FAQ

General & Orders

Q: Do you ship to my country? A: We currently ship to the United States, Canada, the United Kingdom, Europe, and Australia. If you're located elsewhere, feel free to contact us at service@ivomora.com, and we’ll see if we can arrange a special delivery for you!

Q: Can I change or cancel my order after it’s been placed? A: We process orders quickly to ensure your pets get their gear ASAP. You can change or cancel your order within 12 hours of placement. After that, the order may have already been processed or shipped.

Products & Sizing

Q: How do I know which size to choose for my pet? A: Sizing is crucial for comfort! Each product page (like our socks) features a detailed Size Guide. We recommend measuring your pet’s paw width or body length while they are standing. If your pet is between sizes, we usually recommend choosing the larger size.

Q: Are your materials safe for pets with sensitive skin? A: Absolutely. We prioritize natural materials like combed cotton and natural sisal. Our products are tested to ensure they are non-toxic, breathable, and gentle on your pet's skin and paws.

Q: My cat isn't using the new scratcher. What should I do? A: Some pets need a little time to adjust. Try rubbing a bit of catnip on the sisal or using a feather toy to lead them to the scratcher. Most cats will start using it naturally once their scent is on the board!

Shipping & Tracking

Q: How long will it take to receive my order? A: Standard shipping typically takes 7–12 business days after processing. Processing usually takes 1–3 business days. Please note that delivery times may vary slightly based on your location and local customs.

Q: How can I track my package? A: Once your order is shipped, you will receive an email with a tracking number. You can enter this number on our Track My Order page to see live updates.

Q: Why is my tracking information not updating? A: Don’t worry! It often takes 24–48 hours for the carrier’s system to update the initial tracking status. If there has been no movement for over 5 business days, please contact us.

Returns & Refunds

Q: What is your return policy? A: We offer a 30-day return window for unused and unwashed items in their original packaging. For hygiene reasons, we cannot accept returns on items that have excessive pet hair or signs of wear.

Q: Do I have to pay for return shipping? A: If the item is defective or we sent the wrong product, we cover all costs! For "change of mind" returns or sizing issues where measurements were correctly provided, the customer is responsible for the return shipping fees.

Still Have Questions?

Our "Paw-some" Support Team is ready to help!

  • Email: service@ivomora.com

  • Phone: (+1) 5103890602

  • Business Hours: Mon–Fri, 9:00 AM – 5:00 PM (PST)