FAQ – Tranquil’Eau

🚚 What are the shipping times?

We ship worldwide! Delivery typically takes 7 to 12 business days, depending on your country.
Once your order is shipped, you’ll automatically receive a tracking link to monitor your parcel in real time.

🔄 Can I return or exchange a product?

Yes! You have 14 days after delivery to return or exchange your product if it doesn’t meet your expectations.
Products must be unused and in original condition.
Please check our Return Policy for detailed conditions.

💬 How can I contact you?

Our support team is here to help!
Reach out at any time via our Contact Page or by email at contact@tranquileau-shop.com.
We usually respond within 24 hours on business days.

🐾 Which pets are your products made for?

Our products are primarily designed for:

  • Cats of all ages

  • Small to medium dogs

  • And occasionally for pet parents themselves (e.g. travel bags or grooming tools)

Each item includes usage recommendations to help you choose what’s best for your companion.

💧 My pet doesn’t use the water fountain – any tips?

Yes! It’s normal for some pets to hesitate at first.
Try placing the fountain:

  • In a familiar location

  • Without other distractions nearby
    Give them a few days — most pets get used to it naturally without pressure.

🔇 Are your fountains noisy?

Not at all. All models in our hydration collection feature ultra-quiet operation, ideal for bedrooms or calm living spaces.
We’ve worked hard to adapt to customer feedback and now offer models with silent pumps and noise-reducing designs.

🧼 How should I clean and maintain my products?

  • Fountains: Clean weekly with warm water and mild soap. Replace filters every 2–4 weeks.

  • Brushes: Remove hair after each use. Wash with water monthly.

  • Toys: Wipe down or hand-wash as needed depending on material.

  • LED Collars: Recharge regularly via USB. Clean with a damp cloth.

  • Pet Travel Bags: Spot-clean with a cloth or use gentle fabric wipes.

🔌 Are your LED collars rechargeable?

Yes. All LED collars from Tranquil’Eau are USB rechargeable and include a detachable pendant light for safety at night.
Charging takes about 30 minutes and provides several nights of use.

📦 I ordered multple items – why did I receive only one?

Some of our products are shipped from different warehouses for faster delivery.
If you've ordered several items, it's possible they will arrive separately. Don’t worry — the remaining items are on their way!

🔁 Do you offer replacement parts?

Yes! We offer:

  • Replacement filters for water fountains

  • Extra toy sets for enrichment

  • Collar pendants and accessories
    You can find them in our Accessories collection.

🎁 Can I send my order as a gift?

Absolutely!
Our products make perfect gifts for pet lovers.
Just add a note at checkout — we’ll make sure to leave out the invoice and pack it with extra care ❤️