Find answers to the most common questions about our products, orders, shipping and returns.
Orders
How do I place an order?
Choose your preferred product, select the required size, colour or style, and click “Add to Cart.” Once you have finished shopping, proceed to checkout and enter your delivery and payment details.
Can I change or cancel my order?
Please contact us as soon as possible after placing your order. We may be able to make changes before the order enters processing. Once an order has been processed or shipped, it may no longer be possible to change or cancel it.
How can I check my order status?
After placing an order, you will receive a confirmation email. Once your order ships, we will send another email containing tracking information.
Why did I receive more than one package?
Some products may be stored or fulfilled from different locations. If you order multiple items, they may arrive separately at no additional delivery charge.
Products
How do I choose the correct size?
Please review the size guide shown on the relevant product page before ordering. Product dimensions can vary, especially for pet beds, blankets, carriers and clothing.
We recommend measuring your pet and comparing the measurements with the product’s size chart.
Are your products suitable for both dogs and cats?
Many of our beds, blankets, carriers and home accessories are suitable for both dogs and cats. Please check each product description for weight, size and usage recommendations.
Are the products washable?
Many of our products are washable or have removable, washable covers. Cleaning instructions vary by product, so always follow the care instructions provided on the product page or packaging.
Do your travel products fit every pet and vehicle?
Compatibility depends on your pet’s size, weight and the design of your vehicle. Please review all product measurements and specifications before purchasing a car seat, carrier or safety accessory.
Pet travel accessories should be installed and used according to the manufacturer’s instructions.
Shipping
Where do our products ship from?
Our products are sourced through trusted fulfillment partners and may ship from different warehouse locations depending on product availability and your delivery destination. This allows us to offer a wider range of quality products at competitive prices.
How long does delivery take?
Orders generally require 1–3 business days for processing. Estimated delivery is normally 7–15 business days after dispatch, depending on the destination and product availability.
Occasional customs, carrier or seasonal delays may extend delivery times.
How can I track my order?
Once your order has shipped, you will receive a tracking link by email. Tracking information may require a few business days to update after dispatch.
Will I have to pay customs fees?
International orders may be subject to customs duties, taxes or import charges determined by the destination country. When applicable, these charges are the customer’s responsibility.
Returns and Support
What should I do if my product arrives damaged or incorrect?
Contact us within 7 days of delivery and include:
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Your order number
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A description of the problem
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Clear photographs or a short video of the item
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A photograph of the shipping label
Our support team will review the issue and provide the appropriate next steps.
Do you accept returns?
Eligible unused products may be returned according to our Return and Refund Policy. Items must be in their original condition and packaging.
For hygiene and safety reasons, used pet products may not be eligible for return unless they arrived damaged or defective.
How can I contact you?
For questions about an order or product, contact us at:
Email: info@theonlinepetstore.com