Frequently Asked Questions

A: We are a group of pet owners that is based in United States, Japan, Korea, United Kingdom, Germany, and Singapore. We are pets owners that are living in different parts of the world - facing different set of challenges, however we share one thing in common - the challenge of finding high-quality products that are suitable for our our little ones.

Combining our vast experiences and cultural differences, we bring together high quality products that are individually sourced, rigorously tested on our own pets - of course no animals are harmed ;)

As pet owners, we understand the importance of great quality products for our furry friends and will not send anything that we are not proud of. 

Our little ones only deserves the very best.  

Upon placing your order, please allow 1-2 business days - this may take up to 3 business days for personalized items. Once your order has been shipped, you will receive a tracking number where you can track the status of your order.

You can select your preferred payment method at checkout.

• We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal. 

Note that additional exchange fee may apply if your currency is other than US dollars.

Shipping destinations:

• We ship both locally and worldwide.

Processing time:

• Processing time (i.e. engraving and backend processing of order) typically takes up to 3 business days.

Shipping time:

• Pets Tavern's warehouse are located around the world, shipping for US orders usually takes 5-7 business days.
• Canadian & other International Orders takes 5-9 business days. 
• Courier shipping (e.g. FEDEX, UPS, DHL) are available options, these costs would borne by customers. Customers that wish to use courier services, please select the appropriate shipping option at check-out.  
• Shipping time might vary depending on location, shipment method and market circumstances that impacts the supply chain (e.g. COVID-19, SARS, H1N1).

Shipping cost:

• Orders over US$ 99.99 will have free shipping (not applicable for courier services).
• Orders under US$ 100 will be charged for shipping.

Your 100% satisfaction is important for us.  

• If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
• We have a 7-days Refund Policy, the day count starts on the day that the item was received by the customer.
• To be eligible for a refund, goods must be unopened, unused, with tags, in original packaging and accompanied by proof of purchase.
• To initiate a refund case, please email info@petstavern.com with the subject 'Refund' and include your order number, name, reason for the return, and pictures of any damages or defect.
• Pets Tavern's staff will provide the customer with instructions where to send goods. Customers are strongly recommended to get proof of postage when returning goods to avoid packages being lost in transit. 
• Customers shall be responsible for all related expenses associated with delivering the items back to Pets Tavern (i.e. shipping costs and any associated expenses). In additional, customers that enjoyed FREE shipping will be strictly non-refundable (i.e. such shipping cost that was previously incurred by Pets Tavern shall be offset from the total refunded amount). 
  
• When item is received and inspected, customer will receive a confirmation email from a member of Pet Tavern's team, notifying the investigation outcome and status of the refund. If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method.
• Refund process takes time, given the multiple intermediaries involved (bank, credit card company, Pets Tavern, investigation team, business partners). In the event of any delay in the crediting of monies, please check the bank/credit card company. If there are any delays, please check with the bank and credit card company. If 45 days has elapsed since our notification, please contact us at info@petstavern.com where we will be happy to assist to investigate the situation further. 
  

Exceptions and exclusions from refund policy

• Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), gift cards, vouchers, items that are on sale, and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.  
  

• Items sent back to Pet Tavern without prior initiation of a refund case, will be outrightly rejected.