Frequently asked questions

How to search for products?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the fewer products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

How is my order processing and how long is the processing time?

Normal processing of orders is 3-7 days after we received your payment depending on the volume of orders.  We serve orders, on a first come, first serve basis. After we received your payment, you will receive an order confirmation.

Once the order has been shipped, you will receive a tracking number or you may log into your account and track your orders. Please give us consideration and time allowance in both processing and shipping your orders especially if the items are on high demand. Rest assured that we are doing our best to serve you in order to give you the satisfaction that you deserve. Please see shipping and delivery details below for other details.  For other concerns, please feel free to contact our support team at contact@petlovershome.com.

 

Are you shipping internationally?

Yes, we are shipping internationally but due to numerous delivery issues we decided to stop shipping our products to the countries listed below:

Argentina, Africa, Indonesia, India, Malaysia, Russia, Netherlands, North Korea, Libya, Syria, Iran, Turkey, Pakistan, Yemen, Afghanistan,  The Sahel, the Democratic Republic of Congo, Ukraine, Venezuela, Myanmar, and Bangladesh.

 

How much does shipping cost?

We offer FREE worldwide shipping for orders with a minimum of $50. Orders below $50 will have a flat rate shipping fee of $5. Almost all of our products include Worldwide Shipping. In order for us to get the items to you as fast as possible, some items may be shipped in separate packages without extra cost.  For more inquiries and concerns please feel free to contact our support team at contact@petlovershome.com.

 

How long does delivery take?

Usually delivery takes 2-4 weeks but due to the high demands of some of our most popular products in remote areas, please allow 3-6 weeks for the delivery.  Please note that delivery time varies on your location, weather condition, your local customs, and postal services.

If your order hasn’t arrived in the estimated delivery times, please feel free to contact our support team at contact@petlovershome.com.

(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).

 

Can you provide me with a tracking number?

Yes, the tracking number is available for most of the countries and will be sent to you through email. It may take up to 14 days during peak season as the shipping company may delay the shipment. Make sure to open your account so you can always keep track on your order status.

 

I’ve entered a wrong shipping address! Can I change it?

If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can’t promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won’t be able to stop it.

 

Can I cancel my order after it’s been placed?

Yes, it is possible to cancel within 12 hours after the order has been placed.  However, after 12 hours of placing your order, we cannot cancel it since it has been already processed and/or shipped.

 

Invalid Reasons:

  1. Buyer no longer wants the items – This is the most common example Pet Lovers Home does not tolerate. Buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
  2. Buyer found items cheaper somewhere else – Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.

 

Are there customs, taxes, duties, and/or tariffs?

We are not responsible for customs, taxes, duties, and tariffs. Unfortunately, we have no control over that, it all deals with laws and regulations in your respective country. All taxes and customs charges are the responsibility of the customer and are not included in the cost of the order. Taxes and customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you. Pet Lovers Home is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.

 

Will my order come in one package?

For us to get the items to you as fast as possible, some items may be shipped in separate packages.

 

Can I get a refund if I do not get my item?

It usually takes around 2-4 weeks to arrive unless remote destination or festival season, which may take up to 6 weeks to arrive. Customs checking will also delay the delivery time, please be patient for the delivery. If the parcel does not arrive in 2 months, with tracking information or the sent receipt of the parcel provided, a refund up to 80% of the order or a replacement will be sent again under the agreement.

In cases that you did not receive your order after 2 months or 8 weeks, please email us immediately to address your concern accordingly.  Failure to do so within 3 months, or 90 days from the date of purchase will void your right to claim for any refund or replacement.

 

What is the return policy?

We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us immediately (within one week) at contact@petlovershome.com with details/photos of the product and the defect.

We will fully examine the photos and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product (Buyer is responsible for paying the shipping cost) or refund the 80% of its purchase price, using the original method of payment.

 

Shipping Information

Due to factors that commonly affect international shipments, such as weather delays, holidays and customs inspections, we are unable to guarantee shipping times. These are only estimates. Please also see delivery information above.  If you require expedited shipping, please contact us for availability and pricing.

 

Battery Charging Case, flammable accessories, etc. takes longer duration in shipping because they aren’t allowed in air cargo. They will travel on sea cargo.

 

Why it takes time?

It takes time because we ship products via international shipping which requires custom clearance on both countries. Please see shipping and delivery information above.

 

What if the item is not received?

We have an easy refund policy, if and only if we failed to deliver the item within the above mentioned time or after 2 months whichever is applicable based on your location. We will issue you the 80% (deducted the shipping fee) or we can resend a new order. Please see shipping and delivery information above.

 

ORDER PROCESSING

Please allow 3-7 days for your order to process.  Be sure to add this duration to your shipping time estimates.

 

IMPORTANT: We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information (delivery address).  We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after purchase. Costs to reship the package will be invoiced to the customer.

 

IMPORT DUTIES, TAXES or CUSTOMS FEES  

Pet Lovers Home is not responsible for destination country tax and/or duty charge that may incur.  Customers will be held accountable for any restrictions, duties, taxes, and any other fees collected from the destination country, prior to ordering.

We are not responsible for any Duties, Taxes, or Customs fees under any circumstances.

If the order arrives at your country and…

  • The customer refuses to accept the package
  • No attempt is made in the country of destination to deliver the package.

Pet Lovers Home reserves the right to abandon the package(s) and will not be responsible for any refund.