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  • All prices are in United States USD

FAQ

Frequently Asked Questions

shopping

Which countries do you ship to?

We ship worldwide! And we offer FREE WORLDWIDE SHIPPING for every item with no minimum purchase required. Please see our Shipping & Delivery page for more details.

What currency will I be charged in?

All orders are charged in USD. 

How do I find what I want?

Simply type in the name or description of the item you are looking for using the 'search' box on the top right corner of our website. You can also find products easily by browsing the relevant categories.

I'm picking a gift for someone but I don't know what to choose!

That's ok because we offer Gift Certificates! You can choose any value from US$10 to US$1,000. The good thing about our gift certificates is that it can be used many times, until the certificate balance reaches zero.

How do I use a coupon code or a gift certificate?

If you would like to redeem a coupon or a gift certificate which you may have received, simply enter the code to the respective box at the bottom of the View Shopping Cart page and click the “Go” button. You can also do this by typing the code in the “Redeem a Gift Certificate or Coupon” box (below grand total) and click “Apply” on the Checkout page.  

How do I find the correct size for my pet?

Pet Clothing
Please see our Size Guide for measuring your pet for clothes.

Pet Collars
Pet collars are measured by the circumference of the neck. Allow some room for a comfortable fit. You should be able to fit two fingers under the tape measure while measuring around the neck for a comfortable fit.

Pet Harnesses
Pet harnesses are measured by the widest part of your dog's chest, which is typically right behind the front legs.

Pet Beds
Your pet should have enough space on its bed to be able to lie flat down on its side with its paws outstretched.  

What if I buy the wrong size?

If you purchase an item that is the wrong size we will exchange it for another size (or give a refund if no appropriate size is available excluding any postage and packing costs) providing that they are returned in an unused and re-saleable condition. Additional postage costs at the same rate as your original order may be applied. With this in mind we ask that you please measure your pet correctly before placing an order. Should you need any help with selecting the right size, please contact us and we will help you. We recommend that you send your returns package via registered post as we are not responsible for lost returns.

What happens if I have ordered items with different availability?

For Standard Delivery
If your order consists of items with the availability of "ships within 1 business day" and “ships within 2-5 business days”, we will dispatch these items together when they are ready. If you wish to have part of the order delivered first, please let us know as soon as possible after placing your order through our Contact Us page by choosing the inquiry type "Delivery: Please deliver items with availability of ships within 1 business day first" with your order number.

For Express Delivery
If you have ordered items with different availability in one purchase, only the items with the earliest availability will be sent by Express Delivery. Any other items will be dispatched by registered airmail (or regular airmail if you use a PO box or APO/DPO/FPO address) at no extra cost. If you would like to wait for all items to be available and receive the complete order by express delivery, please state "make only one delivery when the complete order is ready" in the order instructions box on the order confirmation page or let us know as soon as possible after placing your order through our Contact Us page by choosing the inquiry type "Delivery: Please make only one delivery when the complete order is ready" with your order number. Otherwise, part of your order might have already been dispatched by Express Delivery. Any pre-ordered items will be dispatched once they become available.  

What happens if I have purchased pre-ordered items?

If one or more of the items in the order are pre-ordered, we will dispatch the items that are available first. And the pre-ordered items will be dispatched once they become available at no extra cost. Therefore, you may receive several shipments to complete the fulfillment of your order. If you prefer to wait until we have all the items in your order to have them arrived in one single shipment, please state "make only one delivery when the complete order is ready" in the order instructions box on the order confirmation page or let us know as soon as possible after placing your order through our Contact Us page by choosing the inquiry type "Delivery: Please make only one delivery when the complete order is ready" with your order number. Otherwise, part of your order might have already been dispatched. 

What happens if the item I order is out of stock?

Occasionally it may happen that an item you have ordered is out of stock, either due to another customer buying it at the same time, or discrepancies in our warehouse. If this situation occurs we will let you know by email as soon as possible and give you a refund for this item. 

Can I change or cancel my order?

Should you wish to change/cancel your order, you can do so by filling out our Contact Us form selecting the Inquiry Type “Shopping: I want to change or cancel a recent order” providing that your order has not already been processed. You can view the status of your order on the Order Status page. It will no longer be possible to change or cancel your order if the order status has been changed to “Awaiting Shipment”, “Partially Shipped” or “Shipped”.

What do these order statuses mean?

Awaiting Fulfillment
Your order has been received.

Awaiting Shipment
Your order has been confirmed. It will be dispatched according to the availability of the items in the order.

Partially Shipped
Some items of your order has been dispatched, usually due to different availability of items or there are pre-ordered items in your order. If you have chosen registered delivery or express delivery, you will be given a tracking number and a link to track your package online. And the rest of your order will be dispatched once they become available at no extra cost.

Shipped
Your complete order has been dispatched. If you have chosen registered delivery or express delivery, you will be given a tracking number and a link to track your package online.

 

login / account

Do I need to create an account to make a purchase?

No. You can always checkout as a guest on LittlePetPlanet.com. However, registering with LittlePetPlanet.com is fast and easy, and that you will have easy access to your order history and a faster checkout plus any current loyalty discounts we have for future purchases. If you have chosen to checkout as a guest, in order to help you track your order status online after purchase, you will receive an email with an assigned random password which you can use to login and track your orders.

By creating an account, will I automatically be receiving marketing emails from you?

No. You will only receive marketing material if you have chosen to subscribe to the LittlePetPlanet.com newsletter. And you can unsubscribe from the newsletter any time you want.

By creating an account, will you sell my details to any other companies?

 No, we will not sell your details to other companies. Please see our Privacy & Security page for more details on how we work to protect your privacy. 

What should I do if I have forgotten my password?

You can request for a new password by clicking “Forgot your password?” on the 'Sign in' page and follow the steps. 

 

payment

What method of payment are accepted by LittlePetPlanet.com?

LittlePetPlanet.com accepts major credit cards and debit cards on a secured checkout page using SSL technology to keep your data safe. You may also choose to pay with PayPal. PayPal is one of the safest, most widely accepted ways to pay for your purchases on the Internet. You do not need a PayPal account to pay and you can pay by all major credit cards, debit cards or even your bank account with PayPal. PayPal helps protect your credit card information with industry-leading security and fraud prevention systems. With PayPal handling the transaction, we never see your credit card or bank account information. 

Are my card and personal details safe?

The purchase and member area of our site are secure; this means that once you access the “Checkout”, “My Account”, “Sign in” or “Create an account” pages, all your personal information is protected in transit by a Secure Socket Layer (SSL) which fully encrypts and protects all of your personal data from being read by anyone over the Internet. 

Are prices inclusive of all taxes?

All our prices do not include tax. Your order may be subject to import duties and taxes, which are levied once your package reaches your country. We do not collect duties and taxes and cannot predict what your particular charges may be. The majority of countries do not charge customs duty on small packets dispatched by airmail, especially for relatively inexpensive items. For more information regarding your country's custom policies, please contact your local customs office.

 

delivery

How much is shipping?

All items are eligible for FREE SHIPPING WORLDWIDE with no minimum purchase required. Please see our Shipping & Delivery page for more details. 

What kind of free worldwide shipping do you offer?

Registered Standard Delivery - please select “Free Shipping” as your shipping method for orders over US$15.

Standard Delivery - please select “Standard Delivery” as your shipping method for orders under US$15 or with P.O. Boxes or APO/DPO/FPO delivery addresses.

When will I receive my order?

This depends on the availability of the products you ordered. Please refer to the availability on the individual product page. We aim to dispatch all in-stock items the same or next working day, and delivered to you within 4-6 working days for capitals and large cities, 7-10 working days for other locations and 10-14 working days for more remote locations. However, please allow extra time for occasional custom inspections and postal delays. If you would like to receive the order sooner, please choose Express Shipping.

Do I need to be available to sign for my delivery?

If you choose Registered Standard Delivery (displayed as "Free Shipping" at checkout) as the shipping method, a signature might be required upon delivery, however anyone at the specified delivery address can sign for the goods. If no one will be able to sign for delivery at home, we suggest you to have your workplace as the shipping address if it is convenient. If no one is there to sign for the package when delivered, the carrier will be likely to leave a card informing of the attempted delivery, this card will also include instructions on how to obtain your parcel, e.g. collecting it from a local Post Office. Otherwise, please choose Standard Delivery if no one will be available to sign for delivery both at home and at work. However, choosing "Standard Delivery" means that your package will not be traceable and claims for loss or damage will not be accepted.

What happens to non-deliverable / refused and unclaimed orders?

If any order is returned, refused or unclaimed by the customer due to customer refusal, negligence or absence, or the provision of incorrect shipping information, we shall attempt to contact you. However, we reserve the right to recharge all shipping costs to enable us to resend the order, even if your original order was entitled to free shipping.

 

order received

I have received the wrong item, what do I do?

Every effort is made to dispatch your order correctly and promptly. However, if you receive an incorrect item, please contact us within 24 hours of receipt by logging into your account, view the order using the "Completed Orders" link under the "My Account" menu, click the “Return Item(s)” button and follow the steps. You will then be given the relevant return address and an authorization number for returns by email after we've processed your request. 
Incorrect item(s) delivered must be returned to us securely packaged and wrapped along with the returns authorization number. Unauthorized returns may be refused or disregarded. 

Why have I have only received part of my order?

If you have not received all of your order it will be because the rest of your order was out of stock at the time of ordering, you would have received an email advising of this so please check your spam / junk mail folder.Please first check the Order Status through our website. If your order status is “Partially Shipped”, that means the rest of your order are awaiting fulfillment and will be delivered to you as soon as they are ready. You will also be notified by email whenever there is a change in the Order Status. If your order status is “Shipped” or “Completed”, and no emails have been sent to you by us regarding any changes in your order, please fill out our Contact Us form selecting the Inquiry Type “Order Received: Missing Items” with your order number and the missing items within 24 hours of receipt. 

What if the item I have received is faulty?

If you receive a defective item, please contact us within 24 hours of receipt by logging into your account, view the order using the "Completed Orders" link under the "My Account" menu, click the “Return Item(s)” button and follow the steps. You will then be given the relevant return address and an authorization number for returns by email after we've processed your request. Defective item(s) delivered must be returned to us securely packaged and wrapped along with the returns authorization number. Unauthorized returns may be refused or disregarded. After we receive the product, we will examine and test the defect of the item(s) if applicable. If we find the defect described in your email, we will ship you a replacement for the defective item(s). Otherwise, the original item may be shipped back to you. 

 

returns

What is your returns policy?

Goods returned must be unopened, unused and in re-saleable condition with labels attached and all original packing in tact. In order to return goods you must first contact us within 7 days of receipt by logging into your account, view the order using the "Completed Orders" link under the "My Account" menu, click the “Return Item(s)” button and follow the steps. Please let us know if you would like a replacement, store credit or a refund for the returns. You will then be given the relevant return address and an authorization number for returns by email after we've processed your request. Please ensure your returns authorization number is clearly marked on the package. Unauthorized returns may be refused or disregarded. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Please note that currently we are unable to replace or refund any pet carriers, beds, houses and wooden products due to the costs involved for customers to return such items. Please measure your pet carefully before purchasing.

What is your refunds policy?

We guarantee to refund any unopened and unused item(s) that you are not completely happy with when you return it to us by post within 7 days of delivery. You must first contact us according to the instructions stated in our Returns & Refunds page to obtain the relevant return address and an returns authorization number to mark on your returns package. You may return most unopened item(s) with labels attached and all original packing in tact for a refund. 

We will refund the purchased price of the item(s) excluding postage and packaging costs. All refunds will be credited to you by your original method of payment. 

Please note that we cannot replace or refund any opened or used item(s). Returns that are damaged or soiled may not be accepted and may be sent back to the customer.

Unfortunately we are not able to replace or refund special offer item(s) unless defective, so please measure your pet carefully.

You should expect to receive your refund within four weeks of returning the package, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Please note that currently we are unable to replace or refund any pet carriers, beds, houses and wooden products due to the costs involved for customers to return such items. Please measure your pet carefully before purchasing.

discounts

Do you offer any discounts?

Facebook fan discounts

Like us on Facebook and check out our latest fan offers!

Newsletter discounts

Subscribe to our newsletter to receive special offers, exclusive coupon codes, product news and more!

 

contact

How can I contact LittlePetPlanet?

 We’re here to help and we aim to reply all inquiries within 24 working hours. Please fill in our Contact Us form and one of our Customer Service Representatives will get back to you as soon as possible. To help us direct you to the right team, please choose the most relevant inquiry type from the drop-down fields and give us as much information as possible in the description box.