FAQs

Welcome to the stivak Help Center. Here you can find helpful answers to frequently asked questions about our pet products, payments, orders, shipping, delivery, and customer support.

At stivak, we strive to make your shopping experience simple, convenient, and reliable.

If you cannot find the information you need, please contact our customer support team at support@stivak.com. For inquiries about an existing order, please include your Order Number and the email address used during checkout so we can assist you more efficiently.

1. Orders & Payments

How can I use a discount code?

You can apply a valid promotional or discount code during checkout.

Add your preferred pet products to your shopping cart.
Proceed to the checkout page.
Locate the Discount Code or Promo Code field.
Enter your promotional code and click Apply.
Verify that the discount has been applied to your order total before completing your purchase.

If you are shopping on a mobile device, you may need to expand the order summary to locate the discount code field.

Please note that some promotional codes may have expiration dates, minimum purchase requirements, or other conditions.

What payment methods do you accept?

We aim to provide customers with convenient and secure payment options. Depending on availability and your location, supported payment methods may include:

PayPal
Visa
Mastercard
American Express
Discover
Diners Club
Apple Pay
Google Pay

Available payment methods will be displayed at checkout. Certain payment options may not be available in all countries or regions.

How much does shipping cost?

Our standard shipping fee is typically USD $5.99.

Shipping costs may vary depending on the delivery destination, shipping method, order details, and applicable promotional offers.

The final shipping fee will be displayed during checkout before you confirm your purchase.

2. Shipping & Delivery

Do you offer international shipping?

Yes. stivak aims to serve pet owners in various countries and regions through our shipping and logistics partners.

Shipping availability may depend on your delivery destination and applicable shipping restrictions.

You can check whether delivery is available to your location during checkout.

How long does delivery take?

Once your order has been processed and shipped, the estimated delivery time is generally 10–20 business days.

Actual delivery times may vary depending on factors such as:

Delivery destination
Customs clearance procedures
Local carrier operations
Weather conditions
Public holidays
Unexpected transportation delays

Please note that estimated delivery times are not guaranteed arrival dates.

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number, when tracking is available.

You can use the tracking information provided to monitor your package through the designated shipping carrier or a compatible parcel tracking platform.

If you experience difficulties tracking your order, please contact support@stivak.com for assistance.

Why hasn't my tracking information been updated?

Tracking information may take approximately 24–48 hours after shipment to become available in the carrier's tracking system.

For international shipments, tracking updates may occasionally be delayed while a package moves between logistics facilities, customs checkpoints, or local delivery providers.

If your tracking information remains unchanged for an extended period, please contact our customer support team.

Why did my order arrive in multiple packages?

Some orders containing multiple products may be shipped separately due to inventory availability, packaging requirements, or fulfillment arrangements.

If your order is divided into multiple shipments, the packages may arrive on different dates.

Separate tracking information may be provided for each shipment when available.

3. Order Changes & Cancellations

Can I change my shipping address after placing an order?

If your order has not yet been dispatched, we will make reasonable efforts to update your shipping information.

Please contact us as soon as possible at:

Email: support@stivak.com

Subject: Urgent: Address Change

Please include the following information:

Order Number
Email Address Used for the Order
Updated Shipping Address

Once an order has been shipped, changing the delivery address may no longer be possible.

Please verify your shipping information carefully before completing checkout.

Can I modify the products in my order?

If your order has not yet entered the fulfillment process, we may be able to assist with certain product modifications.

Please email support@stivak.com promptly and provide:

Order Number
Email Address
Details of the Requested Changes

We will review your request and determine whether the changes can be accommodated.

Please note that modifications cannot be guaranteed after order processing has begun.

Can I cancel my order?

If you need to cancel an order, please contact our customer support team as soon as possible at support@stivak.com.

Cancellation requests can generally be considered before an order has been shipped.

Once an order enters processing or fulfillment, cancellation may no longer be possible. Any applicable handling charges will be determined according to our published cancellation policy and applicable law.

Orders that have already been dispatched generally cannot be cancelled through the standard cancellation process.

If your order has already shipped, please refer to our Return & Refund Policy for available options.

4. Product Support

What should I do if my order arrives damaged?

If your order arrives damaged, please contact support@stivak.com as soon as possible after receiving your package.

To help us review your concern, please provide:

Order Number
Email Address Used for the Order
Clear Photos or Videos Showing the Damage
A Photo of the Shipping Label, If Available
A Brief Description of the Problem

Our customer support team will review the information and assist you with an appropriate resolution, which may include a replacement, refund, or another suitable solution depending on the circumstances.

What should I do if I receive a defective product?

We understand the importance of receiving pet products that function as expected.

If you believe you have received a defective item, please contact support@stivak.com and include:

Order Number
Email Address
Description of the Defect
Clear Photos or Videos Demonstrating the Issue

Our team will review your request and help determine an appropriate solution in accordance with our policies and applicable consumer protection laws.

What if I receive the wrong product or an item is missing?

If you receive an incorrect item or discover that part of your order is missing, please contact our customer support team promptly.

Please provide:

Order Number
Email Address Used at Checkout
Photos of the Received Product, If Applicable
Details of the Missing or Incorrect Item

Before contacting us about missing products, please check whether your order was divided into multiple shipments.

Our team will investigate your request and work toward a suitable resolution.

How can I find more information about a product?

You can find product descriptions, specifications, features, and other available information on the individual product pages of our website.

We recommend reviewing the product details carefully before placing an order to ensure the item is appropriate for your pet's needs.

If you require additional information about a product, please email support@stivak.com.

5. Account & Order Notifications

Why haven't I received my order confirmation email?

Order confirmation emails are generally sent to the email address provided during checkout.

If you have not received your confirmation, please check your Spam, Junk, or Promotions folders, as automated emails may occasionally be filtered.

Please also verify that you entered the correct email address when placing your order.

If you still cannot locate your order confirmation, contact support@stivak.com. After verifying your order details, our team can help you obtain your confirmation information.

Why haven't I received my tracking number?

Tracking information is generally provided within 1–2 business days after an order has been processed for shipment, depending on carrier availability and fulfillment arrangements.

If you have not received your tracking information, please check your spam or junk email folder.

If tracking details are still unavailable, contact support@stivak.com with your order information, and our team will assist you.

Do I need to create an account to place an order?

Depending on the checkout options available on our website, you may be able to complete your purchase without creating a customer account.

Please follow the instructions displayed at checkout.

Make sure your contact and shipping information is accurate so that you can receive order confirmations and delivery updates.

6. Company Information

stivak is a pet products brand operated by Xenlix LLC. We are committed to providing practical pet essentials, attentive customer support, and a convenient online shopping experience.

Brand Name: stivak

Company Name: Xenlix LLC

Customer Service Email: support@stivak.com

Customer Service Phone: +1 214-669-2038

Registered Business Address:

490 S Van Ness Unit 515
San Francisco, CA 94103
United States

Still Need Help?

At stivak, we value our customers and understand that finding the right products for your pets is important.

Whether you need assistance with product information, placing an order, tracking a shipment, or resolving an issue after delivery, our customer support team is here to help.

Email: support@stivak.com

Phone: +1 214-669-2038

Thank you for choosing stivak. We appreciate your support and look forward to helping you create more comfortable, convenient, and enjoyable everyday experiences with your pets.