Frequently Asked Question!
We really care about shipping times. Pets Love That works hard to offer the best shipping service every day. Normally, a product to the Unites States can reach you between 7 to 15 days. Please also read COVID-19 updates to learn more about possible shipping issues.
We use US Express to ship our products to the US territory. Other carriers are also used. Please use our tracking tool.
All orders processes takes 3 days. That means, It is the time since you click on Proceed Checkout Button and the moment the product it is shipped. Please consider 20 days, even if the product can arrive before that. After that time, contact us.
Shipping times may take longer than expected due to the COVID-19 pandemic. This affects the entire shipping chain and not just our company. Because of this, some products may reach you in 30 days. We are working very hard to reduce the shipping time as much as possible. Normally we use US Express.
Yes, we guarantee 100% Money Back. Then we will give you your money back gracefully. PetsLoveThat will not make any transfers for amounts equal to or less than $52, but will deposit the amount into your virtual wallet in addition to the coupons. Using coupons gives you the option to get exclusive discounts.
For amounts over $52, PetsLoveThat.com will first deposit the amount into the virtual wallet for a period of 15 days, giving you the option to use it or claim a refund through Paypal or Stripe. For Canadian customers, refunds will be made by direct “Interac” transfer whether they did not pay with paypal.
If you paid by Paypal, you will receive the amount by the same method minus Paypal fees.
We ask our customers to make responsible, thoughtful and conscientious purchases. PetsLoveThat does not guarantee that sizes or colors are as expected and is not responsible for the final decisions of its customers.
We do offer a 100% neutral support system. Our staff can suggest and inform about options, but not provoke a purchase at all costs.
Please, in order to offer a best service, take your time before proceed a payment if you are not sure. Or chat with a representative before buying. Use the Chatbot!! It is FREE!! We answer in three languages: French, English and Spanish. You can also contact us through our Contact Page for assistance.
The minimum amount to topup your wallet is US$100. Using your wallet give you 0.7% cashback every time you purchase.
You are insured when you shop at PetsLoveThat.com. We use STRIPE as our payment mechanism.
Millions of businesses of all sizes – from startups to Fortune 500 – use Stripe software and APIs to accept payments, send payments and manage their online business.
Thanks to STRIPE, you can also pay with Google Pay.
We also allow our customers to pay with Paypal. If you are in Latin America, please use Paypal instead of STRIPE. STRIPE is not yet available in Latin America, except Brazil and Mexico.
You are protected. Our site use SSL encryption technology. That means, our site use a protocole HTTPS. Next to the web address, you will see a padlock. In addition, we use Stripe.
We only use STRIPE
Our Chatbot Customer Service is open from 7:00 to 22:00 (Eastern Standard Time; -4.00). If closed, please use our CONTACT page for assistance.
And yes, we are here!
And yes, we are here!Yes. you have to pay for shipping. Please note that you do not have to return a damaged product if it has been affected during shipping. We will give you a full refund with no excuses. However, you have to send a proof in two days after you receive the product. We guarantee a 30 days money back. By using this website, you accept our Term & Conditions policy.
The only form of refund for products purchased with a coupon or discounts, is for products damaged during shipment. For this, you will need to send a proof after contacting our customer service, who will decide. You have 2 days to send a valid proof to get a 30 days money back. The money will be deposited in your wallet.
Due to VAT regulations in the EU, at the moment we are not selling to countries that are members of these group. We are working to be able to sell to countries in the UE. However, we can sell to these others 21 countries in Europe that are not part of the UE. (We exclude Russia and Ukraine).
Here is the list:
- Albania*
- Andorra
- Armenia
- Azerbaijan
- Belarus
- Bosnia and Herzegovina**
- Georgia
- Iceland
- Kosovo**
- Liechtenstein
- Moldova
- Monaco
- Montenegro*
- North Macedonia*
- Norway
- San Marino
- Serbia*
- Switzerland
- Turkey*
- United Kingdom (left EU on January 31, 2020)
- Vatican City
* Countries that are in the process of integrating the EU legislation into national law.
** Potential candidate countries that do not yet fulfil the requirements for EU membership.
You do not need to have an account to shop at PetsLoveThat.com, however it does give you advantages:
- Access a personal wallet that gives you the ability to earn rewards every time you shop and use them to pay less.
- Access to a bunch of discounts.
- Coupons and Gift Cards.
Yes, WE CAN! For that, create an account if you are a new customer. You will be available to 15%OFF. You wiil be part of a family and get best deals and discounts. If you found a better price, sent us a proof with the link of the store.
Please follow these steps:
- Establish a contact with an agent using the chatbot.
- If you do not find a solution, white us a message using the form in contact page.
- You can also open a ticket using your Account Dashboard>Help Me. You will be able to follow the status of the ticket.
