Pawlivopets™ is owned and operated by Hangzhou Keke Technology Co., Ltd.

The company operates pawlivopets.com and provides customer support for purchases made through the Pawlivopets™ online store.

Pawlivopets™ offers thoughtfully selected pet products, accessories, feeding and hydration products, cleaning tools, comfort items, and practical everyday essentials for dogs, cats, and selected small companion animals.

Product availability may change as we introduce new items and improve our collection.

Review the product description, dimensions, materials, intended use, compatibility information, and care instructions before ordering.

Consider your pet’s size, age, habits, activity level, and individual needs. If you are unsure whether a product is appropriate for your pet, contact us before purchasing.

We make reasonable efforts to display product colors, details, proportions, and finishes accurately.

Slight variations may occur because of screen settings, lighting, manufacturing tolerances, materials, product updates, or hand-finished details. Minor variations that do not affect normal product use are not necessarily defects.

Follow all product-specific instructions and warnings. Supervise pets when introducing a new product, particularly toys, feeding accessories, electrical products, or products containing removable components.

Stop using any product that becomes damaged, develops loose components, or appears unsuitable for your pet.

Available payment methods may include PayPal and supported credit or debit cards. The payment methods available for your order will be displayed during checkout.

Payments are processed in United States Dollars unless a different checkout currency is clearly displayed.

Review our Payment & Security page for more information.

Orders are completed through Shopify Checkout and supported third-party payment providers.

Pawlivopets™ does not receive or store your complete payment card number through Shopify Checkout. For your security, never send complete card information or security codes by email.

After a successful order, an order confirmation is normally sent to the email address provided during checkout.

If you do not receive it, check your spam or junk folder and confirm that the email address entered at checkout was correct. Contact us if you still need assistance.

Contact us within 12 hours of placing the order if you need to request an address correction, product change, or cancellation.

Requests are not guaranteed. Once an order has entered fulfillment or has been shipped, changes or cancellations may no longer be possible.

No cancellation fee is charged when an order is successfully canceled before fulfillment.

Orders are normally processed within 1–3 business days after payment confirmation.

Processing includes order verification, quality checks, packing, and shipment preparation. Weekends, public holidays, promotions, and unusually high order volume may require additional time.

Estimated transit times begin after the order has completed processing and has been dispatched:

• United States: 5–10 business days
• Canada, United Kingdom, and Australia: 7–14 business days
• Other supported international locations: 10–20 business days

Delivery estimates are not guaranteed arrival dates. Carrier delays, holidays, weather, customs processing, or other events outside our reasonable control may affect delivery.

Available shipping methods and charges are calculated and displayed during checkout based on the products ordered, package details, destination, and available carrier services.

Free-shipping promotions may occasionally be available and may include order-value or destination requirements.

Depending on product availability and destination, orders may be shipped from China or another domestic or international fulfillment-partner location.

The shipment origin may differ from our registered business address.

Yes. If products are stored at different fulfillment locations, an order may be divided into multiple shipments.

Split shipments may arrive on different dates and have separate tracking numbers. You will not be charged an additional shipping fee solely because we divide the order after checkout.

Once your order has been dispatched and tracking is available, shipment information will normally be sent to the email address used during checkout.

Tracking may take 24–72 hours to become active after dispatch.

Temporary gaps between carrier scans are normal while packages move between facilities.

If tracking has not updated for an extended period or the package has not arrived after the latest estimated delivery date, email service@pawlivopets.com with your order number.

Confirm the delivery address and check entrances, mail areas, household members, neighbors, building reception, and other safe delivery locations.

Contact the carrier for delivery confirmation. If the package still cannot be located, contact us for further review. A “Delivered” status does not automatically prevent us from reviewing your claim.

International shipments may be subject to duties, taxes, brokerage fees, or customs charges imposed by the destination country.

Unless checkout clearly states that duties and taxes have been prepaid, the recipient may be responsible for charges assessed by customs authorities or the delivery carrier.

Review our Shipping Policy for complete shipping information.

Eligible products may be returned within 30 calendar days after confirmed delivery, subject to the conditions in our Return & Refund Policy.

Items should generally be unused, in their original condition, and returned with their original packaging, accessories, and proof of purchase.

Email service@pawlivopets.com with your order number, the item you wish to return, the reason for the request, and relevant photographs or videos where appropriate.

Wait for approval and return instructions before sending any merchandise.

Do not automatically send merchandise to our registered business address.

After a return request has been reviewed and approved, customer support will provide the applicable return warehouse address and return instructions.

Customers are generally responsible for return shipping costs when returning an eligible product because of preference, size, or a change of mind.

If a confirmed problem was caused by an error attributable to us, such as an incorrect, damaged, or defective item, we will provide an appropriate solution without requiring the customer to bear additional costs caused by that error.

After an approved return has been received and inspected, an eligible refund will normally be initiated to the original payment method within 5–10 business days.

Banks, card issuers, PayPal, and other payment providers may need additional time to post the credit to your account.

Contact us within 72 hours of delivery whenever reasonably possible. Include your order number and photographs of the item, packaging, and shipping label.

After review, we may provide replacement parts, a replacement, refund, reshipment, or another appropriate solution.

Review our Return & Refund Policy for complete eligibility and refund information.

Personal information collected through our website is handled according to our Privacy Policy and the privacy settings configured for our Shopify store.

Review our Privacy Policy for information about collection, use, disclosure, retention, cookies, and privacy rights.

Email: service@pawlivopets.com

Phone: +86 132 4486 3614

Customer service is available daily from 8:00 AM to 10:00 PM, China Standard Time (UTC+8).

For order-related questions, include your order number and the email address used during checkout.