Frequently Asked Questions
Last updated: October 23, 2026
A little help for a smoother everyday.
How do I choose the right item?
Consider your pet’s size, behavior and comfort. Check the listed size, contents and care instructions. Contact us before ordering if any detail is unclear. Supervise play and stop use if an item becomes damaged.
When will my order arrive?
Most orders dispatch within 5 business days after payment. Estimated transit is 10–20 business days after dispatch. Standard shipping is US$2.99 per order. Read our shipping policy for tracking and delay support.
Can I change or cancel an order?
Contact service@roivexa.com as soon as possible, before fulfillment processing begins. We will confirm whether a change is possible. Orders cannot be cancelled after dispatch. There is no separate nightly cutoff time. See our cancellation policy.
How do I track an order?
Use the carrier tracking link in the shipping confirmation email. Check your spam folder if needed, or email service@roivexa.com with your order number.
What if the parcel is delayed or marked delivered but missing?
Email service@roivexa.com with your order number and the issue. We will investigate with the carrier. A delivered scan does not automatically close your claim. Confirmed lost parcels receive an appropriate replacement or refund.
How do returns and refunds work?
Request an eligible return within 14 calendar days of delivery. Contact us for approval and the correct return warehouse address. Do not return items to the registered business address. Change-of-mind return shipping is paid by the customer; necessary shipping for confirmed defective or incorrect goods is covered by us. No restocking fee applies. Approved refunds are submitted to the original payment method within 10 business days after receipt and inspection. See the full policy.
Which payment methods can I use?
The methods available for your order are displayed at checkout. Use the options shown there; logos elsewhere do not guarantee availability for every location or device.
How is my information used?
We use information for orders, delivery, support, security and legal requirements, and for analytics or advertising where enabled and permitted. Read the Privacy Policy and use Your Privacy Choices for available opt-outs.
Who operates ROIVEXA?
ROIVEXA is operated by Xiamen Jingyan International E-Commerce Co., Ltd.. Our Contact page contains the company address, support email and service information.