To cancel your order, please do so within 12 hours after placing it. You can email us at support@mypetlove.one with your cancellation request.
If your order is still eligible for cancellation within the 12-hour window, we will process it accordingly.
If your order has already been shipped, we kindly ask you to wait for the delivery and then refer to our Refund Policy for instructions on returning the goods.
The processing time for every order is usually 2-3 business days. After that, you will receive an automatic email with your tracking number notifying that your order was shipped.
Once your order has been shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow up to 48 hours for the tracking information to become available.
Tracking numbers can take 5-7 business days to be updated, depending on the shipping carrier. This delay is often due to the high volume of dispatches at our warehouse each day.
If you notice that your tracking number status has not been updated for more than 5 days after the delivery company has shipped the product, please email us at support@mypetlove.one to report the issue. We will promptly contact the warehouse or delivery company to find a solution and resolve the problem as soon as possible.
Your order may take up to 15 business days for delivery, as stated in our Shipping Policy. If you have not received your order after this time, please don't hesitate to contact us at support@mypetlove.one.
Absolutely, you can replace the order you received. To ensure a smooth exchange process, please follow these steps:
- Initiate a return for the item you currently have.
- Place a separate order for the new item.
You have a time window of 12 hours after placing your order to make any modifications, such as changing the color or size (provided they are of the same value). If you wish to modify items in your existing order after this 12-hour period, please place an additional order.
For security reasons, we prioritize the protection of your payment information. Consequently, we do not store this data, which means we cannot directly modify existing orders once the initial 12-hour window has passed.
The best way to add items to your order is to make a separate purchase for the new item. For security reasons, we do not store your payment information, which means we cannot directly add items to an existing order.
Yes, we will send you a tracking number via email once your order ships. If you haven’t received tracking info within 5 days, then please contact us. support@mypetlove.one
Due to our collaboration with multiple global partners, it's possible that your itemswereshipped separately to expedite delivery. Rest assured, you will receive all the items you ordered.
You can check out our Return Policy here for all the latest information regarding returns.
Once the product is delivered, you have up to 5 business days to report any shipping issues. In order to assist you promptly, our warehouse team will need to open a claim with the delivery company. To initiate this process, please provide us with a picture or video of the shipping problem. Kindly note that the carrier may take up to 10 business days to update us on your issue, so we appreciate your patience during this time.
To report your shipping issue, please follow these steps:
- Pictures of the outer box (front and back).
- A picture of the shipping label attached to the outer box or bag.
- Pictures of any individual items that arrived damaged.
You can send this information via email to support@mypetlove.one.
We kindly ask you to thoroughly check all exterior doors and possible locations where the package might have been placed, including the porch, back patio, mailbox, garage, and any areas protected from potential weather hazards. It's also a good idea to inquire with neighbors or relatives, as we've encountered instances where the package was with a neighbor or delivered to an alternative location.
If you find the package, please let us know as soon as possible.
In case you haven't located the package, please reach out to us via email at support@mypetlove.one so that our Warehouse team can promptly open a claim with the delivery company.
Thank you for your cooperation and understanding.