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FAQs

How long will it take for my order to be delivered?

Delivery times can vary depending on the shipping destination. Standard shipping usually takes 2-7 weeks, while expedited shipping can take 9-14 business days.

Can I track my order during shipping?

Yes, we provide a tracking number and url once the order has been shipped. This allows you to monitor the progress of your delivery and receive real-time updates on its status.

Can I cancel my order?

Yes, Customers can request order cancellation through our contact page. If they have a registered account, they can also cancel their order using the order tab on their dashboard. However, once an order has been shipped, it is not possible to cancel it. In case it has shipped, please wait for the parcel to arrive. After that, you can initiate the return process by emailing us and following the steps we will provide you.

The customer has 15 days to return the item.

Read our Refund and Returns Policy for more details.

When can I open my return and refund request?

You are able to open a refund/return request or apply for a return/refund within 15 days after you received your order.

To initiate a return, contact our customer support at support@sweetpet.shop. Please provide your order number, a description of the issue, and attach relevant photos. Our support team will guide you through the return/refund process.

Read our Return and Refund Policy for more details.

I haven’t received my parcel but it shows “Delivered”.

We will keep you informed by email about your parcel, But if you don’t get updates from us, please check your spam bin. Check with local post offices or the carrier in the destination country.

1. Contact information of the local post office in some countries:

Country—Contact

Mexico—(+52 55) 53 85 09 67

United Arab Emirates—(+971) 600599999

Saudi Arabia—(+966) 920001144

Italy—803160 (green line for land-line telephones)

Brazil—0800 725 0100

Ukraine—(+380 44) 235 33 81

Spain—902197197

Poland—(+4822) 548 15 06

France—0969 391 391(Chronopost); 0825 878 888(Coliposte)

Chile—600 950 2020; 562956 0303

Turkey—(+90 212) 337 10 30

America—(+1 800) 222 1811

2. Information of the carrier in the destination country, you may check the tracking number through https://ordertracker.com/. And then click the order tracking service logo to visit their official website, where you will be able to find their contact information.

What should I do if my order doesn’t arrive on time?

If your order is delayed, it’s best to contact our customer service team. They can help investigate the issue and provide updates on the status of your delivery.

Do you ship internationally?

Yes, our delivery services are available for Asia (Except India), Europe (except Andorra), Oceania, North America (Canada, Costa Rica, USA) and South America (Brazil, Argentina, Uruguay).

How can I place an order on your online store?

To place an order on our online store, simply browse our website, select the items you wish to purchase, and add them to your cart. Then, proceed to checkout, where you can enter your shipping and payment information to complete your order. If you need any assistance, feel free to contact our customer support team.