FAQs

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Shipping & Orders

Where does Pet Royalty ship?

Pet Royalty ships everywhere in the United States, including Alaska, Hawaii, and Puerto Rico. Domestic Orders over $50 qualify for free shipping. For delivery services in particular you can contact us at support@petroyalty.com

Our HQ are located in California, USA.

And we have delivery services distributed in the United States and Canada which works 24 hours with the firm purpose of helping you solve your questions and build a strong bond with our customers, that's why we have updated all our message and chat bot communications and personalized customer service to provide the best service 24/7.

How safe is it to order with Pet Royalty Boutique?

We understand that ordering online can be daunting when we don't know the site and it's also our first experience. But we want to guarantee that here at Pet Royalty we have foreseen all these doubts and we have taken care of configuring all our payment methods such as PayPal, Stripe, Amazon Pay among others to serve you a better experience and protection, in addition to a 30-year money back guarantee. days.

For resolution of any doubt please contact customer service or send us a message support@petroyalty.com.

I don't live in California because I am charged sales tax?

Pet Royalty is based in California, we have employees and we stock some products in different locations in the state and outside of it. Due to sales tax regulations, we charge sales tax on all orders with shipping addresses located in California, Washington, Canada and adjacent states.

I have a discount code, how can I use it?

All discount codes can be changed on the payment page in the field that you will see with the name of Discount code / Gift card.
Discount codes are only applicable to product purchases or in the case of a specific collection given the promotion.

My payment was rejected and the problem is not my card, what should I do?

We recommend clearing your cache and cookies and trying to order from a different browser.
You could also use PayPal as a payment method if you can't use your card as usual.
If this does not work, it could be that we are an international company for you and your card is not configured for international payments. Please contact your Bank in order to help you with your transaction.
If you have any concerns, send us a message at support@petroyalty.com.

How can I use my gift card in store?

All gift card codes can be entered on the payment page in the corresponding checkout field. If the order total is less than the store credit/gift card amount, the balance will remain and may be used on a future order.

How can I track my order?

Some of our products are shipped to customers outside of the United States and are processed by the USPS as well as products shipped from our headquarters in California are generally all processed and delivered by the USPS as well.
So with USPS and your tracking number you will be able to track your order.

How long does it take approximately to receive my orders?

For Pet Royalty Designer Handmade products and their shipments to the United States, the estimated duration including the processing time is 3 to 4 days or sooner depending on your location.
For the other items outside the handmade line, your estimated time may be 10 to 12 business days depending on the items that are in high demand and due to the current global Covid-19 Pandemic, delays may occur in the final delivery of the order.

Delays in orders, what can I do?

Unfortunately from time to time order delays can occur, we understand this is frustrating, we cannot cancel/refund orders that are trackable and still in transit. But if items are lost or held we will resolve your case.
If for any reason you are unable to locate your package and it is deemed lost we will do our best to resend you a replacement order (this is left to Pet Royalty's discretion), however in this scenario we cannot issue a refund.

How to measure your pet and choose the correct size.

To choose the correct size, just measure the center of your pet's neck with 2 fingers below the tape measure, and then get your actual size.
Remember that all Pet Royalty Designer accessories have an extension of 2.5 inches for the comfort and safety of your pet. For more information, consult our Sizing Chart Handmade, for the other items in the store, consult each chart that is duly included in each session of each product.

If I make a mistake in a size, what can I do?

Unfortunately due to our policies we cannot issue product exchanges due to incorrect measurements, unless the item is unused and in its original packaging. In this case customers will have to pay shipping in both directions for changes.

Returns on the website.

If you have a problem with your order and would like to return or exchange an item, simply email us at petroyaltyproducts@gmail.com within 30 days of delivery and we will respond promptly.

Please note that customers are responsible for payment. shipping, return and exchange costs. We accept new and unused merchandise that is returned in the same condition in which it was delivered. Please include your order ID so we can issue a refund/store credit.

Refunds
 
All sale store items purchased from Petroyalty.com are final sales and cannot be exchanged or returned for a refund.
Returns made without receipts or proof of purchase may be refused. Pet Royalty reserves the right to deny any returns.
To initiate a return, you can contact us at support@petroyalty.com. If your return is accepted, we will send you instructions on how and where to send your package. Items returned to us without first requesting a refund will not be accepted. You can always contact us at petroyaltyproduct@gmail.com.
 
Exceptions/non-returnable items
 
All products damaged through customer handling cannot be returned. Get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.

Modify or cancel orders

Please contact us within 24 hours of placing your order if you need to modify or cancel your order.
Please note that any order that has already been packed or shipped cannot be changed or canceled for a refund.
We have a very quick turnaround time between order confirmation and warehouse processing, so contacting us as soon as possible gives us the best chance of resolving this for you.

How can I track my order?

Once your order is shipped, you will receive an email with your tracking number and instructions on how to track your journey.
We recommend opening a customer account with the email used to place the order. You can easily track your trip in the account panel.

You can sign up for an account here
https://www.petroyalty.com/account/login
You can also follow the journey of your package on the website of the national postal service of your country (for example, USPS / Canada Post, etc.)

How do I cancel an order if it has already been shipped?

Once an item has been shipped, we cannot cancel it.
If your order is held, significantly delayed or lost in transit, we will do our best to send a replacement as soon as possible, we are unable to cancel or refund at this time.
Each case is different, so contact support@petroyalty.com for more information.