We aim to response any enquiry from our valued customers within 24h during the working days however the delay may occur during high volume of emails.
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.
If your enquiry is related to cancel order/ change shipping address, please note we can change the address of an order/ cancel an order while it is being prepared in our warehouse. Once the order is ready for dispatch or in the hands of the carrier, we can no longer change the address/cancel the order.
If your enquiry is related to any unshipped items, please note we aim to dispatch all standard shipping orders within 48h however our current processing time could be up to 1-5 business days. Please wait a while and you will be notified once your order is shipped with tracking numbers.
In very rare cases, you shall receive an important notification email separately if there has any error regarding your order/ subscription. We kindly suggest to check your junk email regularly when your order is under unshipped status over 72h.
If your enquiry is related to any damages/missing items, please report us within 48 hours of receipt by email including at least two photos. ( one outside package look and one inside product look) Please wait a while and you will be shortly contacted for further instructions.
If your enquiry is related to any return/exchange. Please let us know what exactly items do you prefer to return/exchange along with your order number. You will be shortly guided for more return details from our customer service team.
If your enquiry is related to any subscription, we kindly suggest to find your latest upcoming order email and click the green button 「manage subscription」to add/reduce/change/cancel any items. However If this is not working still, please let us know in details and we' d be happy to assist to you shortly.
If your enquiry is related to any stock/new product, please feel free to let us know details and we continue working to make your shopping experience more convenient for you & your paw friends.
Thanks for your time and we will get in touch soon.