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FAQs

Where is NaturPets located?

NaturPets is located in Halifax Nova Scotia Canada.

Our warehouse is located in Guangdong, China.

 

How can I contact NaturPets?

Through our Contact Us Form or through email: support@naturpets.com

 

How much is the shipping fee?

We pay Shipping, that means there is no shipping fee on any products in our store.

 

Where do you ship?

We ship worldwide and the shipping cost is covered by us. 

 

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

 

When will my order arrive?

Once you place your order, please allow 3-5 business days to process your orders. After that, it will take 10-20 business days for delivery in the United States, and 15-30 business days for international orders (depending on location).

 

Can I cancel my order once it is placed?

As soon as you place your order, we immediately process it in our inventory so unfortunately, you cannot cancel placed orders. Be sure that you are 110% sure about purchasing the product before proceeding to checkout.

 

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

 

Will shipping be covered for my returns?

If the item was purchased under a promotional offer with NaturPets paying for shipping, the cost of shipping will be the purchaser's responsibility. 

 

Where are return items sent to?

Once you have contacted our customer service team and have had you return request approved please send your items to :

P.O Box 25095 Clayton Park Po Halifax, NS B3M4H4

 

What if the item(s) I received is defective/incorrect/damaged?

Please contact us within 10 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

 

How long is the returns process?

Processing returns may take up to 5 business days from the day we receive your return. We will email you to confirm once your return has been processed.

 

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-7 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

 

Can I add a discount after purchasing?

Unfornately due to our payment providers we will not be able to refund the discount difference AFTER the order is processed. If the discount is added prior to order processing this will not change the discount value. 

 

If you have more questions that are not in this FAQ, feel free to send us an e-mail HERE.