How can we help you?

Hey there! We totally get it, sometimes things can go wrong during shipping. But no worries, if you receive a damaged or faulty item, we've got your back! Just reach out to us within 48 hours of receiving your items and we'll gladly replace it for you at no extra cost.

Now, we do have to mention that we don't accept returns or exchanges if you simply change your mind about the product (although we totally get it, our pet products are just too cute to resist!). However, we will offer replacements for items that meet certain criteria, such as being faulty, damaged, or lost in transit.

But hey, let's make sure we get it right the first time! Double check that all the info you provided during checkout is accurate to avoid any lost or misrouted parcels. And don't forget, international customers, please include your phone number.

If you have any other questions or concerns, just shoot us an email at support@auroradeals.com and our Customer Service team will be more than happy to help!

Uh-oh, it looks like there may have been a mix-up! Don't worry, we'll get it sorted out for you. If you received an incorrect item or order, please contact our Customer Service team at support@auroradeals.com as soon as possible. We'll work with you to get the correct item sent your way and make sure you're completely satisfied with your shopping experience. Thank you for your understanding and patience!

We know you're excited to get your refund, and we don't want to keep you waiting!

Most refunds are processed within 24-48 hours of us receiving your returned item. However, it may take a bit longer depending on your bank's processing times. We promise to keep you updated throughout the entire refund process so you can track your refund like a pro!

If you haven’t received your refund within a reasonable amount of time, please don't hesitate to reach out to us at support@auroradeals.com. We're always here to help and make things right for you.

Hey there!

So, you've just placed an order at AURORA and you're eager to track its progress. Well, fear not, because we've got you covered!

We use a super cool tool called ParcelPanel to help you keep tabs on your new goodies. Here's how to track your order:

Step 1: Go to https://auroradeals.com/apps/parcelpanel

Step 2: Enter your order number and email address.

Step 3: Sit back, relax, and let ParcelPanel work its magic! You'll be able to see exactly where your order is and when it's expected to arrive.

And that's it! Pretty easy, right? Plus, it's always fun to see your package getting closer and closer to your doorstep.

If you have any questions or concerns about your order, don't hesitate to reach out to our friendly customer service team at support@auroradeals.com.

Happy tracking!

Looking to get your hands on some of our amazing products? We've got you covered with our two shipping options: Standard and Insured Shipping and UPS Ground Shipping.

If you're a bit more of a worry-wart, don't fret! Our Standard and Insured Shipping option offers added peace of mind with its insurance coverage. With this option, your order will be shipped within 2-5 business days and typically arrives within 7-15 business days. But, in the unlikely event that your package is lost or damaged during transit, you can rest easy knowing that it's insured and we'll take care of it.

Our UPS Ground Shipping is the perfect choice for those looking for affordable and faster shipping. With this option, your order will be shipped within 1-3 business days and typically arrives within 2-4 business days. It's a great option for those who want to get their hands on our pawsome products ASAP!

So, whether you choose our Standard and Insured Shipping or UPS Ground Shipping, you can trust that we'll do everything we can to get your order to you as soon as possible. Happy shopping!

Welcome to the AURORA Shipping Information Center! We understand that you can't wait to receive your order and we assure you that we're just as excited to deliver it. Let's dive into the details of our various delivery options so you know exactly when to expect your goodies.

Our Most Popular Shipping Option - UPS® Ground Shipping: For a fair price of $7.99, UPS® Ground Shipping ensures your package gets to you within 2-4 business days. This method is the most popular among our customers due to its perfect balance of cost and efficiency.

Standard and Insured Shipping: At only $5.99, our Standard and Insured Shipping option sends your order right to your doorstep within the estimated timeframe of 5-12 business days. This economical choice also includes insurance coverage for absolute peace of mind, protecting your package against unforeseen incidents during transit.

Rapid Delivery with UPS® 2nd Day Air: In a hurry? Choose our UPS® 2nd Day Air for $13.99 to expedite the delivery process. This option ensures your furry friend's new toys and treats will arrive in just two business days!

FREE Shipping on Orders Over $49.00: AURORA™ is delighted to offer FREE shipping on all orders over $49.00! This option comes with the same 5-12 business day delivery timeframe, giving you another reason to spoil yourself.

While we aim to maintain our commitment to these delivery timeframes, please understand that occasional delays can occur due to external factors beyond our control. Rest assured, our team is always on hand to address any of your concerns regarding delivery.

Remember, good things come to those who wait, and your order is no exception. If you have any queries, please feel free to reach out to our Customer Service team, we are more than happy to assist you.

Happy shopping at AURORA, where we make shopping easier!

Of course, we do! We love our customers all around the world and want to make sure they get their hands on our products. However, shipping times and fees may vary depending on your location. But don't worry, our international shipping team will work their tails off to get your order to you as soon as possible. Just make sure to double-check that all your information is correct when you place your order to prevent any delays in delivery.

Uh-oh, did your cat distract you while you were placing your order? It happens to the best of us! But don't worry, we're here to help. If you realize that you provided the wrong address, please contact us ASAP at support@auroradeals.com. We'll do our best to update your shipping address before your order ships out. Keep in mind that if your order has already shipped, we may not be able to change the address, but we'll still try our best to help you out.

You should see tracking events within 48-96 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking events only show up once the shipment was handed over to the local facility.

Note: Some carriers take a longer time for the next information to appear. (Might apply for t-shirts, posters, canvas or mugs orders)

It is normal that your shipment has been delayed in updating tracking information for a few days. Most of the time the latest updates will appear after that. 

This can be due to (but not limited to) weather incidents, customs clearance, or carrier backlogs. Some carriers take a longer time for the first tracking information to appear. (Might apply for t-shirts, posters, canvas or mugs orders or shipments sent to Canada)

If you just placed your order, tracking information will be displayed after your order starts being shipped.

• P/s: Please note that the high volume of packages during the seasonal period can also affect the shipping time.
• P/s/s: We will try to ship out the package as soon as we could and try our best to avoid unnecessary delays in this crisis time. Hope you understand and wait patiently with us.

If you received the delivery notice but the package is not in your mailbox, in your apartment office, or on the porch/doorstep, please don't worry, there are a few possibilities and steps to do in that event.

• It could be delivered to the PO Box if you have one. Please stop by the post office to collect your package.
• Your neighbors and housemates might have received it in error. You might want to reach out to them.
• Some carriers' delivery vans have GPS that sometimes automatically updates a shipment as "Delivered" prematurely. Please wait 2-3 business days because the package was most likely marked as delivered accidentally, and will arrive the following days.

If all else fails, reach out to our friendly customer service team at support@auroradeals.com and we'll do everything we can to make things right! We take lost packages seriously and will work with you to find a solution.

Hey there!

At this moment, we don't offer express shipping, but we do have a variety of shipping options to choose from, including standard and insured shipping. We want to make sure you receive your items in a timely manner without breaking the bank, so feel free to explore our shipping options and choose the one that works best for you!

If you have any other questions or concerns, don't hesitate to reach out to our customer service team. We're always here to help!

Hey there! Thanks for asking. Our products are manufactured and shipped from all around the world! From the US to China, Canada to the UK, we've got our paws in many different fulfillment centers. No matter where you are, we'll make sure to get your order to you as quickly as possible! If you have any other questions, feel free to reach out to us. We're always happy to help.

Oh no, it looks like your package is on a wild adventure! There are a few reasons why your package might get returned to us, but don't worry, we've got your back.

Firstly, if the shipping address is incorrect or incomplete, the package might be returned to us. In this case, a small reshipping fee may apply, but we'll make sure to get your package back on its way to you.

Another reason your package might get returned is if you weren't able to collect it when it was out for delivery. Don't worry, we understand that life can get busy and sometimes you can't make it to the post office in time. If this happens, we're happy to send you a replacement package.

But if the second package still can't reach you, unfortunately, there's not much else we can do to help. So let's make sure that the shipping address is correct and keep an eye out for that delivery!

We know you can't wait to spoil your fur baby with treats and toys, so let's talk payment options! We accept all major credit cards, including Visa, Mastercard, American Express, and Discover. Plus, we also offer the option to pay with PayPal for added convenience. When you're ready to checkout, simply select your preferred payment method and follow the prompts to complete your purchase. And don't worry, we use industry-standard encryption to ensure that your payment information is always safe and secure. So go ahead and treat your pet to some retail therapy - we've got you covered!

Ah, the big question on everyone's mind - is my payment information safe? Well, let us assure you, dear customer, that here at AURORA, we take your security very seriously.

Our store is hosted by the ever-trustworthy Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our pawsome products to you. And just like a loyal pup, they keep your data safe and sound, stored through Shopify's secure servers, databases, and application.

But what about payment, you ask? If you choose to make a direct payment, rest assured that your credit card data is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). And we only keep your purchase transaction data for as long as necessary before deleting it for good.

Plus, all our payment gateways are PCI-DSS compliant and managed by the PCI Security Standards Council, a joint effort by the top dogs like Visa, MasterCard, American Express, and Discover.

So, no need to bark up the wrong tree - your payment information is in good hands. If you want to learn more about our payment process and security measures, check out Shopify's Terms of Service or Privacy Statement.

Sure thing, mate! Unfortunately, we do not offer Cash on Delivery for our European customers at this time. However, we do offer a variety of payment options, including credit cards, PayPal, and Apple Pay, to make your shopping experience as convenient as possible. If you have any further questions or concerns, feel free to reach out to our friendly customer service team at support@auroradeals.com.

Oh no! Sorry to hear that your card was declined. There are a few reasons why this could happen. It could be that the card has insufficient funds, the billing address doesn't match the address associated with the card, or the bank has flagged the transaction as suspicious.

Don't worry, it's not the end of the world! You can try a different payment method or contact your bank to see if there are any issues on their end. And if all else fails, feel free to reach out to our customer service team for assistance.

We'll help you get your paws on those products in no time!

Hey there!

So you've changed your mind, huh? No worries, it happens to the best of us. Cancelling an order is a piece of cake. All you need to do is shoot us an email at support@auroradeals.com with your order number and the reason why you're cancelling.

But, wait! Before you do that, make sure you're cancelling within the 3-hour window of order placement. After that, it's a little too late to cancel.

We hope you don't have to cancel, but we understand that life happens. Don't hesitate to reach out if you have any questions or concerns!

Best, The AURORA™ Team

You can modify your order simply by sending your request via this contact form. Please provide all details for your adjustment and your order number. 

NOTE: 

• Your order is only eligible to be modified within 2 hours of placing order. After that time, the order is locked for processing and can no longer be adjusted.  
• We try to process our orders extra fast to make sure that they arrive with you as soon as possible so we can't make sure if we're able to change your order address, item variant or quantity. Hope you understand.
• For modification requests and in the holiday season, orders may reach you a little longer than usual for processing the change.

Of course! As long as you received a confirmation email, your order went through. If you're still unsure, you can always check your account on our website or contact our friendly customer support team for assistance. But rest assured, we're working hard to get your order processed and on its way to you as soon as possible!

Hey there, savvy shopper! To redeem your coupon code, all you have to do is click on "checkout" and enter your payment information. After that, hit "continue" and you'll be whisked away to a magical land where you can enter your code. Just make sure to type it in exactly as advertised, even those pesky capital letters and spaces. Happy saving!