FAQ
Have a question? You'll most likely find the answer below. If not, our team is always happy to help — just reach out at info@superpetme.com.
Orders & Shipping
How soon will my order be processed?
We process most orders within 1–3 business days. Once your order ships, you'll receive a confirmation email with your tracking details.
How long does delivery take?
Delivery usually takes 7–14 business days, depending on your location and the product ordered. You'll be able to follow your package every step of the way using the tracking link in your shipping confirmation email.
Where do you ship?
We ship across the United States and to many international destinations. If you're unsure whether we deliver to your area, send us a message and we'll confirm.
How do I track my order?
As soon as your order ships, we'll email you a tracking number and link so you can check the status of your delivery at any time. If you haven't received tracking within a few days of ordering, please contact us.
Can I change or cancel my order?
We move quickly to get orders out the door, so please contact us within 12 hours of placing your order if you need to make a change or cancel. After that, your order may already be in processing and we may not be able to adjust it.
Will I have to pay customs or import fees?
For international orders, customs duties or import taxes may be charged by your local authorities. These fees are outside our control and are the responsibility of the customer.
Returns & Refunds
What is your return policy?
We accept returns within 14 days of delivery. Items must be unused, in their original condition, and in their original packaging. Some items may not be eligible for return for hygiene reasons — this will be noted on the product page.
How do I start a return?
Email us at info@superpetme.com with your order number and the reason for your return, and we'll guide you through the next steps.
My item arrived damaged or incorrect. What do I do?
We're sorry if something arrived in less than perfect condition. Please contact us within 7 days of delivery with your order number and a photo of the issue, and we'll arrange a replacement or refund right away.
When will I receive my refund?
Once we receive and inspect your return, we'll process your refund to your original payment method. Refunds typically appear within 5–10 business days, depending on your bank or card provider.
Payment & Billing
What payment methods do you accept?
We accept all major credit and debit cards, along with popular digital wallets such as Apple Pay and Google Pay. Available options are shown at checkout.
Is it safe to use my card on your site?
Yes. Our checkout is encrypted and secure, and your payment is processed through a trusted payment provider. We never see or store your full card details.
What currency are your prices in?
All prices are listed in US Dollars (USD) unless stated otherwise.
Products & Care
How do I choose the right size or product for my pet?
Each product page includes detailed descriptions and, where relevant, sizing information to help you pick the best fit. If you're still unsure, message us and we'll happily point you in the right direction.
Are your products safe for my pet?
We carefully select the products we carry, but every animal is different. Please read product descriptions closely and supervise your pet when introducing anything new. If your pet has specific health needs, we recommend checking with your veterinarian first.
Still Need Help?
We're here for you and your pets. Reach our team any time:
Email: info@superpetme.com
Phone: +44 7848 179114
Address: Dephna House, 7 Coronation Road, London NW10 7PQ, United Kingdom