Frequently Asked Questions (FAQ)

Welcome to Virelune Pets' FAQ section. Below, you can find helpful information about ordering, payment, shipping, order changes, and after-sales support.

If your question is not covered here, please contact our customer support team at support@virelunepets.com. To help us assist you efficiently, please include your order number and the email address used when placing your order.

Ordering & Payments

How can I use a discount code?

You can redeem an eligible promotional or discount code during checkout.

First, select the item you would like to purchase and add it to your shopping cart. When you are ready, proceed to checkout using the available debit/credit card or PayPal payment option.

If you are shopping on a mobile device, tap “Show order summary” to locate the discount code field. On a desktop computer, the promotional code box will normally appear on the right-hand side of the checkout page.

Enter your code and apply it before completing your payment. Once the discount has been successfully applied, you may continue checkout using PayPal or your preferred eligible credit/debit card.

Which payment methods are available?

We provide several secure payment options for your convenience, including:

• PayPal
• Visa
• MasterCard
• American Express (AE)
• Diner's Club
• Most major credit and debit cards
• Apple Pay
• Google Pay

What does shipping cost?

Standard worldwide shipping is generally USD $5.99.

Actual shipping charges may differ depending on the destination and any promotional offers available at the time of purchase. The applicable shipping fee will always be displayed during checkout before you finalize your order.

Shipping & Delivery

Do you ship internationally?

Yes. We provide worldwide shipping.

As an international business, we work with fulfillment facilities in different locations. Where possible, our logistics team will arrange shipment from the most suitable available warehouse according to the customer's destination to help facilitate efficient delivery.

When should I expect my order?

After your order has been processed and dispatched, estimated delivery generally takes approximately 10–20 business days.

How do I track my shipment?

After your package leaves our facility, a shipping confirmation email containing your tracking number will be sent to you.

You can use the tracking number to follow the shipment through a universal parcel-tracking service such as 17TRACK.

Why hasn't my tracking status changed?

Tracking information may require approximately 24–48 hours after the shipping confirmation is issued before new details appear in the carrier's system.

During transportation, it is also possible for tracking information to remain unchanged for several days while a parcel moves between carrier facilities or logistics hubs. This does not necessarily indicate a problem with the shipment.

Why did I receive only some of the products from my order?

Orders containing multiple products may occasionally be divided into more than one shipment.

For faster fulfillment, individual products may be sent separately from different warehouses. When this occurs, each parcel will have its own tracking number, and the relevant tracking information will be sent to your email address.

Order Changes & Cancellations

Can I update my shipping address, recipient name, or telephone number?

Please contact us as quickly as possible because order information can only be changed within a limited period.

Email support@virelunepets.com and use “Urgent: Address Change” as the subject line.

Please provide:

• Your order number
• The email address associated with your order
• The complete and corrected shipping details

We will make every reasonable effort to update the information if fulfillment has not yet begun.

Once an order has already been shipped, we cannot modify its delivery information. In this situation, we recommend contacting the shipping carrier directly to determine whether any delivery adjustments are available.

Can I change the size, color, quantity, or other items in my order?

Requests to modify products must also be submitted as soon as possible.

Please contact support@virelunepets.com with “Urgent: Order Change” in the subject line and include:

• Your order number
• Your order email address
• A clear explanation of the change you are requesting

We can only make adjustments before the order enters the fulfillment process. Because orders may move into fulfillment quickly, the period available for making changes can be very short.

Is it possible to cancel an order?

An order may be canceled provided that it has not yet been dispatched. A small handling charge may apply to the cancellation.

Once the shipment has already been sent, the order is no longer eligible for cancellation.

After-Delivery Support

My product arrived damaged. What should I do?

We apologize if your order reaches you in damaged condition.

Please contact support@virelunepets.com so our customer service team can review the situation. Your message should include:

• Your order number and order email address
• Clear photographs or a video showing the damaged product
• A photograph showing the shipping label attached to the parcel

Providing this information will help our team evaluate the issue and assist you more efficiently.

What should I do if my product appears to have a quality problem or defect?

Product quality is important to us, and we regret any situation in which an item does not meet the expected standard.

Please email support@virelunepets.com and provide:

• Your order number and order email address
• A detailed explanation of the problem
• Clear photographs or a short video showing the defect

Our support team will review the information provided and assist you accordingly.

What happens if I receive an incorrect product or something is missing?

If your package contains the wrong item or part of your order is missing, please contact us at support@virelunepets.com.

To help us investigate and resolve the matter, please include:

• Your order number
• Your order email address
• A photograph or video showing the incorrect product received, where applicable
• Details of any product(s) missing from your order

Our customer service team will review the information and work with you toward a resolution.

Account & Communication

I haven't received my order confirmation. What should I do?

Please begin by checking your spam, junk, or promotional email folders, as automated order emails may occasionally be filtered there.

If you still cannot locate your confirmation, contact support@virelunepets.com and provide the email address you believe you entered during checkout. Our support team can help locate your order and resend the confirmation.

I still haven't received a tracking number. What should I do?

Tracking details are normally issued approximately 1–2 business days after your order has been processed.

If more time has passed and you still have not received your tracking information, please check your spam or junk email folder first. If the message is not there, contact our customer service team for assistance.

Contact Us

If you need additional assistance regarding your order, shipping, payment, or product, please contact us using the details below.

Contact Email:support@virelunepets.com
Customer Service:+1 (213) 664-0364
Company Name:Hongkong Flying Ideal Limited
Company Address:Room 917B, Block A, 9/F, New Mandarin Plaza, No. 14 Science Museum Road, Tsimshatsui, Kowloon, Hong Kong