FAQ

      FAQs for Our Pet Products Store    

How quickly can you answer my question?

We strive to respond to messages and emails within 24 hours. Our team handles queries in the order they are received to ensure prompt service.

Can I change my shipping address after my order has been placed?

Once an order is placed, our warehouse can pack and ship it within 24 hours, making it challenging to process address changes. If you need to correct an address, email us immediately with your name and order number, and we will try to make the change before the package leaves our warehouse. While we cannot guarantee changes after dispatch, we will do our best to accommodate your request.

How long is the processing period?

Order processing times are between 1 to 3 business days following the placement of your order. Most packages are prepared within 24 hours, but processing can take up to 3 business days during busy periods.

General shipping information:

Our warehouse ships orders from Monday to Friday, excluding major holidays. Orders typically ship within 1 to 2 business days after being placed. You will receive a tracking number via email once your package ships. Delivery times vary by location, with E-Packet being our primary carrier for the U.S. and other regions like Canada, Europe, UK, Australia, and New Zealand. Delivery can take between 5 to 25 days from the date of shipment.

Will my order come in one package?

Depending on the size of your order, you may receive separate packages that could arrive 1 to 2 business days apart.

Out of stock/backordered items:

If any items are out of stock, we will email you with expected restock dates. If restocking takes longer than 2 weeks, we will automatically refund those items.

Address changes:

If you notice an error in your shipping address, email us ASAP with your name and order number. We will try to catch and correct the package before it leaves our warehouse, but we cannot guarantee changes once it has shipped.

Do you ship internationally?

Yes, we ship internationally to almost all countries. International shipments are expected to arrive within 5 to 25 days after shipping. Orders are shipped out within 1 to 2 days.

I received a damaged item, what do I do?

We apologize for any damage to your shipment. Please contact us with your name and order number for assistance.

How can I track my order?

Use the "Track My Order" link on our Home Page or in the Main Menu, and input your tracking number to see your package’s status. For further assistance, we are always ready to help.

Why isn't my tracking number working?

Tracking numbers might not function for international orders due to foreign postal systems not updating our carriers' systems. International shipping usually takes 2 to 4 weeks. If your domestic order’s tracking number doesn’t work, please let us know so we can ensure proper shipment.

The tracking number says delivered, but I haven't received my order?

For domestic (U.S.) orders, once the package is shipped from our warehouse, USPS is responsible for delivery. Contact USPS at (800) 275-8777 to locate your package.

What do I do if something is missing in my order or is damaged?

Contact us immediately if any items are missing or damaged. Our Money Back Guarantee lasts 30 days from delivery, so please get in touch within that period. Use the "Contact Us" tab or email us for assistance.

For more detailed information, feel free to visit our website or contact our customer service team at support@mcrenterprises.net.