Frequently Asked Questions
Quick Answers for Pet Parents
🛒 Orders & Payments
Q: How do I track my order?
A: Once your order ships, you’ll receive a tracking number via email. Use it on the carrier’s website (e.g., DHL/FedEx) for real-time updates.
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, Amex), PayPal, and Apple Pay. All transactions are SSL-encrypted for security.
Q: Can I modify/cancel my order after payment?
A: Please contact us within 1 hour at piemoontimes@outlook.com. Once packaging begins, changes cannot be guaranteed.
🚚 Shipping & Delivery
Q: Where do you ship?
A: We currently only ship to the US. New countries added monthly – check our banner for updates!
Q: How long does delivery take?
A: Standard: 5-10 business days (varies by location)
Expedited: 2-5 business days (additional fee applies)
Q: Will I pay customs fees?
A: Duties/taxes are determined by your local laws. We declare all packages as “pet toys” with accurate values to avoid delays.
🔁 Returns & Refunds
Q: What’s your return policy?
A: Unopened/unused items can be returned within 30 days. Please email us first for authorization. Note: Buyer covers return shipping.
Q: My item arrived damaged. What now?
A: We’re sorry! Email photos of the damage to piemoontimes@outlook.com within 48 hours, and we’ll send a replacement or refund.
🐾 About Our Products
Q: Why don’t you sell pet food?
A: As fellow pet parents, we prioritize safety. Without food science expertise, we focus on what we can perfect: toys and accessories. Pro tip: Try homemade dried meats – our cats go wild for them!
Q: Are your toys safe for aggressive chewers?
A: These items are reinforced with non-toxic, durable materials (tested by our team’s Labrado).
Q: How often do new products launch?
A: Every Thursday! Subscribe to our newsletter for sneak peeks.
🎁 Memberships & Discounts
Q: How do I become a member?
A: Create an account at checkout! Members earn 5% rewards on every purchase and get birthday coupons.
Q: Can I stack discount codes?
A: Only one code per order, but we run “Double Discount Days” quarterly – follow us on Instagram @petmmoon for alerts!
Still have questions?
Our team of pet parents is here to help!
📧 Email: piemoontimes@outlook.com
⏰ Response time: <12 hours (Mon-Fri)