We create relationships with trustworthy manufacturers and suppliers worldwide to bring you special products that will make your pets feel happy. Our suppliers come from Europe, Asia and North America so each product makes a unique journey from the producer to our logistics network before reaching your home.
Respecting your privacy is our top priority. We don't have access to your credit card details, they are processed by Shopify payments, a trusted third-party that is certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. With Shopify payments, you are sure that all the PCI standards are met:
Maintain a secure network
Protect cardholder data
Maintain a vulnerability management program
Implement strong access control measures
Regularly monitor and test networks
Maintain an information security policy
We make every effort to ensure that your transaction will be secure and safe. We use the industry standard encryption protocol (SSL) to safeguard all of your personal information. You can check that by clicking on the padlock located on the left side of the address bar of your Internet browser, showing that your information is secured, it cannot be accessed by any unauthorized individual.
Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order, do so by going to the cart and clicking "CHECK OUT". Follow the instructions by providing us with delivery information and select your preferred payment method for the goods. We will ship your package as soon as possible after you confirm your order.
Our support team is always happy to guide you at any step!
You can change/cancel your order if your parcel hasn't been dispatched yet. Address changes and cancellations can be done Monday - Sunday only within 12 hours from your purchase. You can send us a message via the Contact Us page to inform us in due time about your wish to cancel/change your order.
However, if the item has already been shipped or picked up by our courier, you cannot reject it upon delivery. A reshipping postage fee applies in case you return the parcel to us as you will have to do it at your own expense. Please visit our Return/Refund policy for more information.
Please note that in case of cancellation after using PayPal as a payment gateway and if you meet the conditions for a refund, you will be refunded the purchase amount minus any PayPal processing fees.
We are shipping our products from multiple warehouses, please allow 2-4 days maximum for your order to be processed.
The orders are shipped with tracking usually within 24 to 48 hours of you placing the order using USPS, Canada Post, or other carriers via ePacket depending on your location and fastest available service.
Our main purpose is to offer you the best shipping options and to make you even happier, we offer FREE SHIPPING if you reach the minimum order value threshold, no matter in which part of the world you are.
Shipping time might vary depending on location, shipment method and other factors. We deal with high demand products and a global network of warehouses located in America, Europe and Asia. In general, you can expect a shipping time of 10 to 21 business days although it may be faster, as specified in the product page.
It can easily be tracked online by entering the tracking number in the link provided with the shipping confirmation email. The tracking details will be available within 5-10 business days after your order has been shipped. Status Unavailable/Pre-Shipment or something similar may appear. This is normal, please check weekly as tracking will not update until your order has cleared customs within your country. Once your order clears customs a delivery date will be generated.
Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one. If the item arrived damaged or if you received the wrong item you can request a refund or a reshipment. You must return the item at your expense and the item must be unused and in the original packaging.
We are very sorry if your order arrived damaged, defective or if it got lost in transit.
We would like to solve this issue immediately. As soon as you see the problem and within 3 days of receiving your parcel, please contact us immediately with photos or a short video. We cannot offer you a refund if you fail to contact us within 3 days of receiving your order. Please visit our Return Policy page for more information.
No, you only pay a shipping cost when you proceed to checkout if you didn't reach the minimum threshold to get free shipping. There are no other shipping costs involved, even if your order is shipped separately. It is therefore more advantageous for you to order several items at once.
We send you a tracking number by email when your order is ready to be shipped. You can track your package online to make sure you are available when it reaches your delivery address. If you are not at home at the delivery time, the shipping company will try to deliver again on the next working day. If you are still not at home on that day, your order will be held at the post office nearby and you will be notified. If it happens, you will have to pick up the parcel yourself.
If you have any questions/concerns about one of our products, please don't hesitate to contact us by email via the dedicated page. We do our best to respond to all communications within 24 hours during the business week and usually much sooner.
Business Hours Only (Monday-Friday, 9:30am-5:30pm GMT)
You can also reach out to us via Messenger during our business hours by clicking on the "Message Us" button on the bottom right of your screen. One of our representatives will be happy to answer your questions linked to Tribe of Pets and our products/services offering.
You can also leave us a voice message at any time and we will call you back shortly.
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