Frequently Asked Questions (FAQs)

Ordering & Payment

How do I place an order?

Simply browse our product catalog, add items to your cart, and proceed to checkout. You'll need to provide shipping information and payment details to complete your purchase. Once your order is confirmed, you'll receive an email confirmation with your order details.

What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, American Express, Discover), PayPal, and other secure payment methods. All payments are processed through encrypted, secure payment gateways to protect your financial information.

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

Absolutely! We use industry-standard SSL encryption to protect your payment information. Our website is secured with 256-bit encryption, and we never store your complete credit card information on our servers.

Can I modify or cancel my order after placing it?

You can modify or cancel your order within 2 hours of placing it by contacting us immediately at contact.pamperurpets@gmail.com or +1 (212) 966-3334. After this window, orders are processed for shipping and cannot be modified.

Do you offer bulk or wholesale pricing?

Yes! We offer special pricing for bulk orders and wholesale customers. Please contact us at contact.pamperurpets@gmail.com with details about your needs, and we'll provide you with a custom quote.

Shipping & Delivery

How much does shipping cost?

We offer FREE standard shipping on all orders within the United States! There are no minimum purchase requirements – every order qualifies for free shipping.

How long will it take to receive my order?

Standard shipping typically takes 3 to 8 business days for delivery. Orders are processed within 1-2 business days, and you'll receive a tracking number via email once your order ships.

Do you offer expedited shipping?

Yes! We offer expedited shipping options for customers who need their orders faster:

• Express Shipping (2-3 business days): $9.95
• Overnight Shipping (next business day): $19.95

Do you ship internationally?

Currently, we only ship within the United States. We're working on expanding our shipping options to serve international customers in the future.

What if my package is damaged or lost during shipping?

If your package arrives damaged or goes missing, please contact us immediately at contact.pamperurpets@gmail.com. We'll work with the shipping carrier to resolve the issue and ensure you receive your order in perfect condition, at no additional cost to you.

Returns & Exchanges

What is your return policy?

We offer a 30-day return policy on all items. If you're not completely satisfied with your purchase, you can return it within 30 days of delivery for a full refund or exchange.

What items can be returned?

Most items can be returned in their original, unused condition with original packaging. For hygiene and safety reasons, certain items like opened food, treats, or personal care products cannot be returned unless defective.

How do I start a return?

Contact our customer service team at contact.pamperurpets@gmail.com or +1 (212) 966-3334 to initiate a return. We'll provide you with return instructions and a prepaid return label for your convenience.

Who pays for return shipping?

• Defective or wrong items: We cover all return shipping costs
• Change of mind returns: Customer is responsible for return shipping costs
• Exchanges: We cover return shipping for exchanges

How long does it take to process a refund?

Once we receive your returned item, refunds are processed within 3-5 business days. The refund will appear on your original payment method within 5-10 business days, depending on your bank or credit card company.

Products & Quality

Are your products safe for my pet?

Absolutely! We carefully vet all our products to ensure they meet the highest safety standards. We only work with reputable manufacturers and suppliers who prioritize pet safety and quality.

Do you test your products?

Yes, we personally test many of our products and work with manufacturers who conduct thorough safety and quality testing. We also monitor customer feedback and reviews to ensure ongoing product satisfaction.

What if my pet has allergies or special dietary needs?

We provide detailed product descriptions and ingredient lists for all our items. If you have questions about specific ingredients or need recommendations for pets with allergies, our customer service team is happy to help you find suitable products.

Do you offer products for all types of pets?

We carry products for dogs, cats, birds, small animals (rabbits, hamsters, guinea pigs), and some products for reptiles and fish. Our product range is continuously expanding to serve more pet families.

What brands do you carry?

We carry a curated selection of premium pet brands known for their quality and safety. Our product catalog includes both well-known established brands and innovative newer companies that meet our strict quality standards.

Customer Service

How can I contact customer service?

Email: contact.pamperurpets@gmail.com
Phone: +1 (212) 966-3334
Mail: 177 W Broadway, New York, NY 10013, United States

Business Hours: Monday - Friday, 9:00 AM - 6:00 PM EST

How quickly do you respond to inquiries?

We typically respond to emails within 24 hours during business days. For urgent matters, please call us directly at +1 (212) 966-3334 during business hours for immediate assistance.

Can you help me choose the right products for my pet?

Absolutely! Our knowledgeable team loves helping customers find the perfect products for their pets. Contact us with information about your pet's size, age, preferences, and any special needs, and we'll provide personalized recommendations.

Account & Website

Do I need to create an account to place an order?

While you can check out as a guest, creating an account offers several benefits:

• Faster checkout on future orders
• Order history tracking
• Easy returns and exchanges
• Exclusive member offers and early access to sales

Is my personal information secure?

Yes! We take your privacy seriously and use advanced security measures to protect your personal information. Please review our Privacy Policy for complete details about how we collect, use, and protect your data.

How do I reset my password?

Click the "Forgot Password" link on the login page and enter your email address. You'll receive instructions to reset your password via email within a few minutes.

Why am I not receiving your emails?

Check your spam or junk folder, as sometimes our emails can end up there. Add contact.pamperurpets@gmail.com to your contacts or safe sender list to ensure you receive our communications.

Promotions & Discounts

Do you offer discounts or promotions?

Yes! We regularly offer promotions, seasonal sales, and special discounts. Sign up for our newsletter to be the first to know about exclusive offers and deals.

Do you have a loyalty program?

We're working on launching a customer loyalty program that will reward our repeat customers with exclusive benefits, early access to sales, and special pricing. Stay tuned for updates!

Can I use multiple discount codes on one order?

Typically, only one discount code can be used per order. However, some promotions may be combined – check the terms and conditions of each offer for details.

Still Have Questions?

If you can't find the answer to your question here, we're always happy to help! Contact our friendly customer service team:

Email: contact.pamperurpets@gmail.com
Phone: +1 (212) 966-3334
Hours: Monday - Friday, 9:00 AM - 6:00 PM EST

We're committed to providing you with the best possible shopping experience and helping you pamper your beloved pets!