GIRELTO / TRAVEL COMPANION NOTES
For product, order, return and privacy questions, email service@girelto.com or use the contact form on this page. Give us a clear description so we can help with the right part of your journey.
1. Product and selection questions
Tell us the product name or send its store link, then explain the information you need. Useful questions include confirmed internal measurements, the opening arrangement or what is included with a particular item. Do not use an image alone to infer a weight capacity, material or airline approval. If you are comparing a carrier for a specific route, check the transport operator's rules directly and share the relevant requirement rather than assuming a bag is accepted everywhere.
2. Order and delivery support
Include the order number, the email address used at checkout and a short description of the issue. Tell us whether you are asking about preparation, dispatch, tracking or a delivery attempt. If the address needs correction, provide the complete corrected address promptly. A submitted amendment is only confirmed when we reply that it has been made. Our Shipping Policy explains the separate preparation and transport estimates, the charges in USD and how delay enquiries are handled.
3. Returns, damage and incorrect items
Request a return within 30 days after receipt and wait for instructions before posting it. Include the item name, reason and photographs when damage or an incorrect item is involved. Keep packaging and relevant labels while the issue is reviewed. The registered address in China is the default return destination; a dispatch label or Shopify backend address should not be used as an assumed return address. Read the Return Policy for eligibility, postage responsibilities and refund processing.
4. Privacy requests and safe messages
For access, correction, deletion or another privacy request, identify the type of request and the email used with the store. We may need enough information to verify that the request concerns your records, but do not send account passwords, full card numbers, security codes or one-time authentication codes. Avoid including unrelated information about other people. Our Your Privacy Choices page explains the available contact route and platform controls. Marketing unsubscribe requests do not prevent necessary order updates.
5. Company contact and form guidance
The operating company is Hangzhou Tanchen Network Technology Co., Ltd.; the displayed Owner is Xu Daoyou. Support enquiries are handled through service@girelto.com. This is not an emergency veterinary service or a live parcel-control service. If your pet is in distress, stop the journey and seek appropriate help. The contact form sends an enquiry through the store's normal contact system; a success message confirms submission, not that an order change or return has already been approved. Keep your message specific and retain the confirmation for reference.