Frequently Asked Questions
Frequently Asked Questions
🚚 Shipping
How long does shipping take?
Orders are processed within 1–3 business days. Delivery times: US: 7–15 business days | Canada, UK, Australia, New Zealand: 10–20 business days | Mexico: 10–20 business days (select products).
How much does shipping cost?
Standard shipping is $8.99 USD for orders under $50. Orders of $50 or more qualify for free shipping.
Can I track my order?
Yes! Once your order ships, you'll receive a tracking number by email.
Do you ship internationally?
We ship to the US, Canada, UK, Australia, New Zealand, and Mexico (select products). Please note that customs fees and taxes are the customer's responsibility.
📦 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 within 10 days of delivery with your order number and photos of the item. We'll send a replacement or issue a full refund.
↩️ Returns & Refunds
What is your return policy?
We accept returns within 10 days of receipt. Items must be in original condition, unused, with original packaging and tags. The following items are non-returnable: opened pet food, used pet hygiene products, personalized items, sale items, and gift cards.
How do I start a return?
Email us at support@mascotitas.shop with your order number, photos, and reason for return. Return shipping costs are the customer's responsibility unless the item is defective, damaged, or incorrect.
How long does a refund take?
Refunds are processed within 5–10 business days to your original payment method once we receive and inspect the item.
Do you offer exchanges?
We don't offer direct exchanges. Simply return your item for a refund and place a new order.
🐾 Products
Are your products safe for pets?
Yes — every product is carefully selected with your pet's safety and wellbeing in mind.
Do you restock sold-out items?
Most products are regularly restocked. Contact us at support@mascotitas.shop and we'll let you know when it's back.
📬 Contact
How can I reach your support team?
Email us at support@mascotitas.shop or visit our Contact page. We typically respond within 24–48 hours.