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FAQ

  • Where is my order shipped from and when will it arrive?
Your order is shipped from global areas such as Thailand, Tibet, China, India, etc. Unfortunately, our global suppliers do not provide tracking numbers but we do offer a 100% satisfaction guarantee.

 

Because we ship directly from our partners in these countries, your items may take 3-5 weeks to arrive. Please do not panic if it does not show up immediately, it's on its way :)

 

  • How much is shipping?
This depends on the product ordered, the total weight, and where we're shipping to. 
  • How long does it take for an order to arrive?
This depends on the product ordered.  Most items will arrive in about 3-5 weeks. If you're still not sure, just email us.  We're happy to help.
    • Can I have a tracking number?
    Tracking details will be supplied once the orders have been shipped, tracking details are only available for the U.S.A. Please allow at least 48 hours after we supply the tracking details for them to register on the system.
        • I ordered 2+ items, but only received one... where's my order?
        We have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way :)
          • Why have I not received any order confirmation details?
          Most times this is because our customers have accidentally entered their email in wrong. Throughout the process we send 3-4 emails, including an order confirmation, a fulfillment notice, and a shipping notice.

          If you believe you may have entered your email wrong please contact us and we will fix it for you.
            • Are the "FREE" items really free?

            YES! For our promotional items, all you have to pay is the shipping cost. The price of the item itself is $0.00 :)
              • What is your refund policy?

              All orders can be canceled within 48 hours, we hold off sending all orders for that period to allow for a cooling off period. If 48 hours has passed since you have placed your order and you have received a shipping confirmation, that means the order has been sent and the order can no longer be canceled.
              If you no longer want your order for any reason whatsoever, you can return the order to us for a full refund excluding any shipping costs. 
              We strive for a 100% satisfaction shopping experience, if there are any issues at all please get in touch with us and we will endeavor to resolve any problems or queries that may arise.
                • I entered my address wrong! Can you please change it or replace my order?
                Yes! If you contact us within 48 hours we can change your order once you provide us the correct address. Otherwise, we do not accept responsibility for wrong addresses. Please enter your address carefully at checkout.
                • How/where do you feed shelter animals? 

                We send a monthly donation based on our monthly sales to RescueBank.org.  They feed a certain number of animals currently residing in shelters with our donations.

                • How do I contact you?
                If you have any questions that are not on this FAQ page, please email us at weheartanimalsinfo@gmail.com or call our customer service line at (888) 407-2111 !