Frequently Asked Questions

How to return my purchase?

We guarantee all of our products sold here are to meet consumer standard. If you receive a defective item, the wrong item or the wrong quantity, please return it. Refunds will be made for items returned after 30 days of original purchase please.

For returns, please contact us. Please include the date of purchase, order no, description/details of merchandise. In order to speed up our process, please attach a photo of damage/defective merchandise.

Please make sure your items are returned new, unused, with original tags and in the original packaging. It is preferred that customers use the same shipping box in which the items arrived. Merchandise returned without the original security tag attached or a damaged tag may not qualify for a refund.

Refund will be issued to original payment method. You will be responsible for return shipping costs of non-defective merchandise.

Non-returnable items

Undergarments, food products, health supplement, customized items (made-to-measure dresses and made-to-order accessories), products with downloadable content, final sale items and other items as noted on the product page cannot be returned for refund.

Can I exchange my order instead of returning it?

We are unable to process exchanges. If you need a different item from the one you purchased, you will need to return your item and place a new order.

Do you accept international credit cards?

We accept international credit cards. Payment can be made by Visa, MasterCard, PayPal and Stripe. Please make sure that your credit/debit card is still valid, or that you have been specifically authorized by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer.

Is it safe to use my credit card on your site?

Yes! Petcco understands that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.

What can cause my order to be delayed?

If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.

Therefore, before you place an order on, please make sure you have left your most recent contacts, including but not limited to, your phone no, email and address in which the shipment should be delivered to. In some cases, due to holiday sales to delay in custom clearance, shipment to your desired destination might take longer time. In addition, please note, if your delivery is above a certain value, you will not have the option to opt out of signature confirmation. This is to insure the safe arrival of your order.

How much duties and taxes will I have to pay?

International customers buying products from are recipients and importers of cross border ecommerce and must comply with all laws and regulations of the destination. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient’s country.

These additional charges for taxes or customs clearance charges are the responsibility of the recipient. Unfortunately, we cannot estimate what the charges may be since customs and taxation policies vary widely from country to country.

Why are shipping restrictions applied to some items?

Due to international trading agreements and regulations, Petcco is unable to ship the following items, some products manufactured in China and fine jewelry of certain compositions, orders containing fragrance, nail and aerosol products.

If you desire to purchase a product that can’t be shipped to your country, changing shipping address to a different destination where these restrictions do not apply, is another alternative.

How can I track my order?

Once your order has been dispatched, you will receive an email containing your air waybill number to track your package.