FAQs

Order Status

Q. Where can I check my order status?
A. You can check your order status on the My Page section of our site. Please sign up with your email to receive shipping and delivery notifications.

Order Confirmation Email

Q. I haven't received my order confirmation email yet.
A. If you haven't received a confirmation email, please check the following:

You may not have registered as a member, or your email address may not have been saved correctly.
There may be an error in your email address. Please double-check the address you registered, including the domain name (the part after the @ sign).
Your email may have been marked as spam, or your device/email settings may be blocking messages from unrecognized domains.
If none of the above resolves the issue, please email us at info@pethroomofficial.com and we'll be happy to check on your order for you.

Changing Your Shipping Address

Q. I'd like to change my shipping address.
A. Due to our system settings, you cannot directly change your shipping address or cancel your order from your account once it is placed.

However, if your order has not yet begun fulfillment or shipped, please contact our customer support team immediately. Our team will be happy to assist you with updating your address or canceling the order.

Please note that once a shipping label has been printed or the package has dispatched, we are unable to change the address or process an immediate cancellation. In such cases, standard return procedures will apply after delivery, and round-trip shipping fees will be the customer's responsibility. Please double-check your shipping details before completing your order.

Payment

Q. What payment methods are available?
A. We accept the following payment methods:

PayPal
Eximbay

Shipping Costs

Q. How much does shipping cost?
A. Standard shipping is a flat rate of $6.95, with free shipping on orders over $45. Additional fees may apply depending on product size and quantity. We are currently unable to ship to Alaska, Hawaii, Puerto Rico, Guam, and the U.S. Virgin Islands.

Q. When will my order ship?
A. Orders typically ship within 1–2 business days of purchase confirmation. You'll receive a shipping confirmation email with a tracking number once your order ships.

Delivery Time

Q. How long does delivery take after shipping?
A. Once shipped, orders typically arrive within 3–5 business days across the continental United States. Delivery estimates are not guaranteed and may vary due to carrier delays, weather, or high-volume periods (holidays, promotions).

Returns, Exchanges & Cancellations

Q. I received a defective item.
A. We're very sorry for the inconvenience. Please contact our customer support team so we can assist you. We'll review photos of the affected item before proceeding.

Exchanges for defective items are accepted within 30 days of delivery, regardless of whether the item has been used. *Please note that if the same item is no longer available for exchange, a refund will be issued instead.
For defective or missing items, please attach photos of all items received. *Defects that cannot be confirmed via photo may not be eligible for exchange or refund.
Refunds or exchanges cannot be provided for requests made more than 30 days after the order date.

Q. I'd like to return or exchange an item.
A. Once an order has shipped, we're unable to accept cancellations, refunds, or exchanges based on personal preference (change of mind). Thank you for your understanding. Please refer to our Return Policy for more details.

Q. Can my order be automatically cancelled?
A. Yes, automatic cancellation may occur due to an incorrect shipping address, non-payment, or insufficient stock. You can check your order status by providing your order number in our support chat.

Q. I'd like to cancel my order.
A. If you'd like to cancel your order before it ships, please contact customer support before 9:00 AM.

*Please note that cancellation requests may not be accepted once the order has been confirmed.

The following cases cannot be processed for cancellation. Thank you for your understanding:

If your order is already in transit or has been shipped
Orders are processed daily between 9:00–10:30 AM, and cancellations cannot be made during this window

Coupons

Q. I forgot to apply my coupon.
A. We're sorry, but coupons cannot be applied once an order has been confirmed and is being processed. Please use the coupon on your next purchase.

Q. Do coupons have an expiration date?
A. Coupons are generally valid for one month from the date they are issued. *Expiration periods may vary by coupon, so please check the expiration date before use.

Q. How do I use a coupon?
A. After logging in, you can view your available coupons on the My Page section. Please copy and enter the coupon code before checking out.

Coupons cannot be applied after an order is placed, so please make sure the code is applied before completing checkout.

*Some promotional items may not be eligible for coupon use.

Promotions

Q. I'd like to know about special discounts or promotions.
A. Sign up for our newsletter at registration to receive exclusive coupons and special offers.