FAQS

How to choose the best product size for my product?
On each product page, we have placed product size descriptions or applicable ranges for you to ensure you measure your pet correctly.

Do I need an account to order?
You don’t! If you do wish to create one, it’s super easy and you can save your addresses and orders for easier checkout next time when you come back!

I can't seem to log into my account, what should I do?
If you happen to forget your password, try the reset password button. You will receive an email with a new email. If this doesn't work, please contact us as soon as possible, customer@ayipets.com and we will sort it out for you.

What is the status of my order?
Once you place your order, we will send you a confirmation email to track the status of your order. Once your order has shipped, we will send you another email with a link to track your order. Alternatively, you can track the status of your order from the "Order History" section on your website account page.

I entered the wrong shipping address. How to update?
You must contact us within 15 minutes of placing your order to update this information via email customer@ayipets.com Please provide your name, order number and correct address for faster processing

Do you accept returns?
Yes, we accept returns provided that the following conditions are met: - The item must have been sold in our online store - The item must not have been used in any way - The item should be in its original packaging with all tags etc. - Requests for returns or exchanges are made within 15 days of delivery. To request a return, please contact support by submitting your request via the "Contact Us" form. Our support staff should reply as soon as possible.

Can I exchange it?
We accept exchanges and they are subject to the same conditions as returns. - The item must have been sold in our online store - The item should not be used in any way - The item should be in its original packaging with all tags etc. - Return or exchange requests are made within 15 days of delivery To request an exchange, please submit your request via the "Contact Us" form. Our support staff should reply as soon as possible.

Do you have a phone number I can call?
No, but please don't mistake that for a lack of interest! We are happy to answer your questions. We understand that the decision to omit phone support is unusual, but after trying different approaches, we have found that starting with email allows us to provide the fastest response. We specialize in providing fast and high-quality responses via email, so you're always talking to someone who can help first-hand.

My order has been returned to origin (RTO). what does that mean?
A shipment will be reflected as an RTO (Return to Origin) in the following cases: - Multiple delivery attempts were made but it could not be delivered due to an incorrect address or no one present at the given address - The address could not be found because it was incomplete or the password was incorrect - You or the person at your delivery address refused to accept the order In this case our customer support team will attempt to contact you via your registered phone number. If the number does not respond or is unreachable, the package will be returned to the source.

How to cancel an order?
If you want to cancel your order, you can email or call customer support.

How do I add or remove products after placing an order?
Once you place an order, you cannot make changes on the website. Please contact our customer support team via the 'Contact Us' form to make any amendments to your order.

How do I progress the shelf order?
Once your order has shipped, you will receive an email and text notification with order details. You can track the shipment by clicking on the link provided in the email.

Can I change my shipping address after placing an order?
If your order has not been shipped then we can ship to a different address upon your request. To learn more, you can get in touch with us via the "Contact Us" form.

Is it safe to use my credit/debit card/third party on this site?
We use a third-party payment processing service to process all credit/debit card/third-party payment transactions. These payment intermediaries are PCI compliant, the most stringent certification standard, ensuring that all cardholder data is stored, processed and transmitted securely through the use of industry-standard encryption techniques.

What currency will I be billed in?
We currently only support the following currencies for billing customers in their local currency: USD, CAD, and EUR. If your credit or debit card is in another currency, you will be charged in USD, CAD, or EUR, depending on which site you are on. Your bank may apply the appropriate conversion rate for your chosen currency according to their policies. Please check with your bank for exact charges.

How to return an item?
We only offer item exchanges in accordance with our exchange policy. Before placing an order, we recommend that you read our Shipping and Returns/Exchanges Policy.

When will you pick up my return order?
We are prioritizing our fulfillment and operations to deliver the products our customers need while they continue to stay at home. We will notify you when a return has been arranged. We appreciate your patience in this regard.

Are returns free?
Yes, please read our Returns and Exchanges Policy for more details. Or feel free to contact our support agents via email or contact us form for more details.

How to contact customer service?
Our customer service team is at your service 24/7, from 8am to 10pm. You can contact us anytime by email.