Contact - Mypets4ever

Frequently Asked Questions

We offer detailed information about the ordering process and answers to frequently asked questions about our products and services. Before reaching out, please review the FAQ section, as we unregularly update it to address your concerns as quickly as possible.

Ordering

Q

Do you offer installment payments?

A

Absolutely!
To provide you with a better shopping experience, we charge in two installments: 60% of the total order amount up front to cover materials and artist allocation, and the remaining 40% once the production is complete.
Q

How to Order?

A

1. Choose your preferred product, fill in your payment information, and check out in the shopping cart.
2. Payment is split into two installments: 60% as the down payment and the remaining balance after production is complete.
3. After paying the down payment, confirm the payment details via the popup that appears on the order details page.
4. Upload required photos (front, side, and back views) on the order details page and wait for an artisan to be assigned.
5. Your order will enter the production process.
6. Communicate during production via the order management page using the email and order number from your order. You’ll receive the order number by email after the down payment, and updates will also be sent via email.
7. Confirm the finished product and pay the remaining balance.
8. Delivery will take approximately 7-10 days.
9. Enjoy your customized gift!
Q

How can I check my order status?

A

Log in to our website to view your order status in real-time. Production updates are made daily. For inquiries, email [email protected]. You'll receive a tracking number by email once your order ships.
Q

How do I use my coupon code?

A

Enter your coupon code on the shopping cart page. Only one coupon per order is allowed.
Q

What kind of photos do I need to provide?

A

See our Photo Guide for details on photo quality, lighting, and framing. If your pet has passed away, provide any available photos, and we’ll ensure accuracy. We might confirm the design with you, so check your email or order interface. If there are issues with your photos, we’ll contact you up to three times before canceling your order and issuing a coupon for a restart.

Shipping

Q

Do you ship orders worldwide?

A

Yes, we ship internationally if we can. You can pay with a credit card、Stripe or PayPal. Note that you may need to pay duties and taxes upon delivery, which are not covered by us.
Q

Do you offer express shipping?

A

Yes, all orders are shipped via special courier.
Q

What shipping methods do you use?

A

We use a variety of express delivery including DHL, UPS, Fedex, etc.. A tracking link will be provided once your order ships.
Q

What is the shipping cost?

A

We offer free shipping worldwide.
Q

What does your packaging look like?

A

Our packaging consists of a double-layered box. The outer layer is kraft brown with our logo, while the inner layer is a white box containing raffia grass.
Q

I ordered multiple items. Will they be shipped together?

A

Products are shipped separately based on their manufacturing process. If you want them shipped together, please email us.
Q

Can I receive my order faster if I don’t live in the United States?

A

We provide global delivery services, but we are not sure whether delivery will be delayed or unable to be delivered due to other force majeure factors. If you are not in the United States, please contact us first to confirm.
Q

When should I place my order?

A

Place your order anytime, but if you need it by a specific date, contact us at least 6 weeks in advance. We’ll assess production and shipping to ensure timely delivery. If we can’t meet the deadline due to production issues, you can request a full refund and receive a 10% coupon for future orders.

Payment

Q

What payment methods do you accept?

A

We accept major credit cards (American Express, Discover, MasterCard, Visa),Stripe、 PayPal.
Q

When will my credit card be charged?

A

Your credit card is charged at the time of purchase.
Q

Do you store my credit card information?

A

No, we do not store payment information.
Q

Can I pay in installments?

A

Yes, you can pay in installments with a deposit and final payment, but each part must be paid in full.
Q

Do you offer bulk order discounts?

A

Discounts for different products are detailed at checkout. For multiple clones of the same pet or large orders, email [email protected] for potential discounts.

Modification

Q

What is the product modification process?

A

We update you daily during production. You can check the order management page for progress and suggest changes. We’ll make adjustments based on your feedback, usually without delaying production. For major changes, we'll confirm a new delivery date.If your product doesn’t fully capture your pet's charm, we offer one free modification. Send photos of your product and your pet within 30 days of receipt, and we’ll make adjustments with only one-way postage required.
Q

How do I start the product change process?

A

Email photos of the received item and your feedback to [email protected]. Include photos of your pet for reference. The modification usually takes 3-4 weeks.
Q

How can I ensure my pet looks more like the final product?

A

Provide clear feedback. We’ll post updated photos on the order management page for your approval during the process.
Q

Can I change some original order details?

A

Only minor adjustments can be made. Details like eye color, body position, and other set features cannot be changed.

Account Issues

Q

What if I forget my username and password?

A

Your username is your email address or the one linked to your Facebook account. If you forget your password, visit our login page and select "Forgot Password."
Q

What should I do if my address changes?

A

We'll confirm your shipping address before sending your order. To update your address, email us at [email protected] with your old and new addresses.
Q

What should I do if I have website issues?

A

Email us at [email protected] for assistance.

Refund&Return

Here is the Refund&Return Policy

Policy 01 What is the cancellation policy?

You can cancel your order before it goes into production and we'll issue a full refund. Once the order is scheduled, we will charge material and labor fees. If you have any questions, please contact [email protected].
Policy 02 What is the return policy?

If your pet toy doesn’t fully capture your pet’s charm, we offer free modifications. Contact us at [email protected] within 30 days with photos of your product and pet. If you prefer a refund instead, you can request it, and our customer service will handle the process.

Contact form

Company Infomation

Company	PETYI(HONGKONG)LIMITED
Address	RM2209, 22/F655 Nathan RD MONG KOK HONGKONG
Email	[email protected]