1. What are the shipping rates and estimated arrival date for my packages?
The delivery time and rate are determined by the delivery method, destination, and Customs clearance procedures.
As an international online pet shop, we ship our products worldwide to various destinations. Due to the nature of international shipping, the rates may vary even with the same district. However, you will see different shipping rates when checking out and our system only presents you with the most favorable and cost-efficient ways for shipping and handling. Additional fees may apply and longer estimated arrival time may occur when ship to rural routes or remote areas of each deliverable country
For estimates of arrival information, please refer to your confirmation email. You may also check the status of your order anytime at My Account.
2. Do you ship products internationally? What are available countries?
We proudly offer international shipping services to our customers. Our checkout channel provides a number of payment options for you to enjoy the designer quality with mass manufacturing price. We have great partnership with the leading courier companies and we ship to over 200 countries all around the world.
3. How are customs and import tax/duties handled?
Your package may be opened and checked by Customs before the package arrives by your door. Although the possibility of import taxes is very slim, we strongly suggest you to understand the importing policy of your own country before making a purchase.
International shipping rates do not include import taxes, customs duties and fees. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Pet1click Corp., the recipient must comply with all laws and regulations of the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
4. Do you ship to APO/FPO or PO boxes?
We are sorry to announce that our shipping partners are unable to ship to PO Boxes or APO/FPO military addresses. It is very likely that your shipment will be delayed with a PO Box or APO/FPO military address.
5. What are the available shipping methods?
Pet1click Corp. is proudly partnered with the United States Postal Service(USPS), United Parcel Service(UPS®)and DHL Expressto offer the following shipping methods to our valued customers. You can choose your preferred shipping method during the checkout process on our website.
US Delivery Services Options:
UPS® Ground(3-7 Business Days)
UPS3 Day Select®
Non-US Delivery Services Options:
USPS(7-21 Business Days)
DHL Express(3-6 Business Days)
UPS Worldwide Saver® (4-5 Business Days)
UPS Worldwide Expedited® (2-3 Business Days)
6. Why my orders arrive in 2 or more packages? Can you consolidate my packages?
Our shipping partners may decide to pack your items separately due to weight, size concerns or product shortage. You will be able to check and track each item through our website when shipped separately.
To reduce the number of packages, we try to combine multiple orders into the same shipmen when possible. We will consolidate your shipments if you place multiple orders within a close time frame or your orders require shipment to the same address.
7. How do you handle lost packages? What if my order has been shipped to a wrong address?
It is nearly impossible that Pet1click Corp. ships your order to a wrong address. Any order shipped from our partners is clearly marked with your detailed address. Our suggestion is that you may wait until the shipping deadline and contact our Customer Service Team if you still haven’t received your package.
8. Can I ship to multiple addresses?
Due to the nature of our business, our customers need to place separate orders to send items to different shipping addresses. We cannot ship single orders to multiple addresses at this time.
9. What if one of the items in my order is out of stock? Will it ever become available again?
For wholesalers whose orders are in large quantity, please feel free to contact our Customer Service Team for any of your concern or inquiry. Our professional Customer Service Team will always be ready for your questions and we normally response back to you within 2 business days. Please note that it may take up to 1 week to process customized orders since we have to contact our factories and designers for the customization. We know how frustrating it is to notify you that your order will be suspended or delayed for some reason. Please accept our apology for this inconvenience. Our professional Customer Service Team will keep you updated via email in case of any delay.
How to track my order
1. Where to track my package?
Tracking your order is easy if you know how to match your tracking code with the website that you will need to go to. Please refer to the following official websites of UPS, USPS or DHL Express.
2. How to track my order?
For registered customers, Pet1click Corp. provides a complete list of your order details and shipment summary. Simply go to ‘My orders’ under your account, you will be able to see your shipment information. The shipment information includes a tracking number for each package, which you can use to match the carrier website for order tracking.
In most cases, the shipping carries are identified as USPS, UPS or DHL Express. Please refer to the chart in question 1 to match your tracking number with the right website. Pet1click Corp. encourages our customers to track package on the website of those carrier companies, which provide the most updated details of your package.
Returns and Refunds
1. What happens if I received a wrong item? What happens if one of my items is missing?
For wholly or partially missing orders, shipment of wrong order (wrong item color and size), defective/damaged items, Pet1click Corp. will be responsible for the total costs of replacement. Please contact our Customer Service Team immediately after receiving the shipment and fill in the Return Request Form. Our customer professionals will assist you within 2 business days and provide you with the most favorable solutions as well.
2. What are the methods of getting my refunds?
After your return has been received by our warehouse, we will issue you the credits immediately. You can choose either a refund to the credit card/debit card you used for payment, or a refund in the form of your PayPal credits. You can use your PayPal credits on Pet1click Corp. subject to the terms and conditions of the PayPal credits.
3. How long does it take to process my refund?
If your refund is accepted by our Customer Service Team, we will send you a Refund Authorization Email. When will your refund be reflected on your account? It depends on both the shipping company and your bank. Once your returned item is delivered to Pet1click Corp, we will immediately start to issue the credits to your original form of payment.
Sometimes, our customers will find ‘pending’ refunds on their balance both no matter you are using credit/debit cards or PayPal. If the refund is pending, the money is being transferred from the account of Pet1click Corp.. For PayPal users this usually takes about 3-4 business days, after which you will receive the money. For credit/debit card users, this actually depends on your bank. Please contact your bank for more information.
Based on our data, it will take approximately 7 business days from the date we received the returned items to reflect to your original form of payment. After 7 days, you should expect to see the full amount of the refund, minus the return shipping charge when applicable, to your credit card, debit card or PayPal credit. We will send you an email notification once the refund has been applied.
4. Am I responsible for the shipping of the returned items?
Yes, our customers will be responsible for the additional fees include shipping, handling, duties and other charges. However, you will not be responsible for the cost of return shipping if the return is the result of a Pet1click Corp. error. Pet1click Corp. will be responsible for the additional charges when:
We shipped you an incorrect item
We shipped you an item in the wrong size or color
We shipped you a defective item
One of the purchased items is missing in the package
Your package is damaged or lost in the mail
5. How much is the shipping cost for the returns?
The international shipping, handling and other fees generally depend on different locations and policies of each country. This cost also may vary due to the shipping method you are using. Please contact your local post office to inquire on international shipping, handling and other fees.
6. Can I return an item without contacting Pet1click Corp.?
Please do not return any products without contacting our Customer Service Team. If you returned an item without obtaining the Return Authorization Email beforehand, you will be liable to pay the shipping fees, duties and taxes no matter your item qualifies the return requirements or not. Generally, returns made without prior email requests take an additional week or longer to process. Please comply with our return procedures so that we can provide you with the best service.
Payment (Paypal and Credit/debit cards)
1. What are the available payment methods?
We accept the following payments: PayPal, credit card and debit card.
2. How is foreign exchange rates handled? Do I pay extra for that?
As an international internet retailer, Pet1click Corp. does its best to accommodate a wide range of global currencies. Our financial partners update the exchange rates based on the global currency markets. You will not be charged for any extra fees whenever shopping with us.
3. How to pay with my credit/debit card?
When you pay with a credit or debit card, you need the name printed on the card, the card number, the month and year the card expires, and the 3-digit or 4-digit security code. This information, along with the billing address for the credit card, is entered during the purchase process.
4. How to pay with my PayPal?
Your sensitive financial information is securely stored on PayPal servers, so you can make payments to merchants/retailers without them ever seeing your financial information. When you use PayPal to pay online, you provide only your PayPal e-mail address. For more information, please refer to https://www.paypal.com/webapps/mpp/what-is-paypal.
My Account (Order Status/Change Orders)
1. How can I check my order status?
As soon as you place your order, you can see where it is on its way to your door.Sign into your account. If applicable, you can obtain your tracking number by logging into your account. The tracking number along with the details of your items will be displayed on the webpage.
2. How can I cancel or make changes to my order?
If your order is not processed which means you didn’t pay your purchase yet, you can delete the order at any time.
If your order has been paid but not shipped yet, you can contact us to cancel the order and get a refund.
Please email our Customer Service Team immediately and we will do everything we can to accommodate your request. To process your order in a quick manner, the time window for changes or cancellations is very short. If your order has been processed and shipped, we are unable to cancel or modify the order. You may choose to send back the unopened products after you've received them and we will process the refund within 1-3 business days after receiving the returned goods.
Please note that Pet1click Corp. is not responsible for the shipping, handling and other fees on returned items. Additionally, we are not responsible if goods are lost en route without tracking ability.
3. Why didn’t I receive the confirmation email about my order? I have paid, why is the order status still unpaid?
Since the PayPal server and financial institutes occasionally experience delays, please wait 2-4 hours and check it again. If it still shows “unpaid” please contact our Customer Service Team for further inquiries.
4. Why did my payment authorization show ‘pending’?
Credit cards are generally charged only at the time we ship the order to you. For debit cards, which draw on funds in a bank account, we may "pre-authorize" your order amount with your card issuer at the time you place the order. This may trigger an "authorization hold," in which the amount of your purchase remains in your account but is no longer available to you. It can take three to seven days for the purchase amount to clear your account. For details, check with your bank.
1. How to measure your dogs?
All dogs are different and vary in their size, just as people vary in size and shape. Make sure to measure your dogs before buying apparel product to make sure it will fit.
It is common that small dogs may not be able to fit into our size Small apparel. Even the particular size that your pooch always wears does not guarantee that all size from Pet1click Corp will fit your pooch perfectly this time.
As a designer brand, we have found a truth that can’t be denied: different designers and manufacturers use their own size charts, which may lead to confusion.
Always look at the size chart for neck length, chest girth and back length to confirm the size before making your purchase.
Order the next size up if your dog falls between measurements.
For neck and girth, please allow sufficient room to slip two fingers between the measure tap and the dog’s neck and girth. A snug fit is what you are aiming for and not a tight one or one that chokes.
For length of the dog, please measure from the base of the neck on the back (where the collar sits) to the base of the tail.
Please measure your pooches carefully before making your purchase. If you have any other questions concerning the sizes and our products, please feel free to contact us via email@example.com. Our customer service team is always here to help!
1. How to apply a coupon code to my order?
After receiving your coupon code, you will be able to redeem the coupon either on ‘Shopping Cart’ page or on ‘Check Out’ page. After reviewing the deduction in your order, you may proceed to checkout either with your PayPal account or your credit/debit cards.