FAQS

Frequent asked questions 

1. Do you offer international shipping?

Yes, we provide international shipping to most countries, including the United States, the United Kingdom, Canada, Australia, Germany, France, Spain, Italy, Poland, and more. (Please note that shipping to Alaska, Hawaii, and New Zealand is temporarily unavailable, and we apologize for any inconvenience.)

2. What payment methods do you accept?

We accept PayPal and credit card payments. In case of any issues with a specific payment method, you can easily switch to another option.

3.How long will it take to receive my order?

Standard Shipping: 5-15 working days.
EMS VIP-Air Transport: 2-12 working days.

4. How can I track my order?

Once your order is shipped, we will send you an email notification containing the tracking number. You can use the provided tracking number to check the status of your package on our website: https://www.ems.com.cn/english/. If you encounter any difficulties tracking your order, please contact our customer service team, and they will assist you and provide an estimated delivery time.

5. Can I cancel my order and get a refund?

You can cancel your order before it is shipped. However, once the order has been shipped, cancellation is not possible. If you still wish to return the package, please contact us after receiving it, and we will guide you through the return process.

6. l ordered multiple products, but I received only one. Where are my other products?

If you ordered multiple products, please note that some packages may be shipped separately due to their size. If you have received only one item, don’t worry, the remaining products are still in transit and will be delivered to you separately.

7. What should I do if I receive damaged or defective pet supplies?

If you receive damaged or defective pet supplies, please take a photo of the issue and promptly contact our customer service center. They will assist you in either refunding or replacing the product.

8. Can I return or exchange a product? What is your refund policy?

Yes, we offer returns and exchanges within 30 days. For detailed information, please refer to our return and refund policy here.

9. I did not receive an order confirmation

Please check your spam, if not found, please contact our customer service center to check. contact@ivptcon.com

10. It’s been two weeks and I still haven’t received the package.

Please contact our customer service center to check if your package is abnormal. contact@ivptcon.com