Frequently Asked Questions
Welcome to the Pet’s Heaven FAQ page.
Here you’ll find answers to our most commonly asked questions about shipping, returns, tracking, and your overall shopping experience.
📦 Shipping & Delivery
What are your shipping times?
- United States: 7–14 business days
- International: 14–31 business days
Please note that delivery times may vary slightly depending on customs processing and local carrier delays.
Do you offer international shipping?
Yes, we ship worldwide. International customers can expect delivery within 14–31 business days, depending on location and customs procedures.
Do you offer expedited shipping?
At the moment, we do not offer express shipping. Our goal is to keep shipping costs low while still ensuring safe and reliable delivery.
🚚 Order Tracking
When will I receive my tracking number?
Your tracking number will be available as soon as possible after your order is processed and shipped. You will receive it by email.
Where can I track my order?
You can check your tracking information anytime on our Track Your Order page. Simply enter your tracking number for real-time updates.
My tracking hasn’t updated — is this normal?
Yes, it’s common for tracking to show limited updates during international transit or customs clearance.
If your tracking shows no movement after 10 days, feel free to contact us and we’ll be happy to help.
🔄 Returns & Refunds
What is your return policy?
We accept returns within 30 days after delivery. Items must be unused, in original condition, and in their original packaging.
How do I request a return?
Simply contact our support team at pets.heaven25@gmail.com with your order number and the reason for the return. We will guide you through the process.
💳 Payments & Orders
What payment methods do you accept?
We accept major credit and debit cards, and other secure payment methods shown at checkout.
Can I change or cancel my order after placing it?
Changes or cancellations can only be made within 12 hours of placing your order. After that, orders are already being processed by our warehouse.
🛍 Products & Quality
Are your products safe for pets?
Yes. All products at Pet’s Heaven are carefully selected with safety, comfort, and durability in mind.
Do you restock sold-out items?
Yes. Many of our bestselling items restock regularly. If a product you want is unavailable, feel free to contact us for estimated restock dates.
📨 Customer Support
How can I contact you?
You can reach us anytime through our Contact Us page or by replying to your order confirmation email. We typically respond within 24–48 hours.