FAQs
Hello Pet People.
Here are a few frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged.
Any questions related to after sales, please attach the Model No. and PN code to facilitate a quick response. The Model No. can be found on the product or the package, while the PN code can be found in the battery compartment (some feeder models) or on the product package.
Q. Where is your company located?
Our office is located at 1135 Walsh Ave, Santa Clara, California.
Q. Where do you ship from?
We ship from our partnered warehouses across the State. Please expect your items to be shipped separately (if you order more than one item) as different warehouses specialize in different areas of manufacturing.
Q. How long will it take for my items to arrive?
Ships from the shop within 2 business days. Transit time for standard shipping is 3–4 business days. Estimated arrival time is within 8 business days of the customer’s order.
In peak periods like holidays, Black Friday and Cyber Monday, please allow up to 5 business days for dispatch.
Pre-orders are subject to the estimated delivery time displayed on the product page.
Q. Do you ship Worldwide?
Our official Petlibro website and Amazon can ship to the USA, Canada, United Kingdom, Germany, and other EU regions (including Austria, Belgium, France, Germany, Italy, Netherlands, Poland), Japan.
For non-US customers, they may visit their region’s corresponding website store for more information:
CA - https://ca.petlibro.com
UK - https://uk.petlibro.com
DE - https://de.petlibro.com
FR - https://fr.petlibro.com
JP - https://jp.petlibro.com
We are actively developing other regional markets, so feel free to subscribe to our newsletters for timely information.
Q. How much does shipping cost?
Standard shipping for contiguous United States: free for orders on $75 USD and up; $9.99 USD for orders $35 USD–$74.99 USD; $5.99 USD for orders $10 USD–$34.99 USD; $3.99 USD for orders $0 USD–$9.99 USD.
Standard shipping for Canada: free for orders on $100 CAD and up; $13.99 CAD for orders $50 CAD–$99 CAD; $7.99 CAD for orders $0 CAD–$49.99 CAD.
Q. Where are your products made?
Currently, we manufacture in China, taking great care to choose partners who share our values. That means prioritizing quality, worker safety, fair wages and benefits, and minimizing environmental impact.
Q. Will I receive a confirmation number when I place my order?
Yes, all customers will receive an order number after placing their orders. Please contact us if you don't receive one within 24 hours.
Q. Who can I contact if I have a problem with my order?
All inquiries can be forwarded via contact us page.
Q. How can I pay?
We accept all Major Credit Cards and Paypal.
Q. Is Checkout on this site safe and secure?
You can be absolutely sure that all purchases here are safe and secure, as they are all SSL-encrypted to protect your data.
Q. If I enter my email address will you sell my information?
We do not sell our customers information. Emails are strictly for following-up and to send newsletters of our promotions and coupons for discounts.
