Orders are generally processed within 1–3 business days before shipment.

Once your order has been processed and dispatched, available tracking information will be provided.

Estimated delivery within the United States is generally 5–10 business days after order processing is complete.

Delivery estimates may be affected by the destination, carrier conditions, holidays, weather, customs procedures, or other circumstances outside Elunovae's direct control.

Yes. Orders of US$34.99 or more qualify for free shipping.

For orders below the free-shipping threshold, any applicable shipping charge will be displayed at checkout before payment is completed.

Elunovae may use more than one fulfillment location. Depending on product availability, order requirements, and the delivery destination, an order may be dispatched from different fulfillment facilities or fulfillment partners.

As a result, not every Elunovae order will necessarily originate from the same location.

Yes. Once your order has shipped and tracking becomes available, shipping confirmation and the available tracking details will be provided.

Please allow some time after shipment for the tracking information to become active.

Carrier tracking can occasionally take additional time to update.

If tracking has not changed for an extended period or your package appears significantly delayed, contact service@elunovae.com .

Please include your order number and the email address used when placing the order so our customer support team can review the available shipment information.

Orders may be changed or cancelled before they have shipped. Contact service@elunovae.com as soon as possible if you need to request a change or cancellation.

Once an order has shipped, changes or cancellations may no longer be possible. Where applicable, you may request a return after delivery in accordance with our Return & Refund Policy.

Eligible purchases may be returned within our 180-day return window, measured from the date of delivery and subject to the conditions in our Return & Refund Policy.

Before sending any item back, contact service@elunovae.com .

Please include your order number, the product you wish to return, and the reason for your return request.

Our customer support team will review the request and provide the applicable return instructions and the appropriate return address.

Do not send returns to our business registration address or to any other address that has not been provided or confirmed by our customer support team.

For returns that are not related to a product quality issue, fulfillment error, damaged item, defective item, or incorrect product, the customer is responsible for the return shipping cost.

If an order arrives damaged, defective, incorrect, or materially different from its product description, Elunovae will provide an appropriate replacement, refund, or return solution at no additional cost to the customer where the issue is confirmed.

Contact service@elunovae.com and provide:

• Your order number
• The email address used for the order
• A brief description of the issue
• Clear photographs of the product
• Photographs of the packaging where relevant

After reviewing the information, Elunovae will provide the appropriate replacement, refund, or return solution at no additional cost where the reported issue is confirmed.

If a product, accessory, or included component appears to be missing, contact service@elunovae.com with your order number and details of the missing item.

Our customer support team will review the order and available fulfillment information and assist with the appropriate next steps.

Approved refunds are issued to the original payment method.

Elunovae will generally process an approved refund within 1–3 business days. After the refund has been issued, it generally takes an additional 5–10 business days to appear through the original payment method.

Actual posting times may vary depending on your bank, card issuer, or payment provider.

Our checkout uses encrypted connections to help protect information transmitted during the payment process.

Available payment methods are displayed directly during checkout.

The options shown at checkout are the payment methods currently available for your order and delivery destination.

Product-specific information is provided on the applicable Elunovae product page.

Depending on the dog toy, this may include dimensions, materials, product weight, included components, intended play style, care guidance, available options, and other relevant specifications.

Review the product description and specifications carefully before placing an order.

Consider your dog's size, play habits, chewing style, preferred activities, and the specifications shown on the individual product page.

Our main play categories include:

• Plush: soft, tactile toys designed for carrying, cuddling, interactive play, and gentler play styles.
• Rope: textured rope toys and easy-grip designs suited to tugging, carrying, and shared play.
• Bounce: active-play toys designed for chasing, fetching, rolling, and movement-focused play.

If you have a question about a specific item, contact service@elunovae.com and include the product name or product-page link.

Assembly or setup requirements vary by product. Most dog toys are ready for use after unpacking.

If a specific product requires setup or includes separate components, review the applicable product page and any instructions supplied with the product before use.

Always review the product dimensions, intended use, product-specific instructions, and any warnings before giving a toy to your dog.

Choose a toy that is appropriate for your dog's size and play style. Supervise play where appropriate and inspect toys regularly for excessive wear, loose parts, tears, or other damage.

Remove a damaged toy from use if its condition could make continued play unsuitable. Product-specific instructions should take priority over the general information on this FAQ page.

We aim to present Elunovae products as clearly and accurately as possible.

Colors, texture, and surface appearance may vary slightly because of screen settings, photography, lighting, production batches, material characteristics, and normal manufacturing variation.

Review the product description, dimensions, materials, included components, and available options before ordering.

Care requirements vary according to the individual toy and its materials.

Follow the care guidance shown on the applicable product page or supplied with the product. Keep toys appropriately clean and dry, and inspect them regularly for signs of excessive wear or damage.

Where a toy is washable or requires a specific cleaning method, follow the product-specific instructions before cleaning.

You can contact our customer support team by email or phone.

Email: service@elunovae.com

Phone: +86 177 7083 0592

Support Hours: 9:00 AM–6:00 PM Pacific Time

Website: elunovae.com

For questions about an existing order, include your order number and the email address used when placing your order.

Elunovae is operated by Wuhan Shi Miguiyuan Wangluo Keji Youxian Gongsi (Wuhan Miguiyuan Network Technology Co., Ltd.).

Unified Social Credit Code: 91420116MAEFPKKP9D

Brand Representative: Hou Suhui

Business Address: Room 3, 3rd Floor, Building 12, Tianwangli, No. 33 Helu Street, Tianhe Subdistrict, Huangpi District, Wuhan, Hubei, China

The company is responsible for the operation of elunovae.com, including online store operations, order processing, customer service, and related e-commerce activities.