Welcome to Happy Pet Shop’s Frequently Asked Questions! We’re here to help you navigate our premium dog products and services with ease. Below you’ll find answers to common questions about our products, shipping, payments, and more.
Pro Tip: Combine multiple items in one order over $50 to qualify for free shipping! Our Breed Shop makes it easy to find everything your specific dog needs in one place.
About Our Products
1. What types of dog products do you offer?
We offer a comprehensive range of premium dog products including:
- Dog beds & baskets
- Bowls & feeders
- Breed-specific products
- Dog clothing
- Crates & travel accessories
- Grooming & care products
- Kennels, flaps & gates
- Leads & collars
- Supplements & special food
- Toys, sports & training equipment
- Treats & bones
- Dry & wet dog food
2. Are your products suitable for all dog breeds?
Yes! We have a dedicated Breed Shop section where you can find products specifically tailored to your dog’s breed, size, and special needs. From small breed clothing to large breed orthopedic beds, we’ve got you covered.
3. How do I choose the right size for clothing or accessories?
Each product page includes detailed sizing charts and breed recommendations. When in doubt, measure your dog and compare with our size guide. Our customer service team can also help you select the perfect fit – just email us at [email protected].
Ordering & Account Questions
1. How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Having an account allows you to track orders, save your preferences, and checkout faster in the future.
2. I forgot my password. How can I reset it?
Click on “Forgot Password” on the login page and enter your email address. You’ll receive instructions to reset your password. If you don’t see the email, please check your spam folder.
3. Can I modify or cancel my order after placing it?
We process orders quickly to get products to your pup fast! If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t been processed for shipping yet.
Shipping & Delivery
1. Where do you ship?
We deliver worldwide to pet parents everywhere (excluding Asia and select remote regions). Our reliable shipping partners ensure your dog’s essentials arrive safely no matter where you are.
2. What are my shipping options?
We offer two convenient shipping options:
- Standard Shipping ($12.95 flat rate): Fast & trackable via DHL or FedEx (10-15 business days after dispatch)
- Free Shipping: For orders over $50 via EMS (15-25 business days after dispatch)
3. How can I track my order?
You’ll receive tracking information via email as soon as your order leaves our facility. Click the tracking link to follow your pet products’ journey right to your door. If you have any concerns about your package’s progress, our US-based support team is happy to help.
4. My package hasn’t arrived within the estimated timeframe. What should I do?
First, check your tracking information for updates. International shipments may occasionally experience delays due to customs processing. If your package is significantly delayed beyond our estimated delivery window, please contact us at [email protected] with your order number and we’ll investigate immediately.
Payments & Pricing
1. What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) as well as PayPal for convenient and secure checkout.
2. Is my payment information secure?
Absolutely! We use industry-standard encryption to protect all transactions. We never store your full payment details on our servers.
3. Why was I charged more than the product price?
This could be due to:
- Shipping fees (unless your order qualified for free shipping)
- Customs duties or import taxes (for international orders)
- Currency conversion fees from your bank or credit card
Returns & Exchanges
1. What is your return policy?
We want every purchase to be perfect for your pup! You may return products within 15 days of receipt for a refund or exchange. Items must be unused, in original packaging with all tags attached. Some exclusions apply (see our full Return Policy for details).
2. How do I initiate a return?
Email our customer service team at [email protected] with your order number and reason for return. We’ll provide return instructions and a prepaid return label when applicable.
3. When will I receive my refund?
Once we receive and inspect your return, we’ll process your refund within 5 business days. Refunds will be issued to your original payment method. Please allow additional time for your bank or credit card company to post the refund to your account.
4. What if I receive a damaged or incorrect item?
We sincerely apologize for any inconvenience! Please contact us immediately at [email protected] with photos of the damaged/incorrect item and your order number. We’ll arrange for a replacement or refund as quickly as possible.
Still have questions? Our friendly, US-based support team is always happy to help your furry friend get exactly what they need. Email us at [email protected] or write to us at:
Happy Pet Shop
2726 Todds Lane
San Antonio, TX 78225
USA
Because your pup deserves the very best – from our products to our service!