FAQ

Answers to the questions we hear most from pet parents. Can't find what you need? Contact us and we will help.

Orders & Shipping

Where do you ship?

We ship to all 50 US states, US territories and APO/FPO/DPO addresses. Some international destinations are also available; you will see the options for your address at checkout.

How long does delivery take?

Most US orders arrive in about 8–12 business days after you place your order. Delivery can take a little longer during holidays and peak seasons.

How much is shipping?

Shipping is calculated at checkout based on the weight of your order. You will always see the exact cost before you pay.

How do I track my order?

When your order ships, we email you a tracking number and link. You can also use our Track Your Order page. Tracking can take 24–48 hours to show the first update.

Will my order arrive in one package?

Not always. If you order several items, they may ship separately and arrive on different days, each with its own tracking number.

Can I change or cancel my order?

Yes, if it has not shipped yet. Email us at lovenpet@ditaih.com as soon as possible with your order number.

Returns & Refunds

What is your return policy?

You have 30 days after receiving your item to request a return. Items must be unused, in the same condition you received them and in the original packaging. Please contact us before sending anything back so we can give you the return instructions. Read the full Refund Policy.

My item arrived damaged or is not what I ordered. What do I do?

Email us within 30 days of delivery with your order number and a photo of the item and the package. We will review it and work with you on a replacement or refund.

When will I get my refund?

Once your return is received and inspected, we will email you. Approved refunds go back to your original payment method; your bank may take a few business days to post it.

Products

How do I choose the right size?

Every product page lists sizes in inches and pounds. For beds, measure your pet from nose to tail while lying down and add a few inches. For coats, measure the chest and back length. If you are unsure, send us your pet's measurements and we will help.

Are your products safe for my pet?

Always supervise your pet with new toys and products, especially chew toys, and remove any item that becomes damaged.

Do electronic products work in the US?

Yes. For products that offer plug options, choose the US or American Standard plug, or the USB version.

Payment

What payment methods do you accept?

We accept major credit and debit cards and other payment methods shown at checkout. All payments are processed through Shopify's secure, encrypted checkout.

What currency are prices in?

All prices are in US dollars (USD).