FAQs

For more questions about the 2.0 Self-Cleaning Litter Box (Product Code: QP23Z01), please visit https://www.dvpets.com/pages/avada-faqs

For installation and usage videos of the 2.0 Self-Cleaning Litter Box (Product Code: QP23Z01), please visit https://www.dvpets.com/pages/self-cleaning-cat-litter-box-max-installation-video

Customers can obtain technical support through the following methods:
By sending an email to our support team at support@dvpets.email
Solve problems by looking at product care

We offer multiple support channels to cater to our customers' needs:Email Support: Send questions or issues to support@dvpets.email, and we'll respond promptly. Connect with us on social media: Instagram: https://www.instagram.com/der_vierbeiner?igsh=dnltbW85YTNnaWti&utm_source=qr
YouTube: https://www.youtube.com/@DERVIERBEINER-sq6st

Our support team is available during the following hours:
Monday to Friday: 9:00 AM to 5:00 PM (local time)
Weekends: Closed
If you require assistance outside of business hours, you can send an email, and we'll respond during business hours.

If you receive a product that is damaged or has a defect during transit, please take the following steps:Take clear photos of the damaged or defective product.Send an email to support@dvpets.email, including product photos and a detailed description of the issue.Our customer support team will contact you promptly to assist with the resolution. Depending on the situation, we may offer options such as a refund, replacement, or repair.

We currently do not offer order pickups from our warehouse. All orders are shipped to the provided delivery address.

To change your delivery address, please contact our customer support team at support@dvpets.email as soon as possible before your order ships. They will assist you in updating your address details.

Your order confirmation email is typically sent to the email address you provided during the checkout process. Please check your inbox, spam or junk folders, as it might have been filtered there. If you still can't locate it, please contact our customer support team, and they will resend it.

If your order hasn't arrived within the expected delivery timeframe, please:
1.Check the tracking information provided in your shipping confirmation email for the latest status.
2.Verify the shipping address to ensure accuracy.
3.Contact our customer support team at support@dvpets.email for further assistance.

We partner with reliable delivery services to ensure your order reaches you. If you haven't received communication from the delivery company, please check your spam/junk folder, and also consider tracking your order using the tracking information provided in your shipping confirmation email.

Occasionally an item is sold out, yet still appears available online. Our customer service team will contact and inform you regarding such matters. We will only ship the items you ordered that are available and include details about any excluded items and provide a refund. There will also be occasions where an item has come to the end of its life cycle and has been discontinued. In this case, there may not be further stock available of the item, but please speak to our customer service team who will happily help you look for an alternative piece that will look just right in your home.

Delivery times may vary based on your location and the shipping method selected during checkout. Generally, orders are processed and shipped within 2-3 business days, and standard shipping typically takes 5-7 business days. Please refer to your shipping confirmation email for tracking information and estimated delivery dates.

Customers can make payments through our website using the following methods:
Credit or Debit Cards (Visa, MasterCard, American Express, etc.)
PayPal
Apple Pay
Google Pay
Other accepted payment methods specified during checkout.

We regularly offer discounts, promotions, and special offers. To stay updated on our current promotions, please visit our website's "Promotions" or "Deals" section, or subscribe to our newsletter for exclusive offers.

Our payment policy includes the following key points:
1.Payment is required at the time of purchase.

2.We accept various payment methods for your convenience.

3.All payments are processed securely to protect your financial information.

4.We adhere to industry-standard security measures to ensure safe transactions.
See PAYMENT OPTION for details.

Yes, it is safe to use your credit card on our website. We prioritize the security of our customers' financial information. We utilize industry-standard encryption technologies and follow strict security protocols to safeguard your payment details.

Payment failures can occur for various reasons, including insufficient funds, incorrect card information, or security measures by your card issuer. If your payment fails, please double-check your payment details, ensure sufficient funds, or contact your card issuer. If the issue persists, contact our customer support for assistance.

We currently don't offer any financing options, but we are working on having this option available to you in the future.

We sincerely apologize for the inconvenience. If you have received the wrong item in your order, please contact our customer support team immediately at support@dvpets.email. We will work to resolve this issue promptly and ensure you receive the correct item.

To care for your product and ensure its longevity, please follow the care instructions provided in the product's user manual or on the product page of our website.

If you have received your order, and certain parts are missing, we apologize for the oversight. To request missing parts, please follow these steps:
1.Contact our customer support team at support@dvpets.email.

2.Provide your order number and a clear description of the missing parts.

3.Our team will assist in arranging the shipment of the missing parts to you promptly.

All questions about our product are on the Product Care page.

https://www.dvpets.com/pages/self-cleaning-cat-litter-box-max-installation-video

We offer a 12-months warranty, and our after-sales staff will give you detailed answers to any questions you may have.

Refund processing times may vary depending on your payment method and financial institution. Generally, refunds are processed within 5 to 7 business days from the date of approval. However, it may take additional time for your financial institution to reflect the refund in your account. We recommend checking with your bank or card issuer for specific timelines.

We can process refunds only to the original payment method used for the purchase. This policy helps ensure the security and accuracy of refund transactions. If your credit card or debit card number has changed, but is for the same account used at the time of purchase (e.g., a new card has been issued for the same account), please Contact us to verify, then refund will be processed to that account.

The refund process typically follows these steps:
1.Contact our customer support team at support@dvpets.email to initiate a refund request.
2.Provide your order details and the reason for the refund.
3.Our team will review and approve the refund request if it meets our refund policy criteria.
4.Once approved, the refund will be processed to the original payment method used for the purchase.
5.You will receive an email notification confirming the refund has been initiated.
6.The processing time for the refund to appear in your account may vary based on your financial institution, as mentioned earlier.

Our return policy allows customers to return products within 7 days of the purchase date. For detailed information about our return policy, please visit our "Shipping Info" page on our website. To start a return, you can contact us: support@dvpets.email

If you need to cancel your order, please contact us with your order details, including order number and full name, so we can cancel your order prior to processing. However, if your order has left our warehouse for shipping, you will have to incur the shipping and return fees. Once a refund is processed, it may take up to 14 working days to appear in your account depending on your banking institution.

If you need to make changes to an existing order, such as modifying the shipping address or adding/removing items, please contact our customer support team at support@dvpets.email as soon as possible. Our team will assist you in making the necessary changes, provided the order has not already been shipped. Please note that some changes may be subject to availability and additional charges.

To initiate a return, follow these steps:
1.Log in to your account on our website.
2.Navigate to the " Return and exchange" section.
3.Follow the instructions to request a return, providing details about the order for the return.
4.Once your return request is approved, you will receive a return confirmation email.

Customers can place an order on our website by following these steps:
1.Browse our product catalog and select the items you wish to purchase.
2.Add the selected items to your shopping cart.
3.Proceed to checkout, where you will enter your shipping information and payment details.
4.Review your order and confirm the purchase by clicking the "Place Order" button.

Our shipping process involves order processing, packaging, and delivery. The estimated shipping timeline depends on your location and the shipping method chosen during checkout. You can find specific shipping details, including delivery times, in the shipping information provided during the checkout process.

Yes, customers can track their orders. Once your order is shipped, you will receive a shipping confirmation email with a tracking number and a link to track the progress of your delivery. You can also log in to your account on our website to check the status of your order.

We partner with reputable shipping carriers to deliver your items. The delivery method may vary based on your location, but it will typically be handled by well-known courier services.

Shipping costs depend on several factors, including your location, the weight of the items, and the chosen shipping method. Shipping fees will be displayed during the checkout process before you complete your purchase. You can choose the shipping option that best suits your needs.

The delivery time for your order will vary depending on your location and the shipping method you select during checkout. You can find estimated delivery times provided during the checkout process before finalizing your order.

Yes, you can track the progress of your order using the tracking number provided in the shipping confirmation email. Click on the tracking link in the email or visit the carrier's website and enter the tracking number to get real-time updates on the status of your delivery.

No problem, please reach out to us via email and we can assist you with your question.