FAQ

Effective Date: October 2026

Welcome to the Selvynne Help Center.

This page provides answers to common questions about our pet supplies, product information, ordering procedures, payment methods, shipping arrangements, returns, refunds, and customer support.

We want to make shopping for pet essentials straightforward, convenient, and transparent.

If you need further assistance or cannot find the information you are looking for, please contact us at service@selvynne.com.

About Selvynne

What products can I find at Selvynne?

Selvynne is an online store offering a selection of pet supplies, pet accessories, and everyday pet care essentials.

Our collections include practical products intended to complement different aspects of pet ownership, such as daily care, feeding, playtime, pet comfort, and household organization.

We aim to offer a variety of options for pet owners with different preferences, living environments, and everyday requirements.

Who operates Selvynne?

Selvynne is owned and operated by Shanghai Yuanxi Zhisuo Intelligent Technology Co., Ltd.

The company manages the online store, maintains product information, coordinates customer purchases, arranges order fulfillment, and provides customer service.

Our official business and contact details are provided at the end of this page.

Where can I check product specifications?

You can find product-specific information on the corresponding product page.

Depending on the item, the listing may contain:

• Materials and construction details.

• Product dimensions and weight.

• Available colors, sizes, and design variations.

• Product features and intended applications.

• Included accessories and components.

• Assembly or installation requirements, where applicable.

• Recommended cleaning and maintenance instructions.

We recommend checking these details before purchasing, particularly when choosing products for pets with specific size requirements or individual needs.

If you need additional information that is not displayed on the product page, please contact service@selvynne.com.

How should I care for my pet products?

Maintenance requirements depend on the product's material, construction, and intended function.

For general care, we recommend following the product-specific instructions, using suitable cleaning methods, and avoiding substances or handling practices that could damage the item.

For products containing removable, adjustable, or movable components, please follow the relevant assembly and usage guidelines.

When using toys or accessories with pets, consider their size, behavior, and chewing habits. Supervise use where appropriate and discontinue use if an item becomes damaged or presents a potential safety concern.

If a product arrives damaged, has a visible defect, or appears unsafe, please stop using it and contact our customer support team.

Orders and Payments

How can I place an order?

Purchasing from Selvynne involves just a few steps:

1. Browse our available pet product collections.

2. Open the product page to review its description, dimensions, features, and available variations.

3. Select your preferred option and quantity.

4. Add the item to your shopping cart.

5. Continue to checkout and enter your shipping and billing information.

6. Review your selected products, delivery charges, applicable taxes, and total amount.

7. Complete your purchase using one of the payment methods displayed at checkout.

After successfully submitting an order, an acknowledgment will generally be sent to your checkout email address.

How can I check whether my order was successful?

Once checkout is completed, you should receive an order confirmation email from Selvynne.

If the email does not appear in your main inbox, please check your spam, junk, or promotions folders.

If you still cannot find the confirmation, email service@selvynne.com with the email address used during checkout.

Our customer support team can help review the available purchase information.

Can I change my order after completing payment?

If you need to update the selected product, quantity, variation, contact information, or delivery address, please get in touch with us as soon as possible.

Send an email to service@selvynne.com containing your order number, checkout email address, and the changes you would like to request.

We will check the current order status and make reasonable efforts to assist before fulfillment progresses.

Please understand that order preparation may begin shortly after payment confirmation. Changes cannot be guaranteed once warehouse picking, packaging, fulfillment, or shipment has started.

Can I cancel an order?

Yes. You may contact our customer service team to request cancellation.

We will check the processing status to determine whether the order can still be cancelled.

If the order has already entered fulfillment or been dispatched, cancellation may no longer be possible.

For an approved cancellation where payment has already been collected, the applicable refund will be returned to the original payment method within 5–10 business days after approval.

If the package has already been shipped, please consult our Return & Refund Policy for the available options after delivery.

What payment methods can I use?

The payment methods supported for your purchase will be shown on the checkout page.

Available options may vary according to your location, the payment provider, and the payment services enabled by our store.

Before confirming your purchase, please check that your billing information is correct and review the final payable amount.

Is it safe to pay through the Selvynne website?

Our online store may use independent third-party payment providers to facilitate transactions.

When payment credentials are collected and processed directly by those providers, Selvynne does not retain complete card numbers, card security codes, or full payment authentication credentials within its own systems.

For more information about personal information processing, please read our Privacy Policy and the applicable payment provider's privacy documentation.

What should I do if my payment does not go through?

If your transaction is declined or unsuccessful, we recommend:

1. Checking that your billing details have been entered correctly.

2. Confirming that your payment method is valid and available.

3. Contacting your bank, card issuer, or payment provider if necessary.

If you are uncertain whether your order was successfully submitted, please contact our customer service team before attempting another payment.

For security reasons, never send full card numbers, card security codes, account passwords, or authentication codes through email.

Shipping and Delivery

How long does order processing take?

Orders are generally prepared for dispatch within 1–3 business days after payment confirmation.

This preparation period covers order verification, inventory checks, packaging, and coordination with our delivery partners.

Please remember that order processing time is separate from the actual shipping transit period.

Public holidays, promotional campaigns, and periods of unusually high order volume may occasionally affect preparation times.

What shipping methods and charges are available?

For eligible orders delivered to addresses within the United States, the following shipping arrangements apply:

Shipping Method	Cost	Qualifying Order Amount	Estimated Transit
Standard Shipping	$3.99 USD	Discounted merchandise subtotal of $0.00–$39.96	7–15 business days
Free Standard Shipping	FREE	Discounted merchandise subtotal of $39.97 or more	7–15 business days
Express Delivery	$6.99 USD	Eligible orders and destinations	7–10 business days

Shipping transit estimates begin after the order has been dispatched. They do not include the usual 1–3 business day preparation period.

How do I qualify for free shipping?

Selvynne provides complimentary standard shipping for eligible US orders with a merchandise subtotal of $39.97 or more after discounts.

The qualifying amount is calculated after applicable promotional offers have been deducted.

Shipping fees and taxes are excluded from the merchandise subtotal calculation.

For example, if your original merchandise total meets the free shipping threshold but promotional discounts reduce the final merchandise subtotal below $39.97, the standard shipping charge of $3.99 will apply.

Please note that free standard shipping does not cover Express Delivery.

Is express shipping available?

Yes, Express Delivery may be offered for selected purchases and eligible US delivery destinations.

The additional shipping charge is $6.99 USD, with an estimated transit period of 7–10 business days after dispatch.

The express shipping option will appear during checkout when available for your order.

The estimated delivery period does not include the normal order preparation time.

Are the estimated delivery dates guaranteed?

No. All delivery periods are estimates based on normal shipping and transportation conditions.

Actual arrival times may be affected by several factors, including:

• Carrier schedules and operational capacity.

• Severe weather conditions.

• Public holidays.

• Transportation or logistics interruptions.

• Customs procedures where applicable.

• Conditions affecting particular delivery destinations.

If you need an item by a specific date, we recommend allowing sufficient time for both order preparation and shipping transit.

Where are orders shipped from?

Selvynne works with fulfillment facilities, warehouse partners, and shipping providers to prepare and deliver customer purchases.

The actual dispatch location depends on product availability, inventory arrangements, the destination address, and the fulfillment process.

Unless a particular shipping origin has been expressly confirmed for your purchase, we cannot guarantee dispatch from a specific warehouse.

If an order contains multiple products, the items may occasionally be shipped in separate packages.

How can I follow my delivery?

After dispatch, we will generally send a shipping confirmation email once tracking information becomes available.

Depending on the shipment, the email may contain:

• A tracking reference number.

• The relevant carrier's information.

• A link to the tracking page.

Please allow several business days for the initial tracking information to appear in the carrier's system.

What if my order is taking longer than expected?

If your package has exceeded the estimated delivery period, the tracking status has not changed for an unusually long time, or you suspect a shipment problem, please contact:

service@selvynne.com

Include your order number and any available tracking information.

Our team will review the shipment records and contact the relevant delivery provider where appropriate.

For confirmed lost shipments or other qualifying delivery problems, we will determine an appropriate solution. Depending on the circumstances, this may involve a replacement or refund.

My tracking says delivered, but I cannot find my package. What should I do?

We recommend checking the following locations first:

• Your usual delivery location.

• Other household members or authorized recipients.

• Building reception or mailroom facilities.

• Secure areas where the carrier may have left the parcel.

You may also check whether the carrier has provided a delivery photograph or additional delivery notice.

If the package remains missing, contact us with your order number and tracking details.

We will review the available delivery records and investigate with the shipping provider where appropriate.

A tracking status marked as "Delivered" does not automatically prevent you from requesting assistance with a missing package.

Returns and Refunds

What is Selvynne's return policy?

Selvynne provides a 180-Day Return Guarantee for eligible purchases.

Customers may submit a return request within 180 calendar days following the delivery date, subject to the conditions described in our Return & Refund Policy.

This extended period gives customers additional flexibility when evaluating their purchased pet supplies and accessories.

Please note that our return guarantee does not automatically include free return shipping for every request.

For complete eligibility requirements and return procedures, please refer to our Return & Refund Policy.

Can I return an item if I change my mind?

Eligible change-of-mind returns may be requested within the 180-day return period.

Returned merchandise should generally meet the following conditions:

• The product remains unused and in its original condition.

• All originally supplied components and accessories are included.

• The product has not been damaged or modified after delivery.

• Original packaging is included where available or required by the applicable return conditions.

Products that have been used, altered, damaged after delivery, or returned with missing components may not qualify for voluntary change-of-mind returns.

These conditions do not automatically exclude claims involving merchandise received damaged, defective, incorrect, incomplete, or materially inconsistent with its advertised description.

How do I start a return?

Please email your return request to:

service@selvynne.com

Include the following information:

• Your order number.

• Your full name and checkout email address.

• The product you would like to return.

• The reason for the request.

• Relevant photographs or videos, if they help explain the issue.

Our customer support team will review your request and provide the appropriate return procedure.

Where should I send my returned product?

Before returning merchandise, you must contact our customer support team and obtain the relevant authorization and shipping instructions.

The designated return facility may be different from our company's registered business address.

Please do not send products to our business address unless our support team has specifically confirmed that it is the correct return destination.

We also recommend keeping your return shipping receipt and tracking number until the process has been completed.

Who pays for return shipping?

For eligible returns resulting from a change of mind or personal preference, customers are generally responsible for return transportation costs.

Original outbound shipping charges may not be refundable unless applicable law requires otherwise or an exception is approved by Selvynne.

If merchandise is confirmed to be defective, damaged during shipping, incorrectly supplied, incomplete, or materially different from its description, Selvynne will arrange an appropriate resolution without additional costs to the customer.

Where a physical return is necessary to address a confirmed issue, we will arrange shipping at our expense or provide instructions for reimbursement of an agreed return shipping cost.

Please contact us before purchasing return postage.

What if my pet product arrives damaged or incorrect?

If your purchase arrives damaged, defective, incomplete, incorrectly supplied, or materially different from the advertised product, please contact our support team as soon as reasonably possible.

Email: service@selvynne.com

Please provide:

• Your order number.

• A description of the problem.

• Relevant photographs or videos, where appropriate.

After reviewing the information, we will determine a suitable resolution, which may include a replacement, refund, or authorized return arrangement.

Customers will not be required to pay additional costs to resolve a confirmed issue of this nature.

How long does a refund take?

Approved refunds are returned to the original payment method according to the following processing periods:

Refund Situation	Processing Period
Return requiring inspection	Within 5–10 business days after receipt and inspection of the returned product
Refund approved without a return	Within 5–10 business days after approval
Approved order cancellation	Within 5–10 business days after cancellation approval

These timeframes refer to the internal refund processing period handled by Selvynne.

Your bank, card issuer, or payment provider may need additional time to make the funds available in your account.

If the applicable processing period has passed, please contact our customer service team with your order information so that we can review the refund status.

Our voluntary return guarantee does not limit mandatory consumer rights or protections.

Customer Service and Support

How can I get in touch with Selvynne?

Our customer support team can help with product information, order status, shipping questions, payment concerns, returns, refunds, and other shopping-related matters.

Customer Support Email:
service@selvynne.com

Customer Service Phone:
+86 21 50833588

Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM Eastern Time (ET)

Typical Response Time:
1–2 business days

Response times may vary depending on the number of inquiries received and the nature of each request.

For questions about an existing purchase, please include your order number and the email address used during checkout.

If your question concerns a particular pet supply or accessory, please provide its product name and describe the information you need.

Company Information

Brand Name:
Selvynne

Company Name:
Shanghai Yuanxi Zhisuo Intelligent Technology Co., Ltd.

Business Address:
Southwest Area, 3rd Floor, No. 2123 Pudong Avenue, China (Shanghai) Pilot Free Trade Zone, Shanghai, China.

Customer Support Email:
service@selvynne.com

Customer Service Phone:
+86 21 50833588

Important Information About Returns

The business address listed above is provided for company identification and business correspondence.

It is not an authorized merchandise return destination unless our customer service team has specifically confirmed otherwise.

Before