FAQs
Do you charge in US dollars/currency?
Yes we do, and your credit card charges will appear in US dollars on your statement.
Are these the same products my Vet sells, are these genuine?
Yes, all the products we offer are genuine! They are from the same manufacturers that provide products to your local vet.
Our products are obtained from different locations including Europe, Australia and the United States in order to ensure the greatest savings for our customers!
How long will it take my order to arrive?
Usually shipping times vary between 8-13 business days. There have been times when US customs have held up orders, but this is pretty rare. If you haven't received your order within 20 business days please get in touch with us.
Is it safe to shop on your website? Is my information safe?
Definitely! We take our customer's security very seriously. If fact, it is one of our top priorities.
All orders placed through our website utilize 256-bit SSL encryption which provides the highest level of security currently available for secure transactions. In addition, we never store your payment information on our server.
Do you ship worldwide?
Yes, we deliver purchases to most countries and region around the globe. When entering your delivery information, please choose your specific country/state/province from the dropdown menu provided.
Am I required to pay for delivery?
Our shipping cost is $3.99 per order, worldwide
Will my payment be processed in US Dollars even if I live outside America?
Yes, no matter where you place your purchase from, all charges will be processed in US dollars. Since all item prices displayed on our site are listed in US currency, the amount appearing on your bank statement will show in American dollars exclusively.
What's the timeframe for order processing?
Purchases are sent typically sen out the day after they're received. When a purchase is made during weekends they are usually sent out on the following Monday. For holidays, it gets sent out on the following business day. Should your package not be dispatched within the expected timeframe for any reason, we'll send you an email notification.
When can I expect to receive my package after ordering?
Typically, packages arrive within 8-13 business days. Should your package not arrive within 21 business days, please send us an email to let us know. Depending on the situation, we'll typically either provide a full refund or send a replacement at no additional charge, based on your preference and our Money Back Guarantee.
Refunds or replacements won't be provided for incorrect or incomplete addresses. Similarly, when our delivery partner shows proof of successful delivery, no compensation will be available. After the package reaches the designated address, it becomes the receiver's responsibility.
For areas including Europe, USA, New Zealand, Australia, Japan, Korea, Malaysia, Singapore, and Hong Kong, delivery typically takes 7-14 working days. For shipments to other locations, the average delivery period is around 3 to 4 weeks.
**We are not currently shipping to Canada, as we have had issues getting packages through customs. We offer our most sincere apologies and hope this changes in the future.
Will I receive notification when my package ships?
Though we send out orders (typically) the next business day, we do not send the "tracking" email until we receive the tracking link from the Delivery Company. This can sometimes take a couple of days, but rest assured that your package is on the way.
You can track your order status by accessing your account on our site using your registered email and password.
Should any issues arise with your purchase, please reach out to us at: contact@paradise-petstore.com. One of our customer support representatives will assist you.
Can I send back my purchase if I'm not happy with it?
Yes, you can send back your order for a refund. Under our 100% customer satisfaction guarantee, if you're unhappy with your purchase, contact our customer support team email within 7 days after receiving your order. We'll supply you with a return address and return authorization.
We only accept returns for unopened items.
Will I receive my money back if my order doesn't arrive?
Yes, you'll get a full refund if your order doesn't reach you within 21 business days. Please contact our customer support team at contact@paradise-petstore.com if your order hasn't arrived within 21 business days. If your delivery address is wrong or incomplete, we won't be able to issue a refund.
Will I receive a complete refund for my returns?
Yes, you'll get a full refund when returning all unopened items. After returning the merchandise, please notify us at contact@paradise-petstore.com with the return tracking number so we can process your refund immediately.
All refunds are issued using the same payment method used for the original purchase.
What does an International Transaction Fee or Cash Advance Fee mean?
Certain banks/card companies impose extra charges for transactions with merchants based outside your country or when the merchant processing the card is overseas.
Foreign Transaction Fees are imposed by your bank/card provider. These charges are typically a small percentage of your transaction amount, usually around 1-3% of the total transaction value. This additional charge either appears as a separate transaction on your statement or gets added to the order total.
Paradise Petstore only charges the amount shown on your order invoice. To avoid international transaction fees from your bank/card company, consider finding a provider that doesn't impose such fees. You might also verify with your bank/card company about international transaction fees before placing your order.
Why do website images sometimes differ from the product I receive?
Product images displayed on our site are for illustration purposes only. Due to supplier changes or product improvements, actual product packaging might look different. Additionally, some products may have related images that are for reference only.
To maintain competitive pricing, products are often sourced from countries where they cost less, such as the United Kingdom, Australia, and others. However, we ensure these products contain identical ingredients and are manufactured by the same company. Purchasing products from other countries means the packaging might differ slightly from what's available in the USA. For instance, weights and measurements might be shown in different metric systems.
What does my purchase from paradise-petstore.com include?
Except as outlined in 'Terms of Use' and 'Our Guarantee', we don't accept responsibility for the contents of this website or any products sold in our online store. Our responsibility for a purchase involving a defective/damaged product or order causing loss is restricted to the product cost or merchandise replacement.
You're responsible for ensuring that your website usage and any product purchases comply with your country's laws. Paradise-Petstore.com provides no guarantees or warranties regarding this matter. By purchasing from Paradise-Petstore.com, you confirm that you're following your country's laws.
All local taxes, customs duties, and other government fees and charges on your purchased product(s) are your responsibility.
If your purchase from Paradise-Petstore.com accidentally violates your area's local tax/import/sales regulations, we may assist you in returning the merchandise for a refund or disposing of the product and providing a refund to prevent law violations.
Paradise Petstore doesn't support illegal importation/sale of our products and services in any location.
**If you have any additional questions or concerns, please don't hesitate to get in touch via our contact page. We want to address any questions or concerns you may have!