1. Orders & Shipping

Q1: Which countries and regions do you ship to?
A1: We currently offer shipping only within the U.S., excluding Alaska and Hawaii. You can check the available delivery areas by entering your address on the checkout page.

Q2: How long does it take for my order to arrive?
A2: Orders are typically processed within 1-2 business days. We currently only offer standard shipping, and delivery takes approximately 3-4 business days.

Q3: Can I change or cancel my order?
A3: Once an order is confirmed, we process it as quickly as possible. If your order has not been shipped yet, please contact customer service to request changes or cancellation. If the order has already been shipped, unfortunately, modifications cannot be made.

Q4: How can I track my order?
A4: After your order has been shipped, you will receive an email with a tracking number. You can check your order status on our order tracking page or on the courier’s website.

2. Shipping & Fees

Q5: How are shipping fees calculated?
A5: Shipping fees are based on:

Delivery destination

Order weight and dimensions

Q6: Do you offer free shipping?
A6: Yes! We offer free shipping on orders over $35. Orders below $35 will have standard shipping fees applied, which can be viewed at checkout.

Q7: What should I do if my package is lost during shipping?
A7: If your order has not arrived within the expected timeframe, please check the tracking details first. If you need further assistance, feel free to contact us, and we will do our best to help resolve the issue.

3. Returns & Exchanges

Q8: What should I do if I receive a damaged product?
A8: We sincerely apologize, but at this time, we do not accept returns or exchanges. If you encounter any issues with your order, please contact us, and we will do our best to assist you.

Q9: What is your return policy?
A9: Due to logistics and operational costs, we currently do not support returns or exchanges. Please ensure that you review product details carefully before placing your order. We appreciate your understanding and support.

Q10: How long does it take to process a refund after a return?
A10: Currently, we do not offer returns or refunds. If you have any concerns, please reach out to our customer service team, and we will be happy to assist you.

4. Products & Stock

Q11: Are your pet toys safe?
A11: Yes! Our pet toys are made from eco-friendly, non-toxic materials and have undergone strict quality testing to ensure they are safe for your pets.

Q12: How do I choose the right toy for my pet?
A12: Select a toy that matches your pet's size and chewing habits:

Small dogs/cats: Lightweight and chew-resistant toys

Medium dogs: Durable and interactive toys

Large dogs: Extra-durable, stress-relief toys
If you’re unsure, feel free to contact our customer service team for recommendations!

Q13: If an item is out of stock, when will it be restocked?
A13: Popular items are restocked regularly. You can select the "Notify Me When Available" option on the product page, and we will send you an email once the item is back in stock.

5. Account & Payment

Q14: What payment methods do you accept?
A14: We accept the following payment methods: Credit/Debit Cards (Visa, Mastercard, American Express) and ShopPay

Q15: What should I do if my payment fails?
A15: Please check that your payment details are correct or try using a different payment method. If the issue persists, contact our customer service team for assistance.

6. Customer Support

Q16: How can I contact customer service?
A16: Our customer support team is here to help! You can reach us through:

Live Chat (Monday - Friday, 09:00 AM - 06:00 PM)

Email Support: 📧 info@petitfamilys.com

Phone: 📞 +1 (650) 868-0513

Q17: Do you offer a membership program or discounts?
A17: Yes! Sign up as a member to enjoy a first-order discount and exclusive special offers. Join our pet-loving community today!