About us
Customer Service
Frequently Asked
Frequently Asked
Questions
Everything you need to know about ordering, shipping, returns, and our products.
Orders & Payment
About Your Order
What payment methods do you accept?
We accept all major payment methods including credit card, PayPal, Shop Pay, and Apple Pay. All transactions are fully encrypted and secure.
Can I change my order after placing it?
Changes are only possible within 24 hours of placing your order. Please contact us immediately at contact@aurexpets.com and we will help you as quickly as possible.
Will I receive an order confirmation?
Yes, immediately after placing your order you will receive a confirmation email with all the details of your purchase.
Shipping & Delivery
Delivery Times & Shipping Info
How long does delivery take?
Delivery typically takes 5 to 13 business days. Once your order has shipped, you will receive an email with your tracking number.
Do you ship to the United States?
Yes, we ship across the United States. Free shipping is available on all orders over $49.99.
How much does shipping cost?
Shipping is free on orders over $49.99. For orders under $49.99, a flat rate of $5.99 applies. The exact cost is shown at checkout.
Can I track my order?
Yes. Once your package has shipped, you will receive an email with a tracking link so you can check the status of your delivery at any time.
Returns & Refunds
Returns, Refunds & Claims
How does a return work?
You have the right to return your order within 30 days of receiving it.
01
Request your return — email us at contact@aurexpets.com with your order number. We respond within 24 hours.
02
Ship your item back — pack the item securely and send it to the address we provide.
03
Receive your refund — once we receive and inspect the item, we will refund the amount to your original payment method.
Which items can be returned?
We accept returns on unused items in original packaging with all tags attached, defective or damaged items, and incorrectly shipped items — within 30 days of receipt.
Not eligible for return: opened food or treats, used grooming products, items without packaging, and personalized products.
Not eligible for return: opened food or treats, used grooming products, items without packaging, and personalized products.
Exception: For quality issues with food or grooming products, please contact us directly — we always find an individual solution.
When will I receive my refund?
After receiving and inspecting the returned item, your refund will be issued to your original payment method. Typical timeline:
The entire process typically takes 5 to 10 business days.
Item received
1–3 business days after return
Inspection
1–2 business days — condition and completeness
Refund issued
Immediately after inspection — confirmation by email
Funds arrive
3–5 business days — depending on your bank
What if my item arrives damaged?
If your product arrives damaged or defective, please contact us within 48 hours with a photo of the item at contact@aurexpets.com. We will send you a replacement immediately — no return required.
Can I exchange an item instead of returning it?
We do not currently offer direct exchanges. Please return the item and place a new order for the item you want. Our support team is happy to assist you.
Products & Quality
Our Products
What materials are used in Aurex products?
Our products are made from high-quality, pet-safe materials. The quality and safety of your pet are our top priority.
Are the products suitable for all dog and cat sizes?
Yes, we offer various sizes. You will find exact measurements on each product page to help you find the perfect fit for your pet.
How do I care for Aurex products?
Care instructions are listed on each product page. In general, we recommend hand washing or a gentle machine wash at low temperatures.
Contact
Didn't find your answer?
Didn't find your answer?
We're here to help.
Response within 24 hours — always personal, always helpful.
contact@aurexpets.com