SHIPPING
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
Location |
*Estimated Shipping Time |
United States |
10-30 Business days |
Canada, Europe |
10-30 Business days |
Australia, New Zealand |
10-30 Business days |
Central & South America |
15-30 Business days |
Asia |
10-20 Business days |
Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
RETURNS
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of The Pet Supplier Store (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://thepetsupplierstore.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
A few reasons why buy from us:
SAFE SHOPPING
We try our best to make your shopping experience not only pleasant, seamless and hassle-free, but also secure.
FREE SHIPPING
Enjoy flexible international shipping services that currently operate in over 200 countries across the world.
FREE RETURNS
It's okay to change your mind! You can send your order back for a full refund, we've got you covered with our full Buyer protection.
NEW ARRIVALS
Brand new products are available on a regular basis.
PRICE PROMISE
We don't want you to choose between the best value and the best service. That's why we offer competitive pricing.
EXCELLENT CUSTOMER SERVICE
Knowledgeable and professional support team is always happy to help you.
EASY TRACKING
Check your order status online. As easy as that!
Like in the pictures. I ordered 4. They generally last 6 months and the dogs love it!. Super soft and very recommendable for summer. Don't think twice and buy it :)
First of all, it came in 11 days! I wasn't expecting it to be so fast, well, the dog tried it immediately👍The mat itself is really cool. With extreme heat, it can get colder in the refrigerator.
Good product, my dog enjoys it
My cats love it
The cats are happy with this warm weather. the cooling blanket
It's the second one i buy and honestly my dog likes it very much
My dog's liked it a lot so far 🐶 let's see if it works and he can be cooler this summer, thank you 👍
Really great to the touch. Cool!
My little dog loved it! It's light, but soft, like a blanket.
All Super! Came in 14 days. The cat liked it very much
My cat hasn't stopped using it since it arrived.😻😻😻😽
The material is nice and fresh, the dog likes it, although it took some time to be sent, it came in quickly
Great mat. Jesse loves them, it's not the first time i buy them. He carries it around the apartment.
Really cool is not an exaggerated thing, but my dogs love to be there
The product came earlier, with no damage. I'm looking forward for the dog to try it. Thank you so much to the seller.
2nd mat I buy (1st one for the bedroom, 2nd for the living room) and is as good as the first one
My kitty likes it, lies on it all day. Feels really cool to the touch. Even I liked lying on it.
Good quality, it keeps cold, my dog loved it
It looks good, the dog likes it.
Nobody knows how it works, but the top is really cool and the dog likes to lie on it. When the heat is absorbed, the dog changes position and lies on a cool part again.
Same as in the pictures. Our cats love it, the top layer cools nicely.
I like the product, it's of quality and as described in the description.
Looks like on photos, feels cooler when i step on it. My dog is using it.
Came quickly, 2.5 weeks. The mat really works. I am very satisfied, I will order again
The delivery was very fast and it was well packaged. Great quality. The mat can be washed at 30 degrees on delicate clothes (used soft detergent). Our cat inmmediatly accepted the mat. The top also looks exactly like the image👍🏻. Very satisfied. Thank you very much.🙋🏼♀️