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FAQ

GENERAL

1. Where is Pets Adorable located? 

Pets Adorable is located in Ireland. We sell our products online to create a global brand awareness. 

2. How long do support tickets take?

We respond to all support tickets within 24-48 hours. 

3. There is a sale on. How long does it last?

All sales vary from time to time. The shortest sale would be a flash sale for 12 hours.

ORDERS

1. I ordered something but want to cancel.

Once an order is purchased, it is automatically sent to our processing hub for dispatch. Please select carefully and enter your correct details before purchasing. For more details, please refer to Shipping, Returns and Refunds.

2. I ordered something but want to change the order. 

You must contact us within 24 hours of purchase to change the item. Please kindly send a support email to support@petsadorable.com with your order number as the subject.

3. My order arrived but the items were wrong/damaged.

Please email us at support@petsadorable.com with a photo of your items and your receipt. 

If we are at fault, we will send out the correct items at our cost. 

4. My order arrived but I need to change the size. 

Please email us at support@petsadorable.com with your receipt. 

You can send us your item back and we will send you an updated size. 

*Please take note that postage cost will be at your expense. 

5. How does the Satisfaction Guaranteed work?

If you're not happy for any reason, send us an email at support@petsadorable.com and provide us your receipt. If you post us back your items, we will send a replacement to you free of charge. 

*Please take note that postage cost will be at your expense. 

PAYMENT DETAILS

1. What types of payment do you accept?

We accept Visa & Mastercard as well as Paypal. We also accept Visa Debit and Debit Mastercards.

SHIPPING

1. Do you deliver to my country?

We offer shipping to every country except for FPO and APO addresses. We hope to open to these areas soon!

2. How much does shipping cost?

Shipping costs varies from product to product.

For US customers, shipping cost ranges from US$4.99 - US$9.99. 

For international customers, shipping cost is around US$9.99 and onward. 

3. How long will it take to get my order?

US orders are the fastest. We ship via e-packet, which is a US postal service product. US orders usually take between 15 and 30 business days or a bit more to arrive at their destination, but can take longer from time to time or during holidays.

All other Global orders ship by China Post or e-packet and take 2 - 4 weeks. In rare cases it can take a bit longer depending on where you are in the World, your local postal service & customs policy and other circumstances.

4. Do I have to pay sales taxes & duties?

When you purchase an item from us for delivery, your order may be subject to local import duties and taxes which are levied once the package reaches your delivery country. Unfortunately we have no control over these charges and cannot advise what they may be. Customs policies vary widely from country to country, so for further information we advise you to contact your local customs office. You will be liable for all import duties, customs and taxes levied by your country your order is being shipped to. These will be due at the point of, or after delivery. We are not liable for these charges, and they unfortunately can not be reimbursed or refunded by Pets Adorable

If you abandon your order, we will not re-ship it for free.

Additionally, please note that when ordering from petsadorable.net, you are considered to be the 'Importer of Record' and as a result you must comply with all laws and regulations of the country into which you are receiving the goods.

IMPORTANT TRACKING DETAILS

1. Who is the shipping company?

We use one of 4 shipping companies.

We use USPS, SF Express, China Post, China EMS.

Depending on levels of stock and demand, we ship from one of 4 warehouses across the globe.

2. My tracking says "no information available at the moment"

Orders are usually dispatched within 48 hours not including weekends and holidays, however for some shipping companies, it takes 3-5 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 email support@petsadorable.net and we’ll respond within the day.

3. How do I stay updated about my order tracking?

You can head over to order lookup to retrieve your tracking number or send us an email at support@petsadorable.net. 

For US customers, you can go to USPS and enter your tracking number in the search bar on the top right hand corner of the screen. 

For international customers, you can go to 17track to enter your tracking number in the big box available in the center. 

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