Frequently Asked Questions

Frequently Asked Questions

Got questions? We've got answers! If you don't find what you're looking for here, feel free to contact us.

📦 Orders & Shipping

How long does shipping take?
Most orders are processed within 1–3 business days. Delivery typically takes 7–15 business days depending on your location.

Do you ship internationally?
Yes! We ship to most countries worldwide. Shipping times and costs may vary by destination.

How do I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. You can use it to track your package at any time.

Can I change or cancel my order?
Orders can be modified or cancelled within 12 hours of placement. Please contact us immediately at abojaberyahya614@gmail.com if you need to make changes.

🔄 Returns & Refunds

What is your return policy?
We accept returns within 30 days of delivery for items in their original, unused condition. Please visit our Refund & Return Policy page for full details.

My item arrived damaged. What do I do?
We're so sorry! Please email us at support@nexivo.com with your order number and a photo of the damaged item. We'll make it right immediately.

How long do refunds take?
Once your return is received and approved, refunds are processed within 5–7 business days to your original payment method.

🛍️ Products

Are your products safe for pets?
Absolutely. We only stock products made from pet-safe, non-toxic materials. All products are carefully reviewed before being added to our store.

How do I choose the right size for my pet?
Each product page includes size guides and recommendations. If you're unsure, feel free to contact us and we'll help you choose the right fit.

Do you restock sold-out items?
Yes, most items are restocked regularly. You can contact us to ask about a specific product's availability.

💳 Payments

What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, Amex), PayPal, and other secure payment methods available at checkout.

Is my payment information secure?
Yes! Our store uses SSL encryption and secure payment processing to keep your information safe at all times.