FAQ
Donation to Animal Charity
Why are you making donation?
We believe in the power of compassion and the importance of giving back to our community, especially to those who do not have a voice. By supporting animal charities, we help provide shelter, care, and a chance at a better life for pets in need.
This commitment not only reflects our brand values but also allows us to contribute positively to animal welfare and encourage others to join in making a significant difference. Ultimately to help more pets find loving homes.
What is the amount of donation?
For every order placed, you will donate $1.
Is it possible to make an additional donation?
Absolutely, you have the option to leave a tip at checkout. All proceeds will be directed to the shelter or charity selected for that month.
Which charity do you support with donations?
Currently we work with ADOPT-A- PET and Doney Coe Pet Clinic. Feel free to nominate your preferred organisation, and we'll consider it for charity selection
Payments & Safety
Is my payment data safe with you?
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
What forms of payment do you accept?
We accept payments from Paypal and major credit card companies like Visa, Mastercard, American Express and Discover.
Shipping & Delivery
How long does it take to get my products?
All orders are shipped from Shanghai, China.
Some of our products are made to order. So the production time is necessary.
The delivery time could vary depending on your location and in case of any issues with our carrier or in customs.
How much does it cost?
Shipping rates can vary depending on your region and are calculated at checkout.
Is there free shipping?
Yes, we offer free international shipping for order over $100.
Do you ship to my area?
We are currently ship to the following 12 countries, such as Canada, the US, Australia, the UK, Germany, France, Italy, Spain, Belgium, Sweden, Switzerland, and Netherlands
Please note shipping rates could vary depending on your region.
Return & Exchange Policy
Do you offer returns and refunds?
Our goal is to ensure that you are completely satisfied with your purchase. We provide options for both returns and size exchanges under specific conditions, as detailed below. Please review our policy carefully to understand how you can proceed should you require a return or an exchange.
Return Policy
Eligibility for Return: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Return Period: Returns must be initiated within 7 days after receiving the goods
Restocking Fee: There is a 25% restocking fee on the original purchase price for returned items.
Process for Returns:
Notification: Contact our customer service at info@markpet.com.cn. within 7 days to start the return process.
Shipping Product Back: If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted. You are responsible for the return shipping costs to us (Shanghai). The item must be packed securely and sent back using a trackable shipping service.
Refund Issuance: Once we receive and inspect the returned product, we will issue a refund minus the 25% restocking fee and shipping costs. Refunds will be processed in the original form of payment. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@markpet.com.cn.
Exchange Policy
Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Eligibility for Exchange: We offer a one-time exchange on defective products, damaged products, or the wrong items. To qualify for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Exchange Period: Requests for exchanges must be made within 7 days of receiving the goods
Process for Exchange:
Contact Us: Please email our customer service team at
info@markpet.com.cn. to initiate the exchange process. Include your order number and the desired one.
Return Shipping: If your exchange is accepted, we’ll send you an exchange shipping label, as well as instructions on how and where to send your package. You are responsible for the cost of shipping the product back to us (Shanghai). Please use a trackable shipping method to ensure the safe return of your item.
Inspection and Dispatch: Upon receiving the returned product, it will undergo an inspection. If it meets our conditions, we will process the exchange and ship the new product to you. We will cover the shipping costs of the exchanged item.
Who pays the shipping costs in the case of a refund when the order has free shipping?
In cases with free shipping, customers are liable for the shipping fee if the product is refunded.
Non-returnable / Non-exchangeable items
Please note that certain types of items may be exempt from being returned or exchanged due to hygiene or other specific reasons, such as custom products in the Pet Urn Collection, Memorial Jewelry Collection, Leather Carving keychain Collection, and Haute Couture Collection. These exceptions will also be clearly stated on the product pages