FAQ - Guided Pet

Placing an order

What types of pet accessories do you offer?

We provide a wide range of accessories for dogs and cats, including beds, collars, toys, grooming tools, and feeding supplies. Our products are chosen for their quality, durability, and pet appeal.

How can I determine the right size of accessory for my pet?

Each product page includes a sizing guide with detailed measurements. We recommend measuring your pet and comparing it to the size chart to ensure a perfect fit.

Are your pet products safe and non-toxic?

Absolutely! We prioritize your pet’s safety. Our products are made from safe, non-toxic materials, ensuring they’re healthy for your furry friends.

Do you offer products for specific breeds or sizes?

Yes, we cater to all breeds and sizes. Our product range includes items specifically designed for different dog and cat breeds, considering their unique needs and sizes.

Shipping & delivery

What shipping options are available?

We offer standard and expedited shipping options. The availability and cost of these options depend on your location and the size of your order.

How can I track my order once it's shipped?

After your order is dispatched, we’ll send you a tracking number via email. You can use this number to track your order’s progress on our website or the carrier’s website.

Do you ship internationally?

Currently, we ship to select countries outside the United States. Please check our shipping policy page for a list of countries we serve and additional shipping details.

Are there any shipping restrictions for certain products?

Some products may have specific shipping restrictions due to their size, weight, or the materials they are made from. These restrictions, if any, will be noted on the product’s page.

What are the estimated delivery times for orders?

Delivery times vary based on your location and the chosen shipping method. Typically, orders are delivered within 3-7 business days for domestic orders and 7-21 days for international orders.

Payment

What payment methods do you accept?

We accept a variety of payment methods including major credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Is it safe to use my credit card on your website?

Yes, your security is our priority. Our website uses SSL encryption to protect your personal and payment information. We do not store your credit card details after the transaction is completed.

Can I pay using multiple payment methods for one order?

Currently, we only accept one payment method per order. However, you can use gift cards or store credits in combination with a credit card.

Do you offer payment plans or installment options?

At this time, we do not offer installment plans or payment plans. We require full payment at the time of purchase.

Are there any additional fees I should be aware of?

There are no hidden fees. The total cost of your order, including shipping and taxes, will be displayed at checkout.

How do I use a promo code or discount voucher?

You can enter your promo code or discount voucher at checkout. The discount will be applied to your total order amount before you complete the payment.

What should I do if my payment is declined?

If your payment is declined, please check that your card details are correct and that you have sufficient funds. If you continue to experience issues, contact your bank or our customer support for assistance.

Return & refunds

What is your return policy?

We accept returns within 30 days of purchase, provided the items are unused, in their original packaging, and in the same condition as received.

How do I initiate a return?

To initiate a return, please contact our customer service team with your order number and reason for return. We will guide you through the process and provide any necessary return labels or instructions.

What if I received a damaged or incorrect item?

If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with photographic evidence. We will arrange for a replacement or refund as appropriate.

How long does it take to process a return and receive a refund?

Once we receive your returned item, it typically takes 5-10 business days to process. Refunds will be issued to the original method of payment, and you will be notified once the refund is processed.

Can I exchange an item instead of returning it?

Yes, we offer exchanges for the same item in a different size or color. Please contact our customer service for assistance with exchanges.

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