Frequently Asked Questions
We have answered the most popular questions below. However, you can find more answers by reading our Store Policies.
COMMENTS, FEEDBACK & PICTURES
I’d like to write a review … how do I do that?
We always love to hear from our customers! To write a review, please log into your account; go to the product you purchased and click on write review. Thank you for your support and for helping us improve our products! We value your feedback and are here to listen!
I have a #PetoonsySelfie picture of my dog with your product. How can I send it to you?
We’d love to see it! Please email it to support@Petoonsy.com (along with the name of your dog or pet) and we’d be more than happy to share it on our website and social media!
Additionally, if you have a Facebook account, simply post it on our fan page at www.Facebook.com/Petoonsy. You can also find us on Instagram or Twitter; when you post your image, please use @Petoonsy in your caption/comment or tweet.
PLACING AN ORDER
Do I need to create an account at Petoonsy.com to place an order?
No. You can checkout as a Guest. However, there are benefits to having an account (track your order, see the status of your order, write reviews, etc) that a Guest doesn’t have.
Can I place an order via phone or email?
In order to avoid any misunderstandings (typos on address or name, for example) and make it more convenient and safe for you, we only accept orders via our secure website, www.Petoonsy.com. You can place an order online 24/7.
What payment methods do you accept?
We accept PayPal and major credit cards (Visa, MasterCard, Discover).
I don’t have a PayPal account; how do I pay?
You don’t need a PayPal account to pay for your Petoonsy purchase. When you are redirected to PayPal, select “Pay with Debit or Credit Card” and enter your details.
Are my credit card details secure?
We do everything in our power to protect your information.
- Your credit card details are not stored in our database.
- We have an SSL Certificate installed on our website; it safeguards your personal and credit card information by encrypting it, when entered on our website.
- We use 3rd party secure payment gateways and payment processors (like PayPal) to process all transactions.
Please note: never ever send your credit card information via email. Also, every time you create an account or make a purchase online, make sure the address showing in your browser starts with https instead of http.
Do you ship internationally?
At this time, we only ship to the United States and U.S. territories.
When will my order ship?
We ship orders pretty fast; orders are processed in 1 – 2 business days after the payment has been completed. During busier months like November – December, it may take 2- 3 business days for us to send out your package.
Do you offer Free Shipping?
During certain sale events, we offer free shipping via USPS Parcel Post (7 – 14 business days, depending on your location). Please sign up for our Newsletter or follow us on Facebook / Twitter to find out when we offer free shipping.
Please Note: sometimes bad weather conditions delay shipments, including expedited shipping methods. We are not responsible for late deliveries due to weather and natural disasters.
How can I track my order?
After your order is shipped, you will receive an email notifying you of your tracking number. Simply click on the link in the email to track your shipment. Alternatively, log into your Petoonsy.com account and click the Order tab. If you placed your order as a Guest, you will not be able to view this information because you don’t have an account.
RETURNS & EXCHANGES
What is your Return Policy and how do I return my product?
We hope you are always 100% happy with your order but just in case things don’t go as planned, we have a 30-Day Money Back Return Policy. If, for any reason, you are not satisfied with your Petoonsy product, you may request a refund for products that are in re-sellable, original, new, unused, unaltered, un-ridden, unwashed condition and in the original product packaging within 30 days of purchase date. Please read our Return Policy to find out more details, if you are eligible for a refund and what to do. Please note that you’ll be asked to provide proof of purchase (receipt or order number) and you’ll have to return the item to Petoonsy, at your expense.
I love my Petoonsy Dog Seat Cover but I think it is defective. Can I exchange it?
Sure! If your cover is defective, please contact us within 30 days of purchase and we’d be more than happy to exchange it. Please note that proof of purchase (receipt or order number) is required and, depending on the issue, you’ll most likely have to return the item to Petoonsy, at your expense.
How long does it take to process my refund?
Refunds will be processed within 5 to 10 days from the moment we receive your returned product. All refunds will be paid to the original method of payment.
Who will pay for the shipping charges of my returned/replacement product?
You are responsible for the shipping charges to get the product back to us. We’ll pay for the standard shipping cost to send you a replacement. If you’d like to receive the item faster, we are happy to accommodate and ship your replacement with an expedited service, at your expense.
What happens to the defective products after they are being returned?
Sometimes, if we can fix them and they are in good shape, we donate them to volunteers and non-profits who work diligently to better/save the lives of animals.
If you have any questions, please contact us!