After payment confirmation and any necessary order, payment, or fraud-prevention review, your order enters our fulfillment process.

Processing time can vary depending on product availability, order volume, warehouse location, product size, packaging requirements, and seasonal demand.

Processing time and carrier transit time are separate stages. A shipping or tracking notification generally indicates that the order has moved into the dispatch stage.

Estimated delivery timing depends on the product, destination, fulfillment location, shipping method, and carrier selected for the order.

Where an estimated delivery range is provided during checkout, in an order confirmation, or in shipment information, that estimate should be treated as an expected range rather than a guaranteed arrival date.

Weather conditions, carrier disruptions, customs processing, remote destinations, public holidays, peak shopping periods, and circumstances outside our reasonable control may affect delivery timing.

Available shipping methods and applicable shipping charges are calculated or displayed during checkout based on the order, destination, and available delivery services.

Please review the shipping charge and final order total before submitting payment.

Depending on inventory availability, product type, package size, destination, and fulfillment requirements, Neroventiss™ orders may be dispatched from different fulfillment facilities or logistics partners.

The physical shipping origin shown on a parcel may therefore differ from the registered business address of Shanghai Zhengliujuan Network Technology Co., Ltd.

Products within the same order may occasionally be fulfilled separately and may arrive at different times.

When tracking information becomes available, shipment details are generally sent to the email address associated with the order.

A carrier may require additional time after a shipping label is created before the first tracking movement appears.

The carrier used for an order may vary depending on the product, shipment size, fulfillment location, destination, and available shipping service.

Please review your recipient name, street address, apartment or unit number, postal code, telephone number, and other delivery information carefully before submitting your order.

If you discover an error after ordering, contact service@neroventiss.com as soon as possible. We will make reasonable efforts to update the information before fulfillment begins.

Address changes cannot be guaranteed once an order has entered processing, packing, shipment preparation, or carrier handling.

Certain pet beds, cat houses, feeding furniture, furniture components, or larger items may require oversized packaging or more than one parcel.

If an order is divided into multiple shipments, packages may arrive on different days and may have separate tracking numbers.

Availability for P.O. boxes, military addresses, territories, islands, remote locations, or other special delivery addresses depends on the product, parcel dimensions, destination, and carrier options available at the time of purchase.

Larger pet furniture may require a physical street address where the applicable carrier cannot deliver oversized parcels to a P.O. box.

Temporary gaps in tracking updates can occur while parcels move between warehouses, sorting facilities, carriers, or regional delivery networks.

If tracking has not updated for an extended period or the shipment appears significantly delayed, contact us with your order number. Our team can review the available shipment information and, where appropriate, work with the carrier or fulfillment provider.

If a shipment appears to have been lost in transit, contact customer support with your order number and any available tracking information.

After the available tracking details and delivery circumstances have been reviewed, we will advise you of the appropriate next step in accordance with the applicable store policy.

If tracking shows “Delivered” but you cannot locate the parcel, first check the delivery area, mailbox, building reception, household members, neighbors, garage, side entrance, and other safe locations where the carrier may have placed the shipment.

A carrier's “Delivered” status does not automatically prevent us from reviewing the circumstances. If the parcel still cannot be located, contact us with your order number.

Please contact us promptly if a pet bed, cat retreat, feeding station, furniture piece, component, or other product arrives damaged, incomplete, incorrect, or materially different from the item ordered.

To help our team review the matter, please provide:

• Your order number.
• A clear description of the issue.
• Photographs or videos showing the product and the affected area.
• A photograph of the exterior packaging and shipping label where available.
• For furniture with multiple components, a description of any missing part or hardware.

Once the available information has been reviewed, our support team will advise you of the appropriate resolution under the applicable store policy.

Where delivery to an international destination is available, the applicable shipping options will generally be displayed during checkout.

International shipments may be subject to customs duties, import taxes, brokerage charges, handling fees, or similar government or carrier charges depending on the destination.

Unless checkout or another applicable store notice expressly states that such charges are included, charges imposed by customs authorities, governments, brokers, or carriers are generally outside Neroventiss™'s control.