Auvinera™ Company Details
Brand Ownership: Auvinera™ is owned and operated by Beijing Mudianwang Technology Co., Ltd.
Frequently Asked Questions
From choosing everyday pet essentials to tracking an order or arranging after-sales support, we want your Auvinera™ experience to feel simple. Find answers to some of the most common questions about our products, orders, delivery, returns, and customer care below.
Brand & Product Questions
Helpful information about our pet-focused collection.
What is Auvinera™?
Auvinera™ is a pet lifestyle brand focused on practical, comfortable, and thoughtfully designed products for the routines pets and their people share at home.
Our collection is designed around areas such as rest, enrichment, play, grooming, hydration, feeding, and everyday pet care.
Who owns and operates Auvinera™?
Auvinera™ is owned and operated by Beijing Mudianwang Technology Co., Ltd. The legal company information and customer contact details are displayed at the top of this page.
Are Auvinera™ products designed only for cats?
No. Our collection may include products intended for cats, dogs, or general pet use. Product suitability varies by item, so please review the individual product description, dimensions, features, and recommended use before purchasing.
How do I know whether a product is suitable for my pet?
Check the information provided on the individual product page, including dimensions, intended use, materials, product features, and any available care or usage instructions.
Because pets vary in size, habits, and behavior, supervision and appropriate product selection are important.
Can product colors look slightly different in person?
Slight differences may occur because screen settings, lighting conditions, photography, and normal production variations can affect how colors appear.
Orders & Payments
Information to help make checkout and order management easier.
What currency is used on the Auvinera™ store?
Transactions through our store are processed in United States Dollars (USD).
What payment methods can I use?
Available payment methods are displayed during checkout and may include eligible credit or debit card options and other supported payment services.
The payment options shown at checkout are the methods currently available for your order.
Can I change my order after placing it?
If you need to request an order change, please contact service@auvinera.com as soon as possible.
Requests to modify an order should be submitted within 12 hours after the order is placed. Once fulfillment has progressed too far or the order has shipped, we may no longer be able to make the requested change.
Can I cancel an order?
Cancellation requests should be sent to service@auvinera.com within 12 hours of placing the order.
If fulfillment has already progressed or the package has shipped, cancellation may no longer be possible. In that situation, eligible items may be handled under our Return & Refund Policy after delivery.
Shipping & Delivery
What to expect after your Auvinera™ order is placed.
How long does order processing take?
Orders are generally prepared within 2–4 business days before shipment. During holidays or other high-volume periods, processing may take up to 5 business days.
How much does shipping cost?
Our current standard shipping fee is $5.99 per order.
How long will delivery take?
Current estimated delivery times after dispatch are 10–15 business days for the United States, 11–16 business days for Canada, the United Kingdom, and Australia, and 15–20 business days for other international destinations.
These are estimated transit times rather than guaranteed delivery dates. Carrier operations, customs, weather, holidays, and destination conditions may affect actual delivery.
Will I receive tracking information?
When tracking is available for your shipment, the applicable tracking information will be provided after the order has been dispatched.
Tracking systems may require some time to display the first carrier update after a shipping label is created.
What should I do if my tracking is not updating?
A short gap between tracking scans can occur while a package moves through the carrier network. If tracking has not updated for an extended period or you believe there is a delivery problem, contact us at service@auvinera.com with your order number so we can review the situation.
What happens if my package appears to be lost?
Please contact our customer support team with your order number and available tracking information. We will review the shipment circumstances and work with you on the appropriate next step in accordance with our Shipping Policy.
Returns, Refunds & Order Issues
Straightforward support when something does not go as planned.
What is the Auvinera™ return window?
Eligible products may be returned within 30 calendar days after delivery, subject to the conditions in our Return & Refund Policy.
What condition must an item be in for a return?
For a standard return, the item should generally be in the same condition in which it was received, unused or unworn where applicable, and returned with its original packaging and included components.
Proof of purchase or the corresponding order information may also be required.
How do I start a return?
Email service@auvinera.com before sending an item back. Please include your order number, the item involved, the reason for your request, and photographs or other supporting information when relevant.
Once an eligible return request is approved, our support team will provide the appropriate return instructions and return destination.
Should I send a return to the company address shown above?
No. Please do not send returns to our business registration address unless our customer support team specifically instructs you to do so.
Once your return request is approved, we will provide the appropriate return warehouse address and return instructions.
What if my item arrives damaged, defective, or incorrect?
Please contact us promptly at service@auvinera.com and provide your order number, a description of the issue, and clear photos or video when helpful.
After reviewing the issue, we will provide an appropriate solution in accordance with our Return & Refund Policy.
How long does an approved refund take?
After an authorized return has been received and inspected, an approved refund is generally issued to the original payment method within 5–10 business days.
Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.
Product Use & Customer Support
A little extra guidance for everyday use.
How should I care for my Auvinera™ product?
Care requirements vary by product. Follow the cleaning, assembly, charging, maintenance, or other instructions supplied with the item or shown on the applicable product page.
Avoid using cleaning methods or chemicals that are not appropriate for the product's materials or electronic components.
Should pets be supervised while using products?
Appropriate supervision is recommended, particularly when introducing a new toy, interactive accessory, feeding product, climbing product, or other item that your pet has not used before.
Stop use if a product becomes damaged or no longer appears suitable for safe use.
How can I contact Auvinera™?
Customer support is available through service@auvinera.com or by phone at +86 17381238194.
Our listed business hours are 24 hours a day, 7 days a week.
What information should I include when asking about an order?
Including your order number, the email address used for the order, the product involved, and a clear description of the issue can help us identify the order and review your request efficiently.
Privacy Questions
Information about your privacy and communication choices.
How does Auvinera™ use personal information?
Personal information may be used to operate our store, process and fulfill orders, provide customer support, maintain security, improve our services, and support communications and other activities described in our Privacy Policy.
Can I make a privacy request?
Depending on where you live and the laws that apply, you may have certain rights relating to your personal information.
Applicable privacy requests may be submitted to service@auvinera.com. Please use the subject line “Privacy Request” and briefly describe your request.
Can I unsubscribe from promotional emails?
Where promotional emails are sent, you may use the unsubscribe option included in the applicable marketing message.
Transactional messages relating to an order, payment, return, refund, or customer service request may still be sent when necessary.
We’re Here for You & Your Pet
If you did not find the answer you were looking for, contact Auvinera™ Customer Support. Including your order number and a short description of your question can help us assist you more efficiently.
Beijing Mudianwang Technology Co., Ltd.
Room 1725, Building 1, No. 6 Liye Road, Changping District, Beijing
Owner / Legal Representative: Zhao Tiezhu
Email: service@auvinera.com
Phone: +86 17381238194
Business Hours: 24 Hours a Day, 7 Days a Week