FAQ

Product-Related Questions

  1. How do I set up and use the smart pet devices?
    • Please refer to the product details page.
  2. Are your products safe for all pets?
    • Thank you for your interest and trust in our products! We always prioritize the health and safety of pets. All products undergo rigorous ingredient screening, third-party laboratory safety testing, and professional review by our veterinary team during the R&D phase to ensure compliance with international pet product safety standards.
      Please note that variations in species, size, age, and health conditions of pets (e.g., differences in metabolic capacity for certain ingredients between cats and dogs) may affect product suitability. Therefore, we strongly recommend carefully reading the applicable users and usage instructions on the product packaging.
  3. Do you offer replacement parts or warranties for your smart products?
    • We are committed to delivering high-quality products and comprehensive after-sales services. Regarding your inquiry:
      1️⃣ ​Warranty Service: All products are covered by an official warranty service (specific duration is detailed in the product manual or purchase receipt). During the warranty period, free repairs or replacements for non-human-caused quality issues are available upon presenting proof of purchase.
      2️⃣ ​Replacement Parts: Most core products are compatible with replaceable components (e.g., filters, batteries, accessories). Genuine manufacturer parts, guaranteed to be 100% device-compatible, can be purchased through our official online store, authorized offline retailers, or customer service channels.
      3️⃣ ​Post-Warranty Support: For products outside the warranty period, we continue to offer paid professional repair services and technical support. Submit your request via customer service, and we will provide the optimal solution based on the specific situation. 

 

Order & Delivery Questions

  1. How long does shipping take?
    • Generally speaking, it will take 3 to 5 days for the shipping.
  2. Can I track my order?
    • Yes, please log in to your account --- order, and track the status of the order.
  3. What is your return/exchange policy?

 

Payment & Discounts

  1. What payment methods do you accept?
    • We are committed to providing a flexible and secure payment experience. Currently, the following payment methods are supported:
      ✅ Credit/Debit Cards:
      We support international mainstream card types such as Visa, Mastercard, American Express, and UnionPay cards. It also includes commonly used local bank transfer payments and online payments.
      Payments are encrypted in real-time (certified by SSL/TLS 1.2+), ensuring the security of transaction information.
      ✅ E-wallets:
      For domestic users: Alipay, WeChat Pay, Cloud QuickPay.
      For overseas users: PayPal, Apple Pay.
      E-wallet payments are credited immediately.
  2. Do you offer discounts or promotions?
    • We have always highly valued the long-term support from our users and regularly roll out a diverse range of discounts and promotions:
    • 🎁 Limited-time Promotions:
    • Seasonal Events: During festivals such as the Water Splashing Festival, our anniversary celebrations, and other traditional holidays, we will sporadically offer store-wide promotions where customers can get a discount when their total purchase reaches a certain amount.
    • Membership Day: On the 15th of each month, VIP members can enjoy exclusive discounts (some products are available at up to 50% off).
    • First Order Benefits: Newly registered users will be given a 50-off coupon right away.
    • 🔔 Targeted Offers:
    • Users who subscribe to our email or SMS notifications can get the pre-sale links and exclusive promo codes 48 hours in advance.
    • Repeat customers can enjoy the "Returning Customer Privilege". 
  3. Are there benefits to joining your loyalty program?
    • The brand loyalty program, "Green Pets Club", aims to offer exclusive benefits to our long-term customers. For more detailed information, please check Green Pets Club

 

Customer Support & Assistance

  1. What should I do if my product arrives damaged?
    • Please contact our customer service team.
      Line: 0629088712
      Email: greenpetsservice@outlook.com

  2. Do you have a helpline or live chat?
    • Thank you for your inquiry! We currently do not offer telephone customer service hotlines or real-time chat services. However, we fully recognize the importance of instant communication, and these features are currently under development and planned for implementation. We sincerely appreciate your understanding and continued support!
  3. Can you recommend products for my pet’s specific needs?
    • Thank you for recognizing the value of personalized pet care! We understand that every pet has unique needs, which is why we provide scientifically tailored recommendation services to help you accurately match products to your pet’s specific requirements. For further assistance, please contact our dedicated customer service team via Line or email.