Frequently Asked Questions (FAQ)

Welcome to the hipetstudio.com Support Center. Here are the answers to the most frequently asked questions from our global pet lover community.

Q: Where are your pet products dispatched from?

A: We manage a highly optimized global supply chain. To offer the highest quality materials and competitive pricing, your orders are dispatched directly from our premium manufacturing and fulfillment hubs in Asia (Mainland).

Q: My order contains multiple items. Will they arrive in one package?

A: Not always. Because certain pet products vary in size and weight (for example, a lightweight interactive toy versus a larger orthopedic dog bed), we may split your order into multiple packages to meet international shipping standards. If this happens, you will receive separate tracking numbers for each package.

Q: How much does shipping cost?

A: To ensure fair pricing for items of different sizes, our shipping fees are calculated cumulatively based on the specific item types and categories in your cart at checkout. You will see the exact, transparent shipping breakdown before completing your payment.

Q: How long will it take to receive my package?

A: We offer reliable international shipping to the United States.

Larger Home & Bedding Items (Large Crates, Heavy Beds): Dispatched via dedicated freight lines and typically takes 12-20 business days.

Standard Pet Gear & Supplies (Harnesses, Toys, Apparel): Typically takes 10-15 business days.

Q: How can I track my order status?

A: Once your package is dispatched (within 1-3 business days), a confirmation email with a unique tracking number will be sent to you. You can track your package directly on our website via our Track Your Order page.

Q: What payment methods do you accept?

A: We accept major international credit cards (Visa, MasterCard, American Express) and secure checkout gateways. All transactions are fully encrypted to ensure your data security.

Q: Will I be charged customs duties or import taxes?

A: For our customers in the United States, duties and import taxes are generally not charged on orders valued under $800. For the vast majority of standard pet supply orders, you will not face any additional customs fees upon delivery.

Q: What is your return policy?

A: We offer a 30-day return policy for unused, unopened pet items in their original packaging. For hygiene reasons, certain pet products cannot be returned once opened.

Q: How do I initiate a return?

A: Please do not mail the package back to any address written on the original box. You must first contact our support hub at [email protected] to obtain authorized return instructions and the correct overseas return warehouse address.

If you have any other questions regarding your pet supplies or an existing order, please reach out to our dedicated support channels:

Corporate Location: China (Mainland)

Email: [email protected]