FAQs

Product, materials & testing

How do you test your products before selling them?

Every product on this site was ordered as a sample first and tested at home with real dogs and cats — for weeks, not for one photo session. We look at how it holds up to teeth, claws and daily use, how easy it is to clean, and whether the animal actually keeps coming back to it. Most samples never make it to the store.

What are your products made of?

For dogs

  • SlowSip™ — food-grade silicone, with a lick ball and cover that lift straight out. Dishwasher safe.
  • ZippyPaw™ — non-toxic, pet-safe materials built to take real chasing and pouncing.

For cats

  • PurrBowl™ — non-toxic plastic with no high-concern chemicals, BPA-free, dishwasher safe on the top rack. 120 g.
  • FurAway™ — the same non-toxic, BPA-free plastic, with rounded bristle tips. 90 g.
  • PuzzleFurr™ — solid wood, 30 cm across, 190 g, with three captive belled balls and a built-in scratch pad.
  • PurrNest™ — thick pressed felt that stands on its own instead of going flat. 50 × 20 cm, for cats up to about 6 kg.

Exact material, weight and dimensions are listed on every product page. When we are not certain of something, we do not claim it.

Are they safe for my pet?

No BPA, no toxic coatings, and no small parts that come loose — the balls in the PuzzleFurr are captive in their tracks and cannot be pulled out and swallowed, and the SlowSip is food-grade silicone because your dog is licking food straight off it. As with any new toy, we recommend supervising the first few sessions to see how your pet plays with it.

How durable are they?

Our toys are enrichment products, not indestructible chew toys. They are built for daily licking, pawing, batting and puzzle-solving, and that is exactly what we test them for. A determined power chewer will eventually get through most things on the market, ours included — which is why every purchase is covered for 60 days. If it does not hold up, we replace it or refund you.

What if my pet isn’t interested?

It happens, and it is covered too. You have 60 days from delivery — write to myzelyra@gmail.com and we will make it right.

Orders, shipping & returns

How can I contact MyZelyra?

You can reach our customer support team at myzelyra@gmail.com. We usually respond within 24–48 hours.

How much is shipping?

Shipping is $4.99, and free on every order over $30. We ship worldwide; rates for your country are shown at checkout.

How long will it take to receive my order?

Orders are processed within 1–2 business days, and delivery usually takes 7–12 days. You will receive a shipping confirmation email once your order has been dispatched. Customs, holidays and local postal services can add a few days on international orders.

Where do you ship from?

All orders are processed and shipped from our main warehouse in Hong Kong. International orders may go through customs before reaching you.

Can I change or cancel my order?

Orders can be changed or canceled within 2 hours of placing them. After that, orders are processed quickly, so changes may not be possible. Contact us right away at myzelyra@gmail.com if you need to update or cancel.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express). All payments are secure and encrypted.

What if I don’t receive my order?

If your order does not arrive within the expected timeframe, contact us at myzelyra@gmail.com. We will track your package and make sure you receive your order or a replacement.

Will I be charged customs and taxes?

Customs duties, taxes and import fees may apply depending on your country. These fees are not included in the product price or shipping cost and are the responsibility of the customer.

How do I return an item?

You have 60 days from delivery to return anything you buy — that is our 60-Day Guarantee, and it applies whether the product did not hold up or your pet simply would not use it. To start a return, contact myzelyra@gmail.com with your order number and the reason.

What if the item I received is defective, incorrect or damaged?

We are sorry if this happens. Contact us right away at myzelyra@gmail.com with photos of the product, and we will send a replacement or refund you as soon as possible.

When will I receive a refund?

Once we receive and inspect your returned item, refunds are usually processed within 5–7 business days to your original payment method. Your bank or card issuer may take additional time to post it to your account.