Warranty & Guarantee

Product Support & 90-Day Limited Warranty

Our Quality Promise

At ORAVISG, we want every pet product you receive—from stylish pet apparel to cozy enclosed beds and cat climbing trees—to reflect the high quality, design, and comfort represented in our store.

All products are carefully selected and inspected before shipment. If an eligible item arrives damaged or defective, or develops a qualifying manufacturing issue during the applicable warranty period, our customer care team will review the situation and work with you toward an appropriate resolution.

90-Day Limited Warranty

Most eligible ORAVISG products are covered by a 90-day limited warranty, beginning on the date the order is delivered.

The warranty is intended to cover qualifying manufacturing defects, structural failures, or functional problems that arise during normal and intended use by pets and pet owners.

Depending on the product, the nature of the issue, and available inventory, an appropriate solution may include:

  • A replacement product

  • A replacement component or accessory (such as assembly screws, replacement sisal posts, cushion inserts, or detachable capes)

  • Store credit

  • A refund, where appropriate

The resolution offered will depend on the individual circumstances of the warranty claim.

What the Warranty May Cover

1. Manufacturing Defects

Qualifying defects in plush fabrics, stitching, seams, zippers, snaps, sisal wrapping, wooden or plastic structural frames, or overall construction that affect the product's normal intended use.

2. Structural & Hardware Issues

For eligible pet beds, apparel, and cat climbing trees, the warranty may cover unexpected manufacturing-related issues involving:

  • Structural frames and wooden baseboards of cat trees

  • Sisal-wrapped scratching posts

  • Zippers, buttons, snaps, velcro, and seams on pet apparel

  • Cushion fillings and internal support memory foam

  • Detachable decorative accessories (e.g., bows, crowns, capes, or hanging play balls)

Coverage applies to qualifying issues arising during normal intended use rather than damage caused by extreme destructive behavior, misuse, or improper handling.

3. Products Damaged Upon Arrival

Products that arrive torn, broken, structurally compromised, incomplete, or otherwise unusable as a result of transportation or handling qualify for a quick resolution.

What the Warranty Does Not Cover

The limited warranty generally does not cover problems resulting from:

  • Excessive pet chewing, aggressive biting, severe scratching, or intentional destruction beyond normal wear and tear

  • Accidental drops, structural overloading (exceeding recommended pet weight limits), or improper handling

  • Misuse or use outside the product's intended purpose (e.g., using indoor cat trees outdoors)

  • Damage caused by improper washing, high-heat drying, harsh chemical detergents, or unapproved cleaning methods

  • Normal wear and tear, including natural fabric fading, slight plush compression, or gradual sisal fiber wear over time

  • Unauthorized repair, alteration, or structural modification

  • Accidental tears, stains, or liquid damage occurring after delivery

  • Loss or theft

  • Damage occurring after the applicable warranty period

Minor differences in fabric color, plush texture, hand-stitching alignment, or wooden grain are generally not considered defects when they do not materially affect the product's safety or normal use.

Damaged, Defective, or Incomplete Products

If your ORAVISG order arrives damaged, defective, or missing an included component (such as assembly hardware for a cat tree), please contact us as soon as reasonably possible after delivery.

To help us assess the issue efficiently, please provide:

  • Your order number

  • Your full name and email address used at checkout

  • A short explanation of the problem

  • Clear photographs or a short video showing the affected area

  • Photographs of the outer packaging and shipping label if the item was damaged during transit

Keep the product and its original packaging until our customer care team has reviewed your request.

How to Submit a Warranty Claim

To request warranty assistance, contact our customer support team:

  • Customer Support Email: service@oravisg.com

Please include your order number together with relevant photographs or videos. Our customer care team normally aims to review and respond to inquiries within 24–48 hours.

We may request additional details, photos, or videos when necessary to determine the nature of the issue and applicable warranty coverage.

Replacement Products

When a replacement is approved, we will make reasonable efforts to provide the same item or exact replacement part. If the original design, size, or color is no longer available, we may offer:

  • A comparable replacement item of equal value

  • Store credit

  • Another appropriate resolution

Replacement options depend on current inventory and product availability.

Refunds Under Warranty

Approval of a warranty claim does not automatically mean that a cash refund will be issued. Refund eligibility depends on the specific circumstances of the claim and our applicable Return & Refund Policy.

When a refund is approved, it will generally be returned to the original payment method. After the refund is issued, additional processing time may be required by your bank, credit card issuer, or payment provider.

Returns and Warranty Coverage

Our Return & Refund Policy and Limited Warranty serve different purposes:

  • Return & Refund Policy: Applies when a customer wishes to return an eligible purchase within the standard return window.

  • 90-Day Limited Warranty: Applies to eligible manufacturing defects and qualifying product-related problems that arise during the 90-day warranty period.

Please refer to our Return & Refund Policy for complete information regarding return eligibility and procedures.

Caring for Your ORAVISG Pet Products

Appropriate care can help preserve the comfort, structural stability, and appearance of your pet apparel, beds, and trees. We recommend:

  • Pet Apparel: Hand wash or use a gentle cold machine cycle in a laundry bag; line dry to protect delicate stitching, plush lining, and decorative elements.

  • Enclosed Pet Beds: Spot clean or wash removable covers according to label instructions. Allow plush materials to fluff up fully after unpacking.

  • Cat Climbing Trees & Scratchers: Periodically check and tighten assembly screws to ensure structural stability. Vacuum plush perches and wipe wooden surfaces with a damp cloth. Keep cat trees indoors in a dry area.

  • Safety First: Inspect products regularly for any loose parts, worn stitching, or exposed hardware before allowing pets to use them.

Improper cleaning, machine drying on high heat, outdoor exposure, or exceeding recommended weight limits may affect warranty eligibility.

Product-Specific Considerations

ORAVISG offers a wide selection of pet products, including Royal Princess, Festive Dress-Up, and Cute Cartoon apparel, as well as multifunctional enclosed beds and cat trees.

Because individual designs differ in size, fabric construction, padding, hardware, and assembly requirements, warranty assessments take the specific characteristics and intended use of each product into account.

Consumer Rights

This limited warranty is provided in addition to any statutory consumer rights available under applicable law. Nothing in this warranty policy is intended to exclude, restrict, or replace legal rights or remedies that cannot legally be excluded or restricted.

Contact Us

For questions regarding product support, warranty coverage, damaged shipments, or an existing warranty claim, please contact:

  • Brand Name: ORAVISG

  • Official Website: oravisg.com

  • Legal Corporate Entity: Yantai Gaohe Trading Co., Ltd.

  • Unified Social Credit Code: 91370613MAEA1L354W

  • Registered Address: Room 812, Building 2, No.177 Yingchun Street, Chujia Subdistrict, Yantai City, Shandong Province, 264003, P.R.China

  • Customer Support Email: service@oravisg.com

oravisg.com is owned and operated by Yantai Gaohe Trading Co., Ltd. The company is responsible for operating the online store, coordinating customer orders, providing customer service, and managing related e-commerce activities.

Our team aims to respond to all customer inquiries within 24–48 hours.

ORAVISG — Thoughtful Design, Everyday Quality & Comfort for Your Pets.