Frequently Asked Questions
Welcome to PetLep's FAQ page! Here you'll find answers to common questions about our products, shipping, payments, and more. If you don't find what you're looking for, please contact our customer support team.
Shipping & Delivery
Q: How long does shipping take?
A: Most orders are delivered within 4–7 business days (including 1–2 days processing time). Transit time is typically 3–5 business days after dispatch.
Q: Do you offer free shipping?
A: Yes! We offer free shipping on all orders delivered within the United States. There is no minimum purchase requirement.
Q: Where do you ship?
A: We currently ship exclusively to addresses within the United States. We do not offer international shipping at this time.
Q: How can I track my order?
A: Once your order ships, you'll receive a confirmation email with your tracking number. You can use this number to monitor your shipment on the carrier's website.
Q: What if my package is lost or missing?
A: If your tracking shows "delivered" but you haven't received your package, or if your shipment appears lost, please contact us at support@petlep.com within 30 days of the estimated delivery date. We'll investigate with the carrier and keep you updated.
Orders & Payments
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are secured with SSL encryption.
Q: When will I be charged for my order?
A: Full payment is required at the time of purchase. You'll be charged when your order is successfully placed.
Q: Can I cancel or modify my order?
A: Please contact us immediately at support@petlep.com if you need to cancel or modify your order. We process orders quickly, so changes may not always be possible after placement.
Q: What currency are prices in?
A: All prices on our website are displayed in United States Dollars (USD).
Returns & Refunds
Q: What is your return policy?
A: We accept returns within 30 days of delivery for most items. Products must be unused and in original packaging. Please visit our Return & Refund Policy page for complete details.
Q: How do I start a return?
A: Email us at support@petlep.com with your order number and reason for return. We'll provide return instructions and a return authorization.
Q: When will I receive my refund?
A: Once we receive and inspect your return, refunds are typically processed within 7 business days to your original payment method.
Q: Do I pay for return shipping?
A: No, we offer free return shipping on all eligible returns.
Products & Quality
Q: Are your products genuine and high-quality?
A: Yes, we carefully select our product range to ensure quality and value for our customers.
Q: Do you have a physical store?
A: We operate as an online-only store to keep our prices competitive and serve customers across the United States. Our business address is 514 W Oglethorpe Blvd, Albany, GA 31701.
Q: How can I contact customer support?
A: You can reach us at support@petlep.com or +1 (229) 432-0884. Our support hours are Monday–Friday, 9:00 AM – 5:00 PM (ET).
Q: What is your typical response time?
A: We typically respond to all inquiries within 1–2 business days.
Account & Privacy
Q: Is my personal information secure?
A: Yes, we use industry-standard SSL encryption to protect your data. For details on how we collect, use, and share your information, please see our Privacy Policy.
Q: Do you have a privacy policy?
A: Yes, you can find our complete Privacy Policy on our website.
Still Have Questions?
We're here to help! If you didn't find the answer you were looking for, please don't hesitate to contact us.
Email: support@petlep.com
Phone: +1 (229) 432-0884
Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (ET)
We typically respond within 1–2 business days.