FAQ

  • How safe is to order from YourPetsShop? 
    Here at YourPetsShop we want you to have complete peace of mind when you choose to shop with us. We understand that ordering online can be daunting and we want to make sure you know we are here to help from start to finish.All of our payments are processed through PayPal & Shop pay for full protection at your end.
    If you have any concerns whatsoever before placing an order please drop us a message at support@yourpetsshop.com

  • Does YourPetsShop ship internationally ?
         We currently ship to the vast majority of countries worldwide

  • Where does YourPetsShop ship from?
    We ship from several locations worldwide. With the help of several freight forwarders we can choose the location nearest to you whether you are in. If you need further information on the shipping partners we use for your country please reach out to us at support@yourpetsshop.com.

  • Where can I contact YourPetsShop?
    The best place to contact us is via our Chat. You can either drop us a message on our Contact us page or else email us directly at support@ypurpetsshop.com
    Please also note that we operate online only so do not have the facilities to take calls. We will fully resolve any issues whatsoever via our Chat

  • Is YourPetsShop legit?
    Yes, YourPetsShop is a 100% legitimate site and you need not worry when ordering with us! We are here to make your order experience as easy and efficient as possible. Your order will be treated with care from start to finish and we are here to help every step of the way. 
    All of our payments are processed through PayPal & Shop pay for full protection at your end.
    If you have any concerns whatsoever before placing an order or while waiting for any order to arrive please drop us a message at support@yourpetsshop.com

Making an Order

  • I have a discount code, where I can enter it?
         All discount codes can be entered at the checkout payment page in the “Discount Code” field. The relevant discount will then be applied to your order. Please note that discount codes cannot be applied to Shipping Costs.

  • I have a discount code and forgot to enter it at the check out, what can I do? 

    Please drop us a message at support@yourpetsshop.com with your order number and the discount code in question and we will endeavour to adjust your order total. Please note that it must be a valid discount code for your order.

    Please note that discount codes cannot be applied to Shipping Costs.


  • My order is a gift, can you remove the invoice from the package? 

    Our packages are sent without a receipt/invoice as standard so do not worry :) Your receipt comes in the form of your confirmation email.
    If you require any further information please drop us a message at support@yourpetsshop.com.


  • My payment rejected at the checkout, but I know the issue is not whit my card, what can I do? 

    Firstly we would recommend clearing your cache and cookies and trying to order from a different browser. We would also recommend PayPal as a payment method if you are unable to use your credit card as normal.
    If this is not working it may be that we are an international company and your card is not set up for international payments. In this case we would recommend contacting your bank for further information.
    If you have any concerns whatsoever in regards to a payment made through our site please drop us a message at support@yorpetsshop.com


  • I'm unsure which size to choose, where can I get more info? 

    There is a size guide available on each product listing which is the best indication of how an item will fit.
    Please also see the product description of the item you are interested in for further information- we will flag if we are aware that an item runs on the smaller or larger side.
    Please drop us a message if you need further advice at support@yourpetsshop.com


  • Can I cancel my order?
         If you wish to cancel an order we request that you contact us within 24-48 hours of receiving your confirmation email. We have a very quick turn around time between order confirmation and processing at the warehouse so contacting us ASAP gives us the best chance to sort this for you.
    Please Note: Once an item has shipped we are unable to cancel it. 
    If you order is held up/significantly delayed/missing in transit we will endeavour to send a replacement ASAP but as we cannot recall the package we cannot cancel or refund it at this point. Each case is different however and we are here to help.

    Please drop us a message at support@yourpetsshop.com to assist or for further information.

    Shipped Orders

  • How long will it take to get my order? 

    Our shipping time is from 2 to 4 weeks on average. Please note that we ship from several locations worldwide so your order will be sent from the location nearest to you.

    Please note that the processing time is 1-2 business days on average.


  • How can i track my order? 

    Once your order is dispatched you will receive an email with your tracking number and instructions on how to follow its journey. You can track it through our page Track order or through Shop pay app

    We also highly recommend creating a customer account with the email used to make the order. You will be able to easily follow its journey in your account dashboard.
    If you have any issues tracking your order please drop us a message at support@yourpetsshop.com


  • I just realised my Shipping address is incorect, what can I do? 

    We do ask all customers to make sure to doublecheck your address when you are entering your details on our contact information page.

    If however you have entered the wrong address, moved or need to change a detail in your address after your order has been shipped and you have received your shipping confirmation email we will be unlikely to be able to accommodate you nor offer you a refund. Please contact us ASAP if you notice a mistake or error so we can contact the warehouse to see if it is possible update it for you.

    Please note that if we are able to resend the package to you you will need to cover the relevant reshipping fees.

    Each case is unique so please drop us a message at support@yourpetsshop.com


  • My tracking number has no scans, how can I get more info? 

    Please be advised that if you have received a shipping confirmation email but the tracking number is marked as "The tracking number may be incorrect or the status update is not yet available/Label Created, not yet in system." or there are no updates available it means that it has not yet received an international scan, rest assured it is on the way. It will usually update within 1-2 days.

    If there are no updates at all within 7 days of receiving your shipping confirmation email please drop us a message to make sure everything is in order at support@yourpetsshop.com


  • My tracking number is showing that my order is " On its way to USPS", what does this mean? 

    In this case your package is being shipped to the USA by a freight forwarder and will be delivered by local USPS once it’s passed off on landing. Once it lands in the US your tracking will update and it will typically take approximately 4 days from there.

    If you need further info please drop us a message at support@yorpetsshop.com


  • My order is delayed , what can I do? 

    Please note that we aim to get all of our orders to our customers within the time window outlined on our shipping information page: check it out here.

    Unfortunately from time to time delays can occur. While we appreciate that this can be frustrating we cannot cancel/refund orders that are trackable and still in transit. However on occasion items do get mislaid or held up a substantially long time and we are 100% committed to resolving this fully on a case by case basis.

    Each case is different so you have any concerns whatsoever with your order/the tracking number assigned to your order and wish to receive further information on any of the above please do not hesitate to contact us at support@yourpetsshop.com


  • My tracking order is showing "delivered" status, but I have not received my order, what can I do? 

    If an item is marked as successfully delivered by the domestic postal service in your country (e.g. USPS/Canada Post) to the correct address provided upon ordering but has not successfully arrived to you we would firstly recommend reaching out to your local post office. It is highly likely they are holding it for you and are able to organise collection or reschedule delivery.

    If you still cannot locate the package and it is deemed lost/missing we will endeavour to resend a replacement order to you (this is left to the discretion of PawsomeCouture.com) however in this specific scenario we cannot issue a refund.  Please contact us ASAP so we can help at support@yourpetsshop.com. Each case is different so be sure to include all relevant information when contacting us.


  • My order has been shipped, but I whish to cancel it, is that possible?
    

    Once an item has shipped we are unable to cancel it. 

    If you order is held up/significantly delayed/missing in transit we will endeavour to send a replacement ASAP but as we cannot recall the package we cannot cancel or refund it at this point.

    Each case is different so please reach out to support@yourpetsshop.com for further information.


  • It is now past the estimated shipping window and I still not received my order, should I be worried?
    On the rare occasion that you have not received your order within the time-frame outlined by our Shipping Information page please drop us a message ASAP to assist fully. We will make sure we get your order to you do not worry!

  • Are international fees/ custom charges included to your prices? Will they be applied to my order upon arrival in my country?

    Such fees are not included in the product prices on our site and are at the discretion of the destination country upon arrival. 

    We recommend checking in with your country’s local VAT & custom duties policy which will outline if additional charges will be applicable on arrival. (Usually it will be on orders over a certain monetary value).

    Please Note: As per our Shipping Information page we will not be responsible for any Duties, Taxes, or Customs fees under any circumstances-they are payable by the receiver.
  • What should I do if there is a issue whit the final delivery of my order?
    If there is an issue with final delivery of your package we encourage you to reach out to the carrier directly as they can only organise redelivery/collection with the recipient of the package. In such cases we will not be able to co-ordinate the final delivery on your behalf but we will assist as best we can from our end.
    If you need to modify the address on the package (due to a move in address or a mistaken address when ordered) you may be charged a change of address fee. Please note that YourPetsShop will not be responsible for such fees under any circumstances.
    If the package is deemed lost/mislaid by the carrier please reach out to us and we will endeavour to assist from our end and send out a replacement to you.  Please note that in scenarios where the package has been lost due to an error/mistake on the carrier's part we cannot issue a refund.

  • My order arrived damaged, what can I do?
    In the unlikely event that your item has arrived to you in an unsatisfactory condition or is damaged upon arrival we will fix the problem right away. In order to process this you will be required to provide us with photos demonstrating the issue with the item received. Please drop us a message at support@yourpetsshop.com.

    Each case is different and depending on the circumstances and the severity of the damage we may offer a replacement order or a full refund. This is down to the discretion of the Management Team.

    Please also note that on occasion there may be slight color/shade disparity between the colors of our items on different platforms e.g. mobile/tablet due to tint and contrast difference and we aim to accurately demonstrate all of our products on our website as clearly as we can.


  • My order has just been cancelled/ refunded, when I can expect the funds back in my bank account?
    Once you receive an email notifying you that the refund has been processed by us the funds will be on their way to be deposited back in your account. Depending on your bank this takes between 3-5 business days. If you have any concerns in this regard please do not hesitate to contact us at support@yourpetsshop.com

  • If  I reject the package send to me after ordering, can I be refunded? 
    As outlined in our Shipping Information we cannot issue refunds on rejected packages.

    Please reach out to us if you have any concerns whatsoever regarding your order so we can properly assist and ensure we are able to refund your order for you.

    If you reject a package and reach out to us afterwards to query we may be unable to retrieve the package or assist further.