FAQs

Welcome to the Iznori Help Center. Here, you'll find answers to frequently asked questions about shopping, payment options, shipping arrangements, order modifications, and after-sales assistance. If you need further support or cannot find the information you're looking for, please contact our customer service team at support@iznori.com. To help us handle your request efficiently, we recommend including your Order Number and the email address associated with your purchase.

Ordering & Payments

Q: How can I apply a discount code to my order?

A: If you have a valid promotional code, you can redeem it during checkout by following these simple steps:

Select your preferred pet products and click "Add to Cart."
Open your shopping cart and proceed to the checkout page.
On Mobile Devices: Tap "Show order summary" to expand the order details and locate the discount code field.
On Desktop Devices: Find the discount code or gift card entry box displayed on the right side of the checkout page.
Enter your promotional code and click "Apply" to confirm the discount before completing payment.

Q: What payment methods are supported?

A: Iznori offers secure checkout through supported payment service providers. Depending on your location and the options displayed at checkout, available payment methods may include:

PayPal
Major Credit and Debit Cards (Visa, Mastercard, American Express, Diners Club)
Digital Payment Options (Apple Pay, Google Pay)

Q: What are your shipping charges?

A: Our standard international shipping fee is $5.99 USD per order. However, shipping charges may vary slightly depending on the delivery destination or promotional offers available at the time of purchase. Any applicable shipping costs will be displayed during checkout, allowing you to review the final amount before placing your order.

Shipping & Delivery

Q: Can iznori deliver orders internationally?

A: Yes. iznori offers international shipping to supported countries and regions through our fulfillment and logistics partners. Orders containing products from our Outdoor, Interactive Play, and Daily Care collections may be dispatched from different fulfillment locations depending on stock availability and the destination address.

Q: What is the estimated delivery timeframe?

A: After your order has been processed and prepared for shipment, standard international delivery typically takes approximately 10–20 business days. Actual delivery times may vary depending on the destination, local customs procedures, and transportation conditions.

Q: How can I track the progress of my delivery?

A: Once your order has been shipped, you will receive a shipping confirmation email containing the relevant tracking number. You can use this number to check the latest delivery updates through the shipping carrier's tracking website or a compatible tracking platform.

Q: Why is my package tracking information not updating?

A: Shipping carriers may require approximately 24–48 hours after dispatch to register and display the first tracking updates. During international transportation, tracking information may also remain unchanged temporarily while parcels pass through transit centers, customs facilities, or different shipping networks.

Q: Why did I receive my order in separate packages?

A: Some orders may contain items stored at different fulfillment facilities. For example, if you purchase products from our Outdoor, Interactive Play, or Daily Care collections together, certain items may be dispatched separately to accommodate inventory availability. In such cases, each package may have its own tracking number and delivery schedule.

Order Changes & Cancellations

Q: Can I correct or update my shipping information?

A: Yes, provided that your order has not progressed too far through the fulfillment process. Please contact our support team immediately at support@iznori.com with the subject line Urgent: Shipping Address Update and include:

Your Order Number
The email address used when placing the order
Your complete updated shipping details, including recipient name, address, and contact number

Important: Once an order has been packed or transferred to the shipping carrier, we may be unable to update its delivery information. You may need to contact the carrier directly for additional assistance.

Q: Is it possible to change the products or quantities in my order?

A: We understand that you may need to make adjustments after completing your purchase. Please send an email to support@iznori.com as soon as possible, using Urgent: Order Modification as the subject line. Include the following details:

Your Order Number
Your registered checkout email address
A clear description of the items or quantities you would like to change

Our team will review your request and determine whether the changes can be completed before your order enters the packing or shipping stage.

Q: Can I cancel an order after placing it?

A: Order cancellation requests can be considered before fulfillment or shipment processing begins. If your package has already been prepared for dispatch or handed over to the carrier, cancellation may no longer be possible. To request a cancellation, please email support@iznori.com immediately with your Order Number and relevant purchase information.

Returns & Product Concerns

Q: What should I do if my pet product arrives damaged?

A: We apologize if your order arrives in an unsatisfactory condition. Please contact our customer support team at support@iznori.com and provide the following details so we can investigate the issue:

Your Order Number and the email address associated with your purchase
Clear photographs or a short video showing the damaged product
A photograph of the original package showing the shipping label

Our team will review the information and help determine an appropriate solution.

Q: What if I notice a manufacturing defect in my item?

A: Iznori strives to offer dependable pet products that meet our quality expectations. If you discover a possible manufacturing defect or an issue with the product's condition, please email support@iznori.com with your Order Number, a brief explanation of the problem, and clear photographs of the affected area. Our customer support team will evaluate your request and advise you on the next steps.

Q: What should I do if an item is missing or incorrect?

A: If your shipment contains the wrong product or an item is missing from your order, please notify us at support@iznori.com. Include your Order Number and either a photograph of the incorrect item or the name of the missing product.

Please also check whether your order has been divided into separate shipments, as some items may arrive at different times. Our support team will review the situation and assist you in resolving the issue.

Order Confirmations & Tracking Updates

Q: Why haven't I received my order confirmation email?

A: Order confirmations are generally sent to the email address provided during checkout. If you cannot locate your confirmation, please check your spam, junk, or promotions folders.

If the email is still missing, contact support@iznori.com and provide the email address or phone number associated with your order. Our team will help verify your purchase details and assist you in locating the confirmation information.

Q: What should I do if I haven't received my tracking number?

A: Tracking details are normally made available once your order has completed processing and has been prepared for shipment. If your tracking email has not arrived within the expected order processing period, please check your spam or junk folder first.

If you still cannot find the information, reach out to our customer support team at support@iznori.com with your Order Number. We will review the shipment status and provide available tracking information.

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