• Selected product options
• Shipping information
• Order details

If you do not receive a confirmation email, please contact service@celyvon.com.

⚙️ Where Can I Find Product Instructions?

Product-specific features and operating methods may vary between products and models.

Where applicable, please review:

• Product page information
• Instructions included with the product
• Charging or power requirements
• Cleaning and maintenance guidance
• Smart or wireless setup information

If you still need assistance, contact our support team and include your order number and product name.

🔌 What If My Smart Pet Product Needs Setup Help?

Some products offered through Celyvon™ may include digital controls, rechargeable batteries, automated functions, sensors, or wireless features, depending on the product and model.

For assistance, contact service@celyvon.com.

For faster support, include your order number, product name, and a brief description of the issue.

🔄 Can I Change My Order?

If your order has not yet entered fulfillment, production where applicable, or shipment, we may be able to assist with certain changes.

Please contact service@celyvon.com as soon as possible.

Once an order has entered fulfillment, production, or shipment, changes may no longer be possible.

❌ Can I Cancel My Order?

Cancellation requests should be submitted before fulfillment or production begins.

Once an order has entered fulfillment, production, or shipment, cancellation may no longer be possible.

If a cancellation request is approved before fulfillment begins, any applicable refund will be issued in accordance with our Return & Refund Policy.

To request cancellation, contact service@celyvon.com and include your order number.

📦 What If Something Is Damaged, Missing, Defective, or Incorrect?

Please inspect your package after delivery.

If your order arrives damaged, defective, incorrect, incomplete, or materially different from the product ordered, please contact our support team.

Please include:

• Your order number
• Product name or model
• A brief description of the issue
• Clear photos or videos where relevant

After reviewing the issue, we will provide an appropriate solution such as a replacement, refund, reshipment, or return arrangement at no additional cost to the customer where the issue resulted from a damaged, defective, incorrect, or incomplete order.

💳 What Payment Methods Can I Use?

Available payment methods are displayed during checkout and may include major credit or debit cards, PayPal, and other supported payment methods.

Available methods may vary depending on your location and checkout settings.

🅿️ How Do I Pay With PayPal?

If PayPal is available during checkout:

1. Add your products to your cart.
2. Proceed to checkout.
3. Select PayPal as the payment method.
4. Follow PayPal's instructions to complete payment.

Please review your billing, shipping, and order information before confirming your purchase.

🎟️ How Do I Use a Discount Code?

During checkout, enter your promotional code in the available discount field and select Apply.

Make sure the discount appears in your order total before completing payment.

Promotional offers may have eligibility requirements, quantity limits, product restrictions, or expiration dates.

🔒 Is Online Ordering Secure?

Our store uses established ecommerce and payment service providers to help protect customer information during checkout.

Sensitive payment information is processed through the secure systems of the applicable payment provider.

For additional information, please review our Privacy Policy.

🔐 How Is My Personal Information Used?

Personal information is handled according to our Privacy Policy.

Information may be used as necessary for:

• Processing orders
• Arranging shipping and delivery
• Providing customer support
• Operating our website
• Preventing fraud or unauthorized transactions
• Providing services you choose to receive

🚚 How Long Does Shipping Take?

Orders are typically processed within 7 business days after payment and order details are confirmed.

After dispatch, estimated delivery is typically 10–20 business days.

Processing time and shipping transit time are separate. Actual delivery times may vary depending on destination, carrier operations, customs procedures, public holidays, weather, and other circumstances.

For full details, please review our Shipping Policy.

💰 How Much Does Shipping Cost?

For supported destinations, our current shipping options are:

Available shipping methods may vary by destination. The final shipping options and applicable charges will be displayed during checkout before you complete your purchase.

🚚 How Can I Track My Order?

Once your order has shipped, you should receive a shipping confirmation email containing available tracking information.

You can use the provided tracking number or tracking link to follow the shipment status.

Tracking may require some time to update after dispatch.

⏳ What If My Package Is Delayed or Appears Lost?

If tracking has not updated for an extended period, your shipment is significantly delayed, or you believe your package may be lost, contact service@celyvon.com with your order number.

Our team will review the available shipment information and, where appropriate, work with the carrier or fulfillment partner to determine the status and an appropriate resolution.

📬 What If Tracking Says Delivered but I Cannot Find My Package?

First check your delivery area, household members, building reception, parcel locker, and other safe locations where the carrier may have left the package.

If you still cannot locate it, contact service@celyvon.com with your order number.

A carrier tracking status showing “Delivered” does not automatically prevent you from contacting us regarding a delivery concern.

↩️ What Is Your Return Policy?

Eligible products may be returned within 14 calendar days after delivery, subject to the conditions described in our Return & Refund Policy.

Before returning any product, contact service@celyvon.com and provide your order number.

Our support team will review your request and provide the applicable return instructions.

Please do not send a return without first contacting our customer support team.

📦 How Do I Request a Return?

To request an eligible return:

1. Contact service@celyvon.com.
2. Provide your order number.
3. Tell us which product you would like to return.
4. Explain the reason for your return.
5. Provide photos or videos where relevant.
6. Wait for return instructions before shipping the item.

Please keep the product, original packaging, accessories, charging components, and included parts together where applicable.

💸 Who Pays for Return Shipping?

For preference-based returns, such as changing your mind or no longer wanting an otherwise correct and non-defective product, the customer is responsible for applicable return shipping costs.

If the item arrives damaged, defective, incorrect, incomplete, or materially different from the product ordered, we will provide an appropriate return, replacement, reshipment, or refund solution at no additional cost to the customer.

💵 How Are Refunds Issued?

Approved refunds are issued to the original payment method.

For approved returns, refunds are normally issued by us within 5–10 business days after the returned item has been received and inspected.

After the refund has been issued by us, your bank, card issuer, PayPal, or other payment provider may require additional time before the funds appear in your account.

For full refund eligibility and processing details, please review our Return & Refund Policy.

🌐 Which Browsers Work Best?

For the best shopping experience, we recommend using an updated version of:

• Google Chrome
• Safari
• Firefox
• Microsoft Edge

💬 Still Need Help?

For questions about products, setup, orders, shipping, payments, returns, refunds, or checkout, contact our customer care team:

🐾 Celyvon™

Smart Care for Better Pet Living.