How can we help you?
- 1. What payment methods can I use?
We accept the following forms of payment:Shopify Payments (VISA, Master card, AMEX)Google Pay / Shop PayPayPal
- 2. When will my order be shipped?
We will ship within 24-48 hours after the order is successfully paid, carefully package your favorite items, and arrange delivery as soon as possible.
- 3. When will the ordered items arrive?
After the product is shipped, you can click "Expand Details" in "My Order" to check the order logistics status. Same day delivery, shipping time need to wait for 4-6 days.
Or click order inquiry, enter your order number and check the order status.
- 4. I want to know what is the logistics and transportation method?
We choose USPS and other international logistics to provide you with professional delivery services. The specific delivery method can be directly jumped to query the logistics process in 'My Order'.
- 5. What are the delivery fees and regions?
Delivery service details are as follows:
Standard Shipping Free within 5-7 working days
Shipping Regions Free Shipping to the U.S. and Canada only
* The delivery time will be changed on statutory holidays or special periods
- 6. If the order has been completed, can I amend or cancel it again?
We are very sorry, once your order is confirmed, it can’t be modified on the page.
If you are sure that you need to modify/cancel your order, please contact the online after-sales service. In the event that your order has not been shipped, we will try our best to meet your needs.
- 7. How do I choose the products that meet my needs?
You can view the specific product guide on the product's detail page, or contact the online after-sales service, and we will provide you with professional advice at that time.
- 8. The purchased product is not suitable, can I return it?
Enjoy 30-day easy returns and exchanges in our stores. You can log in to "My Account", select the item to be returned, the quantity, and the reason for the return in "My Order" to apply for an online return.
- 9. What is the store's warranty return policy?
We provide warranty service for certified products purchased from the official Petnanny Store website. Services include:
1 year limited free warranty repair.
3 months free replacement.
1 month free return.
Note: To prevent potential abuse, we limit the number of replacements to one. You can read more about Warranty and Repair.
- 10. I apply for a return, how long will it take for a successful return?
After your return request is confirmed, please return your item to the designated delivery address.
If there are no special circumstances, after receiving the return, we will complete the verification and acceptance within 2 to 5 working days.
After we receive the goods and complete the acceptance, your refund will be completed within 1 to 2 working days, and the payment period is 2 to 5 working days.
You can refer to the Return and Exchange Policy for more information.
- 11. Can I view past transaction records?
Register as a Petnanny Store member and you will be able to check all your transaction records online. You can log in to My Account and click on "My Orders" to view all relevant transaction records.
- 12. Apply for a refund, where will the money be returned to? When is payment due?
(1) After the warehouse confirms the receipt of your returned goods, we will complete the refund within 1-2 working days, and the period for your payment to the account is 2-5 working days.
(2) In order to ensure the security of the customer account, if the payment method you use is an online payment tool, your refund will be returned to the original payment account by default.
- 13.How do I register as a Petnanny Store member?
We sincerely invite you to visit the homepage and click "Login/Register" at the top right. Enter your name and email to instantly become a Petnanny Store member.
You can check Petnanny Store Membership Levels and Benefits for more information.
- 14. I forgot my login password, what should I do?
You can click "Forgot Password" on the login page and set a new login password through your registered email address. If in doubt, please contact our online after-sales service.