Got Questions? We’ve Got Answers!
Shopping for your pets should be easy and worry-free. Here you’ll find quick answers about our products, delivery times, and 30-day happiness guarantee. Browse through our FAQs below, and if you need anything else, feel free to reach out anytime!
Orders & Shipping
How long will my order take to arrive?
We process and ship orders within 1 to 3 business days. Once dispatched, standard shipping typically takes 5 to 10 business days, depending on your location. You will receive a tracking link via email as soon as your package is on its way so you can follow its journey in real time!
Do you offer free shipping?
Yes! We offer Free Worldwide Shipping on orders over a specific value (or during promotional periods). Shipping costs for orders below the threshold are calculated transparently at checkout with no hidden surprises.
Can I change or cancel my order after placing it?
We work hard to dispatch your orders as quickly as possible! If you need to change your shipping address or cancel an item, please contact us within 2 hours of placing your order at support@toppetshop.com. Once an order has been processed by our warehouse, we can no longer modify it.
Products, Materials & Safety
Are your toys and accessories safe and non-toxic?
Absolutely! Your pet’s safety is our #1 priority. Every product in our store is crafted from high-quality, 100% non-toxic, BPA-free, and pet-safe materials. We test our items to ensure they meet strict safety and durability standards.
How do I know which size to pick for my cat or dog?
Each of our wearable items (collars, harnesses, beds, apparel) includes a detailed Size Guide on its product page. We strongly recommend measuring your pet’s neck, chest, or weight before purchasing. If your pet falls between two sizes, we usually recommend sizing up for extra comfo
Are your toys durable enough for heavy chewers?
While many of our toys are built with reinforced, bite-resistant materials, no pet toy is completely indestructible! We clearly mark our ultra-durable items in the product descriptions. We always recommend supervising your pet during playtime, especially with aggressive chewers.
Returns & Happiness Guarantee
What is your Return & Exchange Policy?
We want you and your fur baby to be 100% happy! We offer a 30-Day Happiness Guarantee. If an item arrives damaged, defective, or simply isn't a good fit, contact us within 30 days of delivery, and we’ll arrange a return, exchange, or full refund.
What should I do if my order arrives damaged or incomplete?
Oh no! We pack everything with care, but accidents can happen during shipping. If your package arrives damaged or missing an item, please email us right away at support@toppetshop.com with your order number and a photo of the damaged item. We’ll ship out a free replacement immediately!
Payment & Security
What payment methods do you accept?
We accept all major credit/debit cards (Visa, MasterCard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are 100% encrypted and secured using SSL encryption.
Will I have to pay custom duties or taxes?
For the vast majority of orders, custom duties and taxes are included at checkout or waived. However, depending on your country's international import laws, minor customs charges may occasionally apply upon arrival, which are the responsibility of the recipient.