Ordering & Shipping
Q: How do I place an order?
A: Ordering is simple! Just browse our store, add your favorite products to the cart, and proceed to checkout. Fill in your shipping details, choose your payment method, and you’re all set! You’ll receive a confirmation email once your order is placed.
Q: Where do you ship?
A: We currently ship to the United States. If we don’t ship to your location yet, stay tuned: we’re working on expanding our reach!
Q: How long does shipping take?
A: Shipping times depend on your location:
- Standard Shipping: 5 – 7 Business Days
- Express Shipping: 3-5 business days (if available)
We’ll send you a tracking number as soon as your order ships, so you can follow its journey!
Q: How much does shipping cost?
A: Shipping costs vary based on your location and the size of your order. You’ll see the exact shipping fee at checkout before completing your purchase. We also offer free shipping on orders over $35!
Q: Can I track my order?
A: Yes! Once your order ships, you’ll receive an email with a tracking number so you can keep an eye on its status. If you don’t receive it, check your spam folder or contact us for assistance.
Q: My package hasn’t arrived. What should I do?
A: First, check your tracking link for updates. If your package is delayed, it may be due to high shipping volume or customs processing. If it’s been significantly delayed or lost, reach out to us—we’ll help resolve the issue!
Returns, Exchanges & Refunds
Q: What’s your return policy?
A: We offer hassle-free returns within 30 days of receiving your order. Items must be unused, in original packaging, and in resellable condition.
Q: How do I start a return or exchange?
A: Simply contact our support team at [your email] with your order number and reason for return. We’ll guide you through the process and provide a return label if applicable.
Q: Do I have to pay for return shipping?
A: Return shipping costs may apply depending on the reason for the return. If the product is defective or incorrect, we’ll cover the cost. Otherwise, the customer is responsible for return shipping.
Q: When will I receive my refund?
A: Once we receive your returned item, we’ll process your refund within 5 business days. Refunds are issued to the original payment method. Please note that bank processing times may vary.
Product Information & Care
Q: Are your products safe for pets?
A: Absolutely! We only offer products made from pet-safe, non-toxic materials. Each item is carefully selected to ensure your furry friend’s safety and comfort.
Q: How do I clean and maintain my pet’s toys & accessories?
A: Most of our products can be cleaned with mild soap and warm water. Specific cleaning instructions are listed in each product description. If you’re unsure, feel free to contact us!
Q: Do you offer products for both cats and dogs?
A: Yes! We carry a wide selection of toys, accessories, and essentials for both cats and dogs. You can browse by category to find the perfect fit for your pet.
Q: How do I choose the right size for my pet?
A: Each product has a detailed sizing guide in the description. We recommend measuring your pet and comparing it to the size chart before purchasing. If you’re unsure, contact us, and we’ll help you find the perfect fit!
Payments & Discounts
Q: What payment methods do you accept?
A: We accept credit/debit cards, PayPal, and other secure payment methods. Your information is encrypted and protected at checkout.
Q: Is my payment information secure?
A: Yes! We use encrypted payment processing to ensure your data is secure. We never store your payment details.
Q: Do you offer discounts or promotions?
A: Yes! We frequently run special promotions and exclusive discounts for our customers. Subscribe to our newsletter or follow us on social media to stay updated on the latest deals!
Q: Can I use multiple discount codes?
A: Unfortunately, only one discount code can be applied per order. Choose the one that gives you the best deal!
Customer Support & Miscellaneous
Q: How can I contact customer support?
A: You can reach us via:
📧 Email: support@heartnpaws.com
We aim to respond within 24 hours.
Q: Do you offer gift cards?
A: Not yet, but we’re working on it! Stay tuned for updates.
Q: Can I suggest a product for your store?
A: Absolutely! We love hearing from our customers. Contact us with your suggestions, and we’ll consider adding them to our collection.
Q: Do you work with pet influencers or affiliates?
A: Yes! If you’re interested in partnering with us, reach out via email with your social media details. We’re always open to collaborations!
