FAQ
FAQ (Frequently Asked Questions)
Everything You and Your Furry Friends Need to Know
🐾 Orders & Shipping
1. When will my pet’s order arrive?
To offer you the best prices on premium pet supplies, we ship directly from our global logistics centers. Delivery times vary by your location:
Standard Shipping: 10–15 business days.
Economy Shipping: 15–20 business days.
Note: In rare cases, customs processing may add extra time. You will receive a tracking number as soon as your order leaves our facility.
2. How do I track my order?
Once your order is dispatched, you will receive an automated email with your tracking number. You can enter this number on our [Track Order] page to follow your package’s journey in real-time.
3. Do you ship worldwide?
Yes! While we primarily serve the UK, USA, Canada, Australia, and New Zealand, we ship love to pets in most countries worldwide. Shipping options for your specific region will be displayed clearly at checkout.
4. What if I entered the wrong shipping address?
Please contact us immediately at contact@hoppipet.com. We can update the address within the first 12 hours.
Important: If the package has already been processed or shipped to an incorrect address provided by you, please do not worry. We will actively track the shipment and do our absolute best to help ensure it reaches you safely.
5. Are there extra shipping fees?
No. At HoppiPet, transparency is our priority. We are proud to offer 100% Free Worldwide Shipping on every single product in our store. The price you see on the product page is the final price—no hidden fees, no extra charges.
📦 Shipping Policy & Delivery Commitments
United Kingdom, USA, Canada, Australia, and New Zealand:
We strive to deliver as fast as possible. While many items arrive via Express Shipping (3-7 business days), please note that depending on stock availability and specific products, some items may take 8-14 business days (Standard Shipping) to arrive.
International Shipping (Other Regions):
For our pet parents outside the primary regions listed above, your delivery options are:
Free Standard Shipping: 8 - 14 Days
Free Economy Shipping: 14 - 30 Days
🔄 Cancellations & Returns
6. Can I cancel my order?
You may cancel your order within 12 hours of placing it.
After 12 hours: Your order enters our automated fulfillment system and cannot be canceled as it is already being prepared or shipped.
However: If you no longer want the item, you are welcome to return it for a refund once it arrives, in accordance with our Return Policy.
7. What is your return policy?
We want you and your pet to be completely satisfied.
Standard Policy: You can return items within 15 days of receipt if you are not satisfied.
Extended Policy: Some specific products offer an extended return window of up to 30 days. Please check the individual product page for details.
Condition: Items must be unused, hair-free (for hygiene), and in their original packaging to be eligible for a refund.
8. Which items are non-returnable?
For hygiene and the safety of all pets in our community, we cannot accept returns on:
Items that have been clearly used, washed, or damaged by the customer.
Personalized or custom-made pet accessories (e.g., engraved collars).
Opened pet grooming liquids or hygiene products.
9. How do I request a return?
Simply email our support team at contact@hoppipet.com. We will provide you with the return instructions and the nearest return address. Please do not send items back to the manufacturer directly.
🛡️ Pet Safety & Quality Standards
10. Are your products pet-safe and quality-checked?
Absolutely. At HoppiPet, we are pet lovers first. We carefully vet our manufacturing partners, and all products undergo strict quality inspections. If a product arrives damaged or unsafe, we assume full responsibility and will replace it immediately.
11. Do you sell restricted or unsafe items?
No. HoppiPet is a dedicated, family-friendly pet retailer. We strictly prohibit the sale of any items that compromise animal welfare, illegal substances, or dangerous materials.
12. Is it safe to leave my pet unsupervised with your toys?
Most of our toys are designed for durability, but no toy is indestructible. We always recommend reading the product description and supervising your pet during playtime, especially with small parts or new accessories, to ensure their safety.
💳 Payment & Support
13. Which payment methods do you accept?
We currently accept PayPal, Visa, and Mastercard. All transactions are encrypted and 100% secure. We plan to expand our payment options in the near future to better serve you.
14. My order is delayed, what should I do?
If your order has exceeded the estimated delivery time by more than 5 business days, please contact us at contact@hoppipet.com. We will investigate with the carrier and ensure you receive your order or a full refund.
15. How can I contact you?
We are here for you and your furry friends!
Email: contact@hoppipet.com
Response Time: Our team aims to respond to all inquiries within 24 hours.
HoppiPet: Honoring the bond with uncompromising excellence in every pawprint.