SHOPPING INFORMATION

Delivery charges for orders from the Online Shop?

The shipping costs of different products will vary. Please refer to the actual ones.

How long will delivery take?

We will dispatch the goods within two days after receiving your order. Regarding the delivery time of international logistics, please refer to the actual transportation timeliness.

What exactly happens after ordering?

After you place an order on our pet independent site, here's what happens. First, our team promptly verifies the details to ensure accuracy. Then, we carefully select and pack your cat or dog products with love and care. Once ready, we dispatch your order via a reliable courier service. You'll receive tracking information so you can monitor its journey. Expect your pet's new items to arrive at your doorstep soon, bringing joy to your furry friend!

PAYMENT INFORMATION

How can I track my package?

You can track it either in the orders section of your account center or on the orderTracking page.

Can I change or cancel my order?
Yes, you can change or cancel your order on our pet independent site, but please note the following details:

Changing Your Order

If you wish to change your order, such as swapping products, adjusting quantities, or modifying product specifications, please contact our customer service team as soon as possible. The sooner you reach out, the higher the chance we can accommodate your request. However, if the order has already entered the packaging or shipping process, changes may not be feasible.
In case we are able to process the change, you may be required to cover the relevant shipping fees. This is due to potential additional costs incurred from re-packaging, re-routing, or sending out a different item. The specific amount will depend on the nature of the change and the shipping destination.

Canceling Your Order

Canceling your order is possible. If you decide to cancel, please get in touch with our customer service without delay.
  • If the order has not yet been dispatched: We will process the cancellation for you and refund the corresponding amount to your payment account via the original method within 2 business days.
  • But if the order has already been shipped, you'll need to bear the shipping costs for the return. We'll issue a refund for the product price minus the shipping fees. To initiate the return, we'll provide you with a prepaid return label, and once we receive the returned product in its original condition, the refund will be completed.
We understand that sometimes changes are necessary, and we strive to make the process as smooth as possible for you. If you have any further questions regarding order changes or cancellations, our customer service team is always here to assist.
What should I do if I receive a damaged or wrong product?

If you receive a damaged product or an incorrect item from our pet independent site, please don't worry. Here's what you should do:

Contact Our Customer Service

Reach out to our dedicated customer service team as soon as possible. You can find our contact information on the "Contact Us" page of our website. Provide us with your order number, a detailed description of the problem (whether it's a damaged product, wrong item, etc.), and attach clear photos if possible. Photos can greatly assist us in quickly assessing the situation.

Our Resolution Process

Once we receive your report, our team will review it promptly.
  • If it's a damaged product, we'll arrange for a replacement to be shipped to you at no extra cost. We understand how important it is for your furry friend to receive the product in perfect condition.
  • In the case of a wrong item, we'll also take immediate action. We'll either send you the correct product right away and guide you on how to return the incorrect one, or issue a full refund, depending on your preference.
We strive to resolve all such issues within 2 business days. You can expect regular updates from us regarding the progress of your claim via email or through our customer service communication channels.

Return Process (if applicable)

If a return is required, we'll provide you with a prepaid return label. This ensures that the return process is as convenient as possible for you. Simply attach the label to the package and drop it off at the designated shipping carrier location. Once we receive the returned item, we'll complete the replacement or refund process without delay.
Your satisfaction is our top priority, and we're committed to making things right for you and your pet.