FAQ

How long does it take for my order to arrive?

A: If you are located in the United States, please allow up to 30 days for your order to arrive.  If you have requested shipment to another country, please ensure that country is in our list of countries we ship to above, and allow up to 45 days to receive your order. (maximum)

Where is my order?

A: Please make sure to check your tracking number to see if the order's delivery status.  If you haven't received it yet the tracking status says you have, you should consult with the postal service.

How do I measure my pet?

A:  Click here to get detailed instructions on how to measure your pet.

What size should I purchase?

A: Actual sizes may vary marginally (by around 1cm, for example) because of manually performed measurements.  It is recommended to purchase a size slightly larger in order to obtain the best possible size.

The colour looks different on my newly received item than what I see on the website - can I do something about this?

A:  Computer monitor displays may have chromatic aberrations that result in seeing one colour on your screen, while your actual product may appear slightly different.

What countries do you currently ship to?

A: Currently, we ship to Australia, Austria, Belgium, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Indonesia, Ireland, Israel, Italy, Japan, Kuwait, Liechtenstein, Malaysia, Mexico, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Qatar, Russia, Saudi Arabia, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States.

What do I do about customs fees?

A: Petstora is not responsible for any customs, import taxes, or any fees associated with overseas delivery.  You will need to bear the cost of any fees outside of the total price of your order from Petstora.

What do you do with the data you store about me?

A: Please review our Privacy Policy - it is a requirement of using this website. 

If I don't like my order, can I return it and get a refund?

A: All non-sale items come with a full 100% satisfaction guarantee. If you don’t like it, send it back and receive a full refund! Please review our Refund and Return Policy before making any orders, as we apply this policy very strictly.