Estimated Delivery Time

Please kindly note that we are not responsible for delays due to uncontrollable factors such as customs clearance, bad weather, local postal handling time, etc.

Shipment Schedule

Please allow up to 2 business days for your order to be processed and shipped. Once processed, the parcel will be dispatched to carriers. 

Wrong Information

If you have left a wrong shipping address, name, or contact information, please contact our customer service at petastoryservice@gmail.com within 2 hours after you complete payment.

*Please kindly note that we are unable to redirect to another shipping address after we have processed and shipped the parcel.

*PetAstory is not responsible for the delivery failure due to incorrect shipping address.

Lost Parcel

If your parcel is shown "lost" or "missing", please contact our customer service immediately.

Customs Duty & Tariff

Policies on duties and tariffs differ in different countries. It is the customers' responsibility to pay the required taxes and fees of your local government. 

The price on our website does not include customs duty and tariffs. Please note that these charges are paid to your local carrier or government, and are not charged by petAstory. Thus, they cannot be refunded.

For detailed local duties and tariffs information, please kindly consult your local custom.

Order Cancellation

If your order has not been processed, you can cancel the order within 2 hours after completing payment via email to our customer service at petastoryservice@gmail.com, with your order number, contact info, and reasons to cancel.

We will process your payment cancellation and refund within 10 business days.

Return & Exchange Policy

If you would like to return & exchange your merchandise, petAstory will accept eligible returns within 7 days of receipt of your order. The merchandise should be returned new, with all tags still attached, and in the original packaging. Items should be unused, unwashed, and undamaged (No pet hair, chew marks, etc.).

Upon receipt of the returned merchandise, petAstory reserves the right to deny a exchange of the merchandise if it does not meet the return&exchange policy requirements.

Merchandise returned to petAstory will be processed within 3-5 business days of receipt.

For all returns, you will be responsible for shipping the product back to us via a trackable method. Keep the proof of return postage until your return has been processed. petAstory will not be responsible for lost return packages.

If you choose to return an item, please note that you will be responsible for the shipping charges. 

*Kindly note that petAstory cannot offer refund.

Returning Defective Items
Should your item arrive damaged, please contact us at petastoryservice@gmail.com with images and a description of the defect or damage as soon as possible.

PRIVACY POLICY
Last updated March 23, 2023
petAstory.com (“us”, “we”, or “our”) operates petastory.com. At petastory.com, we highly appreciate you choose and use the website (petastory.com) and we regard the privacy of users as one of the most important factors. This page informs you of our policies regarding the collection, use, and disclosure of Personal Information we receive from users of this site.

Information Collection
When you visit the site, we and our service automatically collect certain information about the individual web pages or products that you view, what websites or search terms referred you to the site, and information about how you interact with the site. Meanwhile, we collect personal information from you, including your name, billing address, shipping address, payment information (including credit card number), email address, and phone number, when you place an order.

The following ways are used by us and our services to automatically collect and use your personal information:

Through your browser or device: Certain information is collected by most browsers or automatically through your devices, such as your Media Access Control (MAC) address, device type, screen resolution, operating system name and version, device manufacturer and model, language, Internet browser type and version you are using. We use this information to ensure that the Services function properly.

Cookies Using: Cookies are small text files that are stored directly on your device when you visit a website. The purpose of cookie using is to understand user’s preferences and interests and track user’s footprints and carry out target marketing and provide customized service by checking the level of participation in various events and the number of visits.

How We Use Your Information
We use the information that we collect generally to fulfill any orders placed through the site (including processing your payment information, arranging for shipping, providing you with invoices and/or order confirmations), and improving our products’ offering and branding. Specific usage includes:

To provide products and services to you
To communicate with you
To provide personal services
To conduct marketing and advertising campaign when we have new products’ arrival, etc
To identify our orders for potential risk or fraud
To conduct an internal analysis to monitor how you use our website
To improve service and product we provide
Disclosure
For privacy consideration, we generally do not share or sell your Personal Information with third parties for purely financial purposes. However, in some cases, we do share your Personal Information with our affiliates and trusted partners to provide the products or services to you. Relevant examples include:

We may share your Personal Information with third parties that provide essential services to us so that we can provide products and services to you, such as Shopify, payment companies, and logistic companies.
We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant, or other lawful requests for information we receive, or to otherwise protect our rights.
We may send messages or calls through the services to confirm your identity.
We may use Google Analytics to help us understand how our customers use the site.
Third-Party
The Services may contain links to third-party services that may operate any sites or online services, which are not under our control. The availability of, or inclusion of a link to, any such site or property on the Service does not imply endorsement of it by us or by our affiliates. Meanwhile, we are not responsible for the information collection, use, disclosure, or security practices of other organizations, such as Facebook, Apple, Google, Microsoft, or any other app developer, app provider, social media platform provider, operating system provider, wireless service provider, or device manufacturer, including in connection with any information you disclose to such other organizations through or in connection with the Services.

The Right of User
User can exercise the following rights:

User can view or edit a user’s personal information through the customer service.
User can contact the customer service by letter, telephone or email, and necessary actions will be taken.
If personal information is canceled or deleted by request of user, the company will comply with the terms specified under “Period of possession and utilization of personal information,” and prohibit disclosure or use for any other purposes.
Children
Our services are not directed at children under the age of 16 years old, and we do not intentionally collect personal information from them. If you are under the age of 16 years old, please do not attempt to fill out our forms or send us any personal information about yourself.

Your rights
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

If you are a California resident, you have the right to direct us not to sell your Personal Information and you may exercise this right at any time. Once you opt-out, we will not sell your Personal Information unless you give us authorization to do so. We will not ask you to reauthorize such sales until 12 months have passed since complying with request to opt-out.

If you are a California consumer and wish to opt-out of the sale of your Personal Information, you may submit an opt-out request by emailing: petastoryonline@gmail.com.

Changes of Privacy Policy
We, petastory.com, reserve the right to update this privacy policy from time to time to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons. If we change this policy, we will update the latest one here so that you understand what information we collect, how we use it, and under what circumstances we use and/or disclose it.

"By using our website, you (the visitor) agree to allow third parties to process your IP address, in order to determine your location for the purpose of currency conversion. You also agree to have that currency stored in a session cookie in your browser (a temporary cookie which gets automatically removed when you close your browser). We do this in order for the selected currency to remain selected and consistent when browsing our website so that the prices can convert to your (the visitor) local currency."

ATTENTION. Please be aware that using our app or just adding the above text to your Privacy Policy, will not automatically make your store GDPR compliant. You will need to make sure at your end that your company is GDPR compliant under all aspects. If you need further consulting in regards to what you need to do to make sure your business is meeting the GDPR rules as well, Shopify has some really good guides.

Contact Us
If you have any questions about our Privacy Policy, please contact petastoryonline@gmail.com.