Frequently Asked Questions (FAQ)
| Category | Question | Suggested Answer |
|---|---|---|
| Products & Safety | How do you ensure product sourcing and safety? | Safety is our top priority. We prioritize products from manufacturers with recognized international certifications (e.g., FDA, AAFCO, ISO) or brands that maintain a fully transparent supply chain. Necessary sanitary and quarantine documents are required for imports, and we strive to present key information transparently on product pages. |
| My pet has special needs (allergies, prescription diet). Can I get advice? | Yes, but please consult your vet first. We provide detailed ingredient lists for your review. For serious food allergies or medical conditions, we strongly advise consulting your veterinarian initially. We can help filter suitable options based on your vet's advice, but we cannot replace professional diagnosis or prescribe diets. | |
| Orders & Service | How can I check my order status and track shipping? | Orders are processed and shipped within 24 hours of confirmation. Once shipped, you will receive an SMS or email with a tracking link. You can also monitor the real-time status in your "My Orders" section. |
| What if my pet doesn't like the product or has a reaction? | Due to the special nature of pet products, opened food items are generally not returnable for hygiene and safety reasons. However, if there is a quality issue with the product itself (e.g., damaged packaging, spoilage), please contact our customer service within 48 hours of delivery with evidence, and we will resolve it promptly. | |
| Pet Care Support | Can you recommend products for my specific pet? | We're happy to offer suggestions! Please inform us of your pet's breed, age, weight, health status, and specific needs. Our team will filter reference options based on product information. The final choice should be made considering your pet's actual response. |
| Do you offer trial or small-size packs? | We understand finding the right product takes time. For some food brands, we offer official trial packs or small-size packages. You can find these in the product options or a “Trial Zone” to let your pet try before committing to a full size. |