FAQ

Frequently Asked Questions

Simple Answers for Life with Pavunero

At Pavunero, we believe the little things should feel easier—from choosing the right everyday essentials for your pet to getting help when you need it.

Our philosophy, Better Days, Side by Side., extends beyond the products we create. We want every part of your experience with Pavunero to feel clear, thoughtful, and straightforward.

Below you’ll find answers to some of the questions we receive most often.

If you still need assistance, please contact us at support@pavunero.com.

For questions connected to an existing purchase, please include your Order Number—for example, 015SHOP-1218—and the email address used when placing the order. This helps our support team locate your information more quickly.

Orders & Payment

How can I use a discount code?

Discount codes can be entered during checkout whether you plan to pay with PayPal or a supported credit/debit card.

To apply your code:

  1. Choose the item you would like to purchase and select “Add to Cart.”

  2. Open your cart and proceed through “PAY WITH DEBIT/CREDIT CARD” to reach checkout. This checkout flow can also be used when selecting PayPal as your payment method.

  3. Enter your promotional code before completing payment.

If you’re shopping on a mobile device:
Open “Show order summary” to reveal the discount-code field.

If you’re shopping on desktop:
The promotional-code box will normally appear on the right-hand side of the checkout page.

Once the discount has been successfully applied, you can continue to payment using PayPal or your preferred eligible card.

Which payment options are available?

Pavunero supports a selection of widely used secure payment methods.

These may include:

  • PayPal

  • Visa

  • MasterCard

  • American Express

  • Diner’s Club

  • Most major credit and debit cards

  • Apple Pay

  • Google Pay

Availability may depend on your device, location, and checkout configuration.

What will I pay for shipping?

Our standard worldwide shipping charge is $5.99 USD.

The amount shown at checkout may differ depending on the delivery destination or any promotion available at the time of purchase.

You will always be able to review the applicable shipping fee at checkout before submitting payment.

Shipping & Delivery

Does Pavunero ship internationally?

Yes. We provide worldwide delivery.

Because Pavunero serves customers internationally, orders may be handled through different fulfillment facilities within our global logistics network.

Where possible, your order will be dispatched from the fulfillment location considered most efficient for your destination.

When should I expect my order to arrive?

After your order has been processed and shipped, estimated delivery is generally:

10–20 business days

Actual transit time may vary depending on the destination, local carrier operations, customs processing, and other transportation conditions.

How do I follow my shipment?

Once your package has been dispatched, we will send a shipment confirmation email containing its tracking number.

You can use that number to follow your parcel through a compatible universal tracking service such as 17track.net.

My tracking hasn’t changed. Is something wrong?

Not necessarily.

After a parcel is shipped, tracking systems can take approximately 24–48 hours to display the first update.

There may also be temporary gaps while your shipment is moving between carrier facilities or logistics checkpoints.

A short period without a new scan does not automatically mean the package has stopped moving.

Why did only part of my order arrive?

If your purchase contains multiple products, the items may occasionally be sent separately.

This can happen when products are available from different fulfillment locations and shipping them individually allows part of the order to reach you sooner.

Separate parcels will have separate tracking numbers. Tracking details for each shipment will be provided by email.

Changes & Cancellations

Can I update my shipping address, recipient name, or phone number?

Possibly—but timing is very important.

Please contact support@pavunero.com as soon as you notice that your delivery details need to be corrected.

Include:

  • Your Order Number, such as 071SHOP-112938

  • The email address used for your order

  • The complete corrected recipient and shipping information

We will make every reasonable effort to update the details if fulfillment has not yet progressed too far.

Once a package has already been shipped, its delivery information can no longer be changed by us.

Can I change the size, color, quantity, or product in my order?

Product changes also need to be requested immediately.

Email support@pavunero.com and provide:

  • Your Order Number

  • Your Order Email

  • A clear explanation of the item, size, color, or quantity you would like changed

We can only make adjustments while the order has not yet entered the fulfillment process.

Once fulfillment has begun, we may no longer be able to modify the contents.

Am I able to cancel an order?

Cancellation is only possible before the order has been dispatched.

If you would like to request cancellation, please contact us as quickly as possible.

A handling fee may apply to canceled orders.

Once the parcel has already shipped, cancellation is no longer available.

After Your Order Arrives

My item arrived damaged. What information do you need?

We want the products that become part of your pet’s everyday routine to arrive in the condition they should.

If something has been damaged during delivery, contact support@pavunero.com and send:

  • Your Order Number

  • Clear photographs or a video showing the damage

  • A photograph of the shipping label attached to the parcel

These details help our support team review the situation and assist you more efficiently.

What should I do if there appears to be a defect or quality problem?

If you believe your item has a manufacturing or product-quality issue, please contact support@pavunero.com.

Your message should include:

  • Your Order Number

  • Your Order Email

  • A clear explanation of the problem

  • Photographs or video showing the issue

The clearer the supporting information is, the easier it will be for our team to assess your request.

I received the wrong product, or something is missing from my order. What should I do?

Please let us know at support@pavunero.com so we can review what happened.

Include:

  • Your Order Number

  • Your Order Email

  • A photograph of any incorrect item you received

If an item is missing rather than incorrect, please list the product or products that were not included in your delivery.

Emails, Tracking & Order Communication

I never received my order confirmation. What should I do?

Start by checking your:

  • Spam folder

  • Junk folder

  • Promotions folder, if applicable

Sometimes automated order emails are filtered away from the main inbox.

If you still cannot find your confirmation, email support@pavunero.com with the name and email address you believe were entered during checkout.

Our support team can attempt to locate your purchase and resend the confirmation details.

My tracking number hasn’t arrived yet. When should I receive it?

Tracking information is normally issued approximately 1–2 business days after your order has been processed.

If that period has already passed, please check your spam or junk folder first.

If no tracking email can be found, contact support@pavunero.com for assistance.

Still Need a Hand?

Every Pavunero product is created around the everyday moments pets and people share—and we want the support around those products to feel just as considered.

If your question isn’t covered here, simply reach out.

Email:
support@pavunero.com

When contacting us about an existing order, remember to include your Order Number and Order Email whenever possible.

It helps us get to the right information faster.

Pavunero

Better Days, Side by Side.

Thoughtful essentials for pets and the homes they share.