FAQ
Frequently Asked Questions
Welcome to the Lorevena Help Center.
Here you can find answers to common questions about shopping with us, including payments, shipping, order adjustments, cancellations, delivery concerns, and customer support.
If you cannot find the information you need below, please contact our customer care team at suppor@lorevena.com. For questions relating to an existing purchase, including your order number and the email address used at checkout will help us identify your order and assist you more efficiently.
1. Orders & Payments
Q: Where can I enter a discount or promotional code?
Promotional codes can be applied during the checkout process.
To redeem an eligible discount:
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Select the Lorevena products you would like to purchase and add them to your shopping cart.
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Continue from your cart to the payment or checkout page by selecting the debit/credit card payment option. This checkout route may also be used when completing payment through PayPal.
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On mobile devices: Open or expand the “Show order summary” section to locate the promotional code field.
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On desktop devices: The discount code box will normally appear within the order summary area on the right side of the checkout page.
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Enter your valid promotional code and confirm that the discount has been reflected in your order total before completing payment.
Once the applicable deduction appears, you may continue with your selected payment method.
Q: What payment methods does Lorevena accept?
Lorevena supports several commonly used payment options through established payment processing providers.
Depending on checkout availability, accepted methods may include:
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PayPal
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Major credit and debit cards, including Visa, MasterCard, American Express, Discover, and Diner's Club
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Digital wallets, including Apple Pay and Google Pay
The payment methods available for your particular order will be displayed during checkout.
Q: How much does shipping cost?
Our standard international shipping charge is generally $5.99 USD.
Actual delivery fees may vary slightly depending on the shipping destination or promotional campaigns available at the time of purchase.
You will always be able to review the applicable shipping charge during checkout before authorizing and completing your payment.
2. Shipping & Delivery
Q: Does Lorevena ship internationally?
Yes. Lorevena serves customers in international markets and ships eligible pet products to destinations worldwide.
Our fulfillment network may use different shipping facilities depending on your delivery location. Where appropriate, an order may be routed through a fulfillment location selected to support efficient delivery.
Q: How long does delivery usually take?
After your order has been processed and dispatched, the standard estimated delivery period is generally 10–20 business days.
Please keep in mind that actual transit times may vary depending on your destination, courier operations, customs procedures, and other circumstances affecting international transportation.
Q: How can I track my order?
After your package leaves the fulfillment facility, you should receive a shipping notification by email containing the tracking information assigned to your parcel.
You may use the provided tracking number to follow the shipment through the relevant carrier or through a universal parcel-tracking service such as 17TRACK.
Q: My tracking information has not changed. Should I be concerned?
Not necessarily.
After a shipping label or tracking number is created, courier systems may require approximately 24–48 hours to register and display the first movement of the package.
During international transportation, tracking information may also remain unchanged for several days while a shipment moves between logistics facilities, countries, or courier networks. A temporary gap in tracking updates does not automatically mean that the parcel has stopped moving.
Q: Why did I receive only part of my order?
Orders containing several products may occasionally be fulfilled from different warehouse locations.
To avoid unnecessarily delaying your entire purchase, individual items may therefore be shipped separately. If your order is divided into multiple parcels, each shipment may receive its own tracking number.
Tracking details for the separate packages will be sent to the email address associated with your order.
3. Order Changes & Cancellations
Q: Can I change my shipping address or contact information after placing an order?
Possibly, but you must contact us as quickly as possible.
Please email suppor@lorevena.com with the subject:
“Urgent: Address Change”
Your message should include:
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Your order number
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The email address used when placing the order
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The complete corrected shipping address or updated contact information
We will make reasonable efforts to update the information before the order is dispatched.
However, once your package has entered the shipping process, we may no longer be able to modify its destination. In that situation, you may need to contact the carrier handling the shipment directly to determine whether any delivery adjustment is available.
Q: Can I change the quantity, color, size, or other product details after ordering?
Order modifications are highly time-sensitive.
If you need to request a product change, email suppor@lorevena.com immediately and use the subject:
“Urgent: Order Change”
Please provide:
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Your order number
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The email address associated with the purchase
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A clear explanation of the requested change
We can only accommodate a modification if the order has not yet progressed into warehouse processing or fulfillment.
Because orders may move into fulfillment shortly after they are placed, we cannot guarantee that a requested adjustment will be possible.
Q: How can I cancel an order?
An order may only be eligible for cancellation if it has not yet been processed for shipment.
Please contact our customer support team as soon as possible if you wish to request a cancellation.
Where applicable, a small administrative or handling charge may be deducted as part of the cancellation process.
Once an order has been dispatched from the fulfillment facility, it can no longer be canceled through the pre-shipment cancellation process.
4. After-Delivery Support
Q: What should I do if my order arrives damaged?
We are sorry if your purchase reaches you in damaged condition.
Please contact suppor@lorevena.com promptly so that our support team can review the issue.
To help us assess your claim, please include:
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Your order number
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The email address associated with the order
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Clear photographs or video showing the damage to the product
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A photograph of the shipping label attached to the original package
Providing complete visual documentation helps us investigate the situation and determine the appropriate next steps more efficiently.
Q: What should I do if I believe my product has a manufacturing defect?
If an item appears to have a manufacturing or product-related defect, please contact our customer service team for assistance.
Email suppor@lorevena.com and provide:
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Your order number
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The email address connected to the purchase
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A detailed description of the suspected defect
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Clear photographs or a short video showing the problem
The information you provide will allow our team to review the condition of the item and determine an appropriate resolution.
Q: What if an item is missing or I received the wrong product?
If your delivery does not match your order, please notify us as soon as possible.
Contact suppor@lorevena.com and include:
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Your order number
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Your checkout email address
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Photos showing the incorrect item received, if applicable
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A clear description or list of any product or component that is missing
Our team will review the fulfillment information and assist you with the next steps.
5. Order Emails & Tracking Notifications
Q: I did not receive my order confirmation. What should I do?
First, check your spam, junk, and promotions folders, as automated order emails can occasionally be filtered by your email provider.
If you still cannot locate the confirmation message, contact us at suppor@lorevena.com and provide the email address you believe you used during checkout.
Our support team can search for the transaction and, where available, resend the relevant order confirmation or receipt.
Q: Why haven't I received a tracking number yet?
Tracking information is generally issued within 1–2 business days after the initial processing of your order.
If this period has passed and you have not received a shipping notification, please check your spam or junk folder first.
If no tracking email can be found, contact suppor@lorevena.com with your order details so that our team can check the shipment status.
6. Lorevena Company Information
For customer service, order-related assistance, or general questions regarding Lorevena, you may contact us using the information below.
Brand Name: Lorevena
Product Categories:
Spa Collection
Fashion Collection
The Everyday Care Collection
Legal Company: NEBULA HONG KONG LIMITED
Support Email: suppor@lorevena.com
Customer Service Phone: +1 (313) 356-7090
Company Address:
Unit B53, 2/F, Kwai Shing Industrial Building Phase 1
36-40 Tai Lin Pai Road
Kwai Chung, N.T.
Hong Kong