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FAQs

What currencies do you accept?
All purchases are charged in USD using Paypal.
For other payment methods, accepted currencies are USD, AUD, EUR, GBP, JPY. 

I just placed an order, when will it ship?
We try our best to ship items as fast as we can. Please allow 1-3 days production time for your order to ship out, average shipping times are 1 to 3 weeks.

Tracking numbers will be updated 3-5 days after your order has been shipped. If you didn't receive a tracking number after 7 business days, please email us at support@petnip.co

There is an issue with my product. Can I return it?
We offer a 100% money back guarantee if the product is defective or damaged. Refund has to be requested within 3 days of receipt. You have 30 days to send it back to us for a full refund. You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. Please Include your name and order number on the returned parcels.

Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.

Can I cancel my order?
You are able to cancel your order with no penalty! However, you must cancel your order before it ships. If the item is already sent, please request a return after receiving your order.

I have entered an incorrect address what do I do now?
If you have misspelled or filled in an incorrect address, simply reply to your order confirmation email to make the correction. Kindly notify us immediately via email at support@petnip.co. We can change the address as long as the order has not been shipped. Unfortunately, no refund will be given after the order has been shipped. 

How long does shipping take?
Shipping times vary as we ship worldwide from different fulfillment centers based on your location. Orders are generally processed within 1 to 3 days. The average shipping time is 1 to 3 weeks.

Where is my order?
Upon shipment, we will provide you with a tracking ID. You can track your parcel's location through the courier updates. 

Why hasn't my order arrived?
We're sorry for the delay. Orders may occasionally arrive late due to unforeseen circumstances. If you have not received your order after 12 weeks, we will offer a full refund. We hope to make it up to you, please drop us an email at support@petnip.co with your order number for assistance.

Will my order be sent in one package?
In order to facilitate the fastest shipping time possible, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

I have a question that wasn't answered, can you please help?
Absolutely! We are always happy to help! Please send us an email to hello@petnip.co and we will be happy to assist you in any way we can.

We do receive a large number of emails, If you wish to get a prompt response regarding your order please attach your order number, name and email us using the email address used for the order. Thank you!

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