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FAQs

HOW DO I TRACK MY ORDER?

All orders from Petpend are sent via a traceable method.

Upon dispatch from our warehouse you will be emailed a tracking number and link to track your parcel. 

HOW DO I USE A DISCOUNT CODE?

Once you've reached the checkout stage, enter your discount code into our discount bar and click 'Apply'. If the code is valid, your discount will be applied!

Please note, only one promotion/discount code is redeemable per order.

 HOW MUCH DOES SHIPPING COST?

We currently offer Free Worldwide Shipping on all orders.

WHERE ARE YOU BASED ?

We are based in Toronto, Canada and we ship worldwide.

HOW LONG IS DELIVERY ?

We deliver to over 200 countries; including the USA, Canada, United Kingdom, and certain countries around Europe.

Shipping times will vary depending on your delivery location and shipping method.

 

**International Shipping Update**

From 25th of March 2021, we are excited to offer our products globally.

International orders for US, UK, and Canada can take between 4 to 12 business days from date of dispatch.

Rest of the world can take between 8-14 business days from date of dispatch.

Given the current situation with COVID-19 and the significant increase in global freight charges, some logistics delays can be expected. As a result we are monitoring this situation very closely and we will do everything we can to continue shipping your items as normal. 

 WHAT’S YOUR RETURN/REFUND POLICY? 

We accept returns within 30 days of delivery.

Please click here to read our full refund policy.

I DON'T HAVE A TRACKING NUMBER WHEN WILL I GET IT?

Please allow 24 to 48 hours to receive your tracking information after your order has been shipped.

If you still haven't received your tracking information within this timeframe after your order has been shipped, please contact us at support@petpend.com 

OH NO, I ORDERED THE WRONG SIZE OR COLOUR! I PUT IN THE WRONG SHIPPING ADDRESS! CAN I CHANGE IT?

If this happens to you, just contact us as soon as you can and we MIGHT be able to take care of it.

However, we can't make any promises. We usually start processing your order immediately after you place an order.

If your order has already been shipped, take heart. We'll still try to make it right. We know how frustrating it can be to pay for something you can't use. 

WHAT IF MY ITEM IS FAULTY?

We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, we will help resolve the problem as fast as possible. 

Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us here. For more information please see our refund policy.

 WHAT IS CURRENCY CONVERSION ?

Currency conversion means you pay and order your items in your country's native currency, which means no conversion fees!

The currencies supported via our multi-currency gateway are:

  • Australian Dollar (AUD)
  • United States Dollar (USD)
  • Canadian Dollar (CAD)
  • Pound Sterling (GBP)

*if you don’t see your currency above, the total order amount will appear in our default currency at checkout; CAD. However, don't be alarmed as it will convert to your usual currency as it will state in your bank account. This means, you will still get charged in your usual currency after payment but will the website will state the dollar amount in CAD at checkout.

 DO YOU CHARGE ANY CUSTOM FEES?

For our UK customers you’ll be charged a Customs Duty on gifts and other goods sent from outside the EU by your local government if they’re above a certain value.

Anything under £135 No charge. Anything worth £135 -£630, 2.5% depending on the goods your purchase and you can obtain more information by contacting your local government.

NEED ANY FURTHER HELP?

At Laopaw we're always working to improve your experience with fast, simple and easy online shopping; we would love to hear your feedback and ideas from placing your order. Contact us here.

Free Worldwide Shipping

We're proud to offer free shipping to all customers in over 241 countries and territories.

Fast Customer Support

Don't hesitate to contact us if you have any questions about the product or your order. We're here to help!

100% Satisfaction Guarantee

If you're unsatisfied with your order, we offer easy returns on all orders within 30 days of delivery.