FAQ

Welcome to Rey Pet Shop. Here you will find answers to common questions about our products, orders, shipping, payments, returns, and customer support.

If you cannot find the information you are looking for, please contact our customer support team using the contact information provided below.

1. What products do you sell?

Rey Pet Shop offers pet products and related supplies through our online store. Product availability and selection may vary from time to time.

2. How do I place an order?

You can browse the products available on our website, add the products you wish to purchase to your cart, and proceed through the secure checkout process to complete your order.

3. How long does it take to process an order?

Orders are generally processed within 1–3 business days after the order is placed.

4. What is your order cut-off time?

Our order cut-off time is 5:00 PM Eastern Time (ET). Orders received after the daily cut-off time may be processed on the next business day.

5. Where do you ship?

We currently offer Standard Shipping for eligible orders within the United States.

6. How long does shipping take?

Standard shipping transit typically takes 3–5 business days.

The estimated total delivery time is 4–8 business days, including order processing and standard shipping transit time.

Delivery timeframes are estimates and may vary depending on the destination, carrier operations, weather, holidays, and other circumstances outside our reasonable control.

7. How can I track my order?

When tracking information is available, it will be provided through the applicable order or shipping notification. Please allow some time for tracking information to become available or update after the order has been shipped.

8. What payment methods do you accept?

We accept major credit and debit cards through our online checkout, including:

  • Visa
  • Visa Electron
  • MasterCard
  • American Express
  • Discover

Available payment methods may vary depending on the checkout process, payment provider, device, location, or other applicable conditions. The payment options available for your order will be displayed during checkout before you complete your purchase.

9. Is my payment information secure?

Payment information is handled through the applicable checkout and payment processing system. Customers should enter payment and billing information only through the secure checkout process provided on our website.

Payment information may be subject to the security practices, privacy policies, and terms of the applicable payment provider.

10. What currency do you use?

Our online store currently displays prices in U.S. Dollars (USD).

Your bank, card issuer, or payment provider may apply currency conversion fees or other charges depending on your payment method and location.

11. Can I change or cancel my order?

If you need to request an order change or cancellation, please contact Rey Pet Shop as soon as possible after placing your order.

We will make reasonable efforts to accommodate requests received before an order has been processed or shipped. Once an order has been processed or shipped, changes or cancellations may no longer be possible.

A cancellation request does not guarantee that an order can be cancelled.

12. What is your return policy?

Rey Pet Shop offers a 30-day return policy for eligible purchases.

Return eligibility and other applicable conditions are described in our Return & Refund Policy.

13. How do I request a return?

Please contact Rey Pet Shop before sending an item back. Our team will provide the appropriate return instructions and assist with your request according to our Return & Refund Policy.

14. When will I receive my refund?

Approved refunds are issued according to the terms of our Return & Refund Policy and, where applicable, are returned to the original payment method used for the purchase.

The time required for a refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

15. What if I receive a damaged or incorrect item?

If you receive an item that is damaged or incorrect, please contact Rey Pet Shop as soon as possible with your order information and a clear description of the issue.

Our team will review the situation and assist with an appropriate resolution according to the applicable order and return procedures.

16. Why has my order not been completed?

An order may not be completed if payment authorization cannot be verified, if there is an issue with the payment information provided, or due to other order-related circumstances.

If necessary, we may contact you using the information submitted with your order to assist with the issue.

17. How can I contact customer support?

If you have questions about products, orders, shipping, payments, returns, or other website-related matters, please contact Rey Pet Shop:

Business Hours

  • Monday – Saturday: 9:00 AM – 6:00 PM
  • Sunday: 9:00 AM – 2:00 PM

Need More Help?

If you cannot find the answer you are looking for, please contact our customer support team. We are happy to assist you with questions about your order, products, shipping, payments, returns, or other website matters.