FAQ
Welcome to Sweet Heart Pets! Here you'll find answers to our most common questions about shipping, returns, orders, and more.
Shipping & Delivery
Q: How long does shipping take?
A: Orders will be dispatched within 1 to 2 business days. Delivery within the United States of America via UPS or FedEx typically takes 3 to 5 business days.
Q: Is shipping free?
A: Yes! We offer free standard shipping on all orders within the United States of America with no minimum spend required.
Q: Do you ship internationally?
A: Currently, we only ship within the United States of America. For international inquiries, please contact us at info@sweetheartpet.com.
Q: How can I track my order?
A: Once your order has been shipped, you will receive a shipping confirmation email with your tracking number. You can also track your order via our Order Tracking page.
Q: Which carriers do you use?
A: We partner with UPS and FedEx to ensure safe and timely delivery of your packages.
Q: What if my package is lost?
A: If your package appears to be lost in transit, please contact us within 7 days of the expected delivery date. We will open an investigation with the shipping carrier and offer either a replacement or full refund if the package is confirmed lost.
Returns & Refunds
Q: What is your return policy?
A: You may request a return within 30 days of delivery. Items must be unused, unworn, and in original condition with tags and packaging.
Q: How do I start a return?
A: Email us at info@sweetheartpet.com with your order number, the item(s) you wish to return, and the reason for return. If your return is approved, we will provide return instructions.
Q: How long do refunds take?
A: Approved refunds are issued to your original payment method within 3 to 5 business days. Your bank may take additional time to process the refund.
Q: Who pays for return shipping?
A: If you are returning an item due to change of mind, you are responsible for return shipping costs. If the return is due to our error (damaged, defective, or incorrect item), we will cover return shipping.
Q: What items cannot be returned?
A: Final sale or clearance items (if marked as final sale) and gift cards are not eligible for return.
Orders & Payments
Q: Can I cancel or modify my order?
A: Please contact us within 2 hours of placing your order. After this time, the order may already be processed and changes may no longer be possible.
Q: What payment methods do you accept?
A: We accept Visa, Visa Electron, Mastercard, American Express, PayPal, Diners Club, Discover, JCB, and Maestro.
Q: Is my payment information secure?
A: Yes! All transactions are processed using SSL encryption and comply with PCI-DSS standards. We do not store your credit card details.
Q: What currency are prices in?
A: All prices are in United States Dollars (USD). Taxes are included in the product price.
Products
Q: Are your products safe for pets?
A: Absolutely! Safety is our top priority. We use pet-friendly materials free from harmful ingredients, and every product undergoes rigorous testing to ensure it is safe for cats and dogs.
Q: What sizes are available?
A: Most of our products come in Small and Large sizes. Small fits pets weighing 5 to 40 lbs (Yorkies, Cats, French Bulldogs, etc.), and Large fits pets weighing 40 to 200 lbs (German Shepherds, Bulldogs, etc.). Please check individual product pages for specific size guides.
Q: How do I care for my Sweet Heart Pets accessories?
A: Most of our accessories can be spot cleaned with a damp cloth. For detailed care instructions, please check the product description on each item's page.
Contact Us
Store Name: Sweet Heart Pets
Address: 3417 Tyler Ave, El Monte, CA 91731, USA
Email: info@sweetheartpet.com
Phone: +1 626-401-0988
Opening Hours: Pacific Daylight Time
Monday to Friday: 10:00 AM - 6:00 PM
Saturday: 10:00 AM - 6:30 PM
Sunday: 10:00 AM - 6:30 PM
Response Time: We respond within 24 hours