Frequently Asked Questions

Here are a few of the questions we get the most. If you don't see what's on your mind, reach out to us anytime on phone, chat, or email.
Support Center > Frequently Asked Questions
1.What is the status of my order?
To check the status of your order, go to Track Order. Here's what you will see:
Pending: It means that your order is pending payment.
Processing: This means we're currently processing and packing the goodies for your pet. When your order ships, we'll send another email with tracking information.
Shipped: You'll receive an email to let you know your order has left our warehouse, and you will also see a link to track your package.
Delivered: Your order has arrived!
Cancelled: Your order has cancelled.
2.How long does it take to get my order?
In order to ensure that the products can be delivered to you on time and without damage during the covid-19, most customers can expect to receive their goods within 7 to 14 days.
3.How much is shipping?
Orders over $39.99 ship free!
4.How do I cancel or change my order?
A message about current events: Our teams are focused on serving as many pet parents as possible, and due to high demand for essentials, we're temporarily not able to change existing orders.
If you need help canceling your order, please send us a message with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. Otherwise, We accept returns within 30 days of purchase.
5.Who will be delivering my order?
All packages are transported by air and we ship via Postal and other premium carriers to provide you with the fastest and most reliable service available.
6.Do you ship to P.O. boxes, APO/FPO addresses, or international addresses?
No – at this time we are unable to ship to P.O boxes, APO/FPO addresses, and international addresses. We currently only ship within the contiguous US.
7.What happens if my package gets lost?
All items purchased from us are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.
8.How can I change my shipping address?
What we get is your address registered in PayPal. If you need to change the delivery address,please contact us before shipping.
If the order has been shipped or arrives in the area of your registered address, we cannot support changing the address.
1.How do I make a purchase?
Search for the items you would like to order. Use the search bar at the top of the page to search for products. Or, click "Shop" to browse different categories. Click on a product to see more details. To add the product to your cart, click on the orange button that says "Add to Cart." 
After you add something to your cart, you can keep shopping or check out. To check out, click on the orange button that says "Proceed to Checkout." While you're shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout. 
On the shopping cart page, you can change the quantity or product type. Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you're ready, click the orange button that says "proceed to checkout". We'll send you an email confirming your order.
2.How do I pay?
We currently only support PayPal payment. Click PayPal and you will see a pop-up window. You need to log in to your account to complete the order payment.
3.What information do I need to check out?
Our checkout is easy, fast, and secure. You can place an order after confirming your product and the final price.
4.What forms of payment do you accept?
We accept PayPal, Visa, MasterCard, and American Express.
1.I received a promotion code. How do I apply it?
It's easy to apply a promotion code. At Checkout, simply type the code into the box that says "Promo Code." Then, click the button that says "Apply", then you can enjoy the discount. Note: All promotion codes can only be used once.
2.Do you offer senior citizen or extra people discounts?
At this time, we do not offer any additional discounts for senior citizens or extra people. If you're looking for additional savings, check out Today's Deals.
3.What do strikethrough prices mean?
You may see strikethrough prices like this while shopping for your pet:
Was Price: $24.99
List Price: $24.99
Was Price: This price is determined by the recent price history of an item sold by us. The Was Price is a price that was offered for at least 30 of the past 90 days.
List Price: This is the suggested retail price of an item from a manufacturer, supplier, or other retailers. It's not necessarily a price that was available from us or other retailers.
1.How do I request a return or replacement?
Our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 30 days of purchase. (Need to bear the postage.)  If you would like to request a return or replacement, please send us a message with your order number.
If the product you received is incorrect or damaged, please take a picture and message us. We will gladly exchange it for you or provide a refund on a case-by-case basis.
2.What is the status of my refund?
Depending on your banking institution, your refund will be credited back to your original payment method(s) in 3 to 5 business days.
3.What should I do if I want to return the goods?
We are sorry that our products are not satisfactory to you. If you are sure to return the goods, please Contact Us and we will send the address to you.
1.How do I contact customer service?
You can chat online with us or email service@ipetor.com, and we'll get right back to you with a response. We're available 24/5.
2.What are your customer service hours?
We're available all day every day, 24/5, 365 days a year.
3.What's your Privacy Policy?
Your privacy is very important to us. Read our Privacy Policy for more details.
4.Where can find my order?
There have two ways to check your order:
You can check the order information and status directly in your mailbox.
Click "Track Order", enter the order number or email address, and the order information will appear (the order number needs to be queried in the email address)
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