If you are contacting us about an existing order, please include your order number and the email address used during checkout.

Providing these details helps our customer-support team locate your purchase and review your request more efficiently.

You can contact us at service@ravionary.com .

If you have questions about shipping, order status, tracking information, or delivery, please contact our customer-support team and provide your order number.

Tracking information may take time to update after a shipment has been processed by the carrier. In some cases, tracking events may not appear immediately after dispatch.

If your tracking information has not updated for an extended period or your parcel appears to be delayed, contact us so our team can review the available shipment information.

If an item arrives damaged, defective, incomplete, incorrect, or materially different from the product description, please contact us promptly.

Because ravionary™ offers pet travel, walking, and lifestyle products across different categories, product materials, dimensions, finishes, packaging, colors, and construction details may vary by item.

To help us review your request, please include:

• Your order number.
• A clear description of the issue.
• Clear photographs or videos showing the problem, where appropriate.
• A photograph of the shipping label and exterior packaging where relevant.
• Any additional information that may help us understand the issue.

Once the issue has been reviewed, our team will provide the appropriate next steps based on the circumstances of your order.

Pet products should always be selected according to the individual pet's size, body shape, weight, behavior, temperament, and intended use.

Before using carriers, travel accessories, walking products, wearable products, or other pet equipment, please review the applicable product information and sizing guidance.

Customers are responsible for determining whether a particular product is appropriate for their pet and intended activity.

Please contact our customer-support team before shipping any merchandise back to us.

Do not automatically send returns to our registered business address. Our registered company address is not automatically the return warehouse or return-processing location.

Once your return request has been reviewed and approved, customer support will provide the applicable return instructions and return destination.

Packages returned without authorization or sent to an incorrect address may not be accepted or processed.

If you need to request a change or cancellation, contact us as soon as possible after placing your order.

Once an order has entered processing, fulfillment, or shipment, we may not be able to modify or cancel it.

Submission of a cancellation or modification request does not guarantee that the requested change can be completed.

If you experience a payment issue during checkout or have questions regarding a completed payment, please contact our support team with your order information.

For your security, please do not send complete payment card numbers, passwords, security codes, or other sensitive payment credentials by email.

Customers may contact us regarding questions about personal information, account-related information, privacy requests, or information associated with an order placed through our store.

To protect customer information, we may request reasonable information needed to verify that a request relates to the correct customer or transaction.

We aim to respond to customer inquiries within 1–2 business days.

Requests requiring additional investigation with a shipping carrier, payment provider, fulfillment partner, return facility, or another relevant service provider may require additional review time.

Sending multiple messages regarding the same request may delay processing. Whenever possible, please continue communication within the same email thread.