Any question?

You have any question? Our customer service is at your disposal and will respond to you as soon as possible.

Please, do not hesitate to contact us at contact@petroom.shop.

 

Some frequently asked questions:

When will I receive my order?

Orders are usually shipped from our warehouses within 3 business days.

It then takes between 9 and 12 business days for your item to arrive at your home.

During busy periods it may take up to 6 days before shipping. If any issues arise, you will be able to refund your purchase by contacting us and giving the reason why you want to refund your item(s).

 

My order does not seem complete

As we have different storage locations and work with different manufacturers, you may receive your products in different packages. So don't worry if you don't receive everything at the same time, this can be normal in some cases.

Our average delivery times are 5 to 7 business days. It is possible that some packages take a little longer or shorter than this, depending on several factors.

However, if you still have not received your package after 35 business days after ordering, then we will refund you in full and you can keep the item when you receive it.

Contact us at contact@petroom.shop to report an item not received or for any other question.

 

The item I received is broken/defective. What should I do?

Despite our rigorous selection of trusted carriers, your package may arrive damaged at home.

In this case or in the case of a design defect, contact us at contact@petroom.shop making sure to use the following details:

   1.Your order number
   2.A description of the problem (wrong/defective item, ...)
   3.A photo or video

You will not need to return the product and we will directly refund the amount of your order in the form of a voucher (if you want another form of refund, please let us know). For any other information ou our refund methods, feel free to contact us in the " Contact Us " section.

 

Can I cancel or modify my order?

We process the orders you place quickly, usually within 12 hours.

For this reason, you have a maximum of 12 hours after ordering to send a cancellation or modification email to contact@petroom.shop.

Beyond this time, your items will have already been shipped, so we will not be able to modify your order anymore.

Also, to avoid any shipping issues, please make sure to enter your correct informations before making any purchase.