FAQ
Frequently Asked Questions
Below are answers to some of the most common questions customers ask when shopping at Petprem. If you cannot find the information you need, please contact us at jessie@petprem.com.
General Questions
What is Petprem?
Petprem is an online store offering carefully selected pet essentials designed to improve comfort, safety, and everyday life for pets and their owners.
Where are your products made?
Our products are sourced from trusted manufacturers and shipped through our international fulfillment network.
Do you ship internationally?
Yes. Petprem ships to many countries around the world.
---Orders
How do I place an order?
Simply add the items you wish to purchase to your cart and follow the checkout process. Once payment is completed, you will receive an order confirmation email.
Can I change my order after placing it?
If your order has not yet been shipped, we may be able to modify it. Please contact us as soon as possible.
Can I cancel my order?
Orders can only be canceled before they are shipped. Once the order has been dispatched, cancellation may no longer be possible.
Will I receive an order confirmation?
Yes. After completing your purchase, an order confirmation email will be sent to you.
---Shipping
Do you offer free shipping?
Yes. We provide free standard shipping on orders over $39.
How long does delivery take?
Delivery times depend on the destination. Most orders arrive within 7–15 business days.
How can I track my order?
Once your order ships, you will receive an email containing your tracking number and tracking link.
Why did my order arrive in multiple packages?
Some products may ship from different warehouses, which means items in the same order may arrive separately.
What should I do if my package is delayed?
Shipping delays may occur due to customs inspections or transportation issues. If your order is significantly delayed, please contact our support team.
---Returns & Refunds
What is your return policy?
Customers may request a return within 14 days after receiving their order, provided the product is unused and in its original packaging.
How do I request a return?
Please contact us via email with your order number and reason for the return. Our support team will guide you through the process.
What if I receive a damaged product?
If an item arrives damaged or defective, please contact us within 7 days and provide photos or videos showing the issue.
How long does it take to receive a refund?
Approved refunds are typically processed within 5–10 business days.
---Products
Are your products safe for pets?
Our products are designed with pet safety in mind. However, pets should always be supervised while using toys or accessories.
How do I choose the right size?
Each product page includes size information and recommendations to help you choose the correct size for your pet.
Are the toys durable?
Our toys are made with durability in mind, but no toy is completely indestructible. Always supervise your pet during playtime.
---Payments
What payment methods do you accept?
We accept major credit cards and other secure payment methods available at checkout.
Is it safe to shop on your website?
Yes. Our store is powered by Shopify and uses secure encryption technology to protect your payment information.
---Customer Support
How can I contact customer support?
You can reach us by email at jessie@petprem.com.
Petprem
Email: jessie@petprem.com
Address: Huangjiang, Dongguan, 523750 Guangdong, China