FAQ
Frequently Asked Questions
Shipping
All orders are subject to a handling period before shipment, usually 1 – 3 business days.
You will then receive notification of shipment with full tracking information. In many instances, to save you money, we are shipping directly from the manufacturer. Please allow 10-35 business days to receive your order, delivery times may vary depending on your country and product location.
Orders may be cancelled if they have not been processed and shipped. After they have been processed they may not be cancelled.
Please make sure to provide the correct shipping address. PetHeart can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.
In some cases, international shipments will require import/customs taxes be paid. These will be the responsibility of the buyer under ALL CIRCUMSTANCES. PetHeart will not be held responsible for customs taxes.
Once the order has been processed, tracking number usually takes 3-7 business days to be generated. Please take note to allow 3 to 5 business days for your tracking information to be updated. If you have not received your tracking number within 5 business days and/or If the tracking status is “not available” within 3 to 5 business days from the time you have received your tracking number, kindly send us an email at support@PetHeart.store
You can track your order here, enter your tracking number then press Track to check your order status.
We are unable to provide you with an exact date and time of the delivery. Delivery times are influenced by product availability, geographic location, your shipping destination and the courier partner’s delivery schedule in your location.
The processing time for orders is 3-5 business days. Once the shipment is already loaded on the plane, estimated delivery is 14-20 business days for the United States and 20-30 business days internationally.
Please take note that there are some unforeseen circumstances such as customs delays that we are unable to control on our end as well as, some delays if there is an upcoming holiday season.
All orders have a handling time of 1 day, if you want to make a change in the order you must send an email to support@PetHeart.store within 24 hours.
If the item(s) has/have already been shipped from our fulfillment center, we cannot make any changes to the order. In that case, you can return the incorrect item to our corporate offices and we will swap it for the correct item.
Yes, we ship almost all around the world.
To save you money we ship our products directly from the manufacturer. These locations include the United Kingdom, China and the United States.
Payment
Our page is SSL, which means that all the information is encrypted and inaccessible, the data will never be stored and comply with global payment standards.
For your safety we accept paypal! One of the best payment platforms in the world!
We accept all major credit cards: MasterCard, Visa, American Express, Discover.
Yes. Email us for details (support@PetHeart.store)
Returns
Please ensure that you enter the correct email address when you place an order. Kindly check your SPAM folder to see whether your confirmation email has been sent there. If there is still no confirmation email , please email our support team support@PetHeart.store
In the event you wish to cancel your order, please contact us within 24 hours upon confirmation of order at support@PetHeart.store Please be advised that any cancellations after 24 hours upon confirmation of order will no longer be allowed and will not be entertain.
On the side note, a handling charge will be charge USD8 or 10% of the product price will be charged as handling charge for item cancellation (whichever is higher).
If you wish to make a return, don’t worry you have 30 days, please check our return policy.