Terms of Service
1. Introduction
These Terms of Service explain the rules and conditions that apply when you visit fenlavor.com, place an order for pet toys and accessories, use our website functions, contact customer service, or purchase from Fenlavor, LLC. By accessing or using our website, you agree to follow these Terms of Service and all related policies referenced on this website.
2. Company Information
This website is operated by Fenlavor, LLC. Our website is fenlavor.com. You may contact us at [email protected] or by phone at +1(800)336-1834. Our company address is 7067 Columbia Gateway Dr, Ste 200, Columbia, MD 21046, US. Please include your order number when contacting us about an existing order.
3. Use of the Website
You agree to use fenlavor.com only for lawful personal shopping, browsing, account, order, and customer service purposes. You must not misuse the website, interfere with its normal operation, attempt unauthorized access, submit false information, copy website content without permission, or use the website in a way that may harm Fenlavor, LLC, other customers, service providers, or website security.
4. Product and Website Information
We try to keep product descriptions, images, prices, availability, shipping information, and website content accurate and up to date. However, errors, omissions, display differences, stock changes, or technical issues may occur. We reserve the right to correct errors, update information, change product availability, or cancel affected orders where reasonably necessary.
5. Orders and Acceptance
After you place an order, you may receive an order confirmation by email. This confirmation means that we have received your order request, but it does not always mean that the order has been fully accepted or shipped. An order may be reviewed for payment confirmation, address accuracy, stock availability, fraud prevention, or other reasonable business checks before fulfillment.
6. Order Cancellation
We may cancel an order if payment cannot be verified, the billing or shipping details are incomplete, the product is unavailable, the order appears unauthorized or fraudulent, the address cannot be served, or a website error affects the order. If payment has already been captured and the order is cancelled by us, we will issue a refund to the original payment method where applicable.
7. Pricing and Currency
Prices are displayed on fenlavor.com and may be changed from time to time without prior notice. For European-region customers, transactions are generally processed in Euro unless another currency is clearly displayed at checkout. The final amount shown before payment is the amount you authorize. Your bank or payment provider may apply separate currency conversion fees or account charges.
8. Payment Terms
Payment must be successfully authorized before an order can be processed. Available payment methods may include Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, or other options shown at checkout. Payment availability may depend on your location, device, browser, and payment provider settings. For more details, please review our Payment Policy.
9. Payment Security
We use reasonable security measures and trusted third-party payment providers to support secure checkout. Fenlavor, LLC does not store full card numbers, card verification codes, or complete payment credentials on our website systems. If a payment fails, is declined, appears duplicated, or requires review, please contact us with your order information so we can assist.
10. Shipping Services
Fenlavor, LLC provides worldwide shipping services where available. Orders are usually processed within 1–4 business days after payment confirmation. Delivery time and shipping fees may vary by region, including Europe, the United States, Australia, and other worldwide destinations. For detailed shipping fees, estimated delivery times, tracking information, customs terms, and package delay information, please review our Shipping Policy.
11. Delivery Address and Risk
You are responsible for providing a complete and accurate shipping address at checkout. Incorrect, incomplete, outdated, or undeliverable addresses may cause delivery delays, failed delivery, package return, or additional charges. Once an order has been handed to the carrier, delivery timing may be affected by carrier handling, customs processing, weather, public holidays, local service conditions, or other circumstances outside our direct control.
12. Order Tracking
After your order has been shipped, tracking information may be sent to the email address provided at checkout. Tracking updates may take time to appear after the carrier first receives the package. You may also check your order status through our Order Tracking page by entering the required order information.
13. Customs, Duties, and Local Charges
For international shipments, customs duties, import taxes, VAT, handling fees, or other local charges may be assessed by the destination country or region. These charges are generally the responsibility of the recipient unless otherwise required by applicable rules. Customs processing may also affect delivery time, and Fenlavor, LLC cannot control decisions made by customs authorities or local carriers.
14. Returns and Refunds
Customers may request a return within 30 days of receiving your order, subject to the return conditions stated in our return policy. Returned items must generally be clean, complete, unused, unaltered, and in resalable condition unless the issue was caused by damage, incorrect shipment, or a confirmed problem caused by Fenlavor, LLC. For full details, please review our Return & Refund Policy.
15. Refund Timing
Approved refunds are normally issued to the original payment method used at checkout. Refund processing usually takes 3–10 business days after the returned item has been inspected and approved. After the refund is issued, the time required for funds to appear in your account may depend on your bank, card issuer, wallet provider, or payment processor, and usually takes around 7 business days.
16. Privacy and Personal Information
We collect and use personal information to process orders, arrange delivery, confirm payments, provide customer service, manage returns and refunds, maintain website security, and improve website functions. For more information about how personal information is collected, used, stored, shared, and protected, please review our Privacy Policy.
17. Cookies and Website Technologies
fenlavor.com may use cookies and similar technologies to support website operation, cart activity, checkout, preferences, security, and performance review. Some cookies are necessary for normal website functions. For more details about how cookies are used and how they may be managed, please review our Cookie Policy.
18. Limitation of Responsibility
To the fullest extent permitted by applicable law, Fenlavor, LLC is not responsible for indirect, incidental, special, or consequential losses arising from website use, product unavailability, delivery delay, payment provider issues, third-party service interruptions, customs actions, incorrect customer information, or events outside our reasonable control. Nothing in these Terms of Service is intended to exclude rights that cannot be excluded under applicable law.
19. Changes to These Terms
We may update these Terms of Service from time to time to reflect changes in our website, policies, services, payment methods, shipping arrangements, legal requirements, or business practices. Updated terms will be posted on this page. Continued use of fenlavor.com after changes are posted means that you acknowledge the updated Terms of Service.
20. Governing Law and Contact
These Terms of Service are governed by the laws applicable to the country or region where 7067 Columbia Gateway Dr, Ste 200, Columbia, MD 21046, US is located, unless mandatory consumer protection rules require otherwise. Any dispute that cannot be resolved through customer service shall be handled by the competent court with jurisdiction over the company address, unless applicable law provides a mandatory alternative venue. For questions about these terms, please contact Fenlavor, LLC at [email protected] or call +1(800)336-1834.