Frequently Asked Questions
Shipping & Delivery
Q: How long does shipping take?
A: Processing takes 1–3 business days. International delivery times: United States 12–25 business days, Europe/UK/Canada 15–30 business days, Australia/NZ 15–30 business days. Tracking information is emailed once your order ships.
Q: Do you ship worldwide?
A: Yes, we ship to most countries. If you're unsure about your region, email us at hwanizero01@gmail.com before ordering.
Q: Will I pay customs or import duties?
A: Depending on your country, customs fees may apply and are the buyer's responsibility. We recommend checking your local customs office before ordering.
Payments
Q: What payment methods do you accept?
A: We accept PayPal, which processes all major credit and debit cards (Visa, Mastercard, American Express, Discover). You don't need a PayPal account — simply choose "Pay with debit or credit card" at checkout.
Q: Is my payment information secure?
A: Yes. All payments are processed through PayPal's encrypted system. We never see or store your card details.
Returns & Refunds
Q: What's your return policy?
A: 30-day money-back guarantee from the date of delivery. Items must be unused and in original packaging. See our full Refund Policy for details.
Q: My product arrived damaged. What do I do?
A: Email us photos of the damage within 7 days of delivery at hwanizero01@gmail.com. We'll send a replacement or issue a full refund including shipping.
Products
Q: Are your products authentic?
A: Yes. We source directly from verified manufacturers. Every product comes with original packaging and manufacturer warranty where applicable.
Q: How do I know which size to choose?
A: Check the size chart on each product page. If you're still unsure, email us your pet's measurements and we'll recommend the best fit.
Orders & Changes
Q: Can I cancel or modify my order?
A: Orders can be cancelled or modified within 2 hours of placement. After that, processing has usually started. Email us immediately at hwanizero01@gmail.com for urgent changes.
Q: I didn't receive an order confirmation email.
A: Check your spam folder first. If still missing, email us with your name and order details and we'll resend it.
Still have questions? Email hwanizero01@gmail.com — we usually reply within 24 hours.