FAQ
Ordering
Do I need an account to place an order?
No, you can place an order at Xolvago as a guest without creating an account. Registering an account allows you to conveniently manage your purchases, track orders, and review your order history.
Can I change or cancel my order?
You may request an order modification or cancellation within 48 hours of purchase. Please contact our customer support team as soon as possible. Changes and cancellations are subject to order processing and shipping status.
Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, and other secure payment methods available at checkout. Payment options may vary depending on your location.
Will I be charged additional fees?
All product prices are displayed in USD. Your bank or payment provider may apply currency conversion fees or international transaction charges.
Shipping
Where do you ship from?
Xolvago fulfills orders through international warehouses and shipping partners. Shipping locations may vary depending on product availability, inventory distribution, and delivery destination.
How long does shipping take?
Processing time: 1–3 business days
Shipping time: 7–14 business days
Delivery times may vary depending on your location, customs clearance, carrier operations, and seasonal shipping demand.
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information when available. You can use these details to monitor your package's delivery progress.
Delivery Issues
What if I entered the wrong address?
Please contact us within 48 hours of placing your order if you need to correct your shipping address. We will do our best to update the details before dispatch, but changes cannot be guaranteed once your package has shipped.
What if my order is marked delivered but not received?
Please verify your shipping address and check with household members, neighbors, or your local delivery carrier. If your package is still missing, contact Xolvago within 7 days of the reported delivery date so our support team can assist with investigating the issue.
Returns & Refunds
What is your return policy?
Xolvago offers a 30-day return policy for eligible pet grooming tools, protective wear, and related accessories.
To qualify for a standard return, products must generally be unused, unworn, unwashed, and in their original condition with original packaging and included accessories.
For hygiene and safety reasons, certain used grooming products or protective accessories may not qualify for change-of-mind returns. These restrictions do not affect your statutory rights concerning defective or incorrectly supplied products.
Who pays for return shipping?
Customers are generally responsible for return shipping costs when returning products due to personal preference, incorrect size selection, or a change of mind.
If you receive a defective, damaged, or incorrect product, Xolvago will review the issue and provide an appropriate resolution, including covering reasonable return shipping costs where applicable.
What if my item arrives damaged or defective?
Please contact our customer support team within 7 days of delivery whenever possible. Provide your order number, a description of the issue, and clear photographs of the affected product.
We will review your request and assist with an appropriate replacement, refund, or other available resolution. This reporting period does not limit any rights provided under applicable consumer protection laws.
Refunds
How long does it take to receive a refund?
Once your returned item has been received and inspected, we will notify you of the refund decision.
Approved refunds are generally processed within 5–10 business days to your original payment method. The actual time for funds to appear in your account may vary depending on your bank or payment provider.
Security
Is my payment secure?
Yes. Xolvago uses secure payment gateways and encrypted payment processing technologies to help protect customer payment information during checkout.
We are committed to maintaining a reliable shopping environment and handling customer information responsibly in accordance with our Privacy Policy.
Contact
How can I contact Xolvago customer support?
For questions about pet grooming equipment, protective wear, product sizing, order status, shipping, returns, or refunds, please contact our customer service team.
Email: service@xolvago.com
Customer Service: (+1) 6059456612
Response time: Within 24 business hours
We aim to provide clear, helpful assistance and a convenient shopping experience for pet owners.