FAQs
Q: Where do your products ship from?
Our products are shipped directly from our trusted international suppliers, mainly located in Asia. This helps us offer a wider selection of pet products at affordable prices.
Q: How long does shipping take?
Shipping usually takes 10–25 business days, depending on your location and the specific product. Some items may arrive sooner, while others might take a bit longer due to customs or postal delays.
Q: Will I receive a tracking number?
Yes! Most orders come with a tracking number, which will be sent to you via email once your order has been processed and shipped.
Q: Why did I only receive part of my order?
If you ordered multiple items, they may arrive in separate packages depending on which supplier is fulfilling them. Each item may ship at a different time, but don’t worry—everything is on its way!
Q: Can I return or exchange a product?
Because we work with global suppliers, we do not accept returns or exchanges unless the product is damaged, defective, or not as described. If there’s an issue with your order, please contact us within 7 days of receiving it.
Q: What if my item arrives damaged or incorrect?
If your item is damaged, defective, or significantly different from the product description, we’ll offer a replacement or full refund. Please contact us with a photo of the item and your order number.
Q: What happens if my order doesn’t arrive?
If your order hasn't arrived within 45 days of shipping, please contact us. We will investigate and, if confirmed lost in transit, offer a full refund or replacement.
Q: Do I have to pay customs fees or import taxes?
In most cases, customers do not need to pay customs fees. However, customs policies vary by country, and we are not responsible for any additional charges that may apply. Please check with your local customs office if you’re unsure.
Q: Can I cancel or change my order after placing it?
Orders are processed quickly to ensure timely shipping. If you need to cancel or change your order, please contact us within 12 hours of purchase. After that, we cannot guarantee changes can be made.
Q: Are your products safe for pets?
Yes! We carefully select products that meet safety standards and are well-reviewed by other pet owners. However, please always supervise your pet when introducing new items, especially toys or accessories.