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FAQs

PLACING AN ORDER

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is pre-authorized and approved. Your credit card information is not stored on our servers.

What payment methods do you accept?

At PetClub you can checkout using all types of credit&debit cards or by using PayPal Express checkout option. We do not accept direct bank transfers or cash on delivery.

ORDER DELIVERY

When my order will be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons.

We process orders between Monday and Friday. Orders will be processed within 1-2 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

How can I track my order?

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number the day after we have shipped your order.

Feel free to track your order on our dedicate page.

How does my order take long to arrive? 

Your order will be delivered to your door or address in 5-8 days, depending on your country. Feel free to contact us, for anything you need, during all the shipping process.

 

RETURNS & EXCHANGES

How can I return my order?

If you are not happy with your purchase and wish to return an item, please contact us within 14 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

What if item(s) I received are defective, incorrect or damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the return process?

Processing returns may take up to 7 business days from the day we receive your return. We will email you to confirm once your return has been processed.

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