FAQ – Find All Your Answers
FAQ
Frequently Asked Questions
📦 Orders & Shipping
How long does delivery take?
We ship your order within 24 working hours. Delivery takes 7 to 12 working days, depending on your location.
How can I track my order?
Once your order ships, you'll receive an email with a tracking number so you can follow your parcel in real time.
Can I change or cancel my order after buying?
Yes — contact us within 24 hours of placing your order. Once it has shipped, we can no longer cancel it.
💰 Returns & Refunds
Can I return a product?
Yes. You can return your item within 30 days, depending on the type of product ordered. Any exceptions are stated on the product page itself.
How do I get a refund?
Once your return is approved, we issue the refund within 14 days, with no extra charges.
Who pays for return shipping?
Return shipping costs are covered by the customer. If your item arrived damaged or isn't what you ordered, we'll of course cover it ourselves — just contact us.
🐾 Products & Quality
Are your products safe for animals?
Absolutely. We select high-quality, tested and pet-safe products for the wellbeing of your companion.
How do I know a product suits my pet?
Every product page lists the specifications and customer reviews to guide your choice. Still unsure? Our team is happy to advise you.
💬 Customer Service
How can I contact you?
Email us at info@petactive.shop and we'll reply within 24 working hours.
How do I leave a product review?
After your order arrives, you'll get an email inviting you to share your experience.