Welcome to TrendyPet's Zone Customer Service

We can usually change or cancel an order only if it hasn’t been processed or shipped yet.

If you need to change or cancel:

• Contact us as soon as possible with your order number and the exact change you need (cancel, change item, change size, etc.).

If the order is already shipped:

• We may not be able to cancel it, but we can help with return options after delivery (based on our return policy).

Here’s what to do:

If you entered the wrong address, contact us immediately with:

• Your order number
• The correct full address (including apartment/unit number and postal code)

If the order hasn’t shipped yet:

We can usually update the address for you.

If the order has already shipped:

• We may not be able to change the delivery address.
• If the package is returned to us, we can reship it (additional shipping fees may apply).
• If the carrier delivers to the wrong address due to an address error, the package may not be recoverable.

The faster you contact us, the better.

What to do:

Try these steps first:

• Check your spam, junk, or promotions folder.
• Search your inbox for “TrendyPet's Zone” or your order number.
• Make sure you used the correct email address at checkout.
• Wait 5–10 minutes (sometimes emails are slightly delayed).

Still not seeing it?

Contact us with your full name, the email used at checkout, and the approximate time of purchase.

If your payment was successful, we can confirm your order and resend the confirmation details.

Shipping times vary depending on your location and the shipping method selected at checkout.

Typical delivery timeline:

• Processing & Shipping time: 1–5 business days
• Delivery time: 5–15 business days (depending on destination)

Once your order ships, you’ll receive a tracking email with delivery updates.

Please note:

• Delivery times may be longer during holidays or high-demand periods.

As soon as your order ships, we’ll send you a tracking confirmation email.

To track your order:

• Open the shipping confirmation email.
• Click the tracking link provided.
• View real-time delivery updates from the carrier.

You can also log into your account (if you created one) to check your order status.

If you haven’t received tracking information, please contact us with your order number and we’ll be happy to help.

Here’s why:

Tracking updates can sometimes take 24–48 hours to appear after your order has shipped.

Common reasons for delays:

• The carrier hasn’t scanned the package yet.
• The package is in transit between facilities.
• Weekend or holiday shipping delays.
• High shipping volume.

If your tracking hasn’t updated for more than 3–5 business days, please contact us with your order number and we’ll investigate with the carrier.

If your tracking shows “Delivered” but you haven’t received your package, please try the following:

• Check around your property (front door, back door, mailbox, garage, porch).
• Ask household members or neighbors.
• Check with your building’s front desk or leasing office (if applicable).
• Wait 24 hours — some carriers mark packages as delivered slightly early.

Still can’t find it?

• Contact us within 48 hours of the delivery update.
• Provide your order number and full shipping address.

We’ll review the situation and help investigate with the carrier.

Please note: Once a package is marked as delivered by the carrier, we may need to open a claim with the shipping provider. Resolution timelines depend on the carrier’s investigation process.

We accept returns within 30 days of delivery for eligible items.

To qualify for a return:

• The item must be unused and in its original condition.
• All original packaging must be included.
• Proof of purchase (order number or confirmation email) is required.

Non-returnable items may include:

• Final sale items.
• Gift cards.
• Used or damaged items (unless received damaged).

Please review our full return policy page for complete details before initiating a return.

To request a return:

• Contact us within 30 days of delivery.
• Include your order number and the item(s) you’d like to return.
• Briefly explain the reason for the return.

Once approved, we’ll provide return instructions and the next steps.

Please do not send items back without contacting us first, as unauthorized returns may not be processed.

Once we receive your returned item, here’s what to expect:

• Inspection: 1–3 business days.
• Refund method: Issued to your original payment method.
• Processing time: Most refunds appear within 5–10 business days, depending on your bank or payment provider.

You’ll receive an email confirmation once your refund has been processed.

If you haven’t received your refund after 10 business days, please contact your bank or payment provider first, then reach out to us if you still need assistance.

We’re sorry about that — we’ll make it right.

If your item arrived damaged:

• Contact us within 48 hours of delivery.
• Include your order number.
• Attach clear photos of:
  • The damaged item
  • The packaging
  • The shipping label (if visible)

Once reviewed, we will determine the best solution, which may include:

• Sending a replacement (if available), or
• Issuing a refund, depending on the situation.

Please do not discard the item or packaging until we provide further instructions.

To choose the right size:

• Measure your pet carefully (neck, chest, back length, etc., depending on the product).
• Compare your measurements with the size chart provided on the product page.
• If your pet is between sizes, we recommend choosing the larger size for a more comfortable fit.

Helpful tips:

• Use a soft measuring tape for accurate results.
• Measure your pet while standing, not sitting or lying down.
• Avoid guessing based on breed alone — sizing can vary.

If you’re unsure, contact us with your pet’s measurements and we’ll be happy to help you choose the best fit.

Product dimensions are listed directly on each product page.

To find them:

• Scroll down to the Product Description section.
• Check the Size Guide or Specifications area.
• Review the measurement chart (if applicable).

If dimensions are not listed or you need clarification, please contact us and we’ll be happy to provide the exact measurements.

Care instructions may vary depending on the product material.

General care tips:

• Check the product page for specific cleaning instructions.
• Many fabric items can be hand washed or machine washed on a gentle cycle.
• Use a mild detergent.
• Air dry to help maintain shape and durability.
• Avoid bleach or high heat unless specifically stated.

Proper care helps extend the life of your product and keeps it safe and comfortable for your pet.

If you’re unsure about cleaning instructions for a specific item, contact us with the product name and we’ll be happy to guide you.

To create an account:

• Click the Account or Sign Up icon at the top of the website.
• Select Create Account.
• Enter your name, email address, and create a password.
• Click Register or Create Account to complete the process.

Once your account is created, you’ll be able to:

• Track your orders
• View your order history
• Save your shipping information
• Manage your account details

You may receive a confirmation email to verify your account.

If you forgot your password:

• Go to the Login page.
• Click Forgot Password?
• Enter the email address associated with your account.
• Check your email for a password reset link.
• Follow the instructions to create a new password.

Not receiving the reset email?

• Check your spam or junk folder.
• Make sure you entered the correct email address.
• Contact us if you still need assistance.

To update your saved address:

• Log into your account.
• Go to Account Settings or Address Book.
• Edit your existing address or add a new one.
• Click Save Changes.

Please note: Updating your address in your account will not change the shipping address for orders that have already been placed.

If you need to update the address for a recent order, contact us as soon as possible with your order number.

We accept a variety of secure payment methods, including:

• Major credit and debit cards (Visa, Mastercard, American Express, etc.)
• Shop Pay
• Apple Pay
• Google Pay
• PayPal

All payments are processed securely through encrypted checkout systems to protect your personal and financial information.

If you experience issues with a payment method, please try an alternative option or contact your bank or payment provider for assistance.

A payment may be declined for several reasons, including:

• Incorrect card number, expiration date, or CVV code.
• Insufficient funds.
• Bank security or fraud-prevention restrictions.
• Billing address does not match your bank’s records.
• International transaction restrictions.

If your payment is declined:

• Double-check your card details and try again.
• Confirm your billing address matches your bank’s records exactly.
• Contact your bank to ensure the transaction is approved.
• Try a different payment method if available.

If you’re still having trouble, please contact us and we’ll be happy to assist you.

You are charged at the time your order is placed and successfully processed.

After payment is completed:

• You’ll receive an order confirmation email.
• The charge will appear on your statement under our store name.

If your order is canceled or refunded, the amount will be returned to your original payment method according to our standard refund processing times.

If you notice a pending charge that later disappears, this is typically a temporary authorization from your bank and not a completed charge.

Promo codes allow you to receive a discount on eligible products during checkout.

To use a promo code:

• Add your items to your cart.
• Proceed to checkout.
• Enter your promo code in the Discount Code box.
• Click Apply.

The discount will be reflected in your order total before payment.

Please note:

• Promo codes may have expiration dates.
• Some codes apply only to specific products or categories.
• Certain promotions may require a minimum purchase amount.

If your code is valid and eligible, the discount will be applied automatically.