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Frequently Asked Questions (FAQ)
 
1. Can I buy things without being a registered member?
   
  No, you cannot. In order to provide better services to you via our web site, we require some necessary details about you. We do not sell, rent or otherwise pass on any of your details to other parties.
   
2. Can I change my personal information?
   
  Yes, you can change your personal information in the My Account page after login.
   
3. Can I change my e-mail address?
   
  No, you cannot. Unfortunately, our User ID is your registered e-mail address. It cannot be changed. Please register a new account if your e-mail address is obsolete.
   
4. I cannot find contact e-mail in your website. What should I do?
   
  Please go to Contact Us page and you can send email to us via Enquiry Form.
   
5. Can I send an attachment to your customer support?
   
  Yes, you can send it to our Customer Support directly.
   
6. If I would like to be your wholesaler, what should I do?
   
  You can register in our Wholesale Registration page. Please fill in the form and attach your business card. We will get back to you within 3 working days.
   
7. Do you have a printed catalogue for downloading?
   
  Yes, we will provide it to our wholesaler(s), importer(s) and distributor(s). Please send your request through the "contact us" page.
   
8. Do you have actual store?
   
  No, we are on-line boutique only. But we distribute our products globally. You might see our products in some pet chain stores and pet boutiques all over the world.
   
9. Where can I find the sizing guide?
   
  You can find the sizing guide right after each product.
   
10. I follow your sizing chart to measure my dog. Why it still doesn't fit?
   
  As dogs come with all different shapes and sizes, you have to find the right size before ordering. Please visit our sizing guide right after each product.
   
11. Which payment methods do you accept?
   
  We accept Paypal (Visa, MasterCard and American Express) and Telegraphic Transfer (TT). For the wholesalers' account transaction, we recommend TT.
   
12. Is it safe to pay by credit card online?
   
  Yes, it is safe. We have chosen a well-known 3rd party payment gateway – PayPal which provides a secure and reliable platform to process the transactions. All payment information is deal between you and PayPal. We do not know or save any credit card information in our server.
   
  However, you need to make sure your operating computer is not infected by any virus or Trojans. Although we provide a secured payment gateway, we cannot ensure whether your computer is virus or Trojans free. Please contact a professional computer consultant if you are unsure.
   
13. When will you charge my credit card?
   
  Credit card will be charged after finishing the whole process of Paypal. Confirmation letter will be sent to you by Paypal after finishing the payment.
   
14. Will there be any taxes / customs duties?
   
  The answer can be "Yes" or "No". We currently ship to over 150 countries around the world and many countries allow free trade over the internet and will not charge any customs duty for small parcel entering the country. Any import duties or taxes, which are levied by the authorities of your country once the product reaches your country, are at your cost. You may need to check with your local customs for further information.
   
15. Can I cancel my order and get back my money ?
   
  No, sorry. After finishing the payment by Paypal, we start to process your order. And we will try our best to send your requested items as soon as possible. We will not refund you as we are processing your order.
   
16. How long will it take to get my order?
   
  We usually dispatch your order within 48 hours after confirmation. You may receive it between 4 and 15 working days by Hong Kong Speedpost; 9 and 24 days by Hong Kong Post; 4 and 6 days by S.F. Express. It depends on the shipping method which you have chosen and the delivery service in the destination country.
   
  For wholesalers, we will double confirm your shipping method with delivery date by mail.
   
17. What if my order is not arrived after 15 working days by Hong Kong Speedpost?
   
  You can check the parcel delivery status via the website of your chose delivery service provider by entering your tracking number. You can find those information in My Account page under Order Status. If you still have any query, please send your request with the order number through the Contact Us page.
   
18. How can I track my order?
   
  You can check the parcel delivery status via the website of your chosen delivery service provider by entering your tracking number. You can find those information in My Account page under Order Status.
   
19. Where are the goods shipped from?
   
  Goods are shipped from our headquarter located in Hong Kong.
   
20. Do you ship order anywhere in the world?
   
  Yes, we can ship to everywhere in the world that has regular postal services.
   
21. Do you ship to PO Box / APO* / FPO*?
   
  Yes, we can ship to PO Box or military address but we do not recommend. Those addresses can be only shipped by non-registered post which cannot be tracked. Please be noted that you are accepting all liabilities for non-delivery if you choose to ship to those addresses.
  *APO, which stands for Army Post Office
  *FPO, which stands for Fleet Post Office
   
22. May I have my order express shipped?
   
  We offer 3 different shipping methods,
  1. Express by Hong Kong Speedpost,
  2. Normal air parcel by Hong Kong Post and
  3. Express by S.F. Express.
    They offer different prices and different delivery time. You can choose the shipping method by yourself when you checkout.
   
23. What if my order cannot be delivered?
   
  If we can't deliver your package for some reasons (e.g. refused, on one here, etc.), we will try to call you or send e-mail to you. If we can't contact you, this order will be canceled. Charges will not be refunded.
   
  If you would like to get your package again after canceling the order, you have to pay both return and delivery charges. Please check your shipping address carefully when you order from us.
   
24. Shall I return or exchange goods if it is originally damaged?Or not as good as we have stated?
   
  You can return goods to us within 15 days of receiving your order, we will exchange items to you. Please note that the goods will not be accepted for exchange or return after 15 days and will be shipped back to you. Please send damaged item with original packaging and contact us before returning. We will not accept any return goods without our prior confirmation.
   
25. Where to return ?
   
  The address for returns and exchanges is as follows:
   
  The Petsland International Co. Ltd.
  Attn: Returns and Exchanges
  Unit A, 17/F, Roxy Industrial Centre,
  58-66 Tai Lin Pai Road,
  Kwai Chung,
  Hong Kong
   
  Only returns sent to this address will be honored. Please send the returned items together with a copy of packaging slip or your e-mail receipt. We will follow up and contact you once we got the returned items.
   
26. Can I return or exchange the good(s) after used?
   
  No, we only accept item(s) which is(are) unused and in original packaging for return and exchange. Used and damaged items will not be accepted.
   
27. I have exchanged once.? Do you accept exchange twice?
   
  No, we only accept exchange once only.
   
28. What is your policy on custom orders?
   
  We do not accept return and exchange custom or engraved items. Please make sure the size of dog and double-check your spelling and design.
   
29. Can I get back my money if I return goods to you ?
   
  No, we do not offer cash refund. We'll exchange if the product is damaged or not as good as we have stated.
   
30. May I be your designer ? What should I do?
   
  We are looking for potential designers of dog clothing, dog collars, dog carriers, dog beds or other pet care products with quality design. Please send your resume together with some relevant designs to us.? We will keep strictly confidential and will not publish in any commercial activities before the agreement of the applicant. Please note that any information sent to us will not be returned.