Privacy policy

Last updated: [2026/03/13]

Thank you for shopping with PetParadise Hub. We want you and your pet to have the best experience possible. Please review our refund policy carefully before placing an order.

Order Processing

All orders are processed within 1–3 business days after payment confirmation.

Orders may only be cancelled before they are processed. Once an order has entered the processing stage, cancellations are no longer possible.

Exchanges

At this time, we do not offer exchanges.
If you experience an issue with your order, please contact our support team and we will review the case and provide an appropriate solution when applicable.

Refund Processing

If a refund request is approved, refunds are typically processed within 1–7 business days after review. The time it takes for the funds to appear in your account may vary depending on your payment provider.

Damaged Items

If your order arrives damaged, please contact us within 30 days of delivery.

To help us resolve the issue quickly, please include:

• Your order number
• Clear photos or videos showing the damaged item
• A short description of the problem

After verification, we may offer one of the following:

• A replacement item
• A partial refund
• A full refund

Minor cosmetic issues such as small scratches, slight wrinkles, or packaging damage may not qualify for a full refund.

Incorrect or Missing Items

If you receive an incorrect item or if an item is missing from your order, please contact us within 30 days of delivery and provide:

• Your order number
• A photo of the item received
• A description of the issue

Once verified, we will determine the appropriate resolution.

Orders Marked as Delivered

If tracking information shows that the package has been successfully delivered, we may not be able to offer a refund or replacement.

In some situations, customers may be asked to provide confirmation from their local postal service stating that the package was not received.

Delivery Issues

We are not responsible for delivery issues caused by:

• Incorrect or incomplete shipping addresses
• Failed delivery attempts
• Packages not collected from pickup locations
• Refused deliveries

Please make sure your shipping details are correct before placing your order.

Delayed Orders

Shipping times may vary depending on location and logistics conditions. If your order experiences an unusual delay beyond normal delivery timeframes, please contact us and we will review the situation.

Returns

In certain cases, we may request that an item be returned before a refund or replacement is issued.

If a return is required:

• The item must be returned within 30 days of delivery
• The item must be unused and in its original condition
• Customers may be responsible for return shipping costs

Due to international shipping logistics, return shipments may take several weeks to arrive.

Non-Refundable Situations

Refunds or replacements may not be provided in the following situations:

• The wrong product or variant was ordered by the customer
• The customer no longer wants the item
• The shipping address provided was incorrect
• The package was refused or not collected
• Minor product differences that do not affect functionality