Frequently Asked Questions
At Bravela, pets are family, and we want shopping for yours to feel easy. Here are answers to the questions we hear most. Can't find what you're looking for? Email us at Professional_aid@bravela.shop and we'll be happy to help.
Orders & Shipping
Where do you ship?
We ship to all 50 US states, including APO/FPO addresses. We don't ship internationally at this time.
How long will my order take to arrive?
Orders are dispatched within 1–3 business days. Once shipped, delivery takes 7–15 business days. Holidays and peak seasons can add a little extra time.
How much does shipping cost?
Standard shipping is free on orders of $50 or more. Orders under $50 ship for a flat rate of $4.99.
How can I track my order?
As soon as your order ships, we'll email you a tracking number. Tracking can take 24–48 hours to start updating, so don't worry if it looks quiet at first.
Why did my order arrive in separate packages?
Items in the same order sometimes ship from different locations, so they may arrive on different days. You're never charged extra shipping when this happens.
What is shipping protection?
Shipping protection is an optional add-on at checkout that covers your order if it's lost, stolen, or damaged in transit. If something goes wrong, contact us and we'll send a replacement or refund.
My order hasn't arrived. What should I do?
If your order hasn't arrived within 20 business days of shipping, or tracking shows delivered but you can't find it, email us with your order number. We'll work with the carrier to make it right.
Can I change or cancel my order?
Yes, if you reach us within 12 hours of placing it. After that, your order may already be on its way. Please double-check your shipping address at checkout, since we can't redirect packages once they've shipped.
Returns & Refunds
What is your return policy?
You can return most items within 30 days of delivery. Items must be unused, clean, free of pet hair, and in their original packaging.
Are there items I can't return?
For the health and safety of every pet, we can't accept returns on used items, including grooming tools, bedding and mats, feeding and water products, and toys. Sale items and gift cards are final sale.
My item arrived damaged or wrong. What now?
We're so sorry! Email us within 7 days of delivery with your order number and a photo of the issue. We'll send a replacement or a full refund at no cost to you, and you won't need to send anything back.
How do I start a return?
Email Professional_aid@bravela.shop with your order number and the reason for your return. We'll send you instructions and the return address. Please contact us before sending anything back, since returns sent without authorization can't be processed.
Who pays for return shipping?
If the return is due to our mistake (damaged, defective, or incorrect items), we cover it. For all other returns, return shipping is paid by the customer, and original shipping fees aren't refundable.
When will I get my refund?
Once we receive and inspect your return, approved refunds go back to your original payment method within 5–10 business days. Your bank may need a few extra days to post it.
Can I exchange an item?
The quickest way is to return the original item and place a new order for the size or color you'd like.
Our Products
Will your electrical products work with US outlets?
Yes. For products like our PureFlow Pet Fountain and ShedAway Grooming Vacuum, please choose the US-standard plug option at checkout.
Will the PawGuard Backseat Shield fit my car?
It's designed to fit the back seat of most cars, SUVs, and trucks. We recommend checking the dimensions on the product page against your back seat before ordering.
How do I know which size to pick?
Each product page lists measurements for every size option. When in doubt, measure your pet (or the space) and size up. You're also welcome to email us and we'll help you choose.
How do I care for my Bravela products?
Care instructions are included with each product and on its product page. Most of our fabric items can be wiped or spot-cleaned, and removable parts should be cleaned regularly to keep things fresh for your pet.
Payments & Support
What payment methods do you accept?
We accept all major credit and debit cards, plus the express payment options shown at checkout.
Is my payment information secure?
Yes. All payments are processed through Shopify's secure, encrypted checkout. We never see or store your full card details.
How can I reach you?
Email us anytime at Professional_aid@bravela.shop. We reply as quickly as we can, usually within one business day.