Frequently Asked Questions (FAQs)
Shipping Policy:
Q: What are the shipping options available?
A: We offer free shipping exclusively to the United Kingdom! The average transit times are as follows:
- United Kingdom: 7 to 15 days
Q: When will my order be shipped?
A: Please allow 24 to 48 hours for the processing and shipping of your order.
Q: Will I receive a tracking number?
A: Yes, we provide tracking for each order. The tracking number will be available as soon as the product is dispatched. You will receive a confirmation email 24 to 48 hours after placing your order. Track your order status on our website "Track Your Order" or, for more detailed tracking information, contact us at “support@petoob.com”. Please check your spam folder if you haven't received the confirmation email.
Q: Can I cancel my order or edit my delivery address?
A: Yes, it is possible, but there is a small window of opportunity of 6 hours to cancel or adjust an order before dispatch. Please send an email to support@petoob.com, including all order information, such as the number, full name, and email. Outside of these conditions, we may not be able to fulfill your request.
Q: What if my order is delayed?
A: We are committed to providing the best shipping experience, but unforeseen events like natural disasters or adverse weather conditions may cause delays. While most packages arrive within the estimated timeframe, we take full responsibility for investigating any delays or issues.
Q: Why haven't I received my confirmation email?
A: If you haven't received your confirmation email, please check your spam folder. If you still can't find it, contact us at support@petoob.com, and we'll assist you.
Q: Why are my products arriving separately?
A: We work with different manufacturers, and your products may come from various sources. As a result, you might receive them in separate packages and on different days. This allows us to offer a diverse range of high-quality products.
Privacy Policy:
Q: How is my personal information used?
A: We collect your personal information for the buying and selling process. This includes your name, address, and email. We may use this information for email marketing or text marketing with your permission. Your data is securely stored, and you can withdraw your consent at any time.
Q: How is my payment information handled?
A: Our store is hosted on Shopify Inc., and we follow industry best practices to secure your credit card information. It is encrypted through SSL technology and stored with AES-256 encryption.
Terms of Service:
Q: What are the terms for using the online store?
A: By using our site, you agree to be bound by our Terms of Service. It covers your responsibilities, prohibited uses, and other important information. Please review it carefully.
Refund and Exchange Policy:
Q: Can I cancel my order?
A: You can cancel or make changes to your order within 24 hours of placing it by contacting us at support@petoob.com. After 24 hours, we are unable to process cancellations.
Q: What if my product is damaged or different from what I expected?
A: If you encounter any issues with your product, please contact us through support@petoob.com. We'll review each case individually and inform you of the approval or rejection of your refund.
Q: How can I contact customer support?
A: You can reach our customer support via email at support@petoob.com. A customer service representative will respond to your inquiry within 24 hours.