FAQ
Welcome to the Xormeva Help Center. This page provides useful information about ordering, payment, international delivery, order changes, and after-sales assistance.
Should your question not be covered below, please email our customer support team at support@xormeva.com. To help us locate your purchase quickly, include your order number and the email address used during checkout.
Ordering and Payment
How do I use a discount or promotional code?
You can enter an eligible promotional code during the checkout process by following these steps:
- Select the Pet Travel, Pet Care, or Pet Toys product you would like to purchase and add it to your shopping cart.
- Open your cart and proceed to checkout.
- On a mobile device, tap “Show order summary” to reveal the promotional-code field.
- On a desktop computer, locate the discount-code box displayed on the checkout page.
- Enter the code exactly as provided and select “Apply” before completing payment.
Please confirm that the discount has been reflected in your total before submitting the order. Promotional codes may be subject to expiration dates, minimum-purchase requirements, product restrictions, or other campaign conditions.
Which payment methods does Xormeva accept?
Payments are processed through secure, encrypted checkout systems. Depending on your location and the options displayed during checkout, accepted payment methods may include:
- PayPal
- Visa
- Mastercard
- American Express
- Diners Club
- Major credit and debit cards
- Apple Pay
- Google Pay
The payment options available to you will be shown on the checkout page before you finalize your purchase.
How much does shipping cost?
Our standard worldwide shipping charge is USD $5.99.
The final shipping amount may vary slightly depending on the destination, regional delivery conditions, or active promotional offers. Any applicable shipping costs will be clearly displayed in your order summary before payment is confirmed.
Shipping and Delivery
Does Xormeva ship internationally?
Yes. Xormeva serves customers in multiple countries and regions.
To improve delivery efficiency, orders may be assigned to the fulfillment facility with available inventory that is best positioned to serve your delivery destination. As a result, the shipping origin may differ between orders.
How long does delivery usually take?
Once an order has completed processing and quality checks, international delivery generally takes approximately 10 to 20 business days.
Delivery estimates are not guaranteed and may be affected by customs procedures, public holidays, carrier delays, severe weather, regional disruptions, or other circumstances outside our direct control.
How can I track my order?
After your parcel has been transferred to the shipping carrier, a dispatch email containing your tracking number will be sent to the email address provided at checkout.
You may use the tracking number on the carrier’s website or on a recognized parcel-tracking service to review the latest available shipping updates.
Why is my tracking information not updating?
Tracking systems may require 24 to 48 hours after shipment to register the first movement or status update.
It is also normal for tracking activity to remain unchanged for several days while a parcel is traveling between international transit facilities, undergoing customs processing, or moving between carrier networks.
A lack of frequent updates does not necessarily mean that the package has stopped moving.
Why did my order arrive in more than one package?
When an order contains several products, the items may be stored at different fulfillment facilities. To avoid unnecessary delays, we may ship available items separately.
Each parcel will have its own tracking number, and the tracking details will be sent to you by email. Separate packages may arrive on different dates.
Order Changes and Cancellations
Can I change my shipping name, address, or telephone number?
Address corrections are time-sensitive. Please contact support@xormeva.com immediately and use the following email subject line:
Urgent: Address Change
Your message should contain:
- Your order number
- The email address used to place the order
- The complete corrected recipient name, delivery address, postal code, and telephone number
We will make reasonable efforts to update the information before fulfillment begins. However, once an order has entered processing or has been transferred to the carrier, we may no longer be able to amend the delivery details.
In that situation, you may need to contact the local shipping provider directly. Xormeva cannot guarantee successful delivery when incorrect or incomplete information was submitted during checkout.
Can I change the products or quantities in my order?
Requests to change a product, model, size, color, variation, or quantity must be submitted as soon as possible.
Please email support@xormeva.com with the subject:
Urgent: Order Change
Include the following information:
- Your order number
- Your checkout email address
- The product currently ordered
- The exact change you would like us to make
Changes can only be completed if the order has not yet entered fulfillment. Once warehouse processing has started, the products and quantities may no longer be editable.
Can I cancel an order?
An order may be eligible for cancellation only if it has not yet been processed, packed, or handed over to a shipping carrier.
Please contact us immediately after placing the order if you wish to request cancellation. Administrative or transaction-processing charges may apply where permitted.
Orders marked as shipped cannot be recalled, canceled, or withdrawn because they have already entered the carrier network.
Problems After Delivery
What should I do if my package or product arrives damaged?
We are sorry if your order was damaged during transportation.
Please contact support@xormeva.com and provide:
- Your order number
- The email address associated with the purchase
- Clear photographs or a video showing the damaged product
- A photograph of the outer packaging
- A clear image of the shipping label
Please retain the original packaging and damaged item until our support team has reviewed the claim. Complete photographic evidence allows us to assess the issue and provide an appropriate resolution more efficiently.
What should I do if a product appears defective?
Xormeva carefully reviews products selected for our Pet Travel, Pet Care, and Pet Toys collections. However, should you believe that an item has a manufacturing or functional defect, please contact our customer service team.
Your email should include:
- Your order number
- A clear description of the problem
- Photographs or video showing the suspected defect
- Details of how and when the issue occurred
Claims are assessed according to the product’s intended use, condition, care instructions, and available supporting evidence.
Damage resulting from misuse, excessive chewing, improper storage, accidental damage, normal wear, unauthorized modification, or use that is unsuitable for the pet’s size or behavior may not be considered a manufacturing defect.
Pet toys and accessories should always be selected according to the animal’s size, age, strength, temperament, and chewing habits. Pets should be supervised where appropriate, and damaged items should be removed from use immediately.
What happens if I receive the wrong product or an item is missing?
We apologize for any packing error.
Please email support@xormeva.com with:
- Your order number
- A photograph of all products received
- A photograph of the packaging and shipping label
- The name of the incorrect or missing item
Once the information has been verified, our support team will review the available resolution, which may include replacement, reshipment, or another appropriate remedy.
Account and Email Communication
Why have I not received my order-confirmation email?
Please first check your spam, junk, promotions, and filtered-email folders. Confirmation messages may occasionally be redirected by your email provider.
You should also verify that the email address entered during checkout was correct.
If you still cannot locate the confirmation, contact support@xormeva.com and provide any email addresses or telephone numbers that may have been used when placing the order. Our team will attempt to locate the transaction and resend the relevant information.
When will I receive my tracking number?
Tracking information is normally created after the order has completed processing and has been prepared for shipment. This commonly occurs within 1 to 2 business days after processing begins.
Please note that order processing time and delivery time are separate stages.
If the expected period has passed, check your spam and junk folders before contacting support@xormeva.com for assistance.
Contact Information
Brand: Xormeva
Customer Support Email: support@xormeva.com
Customer Service Telephone: +1 (463) 270-4749
Operating Company: LUYA INDUSTRY LIMITED
Registered Address: Flat 801, 4/F, Kaiser Estate Phase 2, No. 47-53 Man Yue Street, Hung Hom, Kowloon, Hong Kong