Contact Us

We’re here to help and value every opportunity to assist our customers. If you have a question, concern, or feedback about our products or your shopping experience, please feel free to contact us.

At Cavonel, our customer support team can assist with a variety of inquiries, including orders, product information, product specifications, availability, shipping, delivery, returns, refunds, and general questions about purchasing through our website.

Order Support

If you have already placed an order and need assistance, please include your order number and the email address used when placing the order whenever possible. Providing these details can help us locate your order more efficiently and provide relevant assistance.

Our customer service team can assist with questions regarding:

Order confirmation and order status
Product information and specifications
Product availability and available options
Shipping and delivery information
Order changes, where available and applicable
Return and refund requests
Damaged, defective, or incorrect products
General questions about products available on our website
Other order-related concerns

Product Information

If you have questions before purchasing, we recommend reviewing the information provided on the relevant product page.

Depending on the product, the information available may include details such as dimensions, materials, colors, product features, weight limits where applicable, care instructions, intended use, compatibility, and other relevant specifications.

Our customer support team can also assist with general questions about our main product categories:

Pet Furniture & Home Decor – Furniture and home accessories designed for pet-friendly living spaces, with product options that vary in design, dimensions, materials, and intended use.
Pet Bowls & Feeding Stations – Feeding bowls, water bowls, and feeding station products intended to help organize everyday feeding routines.
Pet Toys & Enrichment – Toys and interactive products designed to encourage play, exploration, and engagement, subject to each item’s stated suitability and usage instructions.
Pet Ramps & Stairs – Products designed to provide alternative access to certain elevated surfaces, with suitability depending on dimensions, construction, weight capacity where specified, and the needs of the individual pet.

Product specifications, dimensions, materials, colors, features, availability, and other characteristics may vary between individual products. Customers should review the information displayed on the applicable product page before placing an order.

For products intended for pets of particular sizes or weight ranges, please carefully check the relevant specifications and instructions to determine whether the item is appropriate for your pet and intended environment.

Customer Service

Customer Service Email: [email protected]

We aim to respond to customer inquiries within 24–48 business hours. Response times may occasionally be longer during weekends, public holidays, or periods of unusually high inquiry volume.

When contacting us, please provide clear and relevant information about your request. For order-related inquiries, including your order number and the email address associated with your order can help us identify the relevant order and provide assistance more efficiently.

Shipping and Delivery Questions

If you have questions about the processing, shipment, or delivery of an order, our customer service team can assist based on the information available for your order.

Depending on the circumstances, we may assist with questions concerning:

Order processing
Shipping status
Delivery updates
Available tracking information
Delivery-related concerns
Delayed orders
Orders that have not arrived within the expected delivery timeframe
Questions concerning the delivery of larger or heavier products

Because our collection includes products with different dimensions, weights, and handling requirements, shipping arrangements, costs, and delivery estimates may differ depending on the product, order, and destination.

Customers should review our Shipping Policy and any shipping information displayed during checkout before completing a purchase.

Delivery estimates are provided based on the applicable shipping information and are not intended to guarantee an exact delivery date unless expressly stated otherwise. If your order appears to be delayed or the tracking information has not been updated, please contact us with your order details so we can review the available information.

Returns and Refunds

If you need assistance with a return or refund, please contact us at [email protected] with your order information and a brief explanation of your request.

For products that arrive damaged, defective, incorrect, or materially different from the applicable product description, please contact us and provide relevant information about the issue.

Where appropriate, we may request supporting photographs showing:

The product received
The affected or damaged area
The product packaging
The shipping label
Any other information reasonably necessary to review the issue

This information can help us understand the circumstances and determine the appropriate next steps.

For complete information regarding return eligibility, applicable return periods, return procedures, return shipping, refunds, and other conditions, please review our Return & Refund Policy.

Nothing on this Contact Us page is intended to limit any rights or remedies available to consumers under applicable law, including statutory rights relating to faulty, misdescribed, or otherwise non-conforming goods.

Questions About Pet Furniture and Accessories

When purchasing pet products online, we recommend reviewing the product specifications carefully, particularly where dimensions, materials, weight limits, compatibility, and intended use are important to your requirements.

Before ordering, customers should consider the information available on the applicable product page, including:

Overall product dimensions
Material and construction information
Color and design
Available sizes or variations
Intended use and placement
Weight capacity, where specified
Compatibility with the intended environment or application
Product-specific care and maintenance information
Safety instructions and other applicable limitations

For pet furniture, customers should consider the available space and the intended use of the item. For feeding products, the dimensions and configuration should be suitable for the intended feeding arrangement. For toys, customers should review any stated age, size, supervision, or usage recommendations. For ramps and stairs, customers should check the dimensions, installation requirements, stability information, and stated weight capacity where applicable.

If you need clarification about information displayed on a product page, you may contact us before placing your order.

Please identify the product you are asking about and, where possible, include the product name or a link to the applicable product page so our team can better understand your inquiry.

Order Changes and Cancellations

If you need to request a change or cancellation after placing an order, please contact us as soon as possible at [email protected].

Whether an order can be changed or cancelled through our normal order process may depend on its processing or fulfilment status. We will review your request and advise you of the available options based on the circumstances and applicable policies.

If an order has already progressed too far through processing or shipment to be changed or cancelled through our normal order process, other options may be available under our Return & Refund Policy and applicable consumer protection laws.

For online purchases covered by UK consumer cancellation regulations, customers will generally have a statutory right to cancel within 14 days of receiving goods, subject to applicable exceptions and legal requirements. This statutory right is separate from any voluntary return arrangements we may offer.

Any statutory cancellation rights or other legal remedies available to consumers under applicable law remain unaffected by this Contact Us page.

Before Contacting Us

For questions concerning purchases, shipping, cancellations, returns, refunds, privacy, or use of our website, we recommend reviewing the relevant policies available on our website.

These may include our:

Shipping Policy
Return & Refund Policy
Privacy Policy
Terms of Service
Payment information and applicable checkout terms

These pages provide important information about purchasing from Cavonel and using our website.

If your specific situation is not addressed by the information available on our website, please contact our customer service team for assistance.

Our Commitment

At Cavonel, we consider clear communication and accessible customer support important parts of the online shopping experience.

We aim to provide customers with useful product and order information before and after a purchase and to handle customer inquiries in a professional and reasonable manner.

Whether you are considering pet furniture and home decor, feeding bowls and stations, toys and enrichment products, or pet ramps and stairs, or require assistance with an existing order, our goal is to provide relevant information and help address your inquiry based on the circumstances of your request and our applicable policies.

We understand that selecting suitable products for pets requires attention to individual needs and product specifications. Our customer service team is available to help clarify the information we provide so customers can make informed decisions.