FREQUENTLY ASKED QUESTIONS
1. SHIPPING & PROCESSING
Q1. How long will it take to process and receive my order?
Standard: Processed and packed within 1–3 business days . Shipping usually
takes 7–12 business days.
Customized / Personalized Pet Items: Require 3–5 business days for design rendering and direct printing.
Total delivery time is approximately 10–15 business days.
Q2. Do you ship internationally? What about customs duties?
Yes! We offer worldwide shipping to North America, Europe, Australia, and select Asian countries. Standard shipping charges
are calculated at checkout. Please note that customs duties, VAT, or regional import taxes (if applicable) are determined by
your local customs authority and are the recipient's responsibility.
Q3. How can I track my shipment?
Once your order leaves our warehouse, an automated shipping confirmation email with a live tracking link will be sent to your inbox. You can also monitor your delivery anytime on our Order Tracking page.
2. PRODUCT & USAGE DETAILS 🐱🐶
Q1. What are the photo requirements for Customized Pet Gifts?
To guarantee the crispest print quality:
Upload high-resolution original photos (min. 1000x1000 pixels, JPG/PNG format).
Ensure good lighting with your pet's face clearly visible and uncluttered.
Avoid using heavily filtered or blurry screenshots.
Q2. How often should I replace the water fountain filters?
To ensure optimal water cleanliness and protect your pet's urinary health:
Single-Pet Household: Replace the filter every 2–4 weeks .
Multi-Pet Household: Replace every 1–2 weeks .
Tip: Soaking new filter cartridges in clean water for 5 minutes before first use is recommended.
Q3. Are your smart feeding products backed by a warranty?
Yes, all electronic smart feeders and automatic fountains come with a 1-Year Limited Manufacturer Warranty covering
electrical defects and power issues.
Pre-filled standard content tailored for Smart Pet Accessories, Fountain Filters & Customized Gifts
3. ORDERS, RETURNS & REFUNDS
Q1. Can I modify or cancel my order?
For standard items, modifications or cancellations are accepted within 12 hours of order placement by contacting customer
support. For personalized items, cancellations are only accepted prior to design production (within 12 hours).
Q2. What is your return & refund policy?
Standard Products & Accessories: We offer a 30-day return policy. Items must be unopened, unused, and in original packaging.
Customized Products: Due to their personalized nature, custom photo items cannot be returned unless damaged during
transit or defective.
Q3. What if I receive a broken or damaged item?
We inspect every item prior to shipping. If your package arrives damaged, please email us within 48 hours of delivery with your order number and photo/video proof. We will send a free replacement or issue a full refund immediately.
Still Have Questions?
Our dedicated Pet Care Support Team is ready to help!
Email us at hello@ebuygifts.com (Response time: within 24 hours on business days).