FAQ

COVID-19: Important Information & Updates

Please anticipate postal carrier delays on top of our estimated average delivery time frames listed on our shipping tab and shipping page. Last-mile carriers are experiencing unprecedented volume combined with impacts on employee availability due to COVID-19. Shipping time may vary from 2-4 weeks to US and Canada.

We appreciate your patience and understanding as we work extra hard to ensure your safety as well as the safety of our team. Please contact us at support@petbelong.com if you have any questions.

Why is my payment being declined?

For your security, our system sometimes blocks payments if the details entered are not completely correct. If your payment is being declined, please make sure you are entering your details exactly as they are written on your payment card. If the issue still persists, please use PayPal (you don't need to have an account and can still pay by card). Or you can contact your bank to solve the issue.

How long will my order take to deliver?

Usually 2 weeks. Due to high demand of some of our most popular products and postal carrier delays due to COVID-19, please allow 2-4 weeks for delivery. If your order hasn’t arrived in the estimated delivery times, please contact our support team at support@petbelong.com, so that we can look into your tracking to see if the shipment may potentially be lost and review the next steps. If your order hasn't arrived within 60 days of the date of original purchase, you are entitled to a full refund on your purchase.

Estimated delivery times do not include weekends, statutory holidays, customs/postal delays, or our order processing time.

*Certain states like Alaska and Hawaii are experiencing longer shipping time than usual, approximately 5-6 weeks*

 Can I amend or cancel my order?

We offer immediate order cancellations up to a limit of 24 hours after purchasing - so if you change your mind within that time - send us a message and we'll cancel and refund you in full as soon as we get your request.

Once an order is processed, we are unable to change any details surrounding the purchase, such as the shipping address, payment information and order details. Please ensure all of your information is correct before placing an order. If you made an error, please email us as soon as possible at support@petbelong.com and we will do our best to make the change if the order has not yet been processed.

Lost or Stolen Packages  

Please make sure to send your packages to a secure address. Once your package is in the hands of a shipping carrier (USPS, FedEx, etc), it becomes the responsibility of the shipping carrier. If your package is lost or stolen in the delivery process or once it is delivered, please file a report with your shipping carrier and notify us by emailing support@petbelong.com. We'll review all cases and will do our best to send out a replacement order or issue a store credit if possible. 

If your tracking number says that your package has been delivered but you haven't received anything, we suggest doing the following:

1. Verify the shipping address on your order that it's correct
2. Look for an attempted delivery notice slip
3. Double check your area in case it's stored in a hidden area
4. Check to see if your neighbours or someone in your residence accepted it
5. Allow an extra 1-2 days - in rare instances, orders have been marked as delivered before actually arriving

PetBelong is not responsible for lost or stolen packages, but we'll try our best to help you recover and track down your package. In cases where your package was not delivered because of an incorrect address, additional shipping fees will apply to reship your package. If your package is still nowhere to be found, please contact us at support@petbelong.com

What if I receive a defective product?

If a product received has manufacturing defects, buyers are entitled to request a product replacement within 14 days of receiving the item. If the case is deemed valid, we will cover related costs to deliver a replacement. Please be aware to send a photo of the damage within 24 hours after delivery to support@petbelong.com otherwise we can't honour the replacement or refund.

Will my order be shipped in multiple parcels?

If you place an order with different items, they may be fulfilled in multiple shipments.

What are my payment options?

We accept payments by PayPal, Visa, MasterCard and American Express.

What are my delivery options?

We currently only offer one standard shipping option, which is free and comes with delivery tracking for your peace of mind.

Where is my order?

You will receive an email with tracking information once your order is dispatched.

How do I track my parcel?

You can track your parcel via the email we sent you. We also have a link to our Track Order page in our main menu and footer menu.

Where is my order shipped from?

We have fulfillment centers across the globe in the United States, Canada, Europe, and Asia.

Need to contact us?

Feel free to get in touch, our customer service email address is support@petbelong.com

18 King Street East, Toronto, Ontario, M5C 1C4, Canada

+1 807 788 7006

 

By accessing, purchasing from or using any part of the PetBelong website, you agree to all information laid out on this FAQ page, as well as our policies.