FAQs
Frequently Asked Questions
🛒 ORDERING
1. Do I need an account to place an order?
No, you can check out as a guest. However, creating an account gives you access to faster checkout, order history, and exclusive promotions for pet lovers!
2. Can I modify or cancel my order after placing it?
Orders are processed quickly to ensure your pet gets their goodies fast! Please contact us at support@potearie.com within 24 hours of placing your order if you need to make changes. Once an order is processed or shipped, we are unable to make modifications.
💳 PAYMENT
3. What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, Discover, AMEX) and PayPal. All transactions are processed in US Dollars (USD).
4. Are there any exchange rates I should know about?
All transactions are based in USD. If your card is in another currency, your bank will apply the exchange rate at the time of processing. We are not responsible for any currency conversion fees charged by your bank.
5. Is my payment information secure?
Absolutely. All transactions are processed through an SSL-encrypted secure connection. Your credit card details are never stored on our servers.
🚚 SHIPPING & DELIVERY
6. Where do you ship to?
We ship worldwide to over 200 countries and regions! No matter where you and your furry friend are, we've got you covered.
7. How long does shipping take?
Delivery times vary depending on your location and the shipping method selected at checkout. Once your order ships, you'll receive a confirmation email with your tracking number and tracking link.
8. Can I change my shipping address after placing an order?
Shipping addresses cannot be changed once an order has been processed or shipped. Please double-check your address before completing your purchase, and use a permanent residential address rather than a temporary one.
9. My package is delayed — what should I do?
International shipments may occasionally be held by customs. We are not responsible for customs-related delays, but please reach out to us at support@potearie.com and we'll do our best to help.
📦 ORDERS & RETURNS
10. What if I receive a damaged or incorrect item?
We're so sorry if that happens! Please contact us at support@potearie.com within 7 days of receiving your order with a photo of the item, and we'll make it right.
11. What if items are missing from my order?
If something is missing, please contact us immediately at support@potearie.com with your order number and we'll resolve it as quickly as possible.
12. Do you offer refunds or exchanges?
Yes! We want you and your pet to be happy. If you're not satisfied with your purchase, please contact us within 30 days of receiving your order to discuss a refund or exchange. Items must be unused and in their original packaging.
🐾 PRODUCTS
13. Are your pet toys safe for my pet?
All of our products are selected with pet safety in mind. However, we always recommend supervising your pet during playtime, especially with new toys. If you have specific concerns about a product's materials, feel free to contact us.
14. How do I choose the right size product for my pet?
Each product page includes sizing information and recommendations. If you're unsure, feel free to reach out to us with your pet's breed, weight, and age, and we'll help you find the perfect fit!
📧 STILL HAVE QUESTIONS?
We're happy to help! Contact us directly at support@potearie.com and our team will get back to you as soon as possible.