Frequently Asked Questions

Have a question about your order, delivery, or one of our pet products? You’ll most likely find the answer below.

If you still need help, the SuperPetMe Customer Care Team is always happy to assist you. Simply contact us at info@superpetme.com.

Orders & Shipping

How soon will my order be processed?

Most SuperPetMe orders are processed within 1–2 business days.

As soon as your order ships, you’ll receive a shipping confirmation email containing your tracking information so you can follow your package.

How long does delivery take?

Delivery times depend on your location and the product ordered.

Most orders are delivered within approximately 7–14 business days after processing.

Once your order has shipped, you’ll receive a tracking link so you can follow its journey directly to your door.

Where does SuperPetMe ship?

We ship throughout the United States and to many international destinations.

Available shipping options and delivery details will be shown during checkout based on your location.

If you're unsure whether we can deliver to your area, contact us at info@superpetme.com and our team will be happy to help.

How can I track my order?

Once your order has been shipped, we’ll send you an email containing your tracking number and tracking link.

You can use this link at any time to check the latest delivery updates.

If you haven’t received your tracking information after your order has been processed, please contact our support team.

Can I change or cancel my order?

We begin processing orders quickly to help get your pet’s goodies on the way as soon as possible.

If you need to change or cancel your order, please contact us within 12 hours of placing it.

After this time, your order may already be processing or preparing for shipment, and changes may no longer be possible.

Will I have to pay customs or import fees?

International orders may occasionally be subject to customs duties, taxes, or import charges depending on the destination country.

These charges are determined by local customs authorities and are outside the control of SuperPetMe.

Any applicable customs or import fees are the responsibility of the customer.

Returns & Refunds

What is the SuperPetMe return policy?

Your satisfaction matters to us.

We accept eligible returns within 14 days of delivery, provided the product is unused, in its original condition, and returned with its original packaging.

Certain products may have additional return restrictions for hygiene or safety reasons. If this applies, it will be clearly stated on the product page.

How do I start a return?

Starting a return is simple.

Email us at info@superpetme.com and include:

• Your order number

• The item you would like to return

• The reason for your return

Our Customer Care Team will provide you with the next steps and return instructions.

Please do not send products back without contacting us first.

My item arrived damaged, defective, or incorrect. What should I do?

We want every SuperPetMe order to arrive in perfect condition.

If your product arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery.

Please include your order number along with clear photos or a short video showing the issue.

Our team will review the situation and arrange an appropriate replacement or refund as quickly as possible.

When will I receive my refund?

Once your returned item has been received and inspected, approved refunds will be issued to your original payment method.

Depending on your bank or payment provider, it may take approximately 5–10 business days for the refund to appear on your statement.

Payment & Billing

What payment methods does SuperPetMe accept?

We accept major credit and debit cards as well as supported digital payment methods.

Depending on your country and device, available payment options may include:

• Visa

• Mastercard

• American Express

• PayPal

• Apple Pay

• Google Pay

The payment methods available to you will be displayed securely during checkout.

Is it safe to shop on SuperPetMe?

Yes.

SuperPetMe uses a secure encrypted checkout to protect your payment and personal information.

Payments are processed through trusted payment providers, and SuperPetMe does not store your complete credit or debit card details.

What currency are prices displayed in?

Prices may be displayed based on your selected market or location.

The final currency and total amount for your order will always be clearly shown before you complete checkout.

Products & Pet Safety

How do I choose the right SuperPetMe product for my pet?

Each product page includes detailed information about the product, including features, dimensions, recommended usage, and sizing information when applicable.

Because every pet is different, we recommend reviewing the product details carefully before ordering.

If you're unsure which option is right for your pet, contact our team at info@superpetme.com and we’ll be happy to help.

Are SuperPetMe products safe for pets?

We carefully select products designed for pets, but every animal has different habits, sizes, and play styles.

We recommend supervising your pet when introducing a new toy or accessory and regularly checking products for signs of excessive wear or damage.

No pet toy should be considered completely indestructible.

If your pet has a medical condition, unusual chewing behaviour, or specific health requirements, we recommend speaking with your veterinarian before introducing a new product.

What should I do if my pet damages a toy?

Pet toys can naturally wear over time, particularly with enthusiastic chewers.

Inspect toys regularly and discontinue use if you notice significant damage, loose parts, or anything that could create a safety concern.

Always choose products appropriate for your pet’s size and behaviour.

Still Need Help?

We’re here to help you and your pets.

Email: info@superpetme.com
Phone: +44 7848 179114
Address: Dephna House, 7 Coronation Road, London NW10 7PQ, United Kingdom

Our Customer Care Team will be happy to assist with questions about orders, shipping, products, returns, or anything else you need.

SuperPetMe — Happier Pets. Happier Homes.