Help Center
Everything you need to know about your Urelon experience
How long does shipping take?
Our standard shipping to the United States generally takes 7 to 14 business days once the order has been fully processed.
Do you offer free shipping?
Yes! We offer completely free shipping across our entire store for all domestic orders within the United States.
Where do you ship to?
Currently, we exclusively ship within the United States to guarantee proper tracking coverage and service quality for our clients.
How can I track my order?
As soon as your order leaves our fulfillment center, you will receive an automatic email containing your tracking number and a link to view its progress in real-time.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Apple Pay.
Is my payment information secure?
Absolutely. Our store is hosted on Shopify, which provides Level 1 PCI DSS compliance along with standard 256-bit SSL financial encryption protocols to keep your information safe.
Can I cancel my order?
Order cancellations or changes are only accepted within 12 hours of purchase. Once that timeframe passes, the items enter our fulfillment flow and cannot be modified.
Why haven't I received a confirmation email?
Please verify your email's spam or junk folders. If you still cannot find it, please contact our support desk to double-check if your contact data was entered correctly.
What is your return policy?
We feature a 30-day return window for unused products kept in their original packaging conditions.
My item arrived damaged, what should I do?
We are incredibly sorry to hear that. Please message us directly at support@urelon.com enclosing clear pictures of the issue within 48 hours of delivery.
How long do refunds take?
Following the inspection of your returned package, your refund will be applied back to your original payment method within 5 to 7 business days.
Do I have to pay for return shipping?
Unless the received item is genuinely defective or a logistical error occurred on our part, customers are responsible for regular return postage expenses.
Are your products safe for all pets?
Yes, item safety is our core priority. We only curate premium products crafted from non-toxic, pet-friendly, and durable components.
How do I choose the right size for my dog/cat?
Every distinct item page features its own specific size guide breakdown. We heavily suggest measuring your pet's dimensions before submitting an order.
Where are your products sourced from?
To balance premium designs with affordable market pricing, we source directly from certified international manufacturing facilities specialized in high-tier pet supplies.
The item I want is out of stock, when will it be back?
We routinely update and restock our trending inventories every 2 weeks. You can register for our email alerts to get immediate availability updates.
Do I need an account to place an order?
No account setup is required; you can finalize transactions smoothly as a guest. Setting up an profile simply allows you to monitor past purchases faster.
How do I contact customer service?
You can easily reach out using our direct Contact Us form or by messaging support@urelon.com. Our staff consistently updates inquiries within 24 hours.
Can I change my shipping address?
Please alert us immediately. If your item hasn't been prepared by our warehouse system yet, we will happily update the route details for you.
What if my package is marked as delivered but I didn't receive it?
We suggest confirming details with family members or nearby neighbors first. If the package remains lost 3 days after the delivery status update, please notify our assistance desk.
Do you offer wholesale or bulk discounts?
Yes, we accommodate bulk adjustments. For large volume business requests, please connect with us directly at support@urelon.com to get a custom breakdown.