FAQ

Welcome to the AVERAE Help Center.

We understand that you may have questions before or after placing an order. Here you'll find answers to common questions about shopping with AVERAE, including products, payments, shipping, order tracking, returns, and refunds.

If you need further assistance, our customer support team is here to help.

1. Orders & Purchases

How can I place an order?

Browse our collections, select your preferred product, choose the available options, and add the item to your cart. Follow the checkout instructions to complete your purchase.

Will I receive an order confirmation?

Yes. After successfully placing an order, you should receive an order confirmation email containing your order details.

Can I change or cancel my order?

If you need to change or cancel an order, contact us as soon as possible at support@averae.com. We cannot guarantee changes or cancellations once an order has entered processing or has been shipped.

What should I do if I enter the wrong shipping address?

Contact us immediately with your order number and the correct address. Address changes cannot be guaranteed after an order has entered processing or has been shipped.

2. Shipping & Delivery

Where does AVERAE ship?

AVERAE currently offers shipping to customers in the United States.

Is shipping free?

Yes. We offer free standard shipping on eligible orders within the United States.

How long does order processing take?

Orders are generally processed within 1–3 business days after payment confirmation.

How long does delivery take?

Our estimated delivery time is:

  • Standard Shipping: 7–12 business days.

  • Extended Delivery Estimate: 8–15 business days.

Delivery times are estimates and may vary depending on the destination, shipping carrier, weather, holidays, and other circumstances.

Will I receive tracking information?

When tracking is available, shipping information will be sent to your email after your order has been dispatched.

Why hasn't my tracking information updated?

Tracking information may take some time to update after the shipping carrier receives and scans your package. If the tracking status remains unchanged for an extended period, contact our support team.

3. Products & Sizing

How do I choose the right size for my pet?

Please review the size chart and product measurements on the individual product page before placing your order. We recommend measuring your pet carefully and comparing the measurements with the size guide.

What if the product does not fit my pet?

If your purchase does not fit as expected, you may request a return within our 30-day return window, subject to the conditions in our Return & Refund Policy.

Are product colors and appearances exactly as shown?

We aim to display product images and descriptions as accurately as possible. However, slight variations may occur due to lighting, photography, or individual screen settings.

4. Payments & Checkout

What payment methods does AVERAE accept?

We accept the following payment methods, subject to availability at checkout:

  • Visa

  • Mastercard

  • Maestro

  • American Express

  • JCB

  • Visa Electron

  • Discover

  • Diners Club

What currency does AVERAE use?

Our product prices are displayed in United States Dollars (USD), unless otherwise stated.

What should I do if my payment is declined?

Check your payment details and available funds. If the issue continues, contact your bank or card issuer, or try another payment method available at checkout.

Is my payment information secure?

Payments are processed through the payment services available at checkout. Please enter your payment information only through our website's secure checkout process.

5. Returns & Refunds

What is AVERAE's return window?

We offer a 30-day return window from the delivery date, subject to our Return & Refund Policy.

How do I request a return?

Email support@averae.com with your order number, the product name, and the reason for your return. Please wait for return instructions before sending an item back.

How long does a refund take?

Once your returned item has been received, inspected, and approved, we will process your refund within 10 days.

Your bank or payment provider may require additional time to display the refunded amount.

What if I receive a damaged, defective, or incorrect product?

Contact us as soon as possible at support@averae.com. Include your order number and clear photographs of the issue so our team can review your request.

Where will my refund be sent?

Approved refunds are generally issued to the original payment method used for the purchase.

6. Customer Support

How can I contact AVERAE?

You can reach our customer support team through:

What are your customer support hours?

Monday–Friday, 09:00 AM–05:00 PM Eastern Time (ET).

We are closed on weekends and public holidays.

How can I get help with an existing order?

Email us with your order number and a brief description of your question. This will help our team assist you more efficiently.

7. Still Have Questions?

Didn't find the answer you were looking for?

Our customer support team will be happy to help.

Email: support@averae.com

Phone: +1 323-790-6922

Support Hours: Monday–Friday, 09:00 AM–05:00 PM Eastern Time (ET).

Thank you for choosing AVERAE.

Love Every Paw. Celebrate Every Moment.