Frequently Asked Questions

Frequently Asked Questions

🚚 Shipping

Where do you ship?
We ship to the USA, Canada, Australia, New Zealand, Spain, France, Netherlands, Portugal, Denmark, Czechia, Lithuania, Latvia, Estonia and Cyprus.

How long does shipping take?
Orders are processed within 1–3 business days. Estimated delivery times: USA & Canada: 7–30 business days (depending on the product) | Europe: 8–20 business days | Australia & New Zealand: 10–20 business days. Delivery times are estimates and may vary due to carrier or customs delays.

How much does shipping cost?
It depends on your country and the products in your order. The exact shipping cost is always shown at checkout before you pay. See our Shipping Policy for full details.

Will I pay taxes or customs fees?
For EU countries and Canada, prices already include taxes and import duties, so you won't pay anything extra on delivery. For other countries, any local import taxes or duties are the customer's responsibility.

Can I track my order?
Yes! Once your order ships, you'll receive a tracking number by email.

📦 Orders

Can I change or cancel my order?
We process orders quickly. Please contact us as soon as possible at support@mascotitas.shop and we'll do our best to help.

What if my order arrives damaged or incorrect?
Contact us at support@mascotitas.shop with your order number and photos of the item. You won't need to return anything — we'll send a replacement or issue a full refund.

↩️ Returns & Refunds

What is your return policy?
You can return any item within 14 days of receiving it, without giving a reason. Please return items complete and, where possible, in their original packaging. For health and hygiene reasons, the following cannot be returned: sealed hygiene items (such as grooming or dental care products) that have been unsealed after delivery, opened pet food or treats, and personalized items.

How do I start a return?
Email us at support@mascotitas.shop with your order number and a statement that you wish to return the item(s). We'll reply within 1–2 business days with the return address. Return shipping costs are paid by the customer. If the item is defective, damaged or incorrect, no return is needed — just send us photos.

How long does a refund take?
We refund the full amount paid, including the original standard delivery cost, no later than 14 days after you tell us you want to return the item. We may wait until we receive the item back or proof that you've sent it. Refunds go to your original payment method. See our Refund Policy for full details.

Do you offer exchanges?
We don't offer direct exchanges. Simply return your item for a refund and place a new order.

🐾 Products

Do you restock sold-out items?
Many products are restocked. Contact us at support@mascotitas.shop and we'll let you know if an item is coming back.

📬 Contact

How can I reach your support team?
Email us at support@mascotitas.shop or visit our Contact page. We typically respond within 24 hours.