Frequently Asked Questions
1) How long does it take to get my order?
Estimated Delivery Time = Processing Time + Shipping Time
Processing Time: For in-stock items, processing time is 1-3 work days.
Shipping Time: (which is not the same as the processing time). and the shipping options available are as below:
Delivery Service Country Shipping Method Shipping Time Tracking Link US U.S. Postal 10-15 Business Day USPS FedEx Economy 4-5 Business Day FedEx FedEx Priority 1-3 Business Day FedEx DHL Express 1-3 Business Day DHL
Postal service is only available for small order: weight under 5 lbs.
The shipping options and time may vary for different countries. You can check the shipping time by placing a simulated order on our website. Remember the shipping time is in addition to the processing time. You need to add together both the handling time and the shipping time to get a time estimate for your order. Check more shipping detail click here
2) How to track my order shipment?
If you have an account registered when placed an order
1 Login your account (My Account access link is on the top of webpage)
2 On the dashboard, find your order and check the status of orders. if it shows "complete" which means the order was shipped out.
3 Click " view order" and go to order information page, you will see the " track your order", click it and you will get the tracking number and shipping company.
4 You can get tracking information either on track page or carrier's website if the information is not shown on that track page.
If you do not have an account registered when placed an order
1 Check your email which used for your order, search email for OSPet
2 If the order was shipped out, you would receive an email with the title " OSPet: Shipment # 1000xxxx for Order # 1000xxxxx".
3 The tracking number and carrier information is at the bottom of the email
4 Please go to the carrier website to track it
3) Do you ship internationally?
Yes, we ship our products internationally. We ship worldwide to your door by postal service or FedEx, DHL or UPS.
4) How much does the shipping cost?
Shipping costs vary depending on your shipping method selection, and order quantity. You can check the shipping cost by placing a simulated order on our website, or you can contact our sales team to quote if you need to place a bulk order.
1) What payment methods do your company accept?
Online payment option 1: Credit card & Debit Card (VISA Mastercard Discover)
Online payment option 2: PayPal (VISA Mastercard Discover American Express)
Offline payment option: If you fail to pay by above two online payment option, you still can place an order with offline payment option, our sales team will contact you for the pending order soon. Or if you like to pay by check, PO, bank transfer, Western Union, please also choose the offline payment, sales can help you with other payment methods. Send an e-mail to us if you choose offline payment. That would be much appreciated.
2) What do I need to do if my credit card does not go through?
Most reason is the billing address mismatch which means the address you fill out does not match the address credit card company record. Please correct the zip code and try firstly as most credit cards check zip code only. If not go through, please check and correct address in detail. If still not work, you still can try other payment option PayPal. Or place orders with offline payment, our sales team will contact you soon for the pending order.
3) Do you accept Purchase Order?
Yes, we do accept PO from school or organization. But we may ask for payment before shipment though. Please choose the offline payment option and send PO to email@example.com, our sales team will contact you soon.
4) Do you accept Check or Money Order?
Yes, we do. Please choose offline payment option when place order, our sales team will contact you for check payment instruction.
5) Do you accept partial payment, like deposit for big order?
Yes, we do, but only for big customized order which amounts over 5000USD.
6) When I checked my account, the money was charged twice or extra. What should I do now?
If you were charged twice for one order or extra for order amount shown, simply contact us and we will take care of it. We will check our account and once confirmed, we will refund your money via Paypal within 2 to 3 days.
1) Do you offer free sample for bulk orders?
Yes, we do like to offer store and organization a free sample to feel our high quality before a bulk order placed.
2) How can I place the order?
We highly recommend you to place an order online for fast processing. But we also accept order by e-mail and phone. You can also send us an e-mail with order information, then our sales team will reply and contact for payment issue. You can also place an order by phone, our customer service will help you to go through every step to finish the order placement.
3) How to track my order status?
1. Click on the button"Trackorder" on the top of the main page. Enter your e-mail and order ID to check the tracking information
2. You can register an account when you check out. Later you can visit the account to track order status very easily. If you do not like an account registered, you also can check the email we send you automatically, like order confirmation email, shipment email and so on.
4) what is your return policy?
We generally accept order return within 30 days after you receive the goods. For detail, please check the return policy page
5) Do you offer any discount on a bulk order?
Yes, we do offer quantity price for bulk order, please check the detail product page for quantity pricing. Except for this, we also offer 5%-20% discount for orders over a certain amount seasonally, please check our advertisement on-site or sign up for coupon newsletters.