Shipping FAQs

Q: How soon will I receive my order after placing it?

A: It depends on where you are.

Contiguous United States: Orders will be fulfilled within 2 business days and may take 3-7 business days in shipping.

Canada: Orders will be fulfilled within 2 business days and may take 6-8 business days in shipping.

Europe: Orders will be fulfilled within 2 business days and may take 6-12 business days in shipping.

Asia: Orders will be fulfilled within 2 business days and may take 8-15 business days in shipping.

Q: How much does shipping cost to my country/region?

A:Currently, we are pleased to offer FREE standard shipping worldwide on orders exceeding US$35, £28 (UK), €38 (Eurozone), AU$55 (Australia), and CA$47 (Canada). Pleasenote, this offer excludes deliveries to certain countries, including Israel and Switzerland. For orders below the mentioned thresholds, shipping rates may be applied at checkout, varying based on your location.

Q: How do I track my package?

A: You'll receive a confirmation email from our warehouse once your order is on its way. Please click on the tracking link provided in the email to view the up-to-date tracking status of your parcel.

Q: What if my package is delayed?

A: If tracking hasn’t updated for 48+ hours, contact info@petgravity.store immediately. We’ll:

1. Launch an urgent investigation with the carrier.

2. Reship your order for free if needed.

Warranty FAQs

Q: Which products are covered by warranty?

A: Only items purchased directly from PetGravity.store with a valid order number:

- Electronics: 1-year limited warranty (e.g., smart water fountains, motorized toys).

- Non-electronics: 90-day material warranty (e.g., scratchers, rubber toys).

⚠️ Items bought via third parties (Amazon/Walmart) must contact their seller.

Q: What does the warranty cover?

A: We’ve got your back for:

✅ Manufacturing defects (cracked materials, circuit failures).

✅ Non-user-related malfunctions.

❌ Excludes: Chew damage, improper cleaning, or modified products.

Q: How does the 1-year warranty work after 30 days?

A: From Day 31 to 365, your warranty still applies but with adjusted terms:

✅ Defects covered: Same as 30-day policy.

❌ Shipping costs: Customer responsible for shipping fees (approx. $5–$15 depending on location).

💡 Pro Tip: Keep your original packaging to minimize return costs!

Q: How do I file a warranty claim?

A: Just 3 easy steps:

1. Visit our [Warranty Claim Portal].

2. Upload:
- A 15-second video showing the issue.
- Your original order confirmation.

3. Receive a resolution email within 24 hours (repair, replacement, or store credit).

Q: Do I need to return the damaged product?

- Under $50: No return needed—just send a video of the destroyed item for a replacement.

- Over $50: Use our prepaid USPS return label to ship it back.

Q: Is the warranty still valid if I move?

A: Yes! The warranty stays with the product, not the owner. Simply keep your original order receipt.

Need more help? You can contact us through our contact page! We will be happy toassist you.

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