Here are some frequently asked questions that you may find helpful when purchasing from our site. If you have any additional questions, don't hesitate to contact us at orders@caspersrescueshop.com!

  • How secure is my order? When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

  • What if I provided the wrong email address by accident? Please email us at orders@i-heart-pets.com, and we will update your email address. We can change your email, name, and address but we cannot change your order. 

  • Are there any exchange rates? All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction. 

  • What payment methods do you accept? We accept all major credit cards (VISA, Mastercard, AMEX), PayPal, Apple Pay, Google Pay, and Amazon Pay. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.

  • Can I use several discount codes in one order? Unless otherwise stated, only one promotion or discount code can be used at a time.

  • How do I change or cancel my order? Any orders that have already been packed or shipped cannot be cancelled. If it has not been packed or shipped yet, we will do our best to change or cancel your order. In such cases where we are able to change or cancel the order, we will issue any credits to the original payment method.

  • How do I track my order? We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number one day after your order has shipped.

  • When will my order be processed? All orders are handled and shipped out from one of our overseas warehouse partners. We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. Additionally, please allow extra time for your order to be processed during holidays and sale seasons. Please email us at orders@i-heart-pets.com if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

  • When will my order arrive? All orders are handled and shipped out from one of our overseas warehouse partners. For the United States, you can expect your package to arrive in 10-25 business days. For Canada, the United Kingdom, and Australia, you can expect your package to arrive in 12-30 business days. For all other countries, expect slightly longer. Please note that these are estimated delivery times. Please allow extra time for your order to arrive during holidays and sale seasons.

  • What if I'm missing an item in my order? If you notice something is missing, please email orders@caspersrescueshop.com and we will look into the issue.

  • How do I return an item? Your satisfaction is important to us! Please read our Refund Policy for all information concerning returning an item.

  • How do you donate? Please visit our How We Donate and Terms of Service pages for more information.