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Frequently Asked Questions

HOW DO I KNOW THAT MY ORDER HAS BEEN SUCCESSFULLY SUBMITTED?

You will receive an email confirmation containing the Order Number and details of your purchase. If you didn't receive, contact us via customer@petninjashop.zendesk.com.

I WOULD LIKE TO CHANGE MY ITEMS ORDERED. WHAT SHOULD I DO?

Amending your order is allowed on or before 11:00pm (PDT, -7 GMT) on the same day from the order being placed. You may contact us via customer@petninjashop.zendesk.com to request for change.

WHAT ARE YOUR PAYMENT OPTIONS?

We accept four types of major credit cards (MasterCard, Visa, American Express, and Discover), as well as PayPal and Apple Pay.

HOW DO I USE A DISCOUNT CODE?

To use a promotional code, please follow these steps:

  1. Choose the item you want to order and then click "Checkout" button
  2. You will then be transferred to our Customer Information page on the next page, fill-in the corresponding information needed
  3. You will see a “Discount” field on the upper right most part of the page
  4. You need to input the discount code and then click apply. You need to verify if the discount has been applied and is valid by seeing it applied on the breakdown listed below.

WHEN CAN I EXPECT TO RECEIVE MY SHIPMENT?

All orders are shipped from our warehouse within 5 to 20 business days of the order being placed. Shipment will arrive in between 2-10 business days after the shipment date, depending on the availability of the carrier provider and location.  We do apologize that shipment delay may occur if the shipment requires Customs clearance or inspection, or transportation delay caused by carrier service.

HOW CAN I TRACK MY ORDER?

A tracking number will be provided to you in your Shipping Confirmation email. You may use the number and track your order at  USPS or DHL.

WHICH COUNTRIES DO YOU SHIP TO?

Currently, we do ship worldwide. But in case your country may not be supported by our logistics, we will inform you right away and make necessary changes to your order. To know more about our destination listings, contact us via customer@pawlibra.com!

HOW CAN I CHANGE MY SHIPPING ADDRESS?

Changing of address is only allowed on or before 11:00pm (PDT, -7 GMT) on the same day of placing an order. You may contact us via customer@petninjashop.zendesk.com to request for such changes.

 HOW IS MY ORDER SHIPPED?

Orders are shipped during regular business days, excluding holidays. Any orders placed on Saturday or Sunday will be shipped the following Monday.

WHAT IF THERE ARE ITEMS MISSING OR INCORRECT PRODUCTS WHEN I RECEIVE MY ORDER?

For missing or wrongly shipped items, please contact us at customer@petninjashop.zendesk.com.  Please quote your transaction reference number (Order #) and provide us with a proof (image file size should be below 1MB). We will be more than happy to reship you the correct item with no extra cost and we will not ask for the item that was wrongly sent to you back! You may keep it as a gift from us.

WHAT IS YOUR RETURN & EXCHANGE POLICY?

Please refer to our Return & Exchange Policy relating to returns.
Our customer service is open 24/7. We will reply to your inquiry as soon as possible.

HOW TO RETURN YOUR ITEM?

You may contact us via customer@petninjashop.zendesk.com for more information.

WHAT IS YOUR CANCELLATION POLICY?

Cancellation of order is allowed on or before 11:00pm (PDT, -7 GMT) on the same day. After that time, cancellation will no longer be entertained. You may contact us via customer@petninjashop.zendesk.com to request for cancellation.

IS IT SAFE TO USE MY CREDIT CARD ON YOUR WEBSITE?

To ensure a safe payment procedure, our website uses credit card processor for a reliable and secure internet payment gateway, keeping all data encrypted with AES-256.