Frequently Asked Questions
Returns & Exchanges
What is the return policy?
We want to ensure you and your pet are thrilled with your purchase. Please note that we do not accept returns or exchanges based on size or style preference. We strongly encourage you to double-check measurements and refer to our sizing guide before placing your order to ensure a perfect fit.
What if there is a problem with my product?
Your satisfaction is our priority. If your item arrives with a manufacturing defect or damage, please contact us immediately at 1erpetofficial@gmail.com within 7 days of arrival. We will happily work with you to resolve the issue by either sending a replacement or issuing store credit for your purchase.
Shipping
How long does it take to process and ship an order?
All orders are processed within 1-3 business days. Shipping times then depend on your location.
What shipping options do you offer?
We offer several shipping options at checkout, including standard and expedited delivery. You will see the exact costs and estimated delivery dates before you complete your purchase.
My order is running late. What should I do?
While we provide tracking information for every order, occasional delays can happen due to carrier issues. If your order seems significantly delayed, please check the tracking link first. If that doesn't help, reach out to us at 1erpetofficial@gmail.com , and we'll look into it for you.
Contact & Support
How can I contact customer service?
For any questions or concerns, our friendly customer service team is here to help! Please email us at 1erpetofficial@gmail.com . To help us assist you quickly, kindly include your order number and relevant details in your email.
What information should I include when I email?
To get you the fastest and most accurate help, please provide your name, order number, and a detailed description of your question or the issue. For product concerns, photos are incredibly helpful.
Store Credit
What is Store Credit?
Store Credit is a monetary value issued to your account as a form of refund for a defective product. It can be applied towards future purchases on our site, giving you flexibility to choose what you love.
How do I use my Store Credit?
When you are given store credits, a promo code with be sent to you through your email . You can enter your promo codes in the designated field at check out.
