Frequently Asked Questions
How Can We Help?
We’ve put together answers to some of the most common questions about shopping with Norali Pet Wellness. If you can’t find the answer you need, please visit our Contact Us page and our support team will be happy to assist you.
1. What is Norali Pet Wellness?
Norali Pet Wellness is an online pet-care store focused on thoughtfully selected products designed to support pets’ everyday comfort, wellbeing, feeding, grooming, play, and care.
Our goal is to make it easier for pet owners to discover practical products that fit the everyday needs of the animals they love.
2. Where do you currently ship?
We currently serve customers in the United States and United Kingdom.
Available products and delivery options may vary depending on the destination.
3. Do you offer free shipping?
Yes. We currently offer free standard shipping on eligible orders to the United States and United Kingdom.
Any applicable shipping information will also be displayed during checkout before your order is completed.
4. How long will my order take to arrive?
Delivery times can vary depending on the product, destination, fulfillment location, and other factors.
Once your order has been processed and shipped, you will receive the available tracking information by email.
5. Will I receive tracking information?
Yes. When tracking is available for your shipment, you will receive a shipping confirmation email containing the tracking details.
Please allow some time after receiving the tracking number for the carrier’s system to update.
6. Can I track my order?
Yes. Once your order has been shipped and tracking information is available, you can use our Track Your Order page to follow the latest shipment status.
Track Your Order →
7. Why might my order arrive in separate packages?
Some products may be fulfilled from different locations.
If your order contains multiple items, they may occasionally arrive separately and at different times.
If this happens, you will not be charged additional shipping fees for the separate deliveries where free shipping applies.
8. Can I change or cancel my order after placing it?
If you need to change or cancel an order, please contact us as soon as possible.
We will do our best to assist you, but once an order has entered processing or fulfillment, we may not be able to modify or cancel it.
For full details, please review our Order Cancellation & Modification Policy.
9. What should I do if I entered the wrong shipping address?
Contact us as soon as possible with your order number and the correct shipping address.
If the order has not yet been processed or shipped, we will do our best to update it.
Once an order has already entered fulfillment or been shipped, address changes may no longer be possible.
10. What happens if my item arrives damaged or incorrect?
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible after delivery.
Include:
- Your order number
- A description of the issue
- Clear photos or videos showing the problem
Our support team will review the situation and advise you on the next steps.
11. Do you accept returns and refunds?
Returns and refunds are handled according to our Return & Refund Policy.
Eligibility may depend on factors such as the condition of the item, the reason for the return, and when you contact us.
Please review the full policy before requesting a return or refund.
12. What payment methods do you accept?
Available payment methods will be shown securely at checkout.
The exact options may vary depending on your country, currency, and the payment methods available through our payment providers.
13. Is my payment information secure?
Payments are processed through secure third-party payment providers supported by our ecommerce platform.
Norali Pet Wellness does not ask customers to send complete card numbers or other sensitive payment information through email or the contact form.
14. Will I have to pay customs duties or import charges?
Depending on the destination, order, and fulfillment arrangement, local taxes, customs duties, or import charges may apply.
15. How do I know which product is right for my pet?
Please review the product description, specifications, sizing information, intended use, and any other details provided on the product page before ordering.
If you are uncertain about suitability for your pet, you can contact us before purchasing.
For health conditions, behavioural concerns, or medical questions, we recommend consulting a qualified veterinarian.
16. Are Norali Pet Wellness products intended to treat pet anxiety or medical conditions?
Our products and educational information are intended to support general pet comfort and everyday wellbeing.
They are not intended to diagnose, treat, cure, or replace professional veterinary care.
If your pet is experiencing persistent anxiety, unusual behaviour, illness, injury, or another health concern, please consult a qualified veterinarian.
17. How can I contact Norali Pet Wellness?
You can reach us through our Contact Us page or by email at:
Our typical response time is within 1–2 business days.
Contact Us →