FAQ

Frequently Asked Questions

1. How do I place an order?

Choose your product and available options, add it to your cart, and proceed to checkout. Enter your delivery details, select an available payment method, and complete your purchase.

You will receive an order confirmation email after your order is placed. Please check that your email address and shipping information are correct.

2. What currency are your prices in, and is payment secure?

Prices and payments for U.S. orders are in U.S. dollars (USD). Applicable taxes are displayed at checkout before payment.

Payments are processed through secure third-party payment providers. We do not store your complete credit card number. Available payment methods are shown at checkout.

3. Where will my order ship from, and when will it be dispatched?

Orders ship from our U.S. warehouse within 24 hours after payment is confirmed.

You will receive a shipping confirmation email with tracking details once your order has been dispatched.

24 hours refers to dispatch—not delivery.

4. How long does delivery take?

Standard U.S. delivery typically takes 3–5 business days after dispatch.

Delivery business days are Monday through Friday, excluding U.S. public holidays. Alaska, Hawaii, Puerto Rico, and other non-contiguous U.S. destinations may require additional transit time.

Delivery dates are estimates and may be affected by weather, carrier disruptions, or peak shipping periods.

5. Is shipping free?

Yes. All U.S. orders receive free standard shipping, with no minimum purchase required.

We do not add a standard shipping charge at checkout. If a destination cannot be served, we will contact you and provide a full refund for any order we cannot fulfill.

6. Will I need to pay taxes or import duties?

Applicable U.S. state and local sales taxes, if any, are displayed at checkout before payment.

Orders shipped domestically from our U.S. warehouse generally do not incur import duties.

For delivery outside the United States, please contact us before ordering to confirm availability, delivery times, and any applicable charges.

7. How can I track my order?

Once your order ships, we will email your tracking details. Use the tracking link or enter the tracking number on the carrier’s official website.

Tracking may take 24–48 hours after dispatch to show its first update. This tracking update period is separate from our 24-hour dispatch timeframe.

8. What happens if my order is delayed?

If an unexpected issue prevents dispatch within the promised timeframe, we will contact you with an updated dispatch estimate and give you the choice to accept the delay or cancel the unshipped order for a full refund.

If your package has already shipped and appears delayed, email us with your order number. We will investigate with the carrier and help resolve the issue.

9. What if tracking says “Delivered,” but I cannot find my package?

Check your doorstep, mailbox, building reception, and other delivery locations. Ask household members or neighbors whether they accepted the package.

If you still cannot locate it, contact HalvoraService@outlook.com. We will help investigate with the carrier. A delivered tracking status does not prevent you from asking us for assistance.

10. What is your return policy?

You have 30 days from delivery to try the fountain at home.

If you are not satisfied, you may request a return—even if you have opened the fountain, added water, and used it for a normal home trial.

We cover return shipping for approved returns. Please contact us before sending anything back so we can provide a prepaid return label and instructions.

11. Can I return the fountain if my cat will not drink from it?

Yes. If your cat does not accept the fountain, you can request a return within 30 days of delivery—even after normal trial use.

Your cat’s preference is a valid reason for a return. You may also request a return if you change your mind.

12. Who pays return shipping, and are there any deductions?

We pay return shipping for approved returns, including returns because your cat does not like the fountain or you change your mind.

There is no restocking fee or deduction for normal trial use.

Reasonable deductions may apply only for missing items or damage beyond normal trial use, excluding product defects. We will explain any proposed deduction before processing your refund.

13. How do I start a return?

Email HalvoraService@outlook.com with your order number, the name used for the order, and your reason for returning it.

Our team normally responds within 1 business day. Once your return is approved, we will provide a prepaid return label and return instructions.

Please empty, clean, and dry the fountain, and include its accessories and gift items. Original packaging is helpful but not required; suitable protective packaging is acceptable.

14. How long will my refund take?

Returned items are normally inspected within 3–5 business days of receipt.

After approval, we issue the refund to your original payment method and send a confirmation email. Your bank or payment provider may take another 5–10 business days to display the funds.

15. What if my order arrives damaged, defective, or incorrect?

Contact us as soon as possible with your order number and a description of the problem. Photos or videos can help us assess the issue.

For approved claims, we cover return shipping and provide a free replacement or full refund.

Please report visible shipping damage within 48 hours when possible. Reporting later does not automatically invalidate a valid defect claim or your applicable consumer rights.

16. Does the fountain come with a warranty?

Yes. The featured cordless cat fountain includes a 1-year limited warranty from delivery against manufacturing defects under normal household use.

If the pump or motion sensor develops a covered fault within that year, we will provide a brand-new replacement fountain at no charge, including standard U.S. shipping and any required return shipping.

Normal filter or sponge replacement, accidental damage, misuse, and damage caused by failure to follow care instructions are not covered. The warranty is separate from your 30-day home trial.

17. How do I request warranty service?

Email HalvoraService@outlook.com with your order number, a description of the fault, and photos or a short video if available.

We will help troubleshoot the issue and arrange the appropriate warranty solution. Please contact us before shipping the product back.

18. Are the five free filters included with my fountain?

The advertised fountain bundle includes one 5-pack of washable ceramic filters at no additional charge.

At checkout, a quantity of 1 beside the 5-pack means five individual filters. The filter pack should show as free when the qualifying bundle is selected.

If the advertised gift is missing from your order, contact us with your order number.

19. How long does each ceramic filter last?

Each washable ceramic filter is designed for 6–12 months of use, depending on water quality, the number of pets, and regular maintenance.

Rinse it regularly with clean water. Replace it sooner if it becomes damaged or water flow remains reduced after cleaning.

The ceramic filter and pre-filter sponge have different maintenance and replacement schedules.

20. How often should I clean the fountain?

Clean the fountain, drinking tray, and pump at least once a week, or more often if needed.

Clean the pre-filter sponge regularly and replace it when worn or difficult to clean. Refill with fresh drinking water as needed.

Keep the battery, control module, and electrical connections dry. Only place parts in a dishwasher if the product instructions specifically identify them as dishwasher-safe.

21. Does the fountain need to stay plugged in, and how long does the battery last?

Sensor and timed modes support cordless use for up to 60 days on a full charge. Actual battery life depends on the selected mode, activation frequency, and everyday usage.

Continuous flow mode requires plug-in power.

Battery runtime is separate from the water supply. Check the water level regularly and refill with fresh drinking water as needed.

22. How does the motion sensor work?

The fountain features 360° motion sensing with a detection range of approximately 5 feet.

It automatically activates water flow when your pet approaches. You can choose from sensor, timed, and continuous flow modes.

Detection performance may vary with placement and the surrounding environment.

23. What is the water capacity, and is the fountain noisy?

The featured fountain has a 4L water tank with a window for checking the remaining water.

The pump operates at approximately 25 dB under normal conditions. Keep the water level within the recommended range and clean the pump regularly to help maintain quiet operation.

24. Can I change my address or cancel an order?

Contact us immediately after ordering. We will try to accommodate changes or cancellation requests before dispatch.

Because orders are dispatched quickly, changes cannot be guaranteed once fulfillment is underway. After dispatch, you can contact us for assistance and use the return process after delivery where applicable.

25. How can I contact customer support?

Email HalvoraService@outlook.com.

We normally respond within 1 business day, Monday through Friday, excluding U.S. public holidays.

Include your order number, the name used for the order, and a brief description of your question. Photos or videos are helpful for product-related issues.