Question 1

What payment methods do you accept?

Accepted Answer

We accept all major credit cards (Visa, Mastercard, American Express, Discover), debit cards, and various digital payment methods through our secure payment processor. All transactions are encrypted and processed securely through Stripe.

Question 2

Is my payment information secure?

Accepted Answer

Absolutely. We use Stripe, a PCI-DSS Level 1 certified payment processor, to handle all transactions. Your payment information is encrypted and never stored on our servers. We also use SSL encryption across our entire website to protect your data.

Question 3

Can I modify or cancel my order?

Accepted Answer

You can modify or cancel your order within 2 hours of placing it by contacting us at hello@pettsup.com. After this window, orders enter processing and may not be changeable. If your order has already shipped, you'll need to wait to receive it and then initiate a return.

Question 4

Do you offer financing or payment plans?

Accepted Answer

We're working on adding flexible payment options. Please contact us at hello@pettsup.com if you're interested in payment plan options for larger purchases.

Question 5

How long does shipping take?

Accepted Answer

Order processing takes 1-2 business days. Delivery times vary by location: United States and Canada (5-10 business days), Europe (6-12 business days), and other regions (6-15 business days). Total estimated time from order to delivery is 5-17 business days depending on your location.

Question 6

Where do you ship from?

Accepted Answer

Our headquarters is in Toronto, Canada, with warehouses in Canada, the US, and China. We ship from the warehouse closest to you to ensure faster delivery times. The shipping origin may vary based on product availability and inventory.

Question 7

Do you ship internationally?

Accepted Answer

Yes, we ship worldwide! International shipping times and costs vary by destination. Please note that international orders may be subject to customs duties, taxes, and import fees which are the responsibility of the recipient.

Question 8

How can I track my order?

Accepted Answer

Once your order ships, you'll receive an email with your tracking number. You can use this number to track your package on our Track Order page or directly on the carrier's website.

Question 9

What if my package is lost or damaged?

Accepted Answer

If your order arrives damaged or is lost in transit, please contact us at hello@pettsup.com within 14 days of the delivery date. We'll work with you to find a solution, whether that's a replacement or refund.

Question 10

What is your return policy?

Accepted Answer

We offer a 90-day worry-free return policy. If you're not 100% satisfied with your purchase for any reason, you can return it within 90 days of receiving your shipment for a complete refund. We just ask that you let us know why so we can improve!

Question 11

How do I initiate a return?

Accepted Answer

It's easy! Email us at hello@pettsup.com with your order number and reason for return. Once approved, securely pack your item with original packaging and ship it back using a trackable shipping method. Return shipping costs are the customer's responsibility unless the item is defective or there was an error with your order.

Question 12

How long do refunds take?

Accepted Answer

Once we receive your returned item and confirm it meets our return conditions, we'll process your refund within 2 business days. The refund will be credited to your original payment method. You'll receive a confirmation email when your refund has been processed.

Question 13

Can I exchange an item instead of returning it?

Accepted Answer

Yes! To exchange an item, simply return your original purchase and place a new order for the item you'd like. This ensures you receive your new piece as quickly as possible. If there's a price difference, we'll refund or charge accordingly.

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