FAQ
What does Gontravo sell?
We offer pet hair removal gloves, grooming brushes and combs, electric nail grinders, dog toys, pet raincoats, disposable dog booties, and soft puppy booties.
How do I choose the right size?
Use the measurements and size guide for the specific product. Measure your pet before purchasing raincoats or booties, and do not rely on a size label alone.
Contact us before ordering if a measurement is unclear.
Are all grooming products suitable for every pet?
Suitability depends on the individual product, your pet’s coat, size, and needs. Check the intended use and instructions for the selected item.
Do electric products include a charger or batteries?
Check the package contents and power information on the individual product page. Accessories and power sources are included only when expressly listed.
Are the electric grooming products waterproof?
Do not assume this from the product name. Follow the exact model’s cleaning and water-exposure instructions.
What does “20 pieces” mean for disposable dog booties?
It means 20 individual booties, not 20 pairs. Check the selected product option for the confirmed package quantity.
Can disposable dog booties be reused?
They are listed as non-reusable and are intended for single use.
Are the dog toys indestructible?
No. Select a suitable toy for your dog’s size and play style, follow the instructions, and check its condition during use.
Where do you ship?
Supported destinations and available shipping options are displayed at checkout.
How long does delivery take?
Orders are generally processed within 1–3 business days. Estimated transit time after dispatch is 10–20 business days.
The estimated total is 11–23 business days unless a different period is shown before purchase.
How much is shipping?
Shipping charges are displayed before payment. Any free shipping offer is subject to its published conditions.
How do I track an order?
Where tracking is available, we will send the details after dispatch. Tracking updates may take up to 3 business days to appear.
Can I change or cancel my order?
Contact service@gontravo.com as soon as possible. We will check whether a change or cancellation is still possible before dispatch.
Can I return an item?
You can request a voluntary change-of-mind return within 30 calendar days after delivery, subject to the Return & Refund Policy.
Items should remain clean, complete, and suitable for resale. Brief inspection or a clean indoor fit check does not automatically prevent a return.
Defective or incorrect items are handled separately under your applicable rights.
Who pays return shipping?
For a change-of-mind return, the customer pays return postage where permitted and disclosed before purchase.
For an incorrect, defective, or materially misdescribed item, we cover reasonable and necessary return shipping through a prepaid label or an agreed reimbursement arrangement.
Contact us before returning anything. The return destination may be in China.
When will I receive my refund?
For voluntary returns, inspection generally takes 3–5 business days after receipt. Once approved, we initiate the refund within 5 business days, or sooner where required by law.
Your payment provider may need additional time to post the funds.
What if an item arrives damaged or something is missing?
Email us with your order number and a description of the problem. Photos can help where available.
We will investigate and arrange an appropriate resolution.
Who operates Gontravo?
Gontravo is operated by Guangzhou Bana General Merchandise Co., Ltd.
Email: service@gontravo.com
Customer Service: +1 6806003294
Customer Support Hours:
Monday–Friday, 9:00 a.m.–6:00 p.m. China Standard Time, UTC+8, excluding public holidays.