Shipping, Returns & Warranty

FAQ

How much is shipping and how long before my order arrives? 

US orders - free shipping on orders over $200 and under $1000, and $5.99 shipping on smaller orders.

The estimated delivery time

  • Economy shipping - 5-8 business days
  • Standard shipping - 3-4 business days
  • Express shipping - 1-2 business days
  • Next-day shipping - 1 business day

 

International orders - The shipping & handling fees vary depending on the destination. Please add your items to the shopping cart and proceed to the checkout step to see the fees and estimated delivery time. You are responsible for any applicable customs charges. The estimated delivery time is 7-25 business days depending on destination.

 

We process orders Monday through Friday, US Pacific time.  For express and next-day shipping options, orders need to be placed by 1 PM Pacific time to go out on the same day.   Please contact us through online chat or support@petoi.com if you have any specific needs.

 

You can add items to your cart and start the checkout process to see the shipping fee estimates.

 

For any bulk orders, please contact us for a quote.

We may contact you if your package is too heavy to qualify for  free shipping. 

Can I return or exchange my purchase?

For orders made January-October, you have within 30 days of receipt of the purchased item to request a refund or exchange. For holiday orders: November and December purchases are eligible for free returns/exchanges by January 5 or within 30 days of receipt (whichever comes later). 

To be eligible for a return with full refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Or you've received defective item(s) and send us pictures or videos for proof. 

If your return is not due to defective item(s), we may charge a restocking fee (up to 20% of your purchase price) depending on the returned items' conditions after our inspection.

Can I change my order?

Yes, please contact us ASAP. We’ll see what we can do!

Can I cancel my order?

Yes — contact us ASAP, and we'll cancel your order if it hasn't shipped yet. If your order has already shipped, you can return it under our 30-day return policy once it arrives.

EU customers: Right of Withdrawal

If you're in the European Union, you have the right to cancel your order within 14 days of delivery without giving any reason. This is in addition to our standard 30-day return policy.
To exercise this right, use our EU Withdrawal Form or contact us. Return shipping costs are your responsibility unless the item is defective. Once we receive and inspect your return, we'll refund via your original payment method, including original shipping costs.

How do you ship?

We ship worldwide with reputable carriers. Please check your shopping cart for estimated shipping & handing time. If your shipment country is not the US or China where our warehouses locate, you will be responsble for any customs clearance fee.

How do I track my order?

You will get notification about the order status through email.  

When can I expect my refund?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.  If approved, you’ll be automatically refunded on your original payment method.  Please remember it can take some time for your bank or credit card company to process and post the refund too.  

How can I appy tax exemption to my purchase?

Please send your tax exemption form to support at petoi..com before you order.

Do you have any warranty?

Yes. We offer a 1-year limited warranty.