FAQs
đĻ ORDERING
Q: How do I place an order?
A: Simply browse our collections, select your desired product and variant (size/color), click "Add to cart" or "Buy it now," then follow the checkout process. You can check out as a guest or create an account for faster future purchases.
Q: Do I need an account to shop?
A: No, you can check out as a guest. However, creating an account allows you to track orders, save your shipping information for faster checkout, and receive updates on new products and promotions.
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đ SHIPPING
Q: Where do you ship to?
A: We currently ship within the United States only. We do not offer international shipping at this time.
Q: How much does shipping cost?
A: We offer FREE standard shipping on all orders within the United States. No minimum purchase required.
Q: How long does shipping take?
A: Orders are processed within 1-3 business days (excluding weekends and holidays). Once shipped, standard delivery takes 3-5 business days via UPS. You will receive a tracking number by email once your order ships.
Q: What is the order cut-off time?
A: Orders placed before 3:00 PM Eastern Time (ET) on business days will be processed the same day. Orders placed after 3:00 PM ET or on weekends/holidays will be processed the next business day.
Q: How do I track my order?
A: Once your order ships, you will receive a shipping confirmation email with a tracking number. You can track your package directly on the UPS website or by clicking the tracking link in your email.
Q: What if my package is lost or damaged during shipping?
A: If your package appears to be lost or arrives damaged, please contact us at info@petopiaa.store within 7 days of the expected delivery date. We will work with UPS to resolve the issue and may send a replacement or issue a refund.
Q: Can I change my shipping address after ordering?
A: If your order has not yet shipped, we can update your shipping address. Please email us at info@petopiaa.store with your order number and the correct address. Once an order has shipped, we are unable to change the address.
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âŠī¸ RETURNS & REFUNDS
Q: What is your return policy?
A: We offer a 30-day return policy. You have 30 days from the date of delivery to request a return. To be eligible, the item must be in its original condition, unused, and in its original packaging.
Q: How do I start a return?
A: To initiate a return, please contact us at info@petopiaa.store with your order number and reason for return. We will provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions.
Q: Who pays for return shipping?
A: If the return is due to our error (wrong item, defective product, or damaged during shipping), we will cover the return shipping cost. For all other returns, the customer is responsible for return shipping costs.
Q: Where do I send my return?
A: Returns should be sent to:
Petopia Returns
226 W 116th St
New York, NY 10026
United States
Please include your RMA number inside the package.
Q: How long does it take to receive my refund?
Once we have received and inspected your returned product (and confirmed that it meets our return criteria), we will process your refund within 1 to 3 business days.
The refund amount will be credited back to your original payment account (i.e., the same bank card or payment method you used to make this purchase).
Refund processing typically takes 1 to 3 business days (calculated from the date we initiate the refund). Please note that the actual time required for the funds to appear in your account may vary depending on your card issuer or payment service provider.