FAQs
Find a wealth of pet related answers and questions focused on pomopet.
Check out some of the most frequently asked questions to get the answers you need to help make the journey as joyful and stress-free as possible.
If you still can't find the answer you were looking for please get in touch at hello@pomopet.com.
Shipping
How does shipping work?
pomopet works with global merchants and top-quality handmade artisans in order to provide you with the best prices and the most awesome innovative products. This means that your order is shipped from all over the world. Our shipping methods for the majority of our shipments are USPS and FedEx.
Because we ship directly from our partners and a lot of our products are in high demand, your item(s) may take 6-12 days (business days) to arrive. If you buy different items it is possible that you will receive more than one package.
Please do not worry if it does not show up immediately. We provide tracking numbers with every order as well. 24/7/365 ticket and email support is conveniently offered to you, We are always only one email away and offer very fast response times. Please contact us if you need assistance, we are here for you.
Because we ship directly from our partners and a lot of our products are in high demand, your item(s) may take 6-12 days (business days) to arrive. If you buy different items it is possible that you will receive more than one package.
Please do not worry if it does not show up immediately. We provide tracking numbers with every order as well. 24/7/365 ticket and email support is conveniently offered to you, We are always only one email away and offer very fast response times. Please contact us if you need assistance, we are here for you.
How long will my order take to arrive?
Orders are processed and prepared for shipment within 1-3 business days. Delivery times vary depending on the product and shipping option selected. For most products, shipping typically takes 6-12 days. However, for special items, this may extend to 10-20 days. We also offer Standard and Premium Shipping options, with expected delivery between 6-12 days from the time your order is placed, though occasional delays may occur.
In some cases, such as during special sales, we provide priority shipping with delivery times of 4-8 days. Please refer to the product description for specific shipping times, as they can vary depending on the item.
How can I track my order?
Once your package ships out, you will receive a shipping confirmation e-mail with tracking information.
Or you can go to the Track Your Order page on our website.
If you have any questions or feedback, please contact us anytime at hello@pomopet.com
If you have any questions or feedback, please contact us anytime at hello@pomopet.com
Orders
Can I cancel or modify my order once placed?
Upon purchase, we’ll give you 24 hours to cancel or make any changes (sale items are not subject to the option of canceling). Any time beyond that, your order will already be processed and being prepared for shipping, therefore after 24 hrs order changes or cancellations cannot be made.
Please contact our customer service team within 24 hours at hello@pomopet.com for assistance.
Please contact our customer service team within 24 hours at hello@pomopet.com for assistance.
Where is my order?
You will receive a tracking number for your order after processing (2 business days) via email.
If you have your tracking number already, you can track your order here.
Something is missing from the order
While our packers are pretty great at getting your order together, very rarely they may leave an item out from the order.
If this happens, please just reach out to us at hello@pomopet.com and we can get this sorted for you.
If this happens, we will require a photo of what you received for verification purposes.
Returns & Exchanges
Can I exchange or return my online purchase?
Our return policy lasts 14 days. If 14 days have gone by since you received the item, we cannot offer you a refund or exchange, unfortunately.
To be eligible for a return, your item(s) must be unused in the same condition that you received it and be in the original packing.
Your item must be sent back to us in original packaging to the address we provide. Please do not send your purchase back to our manufacturers.
For all Order Return inquiries, please email hello@pomopet.com
To be eligible for a return, your item(s) must be unused in the same condition that you received it and be in the original packing.
Your item must be sent back to us in original packaging to the address we provide. Please do not send your purchase back to our manufacturers.
For all Order Return inquiries, please email hello@pomopet.com
How can I return item?
Refer to our Return Policy if you need further assistance, please send us an email at hello@pomopet.com
How Do I Cancel Or Change My Order?
Upon purchase, we’ll give you 24 hours to cancel or make any changes (sale items are not subject to the option of canceling). Any time beyond that, your order will already be processed and being prepared for shipping, therefore after 24 hrs order changes or cancellations cannot be made.
An item is missing, wrong, or damaged in my package. What should I do?
We apologize for your less-than-perfect experience.
If for some reason your order arrived damaged or contained missing items, we will be happy to provide you with a replacement ASAP. Please contact our support team to make the Damaged/Missing Item Claim. When you email us be sure to put Damaged/Missing Item Claim in the subject email so we can tend to this ASAP! ( pomopet )
If for some reason your order arrived damaged or contained missing items, we will be happy to provide you with a replacement ASAP. Please contact our support team to make the Damaged/Missing Item Claim. When you email us be sure to put Damaged/Missing Item Claim in the subject email so we can tend to this ASAP! ( pomopet )
Payments & Security
What payment methods are available to me?
We accept major payment methods like Visa, Mastercard, Maestro, American Express, Discover, UnionPay and Diners Club Credit cards.
Payments can also be made with PayPal, Shop Pay, Apple Pay and Google Pay.
Payments can also be made with PayPal, Shop Pay, Apple Pay and Google Pay.
How secure is my online order?
Yes, your security and privacy is our priority.
We're a certified PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, we use the best-in-class security tools and practices to maintain a high level of security at Stripe.
We're a certified PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, we use the best-in-class security tools and practices to maintain a high level of security at Stripe.
How secure is my personal information?
We use industry-standard privacy protection; We don't sell, lease or otherwise distribute any personal customer information.
All sensitive personal information is kept securely offline at our privately run data center. We don't have any of your personal information online and we don't use it in any sort of way.
All sensitive personal information is kept securely offline at our privately run data center. We don't have any of your personal information online and we don't use it in any sort of way.
Contact Us
How can I contact support service?
If you have any questions or feedback we would love to hear from you!
Please contact us anytime at hello@pomopet.com or , visit our Contact Page and write us a message!
Have an Awesome Day!
Please contact us anytime at hello@pomopet.com or , visit our Contact Page and write us a message!
Have an Awesome Day!
How long will it take for you to reply to my message?
We strive to maintain one of the fastest response times on the web. Thus far we manage to meet our best results regularly and respond to inquiries within 1-3 hours, but we aren't always perfect so please allow up to 24 hrs -- especially on weekends or holidays. We guarantee awesome customer support!