FAQ
Frequently Asked Questions
When will my order be shipped?
We process all orders within 2–5 business days. Once your order has been processed and shipped, you'll receive a shipping confirmation email. Processing times may be slightly longer during holidays or periods of high order volume.
How long does shipping take?
Estimated delivery times are:
- Canada: 15–20 business days
- United States: 15–20 business days
- International: 15–25 business days
Please note that these are estimated delivery times and may vary due to customs processing, carrier delays, weather conditions, or local postal services.
Can my order arrive in more than one package?
Yes. Depending on product availability and warehouse locations, some orders may be shipped separately and arrive in multiple packages.
How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery address and the shipping method selected. We may also offer free shipping promotions from time to time.
How can I track my order?
When tracking is available, you'll receive tracking information once your order has shipped. Please allow a few days for tracking updates to appear after your package has been dispatched.
Why hasn't my tracking information updated yet?
Tracking information may take several days to appear after your package has been shipped. If you have concerns about your order, please contact us at support@mypetattic.com.
Do I have to pay customs duties or import taxes?
For international orders, customs duties, import taxes, or other fees may be charged by your destination country. These charges are the customer's responsibility and are not included in the product or shipping price.
What should I do if my package is delayed?
While we work hard to deliver orders within the estimated timeframe, delays can occasionally happen due to customs inspections, shipping carrier delays, weather conditions, or seasonal demand. We appreciate your patience and understanding.
What if my package is lost?
If your package appears to be lost in transit, please contact us at support@mypetattic.com. We'll assist in investigating the issue with the shipping carrier.
Can I return my order?
Yes. We offer a 7-day return period from the date you receive your order.
To be eligible for a return, your item must be:
- Unused and unworn
- In its original condition
- With all original tags
- In its original packaging
- Accompanied by your receipt or proof of purchase
How do I start a return?
To request a return, simply email us at support@mypetattic.com.
If your return is approved, we'll provide instructions on how and where to send your package.
Please note that returns sent without first requesting authorization cannot be accepted.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
What should I do if my order arrives damaged or I receive the wrong item?
Please inspect your order as soon as it arrives. If your item is damaged, defective, or incorrect, contact us immediately at support@mypetattic.com.
To help us resolve the issue as quickly as possible, we may ask you to provide photos of the product and its packaging.
Can I exchange an item?
Yes. The fastest way to receive a different item is to return your original purchase. Once your return has been accepted, you can place a new order for the item you'd like instead.
When will I receive my refund?
Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 5–10 business days. Please note that your bank or credit card provider may require additional time to process the refund.
How can I contact My Pet Attic?
If you have any questions about your order, shipping, returns, or refunds, we're happy to help. Email: support@mypetattic.com