Frequently Asked Questions

Welcome to the Westpawpets Help Center. Below you’ll find helpful information about placing orders, payment options, shipping and delivery, order modifications, cancellations, tracking, and after-sales support.

If your question is not addressed here, please reach out to our Customer Support team at support@westpawpets.com. When contacting us about an existing purchase, please include your Order Number and the email address used at checkout so we can assist you more efficiently.

1. Orders and Payments

How can I use a discount or promotional code?

If you have a valid promotional code, it must be applied during checkout before your order is submitted.

To redeem a code:

1. Add the products you would like to purchase to your shopping cart.

2. Open your cart and proceed to checkout.

3. On a mobile device, you may need to expand the “Show order summary” section to locate the promotional-code field.

4. On desktop, the promotional-code box will typically appear in the order summary area.

5. Enter your code and select the option to apply it.

6. Check that the discount has been reflected in your order total before completing payment.

Promotional discounts generally cannot be added to an order after checkout has been completed. We therefore recommend reviewing your order summary carefully before submitting payment.

What payment methods are available?

Depending on your location and the options displayed at checkout, Westpawpets may accept payment through:

• PayPal

• Visa

• Mastercard

• American Express

• Discover

• Diners Club

• Apple Pay

• Google Pay

• Other supported credit or debit cards

The payment options available to you may differ based on your country or region, device, transaction currency, and the payment services supported at the time of purchase.

What is the shipping fee?

Standard international shipping is generally charged at $5.99 USD.

In certain circumstances, the actual shipping charge may vary according to the destination, order characteristics, or promotional campaigns available at the time.

Any applicable shipping fee will be clearly displayed during checkout before you authorize payment.

2. Shipping and Delivery

Does Westpawpets offer international shipping?

Yes. Westpawpets offers international delivery for products available through our store.

Orders may be dispatched from different regional or international fulfillment facilities. When possible, we select an appropriate fulfillment location according to product availability and the customer’s delivery destination.

As a result, the origin of a shipment may differ from one order to another.

How long should delivery take?

Once an order has completed processing and has been dispatched, standard delivery generally takes approximately 10–20 business days.

This timeframe is an estimate rather than a guaranteed delivery date.

Actual delivery times can be influenced by factors including:

• Destination country or region

• Customs inspections or clearance procedures

• Local postal or courier operations

• Public holidays

• Severe weather

• Transportation disruptions

• Other circumstances beyond our reasonable control

We appreciate your understanding when external logistics conditions affect normal delivery schedules.

How do I track my package?

After your order has been dispatched, we will normally send a shipping-confirmation email to the email address provided during checkout.

The notification should include either a tracking number or a tracking link.

You may use this information to follow your parcel through:

• The website of the assigned shipping carrier; or

• An international parcel-tracking platform such as 17TRACK.

Tracking information may not become active immediately after shipment, so please allow some time for the courier’s system to update.

Why hasn’t my tracking status changed?

It can take approximately 24–48 hours after dispatch for tracking information to first appear in the carrier’s system.

During international transportation, it is also possible for tracking to remain unchanged for several days while the parcel is:

• Traveling between distribution facilities

• Moving between countries or regions

• Being processed by customs

• Transferred between international and local delivery partners

A temporary gap in tracking updates does not necessarily mean the shipment has stopped moving or has been lost.

Why did only part of my order arrive?

Orders containing multiple products may sometimes be divided into two or more separate shipments.

This may happen when products are stored at different fulfillment facilities or when shipping items separately allows part of your order to reach you sooner.

Separate parcels may:

• Have different tracking numbers

• Be shipped by different logistics partners

• Arrive on different dates

When separate tracking information is available, it will generally be sent to the email address associated with your order.

Before reporting an item as missing, please review your shipping-confirmation emails to see whether additional tracking numbers were issued.

3. Changes and Cancellations

Can I correct my shipping address after placing an order?

If you notice an error in your delivery address, please contact us as soon as possible.

Email support@westpawpets.com with the subject:

Urgent: Address Change

Please include:

• Your Order Number

• The email address used to place the order

• Your complete corrected shipping address

• An updated telephone number or any other relevant delivery information, if applicable

Our team will make reasonable efforts to update your details before the order enters shipment processing.

However, address changes are not guaranteed.

If the parcel has already been dispatched or handed over to the shipping carrier, we may no longer be able to modify the delivery information. In this situation, you may need to contact the carrier directly regarding available delivery options.

Can I change the item, quantity, color, or size in my order?

Requests to modify an order are highly time-sensitive.

Please contact support@westpawpets.com immediately using the subject:

Urgent: Order Change

Your request should include:

• Your Order Number

• The email address associated with the order

• A clear description of the change you would like to make

We may be able to make adjustments only while the order has not yet entered the fulfillment, packing, or shipping process.

Because orders can move into processing shortly after they are placed, submitting a modification request does not guarantee that the requested change can be completed.

Can I cancel an order after placing it?

An order may qualify for cancellation only if it has not yet been processed or dispatched.

To submit a cancellation request, contact support@westpawpets.com as soon as possible and provide:

• Your Order Number

• The email address used during checkout

Where permitted under the applicable store policy, administrative or payment-processing costs may be deducted from the amount refunded.

Once an order has already been dispatched, it can no longer be cancelled through our standard cancellation procedure.

Please note that sending a cancellation request does not mean the order has been cancelled. Your cancellation is considered effective only after our Customer Support team confirms it to you in writing.

4. Damaged, Defective, Missing, or Incorrect Items

What should I do if my order arrives damaged?

If your product appears to have been damaged during transportation, please contact us promptly at support@westpawpets.com.

To help us investigate the issue, include:

• Your Order Number

• The email address used at checkout

• Clear photographs or a short video showing the damage

• A photograph of the shipping label on the outside of the parcel

• A brief explanation of the condition of the package and product when they arrived

Providing clear supporting evidence allows our Customer Support team to review the situation more effectively and determine an appropriate resolution in accordance with the applicable store policy.

What if I believe my product has a manufacturing defect?

If you believe an item has a manufacturing, structural, or similar product defect, please email support@westpawpets.com.

Include the following information:

• Your Order Number

• Your checkout email address

• A detailed description of the suspected defect

• Clear photographs or video footage showing the issue

Our team will review the information provided and may request additional photographs, videos, or details when necessary to properly assess the claim.

The appropriate remedy will depend on the nature of the issue and the relevant Westpawpets store policy.

What should I do if an item is missing or I received the wrong product?

Please contact our Customer Support team promptly if:

• Your parcel does not contain all of the products or components you ordered; or

• The item delivered is different from the product listed in your order confirmation.

Send your request to support@westpawpets.com and include:

• Your Order Number

• The email address used for the purchase

• Details of the missing or incorrect item

• Clear photographs of the product and packaging you received

• A photograph of the shipping label, where available

Please keep in mind that orders containing multiple items may be shipped in separate packages.

Before submitting a missing-item claim, we recommend checking your shipping-confirmation emails for any additional tracking numbers or shipment notices.

5. Order Confirmations and Customer Communications

I didn’t receive my order-confirmation email. What should I do?

First, please check your:

• Spam folder

• Junk folder

• Promotions folder

• Other automatically filtered email folders

You should also confirm that the email address entered during checkout was correct.

If you are still unable to locate your order confirmation, contact support@westpawpets.com and provide:

• The name entered on the order

• The email address you believe was used during checkout

• Any available order, transaction, or payment details that may help us identify the purchase

Our Customer Support team will make reasonable efforts to locate the order and resend the confirmation where possible.

Why haven’t I received a tracking number?

Tracking information is generally issued within approximately 1–2 business days after the order has been processed for shipment.

Automated shipping emails can occasionally be redirected to spam or junk folders, so please check these folders before contacting us.

If more than two business days have passed since you received confirmation that your order was processed and you still have not received tracking information, please email support@westpawpets.com for assistance.

6. Contact and Company Information

For questions relating to orders, payments, shipping, delivery, tracking, products, or after-sales support, you can contact us using the information below.

Brand Name: Westpawpets

Company Name: Alxin Hong Kong Limited

Support Email: support@westpawpets.com

Customer Service Phone: +1 (424) 424-5486

Company Address:
Unit 605, 6/F, Wing On Plaza
62 Mody Road, Tsim Sha Tsui
Kowloon, Hong Kong

When contacting Customer Support regarding an existing purchase, please include your Order Number and checkout email address whenever possible. This information helps us identify your order and handle your request more efficiently.