FAQs
Welcome to the new PetWorks FAQ Help Center.
Please browse this FAQ page to find the answers that best match your question. If you can't find what you're looking for, please feel free to contact us.
Online Form: Click the “Contact Us” button at the bottom of any page and follow the instructions. Our customer support team works around the clock to respond to any questions you may have.
Email us! Please note that our response time may be up to 3 business days.
We appreciate your patience while we respond to your inquiry and will do everything we can to assist you as quickly as possible.
About My Account
What is “My Account”?
The “My Account” section helps you with all your questions about your account or any problems using our website.
Go to our helpful FAQ page, which can help you navigate through the petworks.fr website, view your orders, and update your account details, such as your password.
If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Support Team. You can contact us or send us an email. Our email response time may take up to 3 business days, and one of our team members will be happy to assist you.
Why do I need an account?
You can purchase on our website as a guest. However, it is always advisable to have an account for your shopping.
It allows you to:
- Check the status of your current order and order history.
- Contact Customer Support for general assistance.
- Check your shipping and payment information.
- Add an item to “My Cart” so you can purchase it in the future.
- Manage your coupons.
It is convenient for a registered member to place orders and access some features of the Website. Please register with updated personal information, including your name, address, and a valid email address, and ensure that the information provided is accurate and up to date.
What should I do if I forgot my password?
If you have forgotten your password, simply click on “Forgot My Password” and enter your email address. The automated system will send you an email. Follow the instructions to reset your password.
Payment
How do I complete the payment?
At PetWorks, we accept several payment methods. You can complete your purchase with PayPal or any major credit or debit card provider.
All payments must be received in full prior to dispatch of goods or issuance of a coupon. In case your payment is declined by your bank, credit card issuer, or our website, PetWorks will not fulfill your order.
All transactions are in US Dollars. PayPal or your credit/debit card provider will automatically convert the amount to your local currency.
How do I redeem the coupon code?
Please click on “Checkout” and fill in your payment information. Then click “Continue” and you will be redirected to a new page where the coupon code can be redeemed.
The code needs to be entered exactly as advertised, including any capital letters and spaces.
About My Orders
What is “My Orders”?
The “My Orders” section covers topics relating to the order you have placed with PetWorks.
If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Support Team. You can contact us or send us an email. Our email response time may take up to 3 business days.
Did I make an order successfully?
Once your payment is completed, you will receive an order confirmation email. If you do not receive one, please check your spam folder or “My Orders” section.
How can I check my order information?
Please log in to your account and click “My Orders.”
In “My Orders,” you can check your order history, including your order number and total amount, as well as your order details, shipping address, quantity, and order status.
What does my order status mean?
Confirmed (Order Received): Your payment has been successfully completed and your order has been confirmed by PetWorks.
Dispatching: Your order is being prepared for shipment. At this stage, requests to cancel or change your order may no longer be possible.
Shipped: Your order has been dispatched from our warehouse to the shipping address provided by you. Your order is on the way!
How can I change or cancel my order?
If you want to change or cancel your order, please contact us via email within 12 hours after receiving your order confirmation.
If your order has already been shipped, we cannot change or cancel the order.
How long does it take for my order to be dispatched?
The dispatch or handling time is the number of business days required by PetWorks to fulfill your order after receiving cleared payment.
Once your order has been shipped, you will receive a shipping confirmation email including your tracking number and delivery information.
About Shipping
What is “Shipping Information”?
The “Shipping Information” section covers topics related to the delivery of your order.
If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Support Team.
What shipping methods do you offer?
Standard International Shipping: Your order will be shipped to your doorstep in approximately 7–21 days. There are no hidden shipping charges.
We are currently working on an express shipping option.
How long will it take to receive my order?
Standard International Shipping: Your order will be shipped to your doorstep in approximately 7–21 days.
If your package has not been delivered within this specified time, please feel free to contact our Customer Support Team for an update.
Note: Shipping time does not include dispatch time, which generally takes 1–3 business days.
How can I track my order?
Once your order has been shipped, we will send you a shipping confirmation email containing your tracking number and tracking link.
Alternatively, you can find your tracking number and tracking link under the “My Orders” section.
Once the shipping company provides the tracking number, we will send it to you as soon as possible.
Are there any additional fees involved in international shipping?
At PetWorks, products may be shipped from overseas.
In some cases, shipments may be subject to import taxes, customs duties, and fees, which are charged once a shipment reaches the recipient's country. Any additional charges for customs clearance must be paid by the recipient.
Unfortunately, PetWorks has no control over these charges and cannot estimate what the additional charges may be, as customs policies vary from country to country.
For more information, please contact your local customs office.
When customs clearance procedures are required, this may cause delays beyond the scheduled delivery period.
Due to customs regulations, we never list purchased items as gifts or undervalue the product price.