FAQ

Frequently Asked Questions (FAQ)

1. How do I place an order?

Placing an order is simple. Browse our store, select the products you want, add them to your cart, and proceed to checkout. Follow the steps to enter your shipping and payment information, then confirm your purchase.

2. Do I need to create an account to buy?

No, creating an account is not required. You can check out as a guest. However, creating an account allows you to track your orders, save your information, and enjoy a faster checkout experience in the future.

3. What payment methods do you accept?

We accept major credit and debit cards, as well as other secure payment methods available at checkout. All payments are processed through trusted and encrypted payment gateways.

4. Is my payment information secure?

Yes. Your payment information is processed securely using industry-standard encryption. We do not store your credit card details on our servers.

5. Do you offer free shipping?

Yes. We offer free shipping on all orders, as outlined in our Shipping Policy.

6. How long does shipping take?

Orders are processed within 1–3 business days. Delivery usually takes between 4–8 business days after processing, depending on your location.

7. How can I track my order?

Once your order is shipped, you will receive an email with tracking information so you can follow your delivery in real time.

8. What should I do if my order arrives damaged?

If your order arrives damaged, please contact our customer support within 48 hours of delivery. We will assist you with a replacement or refund according to our policy.

9. What if I receive the wrong item?

If you receive an incorrect item, contact us as soon as possible. We will arrange a replacement and cover any eligible return shipping costs.

10. Can I change or cancel my order?

Orders can be canceled or changed within a short time after purchase. Please contact our customer support as soon as possible. If the order has already been shipped, you may need to follow the return process.

11. What is your return policy?

We accept returns within 60 days of delivery, provided the items are unused, in original condition, and in original packaging. Full details can be found in our Return and Refund Policy.

12. When will I receive my refund?

Once your returned item is received and inspected, refunds are processed within 10 business days. Your bank or payment provider may take additional time to post the refund.

13. Do you offer exchanges?

Yes. We offer exchanges for defective or incorrect items. If you ordered the wrong size or product, please follow the return process and place a new order.

14. What if my package is lost?

If your package does not arrive within the estimated delivery timeframe, please contact us so we can assist and initiate an investigation with the shipping carrier.

15. Do you ship internationally?

Yes. We ship to multiple countries. Please check our Shipping Policy for the full list of supported destinations.

16. How can I contact customer support?

You can contact our support team by email at info@petshopon. We are available Monday to Friday during business hours.

17. Are your products suitable for all pets?

Our products are designed for a variety of pets. Always check the product description to ensure it is suitable for your specific pet’s size, breed, or needs.