FAQ
Welcome to the HuaPetYi Help Center. We've compiled answers to the questions customers ask most often about our products, orders, shipping, and customer support.
If you cannot find the information you need, please contact our support team at support@huapetyi.com. To help us assist you more efficiently, please include your Order Number and the email address used when placing your order.
1. Orders & Payments
How do I apply a discount code?
Applying a promotional code is simple.
- Add your favorite pet products to your shopping cart.
- Proceed to checkout.
- Locate the Discount Code or Promo Code field.
- Enter your code and click Apply.
- Once the discount has been applied, complete your payment using your preferred payment method.
On mobile devices, you may need to expand the order summary before the discount field becomes visible.
Which payment methods do you accept?
We support secure payments through several trusted payment providers, including:
- PayPal
- Visa
- Mastercard
- American Express
- Discover
- Diner's Club
- Apple Pay
- Google Pay
Available payment options may vary depending on your country or region.
How much is shipping?
Our standard shipping fee is generally USD $5.99.
Shipping costs may vary depending on your delivery destination, shipping method, or promotional offers. The final shipping fee will always be displayed during checkout before payment is completed.
2. Shipping & Delivery
Do you ship internationally?
Yes.
HuaPetYi ships to customers in many countries and regions worldwide. Orders are fulfilled through our logistics network to provide reliable international delivery.
How long does delivery take?
After your order has been processed and shipped, estimated delivery usually takes 10–20 business days.
Delivery times may vary depending on destination, customs clearance, weather conditions, and local courier services.
How can I track my order?
Once your package has been shipped, you will receive a shipping confirmation email containing your tracking number.
You can use this tracking number on popular parcel tracking websites to monitor your shipment.
My tracking information hasn't updated. Is that normal?
Yes.
Tracking information may require 24–48 hours after shipment before courier systems update the first scan. During international transit, tracking may temporarily remain unchanged until the package reaches the next processing facility.
Why did my order arrive in multiple packages?
Orders containing multiple products may be shipped separately from different fulfillment centers to improve delivery efficiency.
If this occurs, each shipment will have its own tracking number, which will be sent to you by email.
3. Order Changes & Cancellations
Can I change my shipping address after placing an order?
If your order has not yet been shipped, we will do our best to update your delivery information.
Please contact support@huapetyi.com immediately with the subject line:
Urgent: Address Change
Include the following information:
- Order Number
- Order Email Address
- Updated Shipping Address
Once an order has been dispatched, address changes are generally no longer possible.
Can I modify the items in my order?
If your order has not entered processing, product changes may still be possible.
Please email support@huapetyi.com as soon as possible with:
- Order Number
- Email Address
- Details of the requested changes
Modification requests cannot be guaranteed once warehouse processing has begun.
How do I cancel an order?
Orders may be cancelled before shipment.
After processing has started, cancellation may no longer be available, and a handling fee may apply where permitted.
Orders that have already been shipped cannot be cancelled.
4. Product Support
My package arrived damaged. What should I do?
We're sorry your order was damaged during transit.
Please contact support@huapetyi.com as soon as possible and provide:
- Order Number
- Order Email Address
- Photos or videos showing the damaged product
- A photo of the shipping label on the package
We'll review your case and work toward an appropriate solution.
I received a defective product.
If you believe your product has a manufacturing defect, please email us with:
- Order Number
- Email Address
- Description of the issue
- Clear photos or videos showing the problem
Our support team will review the information and provide the appropriate assistance.
I received the wrong item or something is missing.
If your order is incomplete or contains an incorrect product, please contact us promptly with:
- Order Number
- Email Address
- Photos of the item received, or a description of the missing item(s)
We'll investigate the issue and help resolve it as quickly as possible.
5. Account & Order Notifications
I didn't receive my order confirmation email.
Please check your Spam, Junk, or Promotions folder first.
If you still cannot locate the email, contact support@huapetyi.com, and we'll resend your order confirmation after verifying your purchase information.
I haven't received a tracking number.
Tracking information is normally sent within 1–2 business days after your order has been processed.
If this period has passed, please check your spam folder before contacting our customer service team.
6. Company Information
Brand Name: HuaPetYi
Company: HONGKONG FEIYIN LIMITED
Email: support@huapetyi.com
Customer Service Phone: +1 (689) 362-0979
Business Address: Room S032, 2/F, The Capital, 61-65 Chatham Road South, Tsim Sha Tsui, Kowloon, Hong Kong