Petshard Care Guide

How can I contact Petshard?
You can reach us anytime at info@petshard.co. Our support team will be happy to help with any questions about your order, shipping, or products. We aim to respond to all inquiries within 24 hours.

Do you ship worldwide?
Yes.

Where do you ship from?
We ship from Continental United States. 

Can I change or cancel my order?
We aim to process orders quickly, so any changes or cancellation requests must be made within 12 hours of placing your order. After that window, we may no longer be able to make changes. If your order has already been processed, you can still contact us for help once it arrives according to our return policy.

What payment methods do you accept?
We accept all major credit cards, including Visa, Mastercard, American Express, as well as PayPal.

When will my order be processed?
Orders are processed within 1–3 business days. Please note that processing times may be slightly longer during holidays, promotions, or periods of high demand.

How long will it take to receive my order?
Due to high demand, orders may take 1–2 weeks to arrive after being processed.

Will I receive tracking information?
Yes. Once your order has been shipped, you will receive a tracking number so you can follow your package along the way.

What if I don’t receive my order?
If your order does not arrive within 30 days after shipment, please contact us and we will review the issue. If your package is confirmed lost, you may be eligible for a full refund or replacement, depending on the situation.

Will I be charged customs fees or import taxes?
Depending on your country, import duties, taxes, or customs fees may apply once your package reaches its destination. These charges are determined by your local customs office and are the responsibility of the customer. Petshard is not responsible for delays caused by customs.

How do I return an item?
If you would like to request a return, please contact us at info@petshard.co and we’ll guide you through the next steps.

What if my item arrives damaged, incorrect, or defective?
We’re sorry if something wasn’t right with your order. If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at info@petshard.co and include your order number along with clear photos of the item and packaging. We’ll do our best to resolve the issue as quickly as possible.

When will I receive my refund?
Once your return or cancellation has been approved, refunds are issued to your original payment method. Please allow 7–10 business days for the refund to appear, depending on your bank or payment provider.