FAQ

Last Updated: November 11, 2026

Welcome to the Hirvago Help Center!

We know that choosing the right accessories for your pet can raise questions. Whether you're shopping for a grooming tool, preparing for a rainy-day walk, or checking on an order, we've gathered answers to help you shop with greater confidence.

If you can't find the information you need, our customer support team is happy to assist.

Shopping at Hirvago

1. What is Hirvago?

Hirvago is an online store offering practical accessories for dogs, cats, and their owners.

Our collection focuses on everyday pet care, including grooming tools, protective footwear, pet clothing, and interactive toys.

We aim to make it easier for pet owners to discover useful products suited to their companions' daily routines.

2. What types of products can I find at Hirvago?

Our product selection includes:

• Pet grooming and deshedding tools

• Flea combs and nail care accessories

• Pet hair removal products

• Dog boots and paw protection accessories

• Pet raincoats and comfortable wearable accessories

• Interactive pet toys

Product availability and specific features may change over time.

Please refer to individual product pages for the latest information.

3. Where can I shop for Hirvago products?

You can explore our collection and place orders through our official website:

https://hirvago.com/

4. How do I choose the right product for my pet?

Start by considering your pet's size, coat type, behavior, daily activities, and individual comfort.

For clothing and footwear, review the measurements and sizing information provided on the product page.

For grooming tools and toys, consider the product's intended use and any relevant instructions.

If you have a question about a particular item, contact service@hirvago.com.

5. Are Hirvago products suitable for every dog or cat?

Not necessarily.

Pets differ in size, temperament, physical characteristics, and preferences. A product that works well for one animal may not be appropriate for another.

We encourage customers to review product descriptions and use accessories according to the manufacturer's guidance.

If your pet has a medical condition or specific health concern, seek advice from a qualified veterinarian before using a product that may affect its comfort or care.

Ordering & Payment

6. How do I place an order?

Select the product you want, choose any available options such as size or quantity, and add the item to your cart.

When you're ready, proceed to checkout and enter the required shipping and payment information.

Please review your order details before completing your purchase.

7. Will I receive an order confirmation?

An order confirmation is generally sent to the email address provided during checkout after the order has been successfully submitted.

If you don't see the confirmation, check your spam or junk folder.

If you still cannot locate it, contact our support team with your name and the email address used for the purchase.

8. What payment methods do you accept?

Available payment methods are displayed during checkout.

Payment options may vary depending on your location, device, and the payment services currently supported by our store.

Please refer to the checkout page for the payment methods available for your order.

9. Can I change my order after placing it?

If you need to change a product option, quantity, or delivery detail, please contact us as soon as possible.

We will review whether the requested change can be made based on the order's fulfillment status.

Changes cannot be guaranteed after processing or shipment has reached certain stages.

10. Can I cancel an order?

You may request cancellation by contacting service@hirvago.com as soon as possible.

Cancellation availability depends on the order's current processing and shipping status.

If the order has already been dispatched, you may need to follow the applicable return procedure after delivery.

Your mandatory consumer rights remain unaffected.

Shipping & Delivery

11. How long does Hirvago take to process an order?

Our standard estimated order processing time is 1–3 business days after payment confirmation.

Processing time may vary if additional verification, inventory arrangements, or other fulfillment steps are required.

12. How long does shipping take?

Our standard estimated shipping transit time is 7–14 business days.

Including order processing, the total estimated delivery time is 8–17 business days under normal conditions.

These are estimates rather than guaranteed delivery dates.

Weekends, applicable public holidays, carrier disruptions, and customs procedures may affect the timeline.

13. How much does shipping cost?

Applicable shipping fees are displayed during checkout before you complete your purchase.

Charges may vary based on the destination, products ordered, package characteristics, and available shipping methods.

Any shipping promotion will be subject to the terms displayed at the time of purchase.

14. Does Hirvago ship internationally?

Shipping availability depends on the destinations supported by our checkout and the products in your order.

You can check whether delivery is available to your location by entering your shipping address during checkout.

International shipments may be subject to customs procedures and additional destination-specific charges.

15. Will I receive tracking information?

When tracking information is available, it may be sent to the email address associated with your order after shipment.

Tracking updates may take time to appear after a package is handed over to a carrier.

16. Why hasn't my tracking information updated?

Tracking events are not always recorded continuously.

Updates may be delayed during carrier transfers, international transportation, customs processing, or periods of increased shipping volume.

If your order has exceeded the estimated delivery period or you are concerned about its status, contact us with your order number.

17. Can items from the same order arrive separately?

Yes.

Depending on inventory and fulfillment arrangements, products may be shipped in separate packages.

This means items purchased together may arrive on different dates.

If you believe an item is missing, please contact our support team.

18. What should I do if I entered the wrong shipping address?

Contact service@hirvago.com as soon as you notice the error.

Please include your order number and the corrected address.

We will review whether the address can still be updated.

Once a package has entered shipment, changes may depend on the carrier and may not be possible.

19. What if my package is delayed or missing?

First, review any available tracking information.

If the shipment has exceeded its estimated delivery period or appears to be missing, contact our customer support team.

We can review the available shipping records and, where appropriate, assist with a carrier investigation.

Available resolutions depend on the circumstances and applicable consumer protection laws.

20. What if tracking says delivered but I haven't received my package?

Check around your delivery location, with household members, and with building reception or parcel collection areas, if applicable.

You may also review any delivery notification or photograph provided by the carrier.

If the package still cannot be located, contact us with your order number and tracking details.

We will review the available information and advise on the next steps.

Returns, Refunds & Exchanges

21. What is Hirvago's return policy?

Eligible products may be returned under our standard voluntary return policy when a request is made within 30 calendar days after delivery.

Items should generally be unused, unworn, unwashed, and in their original condition, with relevant packaging and accessories.

Certain product categories have additional conditions, particularly for hygiene-related items.

Please review our Return & Refund Policy for complete details.

22. How do I request a return?

Email service@hirvago.com with your order number, the product you wish to return, and the reason for your request.

If the item is damaged or incorrect, include relevant photographs when possible.

Our support team will review your request and provide return instructions if the return is authorized.

Please do not send products back without first contacting us.

23. Can I return pet clothing if the size doesn't fit?

An eligible clothing item may qualify for a return if it meets our standard conditions.

For a voluntary return, the item should generally be unworn by the pet, clean, unwashed, and free from pet hair, odors, or signs of outdoor use.

If we supplied a different size from the one ordered, contact us so we can review the issue.

24. Can I return dog boots after my pet has worn them outside?

Dog boots or protective footwear showing outdoor wear, dirt, moisture, or other signs of use may not qualify for a standard change-of-mind return.

If the product is defective or was incorrectly supplied, applicable consumer remedies remain available.

We recommend checking sizing before outdoor use.

25. Can I return a grooming tool after using it?

Used grooming tools may not qualify for voluntary returns because of hygiene and product-condition considerations, where permitted by applicable law.

Unused products in their original condition may be eligible.

If a grooming tool is defective or not as described, contact us for assistance regardless of whether it has been used.

26. What if my item arrives damaged or defective?

Contact service@hirvago.com with your order number and a description of the problem.

Photographs or a short video may help us review the issue.

We recommend reporting visible delivery-related damage within 7 days of delivery, where reasonably possible.

This is a suggested reporting period and does not limit your statutory rights.

Depending on the circumstances, an appropriate resolution may include replacement, repair, refund, or another remedy.

27. Who pays for return shipping?

For eligible change-of-mind returns, customers are generally responsible for return shipping costs.

If a return is required because of a confirmed defect, shipping damage, or an error in fulfilling the order, Hirvago will cover reasonable return shipping costs where required by law or under the agreed resolution.

Please contact us before arranging a return shipment.

28. How long does a refund take?

After an authorized return reaches the designated facility, inspection generally takes 3–5 business days.

Once a refund is approved, it is generally processed within 5–10 business days.

Your bank or payment provider may require additional time to post the funds.

Any mandatory legal refund timeframe takes priority.

29. Can I exchange a product for another size?

Exchange availability depends on the product, inventory, and return eligibility.

If a direct exchange is not available, you may need to return the eligible item and place a separate order.

Contact our support team before sending anything back.

30. Where should I send a returned product?

Please request return instructions from our customer support team.

Our registered business address is not a designated return facility.

The correct return destination will be provided for an authorized return.

Pet Product Guidance

31. How do I measure my dog for boots?

Measure your dog's paws according to the guidance provided on the relevant product page.

Measurements may need to account for paw width, length, and the fit of the specific footwear design.

If your dog's measurements fall between available sizes, review the product guidance or contact us for clarification.

Avoid relying only on breed or body weight when selecting footwear.

32. How do I choose the right size of pet raincoat?

Refer to the product's size chart and measurement instructions.

Depending on the design, relevant measurements may include back length, chest circumference, and neck circumference.

Allow for your pet's natural movement and comfort.

If the garment appears restrictive or causes discomfort, discontinue use.

33. Will my dog need time to get used to wearing boots?

Some dogs may need time to become comfortable with unfamiliar footwear.

Introduce new accessories gradually and observe your pet's behavior.

Check the fit and remove the footwear if your pet shows persistent discomfort or difficulty moving.

34. Can I use a pet nail grinder on any dog or cat?

Suitability depends on the individual pet, the product's specifications, and the owner's ability to use the tool appropriately.

Follow the supplied instructions and introduce the tool gradually.

Avoid forcing a grooming session if your pet becomes distressed.

If you're uncertain about safe nail care, consult a veterinarian or qualified pet groomer.

35. Are electric grooming products waterproof?

Water resistance varies by product.

Do not assume that an electrical grooming device can be submerged, rinsed, or used near water unless its instructions specifically permit it.

Always follow the cleaning, charging, and maintenance guidance provided for the individual product.

36. Can grooming tools help remove loose pet hair?

Certain grooming tools are designed to help collect or remove loose fur during regular grooming.

Results depend on coat type, grooming technique, and the individual animal.

Use the tool gently and follow product instructions to avoid unnecessary irritation.

37. Can a flea comb replace veterinary flea treatment?

No.

A flea comb may help with grooming and checking a pet's coat, but it should not be treated as a substitute for veterinary diagnosis, treatment, or parasite prevention.

If you suspect a flea infestation or a related health issue, consult a qualified veterinarian.

38. Are interactive toys suitable for unsupervised play?

Supervision is recommended, particularly when a toy includes moving parts, cords, batteries, or components that could become damaged.

Choose toys appropriate for your pet's size and play behavior.

Inspect toys regularly and discontinue use if they become damaged or present a potential hazard.

39. What should I do if my pet doesn't like a new accessory?

Pets may react differently to unfamiliar products.

Try introducing the accessory gradually without forcing your pet to use it.

If the product causes discomfort or distress, discontinue use.

For return questions, contact our support team and review the applicable product-condition requirements.

Customer Service & Privacy

40. How can I contact Hirvago?

You can reach our customer support team through the following channels:

Email: service@hirvago.com

Phone: +1 (267) 866-2231

Website: https://hirvago.com/

For order-related inquiries, please include your order number.

41. How quickly will customer service respond?

We aim to respond to customer inquiries as promptly as possible during our regular business days.

Response times may vary depending on inquiry volume and the nature of the request.

Messages received outside regular business days will be reviewed when customer service operations resume.

42. How is my personal information handled?

We use personal information for purposes such as processing orders, arranging deliveries, providing customer support, maintaining website functionality, and conducting permitted business activities.

Our Privacy Policy explains our information practices, third-party service providers, cookies, marketing, and applicable privacy rights in greater detail.

43. Can I unsubscribe from promotional emails?

Yes.

Where promotional emails are sent, you can use the unsubscribe instructions provided in the message or contact service@hirvago.com.

You may continue to receive necessary order-related communications.

44. Who operates Hirvago?

Hirvago is operated by Hefei Chengyun Technology Co., Ltd.

Legal Operator: Hefei Chengyun Technology Co., Ltd.

Business License Entity: Hefei Chengyun Technology Co., Ltd.

Registered Business Address:

Commercial Unit G104, Building 16
Donghe Lijing, Xinyuan Residential Community
No. 85 Changjiang East Road
Longgang Comprehensive Economic Development Zone
Yaohai District, Hefei, Anhui, China

The registered business address is provided for business identification and is not a designated return facility.

45. Where can I find more detailed store policies?

You can review the relevant policy pages on our official website for additional information about:

• Shipping and delivery

• Returns and refunds

• Privacy and personal information

• Terms of Service

• Customer contact information

These policies provide further details about the conditions and procedures applicable to purchases through Hirvago.

Still Have a Question?

Every pet is different, and we understand that not every question fits neatly into a list.

If you need help choosing a product, understanding an order update, or resolving a purchase-related concern, please contact us.

Hirvago Customer Support

Email: service@hirvago.com

Phone: +1 (267) 866-2231

Website: https://hirvago.com/

Hirvago — Thoughtful Essentials for the Pets Who Make Life Special.