FAQ

🐾 Petthentics™ – Ordering, Shipping & Returns FAQ

Welcome to our Help Center!
Here you’ll find everything you need to know about ordering, shipping, and returns.
If you ever need personal assistance, our support team is just an email away — alexvergele@gmail.com

🛒 ORDERING

Do I need an account to order?

No, you can place an order as a guest — but creating an account has its perks:

  • Faster checkout process

  • Easy access to your order history and tracking

  • Early access to new releases & exclusive promotions

I forgot my password — what should I do?

No worries! Just click “Lost password?” on the login page.
You’ll receive an email link to reset it in seconds.

I entered the wrong email address!

Contact us right away at alexvergele@gmail.com, and we’ll update your email.
Please note — we can update your contact info, but not modify an order once it’s placed.

What currency do you use?

All transactions are processed in US Dollars (USD).
If your card is issued in another currency, your bank will apply its daily exchange rate.

What payment methods do you accept?

We accept:

  • VISA

  • Mastercard

  • American Express

  • PayPal

💡 We do not accept checks, money orders, direct bank transfers, or cash on delivery.

Is my payment secure?

Absolutely. All payments are encrypted through SSL-secured checkout.
Your card details are sent directly to our payment processor and never stored on our servers.

Can I cancel or change my order?

Once your order is placed, it’s immediately processed to ensure fast delivery.
Orders already packed or shipped cannot be canceled.

⚠️ A 30% cancellation fee applies to orders canceled after payment, as processing and payment gateway fees are non-refundable.

How do I set my shipping address?

Please use English characters only (no accents or special letters).
If your address includes special symbols, replace them with the closest English ones.
Example: “Ł” → “L”.

Can I update my shipping address after placing an order?

If your order hasn’t been processed yet, contact us immediately.
Once shipped, the address can’t be changed. We recommend using your residential address, not a temporary or vacation one.

When will my order arrive?

Delivery time depends on your chosen shipping method.
Once shipped, you’ll receive an email with your tracking number (usually within 24 hours).
Please note — customs delays may affect delivery times.

How do I track my order?

You’ll receive a tracking link by email as soon as your order ships.
Tracking details typically become active within 24 hours.

Can I use multiple discount codes?

Only one discount or promo code can be applied per order (unless stated otherwise).

What if an item is missing from my order?

Please contact us immediately — our support team will make it right.

🚚 SHIPPING & CUSTOMS

When will my order be processed?

Orders are processed Monday through Friday (excluding holidays).
Processing takes 2–3 business days, and your order ships the following day.

During holidays or major sales, please allow extra time for processing.

Where do you ship from?

All Petthentics™ products are carefully packed and shipped from our main warehouse in China.

Will I have to pay customs or taxes?

Prices on our website are tax-free in USD.
Depending on your location, local customs may charge import duties or taxes upon arrival.

These fees are the buyer’s responsibility. For details, please contact your local customs office.

Is my order eligible for free shipping?

Yes! 🎁
Free shipping applies to eligible orders that meet the minimum purchase requirement.
(Discounted or oversized items may not qualify.)

All free-shipping orders are shipped using standard economy shipping.

💌 RETURNS & REFUNDS

How do I return an item?

If you’re not fully satisfied with your order, contact us within 30 days of delivery.
Provide your order number and reason for return — our support team will guide you through the process.

All items must be unused and in their original packaging.

Do you cover return shipping?

Return shipping fees are the customer’s responsibility, unless the product is defective or incorrect.

What if I received a defective or wrong item?

We’re so sorry to hear that!
Please contact us within 7 days of receiving your package.
Include your order number and photos of the product — we’ll resolve it quickly with a replacement or refund.

How long does the return process take?

Returns are processed within up to 14 business days from the day we receive your item.
You’ll receive an email confirmation once your return is complete.

When will I receive my refund?

Refunds are issued to your original payment method.
If you paid by card, the refund will appear in 7–10 business days after processing.

If it’s been longer, please contact your card issuer — sometimes posting times vary by bank.

💖 Petthentics Promise:
Your satisfaction — and your pet’s comfort — come first.
If you ever need help, we’re here to make things right.

📩 alexvergele@gmail.com