FAQ

Welcome to the Coerneuineo Customer Support & FAQ Center. This section provides answers to frequently asked questions related to ordering, payments, shipping, order adjustments, and after-sales assistance. For support regarding a specific purchase, please contact support@coerneuineo.com and include your Order ID together with the email address used during checkout.

Orders, Discounts & Payments

• Applying a Discount Code: After selecting your preferred pet products, proceed to the checkout page. Mobile customers can tap "Show order summary" to access the discount code section, while desktop customers can find the promotional code field near the payment summary. Please confirm that the discount has been successfully applied before completing your payment.
• Available Payment Methods: Our secure payment system supports multiple trusted payment options, including PayPal, Apple Pay, Google Pay, Visa, MasterCard, American Express, and Diners Club. The payment methods displayed during checkout may vary depending on your location, device, and available payment services.
• Shipping Charges: Coerneuineo applies a standard international shipping fee of $5.99 USD per order. Any applicable shipping costs, promotions, or discounts will be clearly displayed during checkout before payment confirmation.

International Shipping & Package Tracking

• Do We Ship Internationally? Yes. We provide international delivery services for products across our Rest Comfort, Play Together, and Daily Essentials collections. Orders may be processed through different fulfillment locations depending on product availability and delivery destination.
• Estimated Delivery Time: After order processing is completed and the package has been dispatched, international delivery usually requires approximately 10 to 20 business days. Actual delivery times may differ depending on customs procedures, carrier operations, and destination conditions.
• Tracking Your Order: Once your package has been transferred to the shipping provider, a shipping confirmation email containing tracking information will be sent to your registered email address. You may follow your shipment through available tracking platforms or the official website of the assigned carrier.
• Tracking Information Delays: It is normal for tracking updates to require approximately 24 to 48 hours after shipment confirmation before the first scan appears. Updates may also pause temporarily while packages move through customs inspections or international transit facilities.
• Why Did My Order Arrive Separately? If an order contains multiple products, items may be shipped in separate packages depending on inventory locations and fulfillment arrangements. This allows us to process available items faster instead of delaying the entire order. Separate tracking numbers may be provided for different shipments.

Order Changes & Cancellations

• Changing Delivery Information: If you need to update your shipping address, please contact support@coerneuineo.com immediately with the subject line "Urgent: Address Change". Please provide your Order ID, checkout email address, and updated delivery details. If your order has already been shipped, we may be unable to redirect the package, and further arrangements may need to be made with the carrier.
• Modifying Order Details: If you need to change product variations, quantities, or selections, contact support@coerneuineo.com using the subject line "Urgent: Order Change". Adjustments can only be considered before warehouse processing and shipment preparation begin.
• Order Cancellation: Cancellation requests are reviewed only for orders that have not entered fulfillment. Once a package has been transferred to the shipping network, the transaction is considered finalized and cancellation requests cannot be accepted.

Damaged, Missing, or Incorrect Products

• Shipping Damage: If your product arrives damaged during transportation, please contact support@coerneuineo.com as soon as possible. Include your Order ID, checkout email address, clear photos or videos showing the issue, and images of the outer packaging and shipping label.
• Product Quality Issues: We carefully review product quality across our Rest Comfort, Play Together, and Daily Essentials collections. If you believe your item has a manufacturing-related issue, please provide your Order ID and supporting images so our team can complete a quality assessment.
• Incorrect Items or Missing Parts: If you receive an incorrect product or discover missing components, please contact our support team promptly. Providing order details along with photos of the received item and packaging will help us investigate and resolve the issue efficiently.

Email Notifications & Order Communication

• Unable to Find Order Confirmation: Please check your spam, promotional, or junk email folders first, as automated order emails may occasionally be filtered. If you still cannot locate your confirmation message, contact support@coerneuineo.com using your registered email address and our team will assist you.
• Shipping Notification Delays: Shipping updates are normally sent after your order has completed processing and leaves our fulfillment facility, generally within 24 to 48 hours. Before contacting support, please confirm that the notification has not been redirected to another email folder.

Need Additional Assistance?
If your question is not covered in this FAQ section, our customer support team is available to provide further assistance. Including your Order ID and registered email address will help us review your request more efficiently.

Brand Identity: Coerneuineo
Corporate Entity: Superline Group (Hongkong) Co., Limited
Client Support Email: support@coerneuineo.com
Client Service Hotline: +1 (775) 254-9532
Registered Address: Room 413, 4/F, Lucky Centre, 165-171 Wan Chai Road, Wan Chai, Hong Kong