FAQs

How can I contact Petzy Plaza?

You can email us at info@petzyplaza.com, and our customer service team will be happy to assist you with anything you need!

Do you ship worldwide?

Yes.

Where do you ship from?

We ship from Hong Kong.

Can I modify or cancel my order?

Because we want to process orders as quickly as possible, you must request modifications/cancellations within 12 hours of placing the order. Any requests after this time will be declined. You can return your order for a full refund once it has been received.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX), Apple Pay, Google Pay, and Shop Pay.

When will my order be processed?

All orders are handled and shipped from our warehouse. Please allow extra processing time during holidays and sale periods. We process orders between Monday and Friday. Orders are processed within 1-3 business days after the order date and shipped the day after processing. Please note that we do not ship on weekends.

How long will it take to receive my order?

Due to high demand, it may take 2-4 weeks for orders to arrive.

What if I don't receive my order?

If you don't receive your order within 30 days of shipping, you are eligible for a full refund.

Are customs and tax fees charged?

The prices displayed on our site are tax-free in USD, CAD, and GBP, which means you may be liable to pay import duties and taxes once your order arrives. Import taxes, duties, and related customs fees may be charged when your order reaches its final destination, which are determined by your local customs office. Payment of these fees and taxes is your responsibility and is not covered by us. We are not responsible for delays caused by customs in your country. For more information on fees, you can contact your local customs office.

How do I return an item?

Please contact us at info@petzyplaza.com.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us if you received merchandise that is incorrect, missing, and/or defective. Provide your order number, photos of the item(s), and any related references when you received your package. We will do our best to resolve your issue as quickly as possible.

When will I receive my refund?

All refunds are credited to your original payment method. If you paid with a credit card or debit card, refunds will be sent to the card issuer's bank within 7-10 business days after receiving the returned item or cancellation. Please contact the card-issuing bank if you have questions about when the credit will appear on your account. If you have not yet received a credit for your return, you can do the following: Contact your bank/credit card company. It may take some time for the refund to appear on your account.