Frequently Asked Questions

1. What does Jolvibe sell?

Jolvibe offers everyday supplies for cats and dogs, including pet beds, feeding accessories, grooming tools, walking gear, and toys. Available products and options may change over time.

2. How do I choose the right size for my pet?

Check the size chart and measurements on the product page before ordering. For items your pet wears, such as harnesses or raincoats, take the measurements listed for that item. Depending on the product, these may include neck circumference, chest circumference, or back length. For pet beds, check the sleeping area dimensions to see whether your pet has enough room to settle comfortably.

If you are unsure, email us with the product name and your pet’s measurements at service@jolvibe.com.

3. Where can I find materials, care instructions, and package contents?

Check the product page for available information about materials, dimensions, use, care, and what is included. Instructions may also come with the product, depending on the item.

If you are unsure which pieces or accessories come with your selected option, contact us before ordering.

4. Will the product look exactly like the photographs?

Lighting and screen settings can affect how colors and finishes appear. If you receive the wrong item or an item that differs materially from its description or photographs, contact us so we can review the issue.

5. How do I place an order?

Choose your product and any available options, such as size, color, or style. Select the quantity, add the item to your cart, and follow the checkout instructions. Review your selected items, delivery address, and total before paying.

6. Which payment methods are accepted?

The available payment methods are displayed at checkout. Your payment provider may apply separate conversion or transaction fees.

7. Can I change an option or cancel after ordering?

Contact us immediately with your order number and request details. We can make changes or cancel an order only before fulfillment begins, and we will confirm whether your request can be completed.

If we confirm your cancellation, we will refund the canceled items and applicable shipping charges in full. We do not charge a standard cancellation fee. Applicable statutory rights still apply.

8. How long does processing take?

Orders are generally processed within 2–3 business days after payment confirmation, excluding weekends and public holidays.

9. What are the estimated delivery times?

Order processing time is additional. Customs checks, holidays, and carrier disruptions may affect delivery.

10. Where do you deliver, and what does shipping cost?

Available destinations and shipping charges appear at checkout after you enter your address. Contact us before ordering if no delivery option is shown.

11. How can I track my package?

When tracking is available, we will send shipment details using the contact information on your order. Check your spam folder and allow time for carrier updates.

If you have not received a shipping update within 5 business days of ordering, contact us with your order number.

12. What if my package is delayed or missing?

Send us your order number and describe the issue. We will investigate and explain the available options.

If dispatch is delayed beyond the promised period, we will provide an update and explain any cancellation or refund options available under applicable law.

13. Can I return a product if I change my mind?

You may request an eligible return within 30 days of delivery. For voluntary change-of-mind returns, the item must be unused, unopened, and in its original condition. Include the original packaging, all supplied parts and accessories, and your order number or other proof of purchase.

These conditions apply to voluntary returns. Your applicable statutory rights and remedies for damaged, defective, or incorrectly supplied goods still apply. Please review our Return & Refund Policy for details.

14. Can I exchange a product for a different size, color, or style?

Contact us within the return period if you would like a different size, color, or style. Exchanges depend on stock and whether the original item meets our voluntary return conditions.

We will explain whether an exchange is available or whether you can return the item and place a separate order.

15. Who pays return postage?

Customers pay return postage for eligible change-of-mind returns. We cover reasonable return shipping when a return is required because an item arrived damaged, defective, or incorrect.

Contact us before buying postage for a damaged, defective, or incorrect item so we can arrange or confirm a suitable method.

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

Contact us promptly, preferably within 7 days of delivery. Include your order number, a description of the issue, and photographs where helpful.

Keep the item away from your pet if it appears damaged or unsafe. The 7-day period is a reporting recommendation. Your statutory rights still apply, including for defects discovered later.

17. Where do I send a return?

Our support team will provide return instructions and the appropriate address. Please use the return address provided by our team. Email Jolvibe support

18. How long will my refund take?

Standard return inspection may take up to 14 business days after we receive your return. We initiate approved refunds within 3 business days, normally to the original payment method. Your payment provider may take another 3–8 business days to post the credit.

Any shorter statutory refund deadline takes priority.

19. Do I need to leave a review to receive help?

No review is required to receive customer support, request a return, or receive an eligible refund.

20. How do I contact Jolvibe?

• Operated by: Linfen Yuhan Machinery and Equipment Leasing Co., Ltd.
• Business License Entity: Linfen Yuhan Machinery and Equipment Leasing Co., Ltd.
• Registered Address: No. 52 Wenbi Road, Changning Town, Xiangning County, Linfen, Shanxi, China
• Email: service@jolvibe.com
• Phone: +1 857-409-4040
• Website: jolvibe.com