Faq

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Frequently Asked Questions

1. What’s the delivery time for orders?

6-15 days after the order is shipped, subject to the logistics efficiency of the destination.

2. Which countries/regions do you ship to?

We currently ship to the USA, Canada, Singapore, Taiwan , Hong Kong .

3. What if my order is delivered late?

If your order is not received beyond the estimated delivery time, please contact us at support@cuddlpets.com with your order number in the remarks. We will check the logistics status and follow up immediately.

4. What’s your return policy?

Eligibility: Items must be unused, unwashed and in their original delivered condition.

Return within 30 days of the ship date: Full refund to the original payment method (return shipping not included).
Return within 31-40 days of the ship date: Equivalent store coupon issued (return shipping not included).
Requests after 40 days: Not accepted.

Special for low-value items (≤$50): No need to return the item. Get a 30% store coupon if applying within 30 days, or a 15% store coupon if applying within 31-40 days (keep the item for both).

Return shipping: Borne by the customer for non-seller’s fault (wrong/missing/damaged items excluded). For seller’s fault, a free return label will be provided and we cover the shipping cost.

5. How to exchange an item?

We adopt a Return + Repurchase + Coupon model:

First apply for a return of the unused original item, then place a new order for your desired one.
A free-shipping exchange coupon + 10% purchase coupon will be issued after submitting the exchange return request (deduct shipping and merchandise cost for the new order).
Please contact our customer service via email for exchange applications.

6. What are the store coupon terms?

All coupons are valid for 30 days, non-redeemable for cash, not applicable to shipping/taxes, and cannot be combined with other coupons.
30%/15% coupons: Single use only.
Equivalent-value coupons: Usable across multiple orders.
Free-shipping exchange coupon: Only for exchange-related new orders.
10% purchase coupon: To be used with the free-shipping exchange coupon (for merchandise only).