FAQs

What payment methods do you accept?

We accept all major credit cards, such as VISA, MasterCard, AMEX, PayPal

When will my order ship?

Once you place your order and the payment is verified, please allow up to 3-5 business days to process and ship your order. 

How long will it take to receive my order?

Orders can take between 8-20 days for our internationally supplied products, although most of the time they arrive earlier. We use that time frame to take into consideration any potential delays during transit or from customs, which are unfortunately out of our control.

During peak holiday times, shipping for internationally supplied products may take up to 31 days.

Should you be unsure what is local or not, at any stage before you order feel free to message our friendly customer service team at support@presentpet.com

If your order isn't received after 6 weeks, please contact us at support@presentpet.com and we will contact our suppliers and investigate the matter to resolve any potential issues.

Will I have to pay International taxes and duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

For our UK customers, please note that all of the prices are VAT inclusive. There will also be a breakdown on the costs on our checkout page.

PresentPet cannot control and is not responsible for any duties or taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Note on rare occasions, customs agents may delay delivery of some packages.

I need to change or cancel something on my order. How can I do that?

If you need to change or cancel your order, please contact us immediately. After 24 hours or once your order has been processed, we will be unable to make any changes or cancellations. 

My order status says "Unfulfilled". What does that mean?

"Unfulfilled" just means that we successfully received your order! Once your order is processed and shipped, you'll receive a tracking number and your order status will change to "Fulfilled."

How do I return an item?

If you are not satisfied with your purchase and wish to return an item, please let us know within 30 days from receiving your order. Any brand new product can be returned for a full refund. Please contact us with your order number as well as the reason for your return; they will schedule the return and provide you with the necessary information to move forward. Note, shipping charges are non-refundable.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received is defective, incorrect, damaged, or missing?

Please contact us within 3 days from receiving your order if you received merchandise that is defective, incorrect, damaged or missing. To ensure a smooth return, please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

What happens if my parcel doesn't arrive or is lost in-transit?

Once your parcels have left our supplier's warehouse they are then the property of the courier companies that we work with. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you and potentially refund you.

Please note that there could be a 1-3 day variation in the delivery times. For example, in rare cases, your tracking number may state that the item is "delivered". If this is the case and you still haven't received the product, please allow up to 3 days for your local courier to physically deliver. If you find that the item is still not delivered, please check with your local post office within 7 days as this the rough time frame on how long your local post office will store the item. (Actual days could vary based on the policies on your local post office).

Contact us at support@presentpet.com

How long is the return process, and when will I receive my refund?

Processing returns may take up to 5 business days from the day we receive your return. You should receive a confirmation email once your return has been processed. 

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-7 business days of receiving the returned item or cancellation request. 

Why Choose PresentPet?

We know you have a choice in online shopping, and we want to do all that we can do to earn your business.  We not only want to earn it, but we want to keep it as well!

Here are the top reasons to buy from PresentPet!

☑️100% Safe and Secure Online Shopping - Know that every transaction that takes place on our website is 100% secure.  If you'd like to learn more, see our Privacy Policy page.

☑️Fully Insured Shipments -  Every shipment that leaves our warehouses is fully covered in case of a lost item or damage.  Please refer to the Shipping & Returns tab to learn more about our policy.

☑️Quality - We understand what it can be like to purchase online without actually seeing and touching the product itself.  So we want you to know that all the manufacturers on this site are hand chosen by our owners to ensure you receive a quality product. All items are inspected (twice) before leaving our warehouses so we know that you’ll be happy with the product that arrives at your door.

☑️Customer Service Is Our Top Priority - Plain and simple, we are here for YOU, the customer. Our goal is to deliver the WOW factor in service. We strive for excellence in customer service and are driven to provide value at all times.  You can expect communication from us immediately after your order is placed, and also when your product ships. To this day, every order still receives an email from our owner personally thanking you for letting us earn your business.

☑️Money-Back Guarantee - If you are not 100% satisfied, simply return it to us, and we will refund you the entire purchase! 

Is my private information secure ?!

Every transaction at PresentPet is guaranteed to be safe.

This site uses SSL encryption technology that so that you never have to worry about credit card safety.

Statistically speaking, Online purchases are safer than using your credit card at a department store or a gas station.  Experts have shown that online purchases are far safer than in person credit card transactions because the information is immediately encrypted into a scrambled message that can only be decrypted by an authorized computer.

So rest assured, You are safe here at PresentPet :)

For any further inquiries, Please reach out to support@presentpet.com