Frequently Asked Questions
Hello Pet Parents!
Below are some common questions. To provide you with the best customer experience, we highly encourage your feedback.
For any after-sales inquiries, please include the Model and PN Code for a quicker response. The model number can be found on the product or packaging, while the PN code is located in the battery compartment (for some feeder models) or on the product packaging.
Q: Where is your company located?
Our office is located at:RM03, 24/F, HO KING COMM CTR, 2-16 FAYUEN ST, MONG KOK, HONG KONG.
Q: Where do you ship from?
Our warehouse is currently located in City of Industry, CA, USA, and we will be adding more warehouse locations in the future.
Q: How long will it take for my item to arrive?
Our order processing time is 0–3 business days, and the shipping time is 5–8 business days. Therefore, you can expect to receive your package within 5–11 business days.
During peak periods such as holidays, Black Friday, and Cyber Monday, it may take up to 5 business days for items to be shipped.
Pre-orders are subject to the estimated delivery time displayed on the product page.
Q: Do you ship globally?
Our Petaura official website currently only supports shipping to the United States.
We are actively developing other regional markets, so feel free to subscribe to our newsletter for timely updates.
Q: What are the shipping costs?
Standard shipping to the contiguous U.S.:
- Free for orders of $75 and above
- $9.99 for orders between $35 and $74.99
- $5.99 for orders between $10.01 and $34.99
- $3.99 for orders between $0 and $10
Q: Where are your products manufactured?
Currently, our products are manufactured in China, with great care taken to select partners who share our values. This means prioritizing quality, worker safety, fair wages and benefits, and minimizing environmental impact.
Q: Will I receive a confirmation number when I place an order?
Yes, all customers receive an order number after placing an order. If you do not receive one within 24 hours, please contact us.
Q: Who can I contact if there is an issue with my order?
All inquiries can be directed through our Contact Us page.
Q: How can I pay?
We accept all major credit cards and PayPal.
Q: Is checkout on this website secure and safe?
You can be absolutely certain that all purchases here are safe and secure, as they are protected by SSL encryption to safeguard your data.
Q: If I enter my email address, will you sell my information?
We do not sell customer information. Emails are only used for follow-ups and sending our promotional newsletters and discount coupons.