Frequently Asked Questions

Straightforward answers to the questions we hear most. If you don't find what you're looking for, our support team is always available.

Orders

How long does order processing take?
Orders are processed within 1–2 business days. Orders placed on weekends or public holidays are processed the following business day.

Can I change or cancel my order after placing it?
Modifications and cancellations are accepted within 12 hours of placing your order. After that, your order may already be in processing. Contact us as soon as possible and we'll do our best to assist.

Shipping

How long does shipping take?
Standard shipping takes 7–15 business days. Express shipping (3–7 business days) is available where applicable. Delivery times may vary by location.

How do I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. Use it to monitor your delivery in real time. You can also visit our Track My Order page for guidance.

Do you offer free shipping?
Yes. Free standard shipping is available on all orders over $50.

Returns & Refunds

What is your return policy?
We accept returns within 30 days of delivery. Items must be unused and in their original packaging. Please review our full Returns & Refunds page for complete details.

My item arrived damaged or incorrect. What should I do?
Contact us immediately with your order number and a photo of the item. We'll arrange a replacement or full refund at no cost to you.

How long do refunds take?
Once your return is received and approved, refunds are processed within 5–7 business days to your original payment method. Allow an additional 3–5 business days depending on your bank.

Products

Are your products safe for pets?
Yes. Every product in the PETNVERSE catalog is evaluated for safety, material quality, and real-world performance. We only stock items made from pet-safe materials.

How do I know which product is right for my pet?
Each product page includes detailed specifications, sizing information, and intended use. If you're unsure, contact our support team and we'll help you choose.

Payments & Security

Is it safe to pay on your website?
Yes. PETNVERSE uses industry-standard SSL encryption and processes all payments through Shopify's secure checkout. Your payment information is never stored on our servers.

What payment methods do you accept?
We accept all major credit and debit cards, as well as other payment options available at checkout.

Support

How do I contact customer support?
You can reach us via our Contact page. We respond to all inquiries within 24 hours on business days.

Still have a question? Get in touch — we're here to help.