Shipping and delivery
We are proud to offer international shipping services that currently operate in over 200 countries and islands worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says "no information available at the moment".
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you have specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
Refunds & returns policy
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- You do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- You receive the wrong item
- You do not want the product you have received (but you must return the item at your expense and the item must be unused)
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster)
- Other exceptional circumstances outside the control of petshophome.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on page.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
משה א.
very small. for tiny dogs or puppies
Вера Г.
The size is small, I thought it would be more, the quality is good, durable To Moscow took a long time, ordered 26.11. 20 came 5.01.21
Henry G.
good
Emma M.
bien
מיטל ה.
Great thanks very much
Давид С.
Пришло в принципе быстро, товаром довольна.
M.
Something expensive for what it is but good is fine
Isabella K.
It took a while. The store was very attentive and was willing to me refund if not arrived. The product is good quality!
Colin G.
Parfait
Mark P.
Thanx, dog is happy with it
Oliver L.
Thank you very much.
Инга Ю.
The dog is very pleased.
Steven S.
Producto buena calidad, el problema que es un poco mas pequeño y la entrega demoro mucho tiempo
Adam B.
Good
Лев С.
I thought it would be a little more. And so-norms. The parcel went for a long time, but not so much as very much.
ענבל ה.
super
Анжела Щ.
Everything is fine
Ronald V.
A few times and play the anti write long but goods is okey!
София Г.
The toy liked right away, the ball was gnawed with 5 min, the bone for 5 hours. But there was still a rope)))
Angela F.
The toy is good, but a thin rope, a large dog will not work
Willem v.
Very well made
Neeltje d.
good but to small. receive in time.
Julie W.
VERY GOOD PRODUCT.
Nicolas L.
Seems to be solid.
Yolanda M.
esta genial tal cual se ve
Alice L.
I think the toy will be bigger but received before the expected date
M.
Es muy pequeña
Альберт К.
Corresponds to the description, thanks to the store!
Лариса Н.
Лабрадор доволен))
Patricia K.
Excellent the same as described!, the ball is not of good quality broke very soon
נועה ש.
omg i can’t believe it, i tried many toys but this simple toy was enough to make all 3 of my dogs want it so bad they tried taking it from each other. i suppose i have to get more for the other 2 dogs haha they loved it very much especially my big dog. sadly it took too much time to arrive i think more than 2 months.
גיל ש.
a very long time
חנה ב.
Game strong not to takedown. Recommend 🙂
Luis C.
Excellent product. My dogs liked it.