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FAQs
Have questions? We have answers.
General
Can I use multiple discount codes at once?
Can I use multiple discount codes at once?
Sorry, discount codes cannot be used in combination.
How do I get the first purchase coupon?
How do I get the first purchase coupon?
You will usually receive a welcome email with the first purchase coupon inserted if you subscribed to our website. We recommend checking your email first. In the event you still are not able to find it, please contact our Customer Service for further help.
How to use my promotion code/gift card?
How to use my promotion code/gift card?
Applying a promotion code is simple! At Checkout, simply type the code into the box that says "Gift card or discount code" Then, click the button that says "Apply". All promotional codes can only be used once.
Do you offer wholesale?
Do you offer wholesale?
Yes, please email us at help@petsdd.com for more details.
What currency will I be charged?
What currency will I be charged?
Customers can choose the currency of the country you are purchasing from.
Which payment methods do you accept?
Which payment methods do you accept?
We accept the following forms of payment:
PAYPAL, CREDIT CARD & DEBIT CARD DIRECTLY, APPLE PAY & GOOGLE PAY
Are my details safe when ordering online with Petsdd?
Are my details safe when ordering online with Petsdd?
We take your personal shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.
Rest assured, we're always investing resources into the latest online security protection so you can shop safely and securely with us!
Account
I registered an account, what is it used for?
I registered an account, what is it used for?
When you register an account, you can easily view your order information or track packages in your account. In addition, you will be entered into our membership program by default, and every order placed will earn points for redemption.
How do I register for an account?
How do I register for an account?
Click here to CREATE ACCOUNT. Alternatively, you may proceed to check-out where you will be prompted to sign up for an account.
Why do I need to fill in a birthday?
Why do I need to fill in a birthday?
We invite you to fill in your cat's birthday for a surprise gift during your furbaby's birthday month.
I forgot my login password?
I forgot my login password?
Click here and enter your email to receive a link (in your mailbox) to update your password.
Shipping
Where are your products shipped from?
Where are your products shipped from?
We have warehouses in United States/Australia/United Kindom. Most best-selling items can be shipped from local, and arrive soon. We provide international shipping for other regions. For more details, please see ourshipping policy.
We will do our best to accommodate so everyone from all over the world can receive our beloved products. For large items, if you are from a region not listed above, please contactcustomer service.
How long does delivery take?
How long does delivery take?
Most Local Shipping in United States, United Kindom, and Australia will arrive in 5-12 days.
For international orders: Express shipping (DPD, DHL, UPS) 5-12 business days.
International shipping(Royal Mail, DPD, USPS) 12-20 business days. For more details, please see our shipping policy.
Do you ship overseas?
Do you ship overseas?
Yes, we can ship our products to most countries. For more details, please see our shipping policy.
How much does shipping cost?
How much does shipping cost?
We provide free worldwide shipping for most orders above $19 (For remote areas like Hawaii, we may charge additional shipping fees)
Orders below this amount will be charged shipping as follows:
International shipping---$6.00 USD
Express shipping--$20.00 USD
For more details, please see our shipping policy.
(Additional shipping charges will be charged if the package is oversized like the cat tree and cat Scratcher bed)
Do you ship to P.O. Boxes or Military APO/FPO addresses?
Do you ship to P.O. Boxes or Military APO/FPO addresses?
No, at this time we are unable to ship to P.O boxes, APO/FPO addresses.
Can I update the shipping address on my order?
Can I update the shipping address on my order?
We can update your shipping address as long as you contact us with your new address before your order is shipped out. If your package has already shipped, we cannot guarantee your order will be shipped to the new address, but we will try our best.
How can I track my order?
How can I track my order?
Once your package ships out, you will receive a shipping confirmation e-mail with tracking information. Or you can go to the TRACK MY ORDER page on our website.
Why hasn't my tracking information been updated for a long time?
Why hasn't my tracking information been updated for a long time?
If the item you ordered is local ready-stock, then this will not happen. As for international shipping methods, tracking information will update automatically as your order is received across borders. Rest assured that your order is in transit and will be arriving soon! Please reach out to our customer service team athelp@petsdd.comwith any additional questions and/or concerns.
What should I do if my order says it’s delivered but I haven’t received it yet?
What should I do if my order says it’s delivered but I haven’t received it yet?
Sometimes the carrier scans the packaged to deliver before the package is out for delivery. Please allow an extra day for the carrier to deliver your order. If you still have not received your order after a day, you can file a claim directly with the carrier or your can reach out to our customer service team at help@petsdd.com with any additional questions and/or concerns.
Order
How do I make changes to my order?
How do I make changes to my order?
Please contact our customer service team within 24 hours via Live Chat or help@petsdd.com for assistance. We will be able to change the order if the package has not been shipped out.
How do I cancel my order?
How do I cancel my order?
Please get in touch with our customer service team within 24 hours for assistance. We can cancel the order if it has not been shipped out. If the package has been delivered, please ensure that the product is in good condition and return the product to us. You will need to pay for return shipping.
Where can I find my order number?
Where can I find my order number?
You can find your order number and other order information by logging into your account(If you have registered an account). You can also check the order confirmation email.
I received most of my order, but I'm missing an item, what should I do?
I received most of my order, but I'm missing an item, what should I do?
Please rest assured that the item will arrive soon. Items may be shipped from different warehouses and delivered at different times. Please check your order for multiple tracking numbers. You may also reach out to our customer service team at help@petsdd.comfor further assistance.
My product is faulty or has arrived damaged.
My product is faulty or has arrived damaged.
Although this rarely happens. If the item arrive damaged, please contact our customer service in a timely manner and we will issue a brand new item once we confirm the item was defective.
We apologize for your less-than-perfect experience.
Can I return my product?
Can I return my product?
Returns are accepted if you are not fully satisfied with your product. Returned items must be new or with minor signs of use and undamaged. You will need to ship any return with your own carrier of choice at your own expense. To start the return process, please contact our customer service. For more details, please see our Return & Refund Policy.
Can I exchange a product?
Can I exchange a product?
Yes, of course. We accept exchanges if the item is unworn or unused, with tags, and in their original packaging. (Clothing and Custom products are unavailable). For more details, please contact our customer service for more details.