We aim to response any enquiry from our valued customers within 48h during the working days however the delay may occur during high volume of emails.ย ย
Please read below information carefully and bear with us, you will be shortly contacted by one of our customer service team members from Monday to Friday, 9 a.m. to 17:00 p.m.ย
- If your enquiry is related toย cancel order/ change shipping address,ย please noteย we can change the address of an order/ cancel an order while it is being prepared in our warehouse.ย Once the order is ready for dispatch or in the hands of the carrier, we can no longer change the address/cancel the order.ย
- If your enquiry is related toย any unshipped items,ย ย please note we aim to dispatch all standard shipping orders within 48h howeverย our current processing time could be up toย 1-5ย business days.ย ย Please wait a whileย and you will be notified once your order is shipped with tracking numbers.ย
In very rare cases,ย you shall receiveย an important notification email separatelyย if there has any error regarding your order/ subscription. We kindly suggestย to checkย your junk email regularly when your order is under unshipped status over 72h.
- If your enquiry is related to anyย damages/missing items, pleaseย report us within 48 hoursย of receiptย by email including at least three photos.
a.The inner packaging showing how item(s) were wrapped within shipment
b.The outer packagingย showing the tracking label on the package, including anyย crushed/damaged mark.
c.The damaged item(s) and how they were packaged inside the box
Please wait a whileย and you will be shortly contacted for further instructions.ย
- If your enquiry is related to anyย return/exchange. Please let us knowย what exactly itemsย do you prefer to return/exchange along withย your order number. You will be shortly guided for more return details from our customer service team.ย
- If your enquiry is related toย anyย subscription, we kindly suggest toย find your latest upcoming order emailย andย click the green buttonย ใmanage subscriptionใto add/reduce/change/cancel any items.ย ย Howeverย If this is not working still, please let us know in details and we' d be happy to assist to you shortly.ย
- If your enquiry is related toย any stock/new product,ย ย please feel free to let us know details andย weย continue working to make your shopping experience more convenient for you & your paw friends.ย
Thanks for your time andย we will get in touch soon.ย ย
Best Regardsย
Team @bymitpetย ย ย ย
