Frequently Asked Questions

Have a question? We've got answers. Browse our most commonly asked questions below. If you don't find what you're looking for, feel free to contact us directly.

Orders & Payments

How do I place an order?

Simply browse our store, add your desired items to the cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase securely.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, and other payment methods available at checkout.

Can I modify or cancel my order after placing it?

We begin processing orders quickly. If you need to modify or cancel your order, please contact us as soon as possible. We'll do our best to accommodate your request, but we cannot guarantee changes once an order has been processed.

Will I receive an order confirmation?

Yes! A confirmation email will be sent to the email address you provided at checkout as soon as your order is placed.

Shipping & Delivery

How long does shipping take?

Orders are typically processed within 1–3 business days. Estimated delivery times vary by location but generally range from 7–15 business days. Please see our Shipping and Delivery page for full details.

Do you ship internationally?

Currently, we primarily serve customers in the United States. Please contact us if you have questions about international shipping availability.

How can I track my order?

Once your order ships, you'll receive a tracking number via email. You can use this number on the carrier's website to monitor your delivery in real time.

What if my order hasn't arrived?

If your order hasn't arrived within the estimated timeframe, please check your tracking information first. If you still have concerns, don't hesitate to reach out to us.

Returns & Refunds

What is your return policy?

We offer a 30-day return policy on most items. Products must be unused, in original condition, and in original packaging. Please visit our Refund Policy page for full details.

How do I initiate a return?

Contact our support team at support@housepets.com with your order number and reason for return. We'll guide you through the process.

When will I receive my refund?

Once we receive and inspect your returned item, refunds are typically processed within 5–7 business days to your original payment method.

Products

Are your products safe for pets?

Absolutely. We carefully vet all products to ensure they meet safety standards and are appropriate for your pet. If you have specific concerns about a product's ingredients or materials, feel free to ask us before purchasing.

What if I received a damaged or incorrect item?

We sincerely apologize if this happened! Please contact us within 7 days of receiving your order with a photo of the item, and we'll make it right promptly.

Account & Privacy

Do I need an account to place an order?

No, you can check out as a guest. However, creating an account allows you to track your orders, save your details, and enjoy a faster checkout experience in the future.

How do you protect my personal information?

Your privacy matters to us. Please review our Privacy Policy to learn how we collect, use, and protect your data.

Still have questions? We're happy to help! Contact our support team anytime.