Everything you need to know about Tribe of Pets. Do not hesitate to contact us, we’ll be happy to help you.
Respecting your privacy is our top priority. We don’t have access to your credit card details; Stripe and PayPal process them. They are trusted third-parties that are 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 Stripe and PayPal, 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. Any unauthorized individual cannot access it.
You can select your preferred payment method at checkout. We use virtually all cards such as Visa, MasterCard, American Express and PayPal. You can pay only via our website.
We create relationships with trustworthy manufacturers and suppliers worldwide to bring you special products for your furry friends.
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.
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 “PROCEED TO CHECKOUT”.
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!
If you get a coupon code from us, you can use it on the cart page. You cannot cumulate many coupon codes at the same time.
Subscribe at the bottom of the page to get all our latest promotions/discounts and exclusive offers only available to our tribe of pets!
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Returns & Exchanges
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. The item must be unused and in the original packaging.
We do not offer exchanges but instead ask that you return your order for a refund (if applicable).
Please visit our Return Policy page for more information.
You cannot request a refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside our control (i.e. not cleared by customs, delayed by a natural disaster, pandemic,…).
- Other exceptional circumstances outside the control of Tribe of Pets (items stolen from your address entrance,…)
You can request a refund by sending a message on our Contact Us page. If you are approved for a refund, then your refund will be processed and we will contact you.
You can return your order free of charge. We cover the transportation costs. Please visit our return policy for more information.
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.
Your satisfaction is our #1 priority. Therefore, if you’d like a refund, you can request one within 30 days of receiving the order.
If the item arrived damaged or if you received the wrong item, you can request a refund or a reshipment. The item must be unused and in the original packaging.
Please visit our Return Policy page for more information.
Yes, we cover the transportation costs.
Our free 2-year warranty covers damage to the product(s) you have purchased from us that is not caused by use that we deem improper.
Shipping & recent orders
We ship both in the USA and worldwide.
We offer free worldwide shipping for a limited time!
We want to give you the best shipping options and to make you even happier, we offer FREE SHIPPING no matter what part of the world you are in.
Shipping time might vary depending on location, shipment method and other factors. We handle high demand products and a global network of warehouses located in America, Europe and Asia.
You can generally expect a shipping time of 10 to 21 business days, although it may be faster. Please refer to individual product pages for specific delivery times.
You can read our Shipping Policy page for more information.
We ship packages via USPS, UPS, FedEx, or other shipping methods depending on your location. We favor fast delivery when choosing a carrier.
Business days are Monday to Friday during working hours.
We will send you a shipping confirmation email with a tracking number as soon as we ship your order.
You can change/cancel your order if your parcel hasn’t been dispatched yet. Address changes and cancellations can be made 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 does not apply. We cover the expense if you return the parcel to us. 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 the fastest available service.
Your order 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.
You can also track your order here.
Send us a message on the Contact Us page with your order number, and we will investigate.
Thank you for sending us as much information as you can that can help us assess the situation accurately.
We are very sorry if your order arrived damaged or 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 don’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.