How to Reach Us

Email: service@helvenna.com
Phone: +8615073879668

Include your name, order number, checkout email, product name, and a clear explanation. For damage, attach photos of the outer package, shipping label, internal packaging, complete product, and damaged or missing area.

Response Times

We aim to respond as soon as reasonably possible. Weekends, holidays, promotions, and seasonal peaks may require additional time. One complete message is usually fastest.

Measurements and Compatibility

We can clarify listed dimensions, materials, intended species, and intended use. Customers remain responsible for measuring their pet and intended space, and for confirming size, weight, life stage, temperament, supervision, food or water contact, washing, and outdoor suitability where relevant.

Order Changes

Contact us immediately about address corrections, changes, or cancellation. Changes are not guaranteed after processing begins. Shipped orders follow the return process.

Returns

Do not send products back without written approval. The authorized return address may differ from the company address below.