Frequently Asked Questions

Why i received a “gateway error” message.

A “Gateway Error” indicates that the card used for purchase was declined. Your card may have been declined due to an incorrect billing address entered at the time of checkout (including the name on the card). 

If you see a pending charge on your account, it is important to note that this is not an actual charge.

I forgot to apply the coupon during checkout, can i get the money difference back?

Of course, you can, Tell us your order number, discount and your PayPal address, we will refund you the difference via PayPal.

Why didn’t i receive an order confirmation e-mail?

As soon as you check out an order, an email is automatically sent to your e-mail confirming the order. If you’re not seeing order confirmation or status updates, maybe you can have a quick look at the SPAM/JUNK e-mail folders.

If you can not find at the spam/junk, please contact us so we can look it up.

I forgot to sign into my account before i placed an order, can i link the order to my account and claim my earned rewards points?

Unfortunately, we are unable to link placed orders to existing customer accounts after the order has been placed. Alternatively, we may apply the earned rewards points from your recent order to your Specialtyshoponline account. You may contact us regarding the matter, and we will be sure to issue the rewards points to you. Please include the order number and your Specialtyshoponline account information at the time of your initial email to us.

I did not receive the tracking confirmation email, where is it?? 

A tracking confirmation email is sent within 12 hours after shipment. Please be sure to check your spam/junk folder if it does not appear in your inbox.

How can i track my order?

A: As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that, you will be able to track your order by clicking the tracking link in your shipping confirmation email. And you can when you log in to your account to track.

Please allow up to 24 hours for tracking to activate.

Please contact us immediately if you believe that an item is missing/incorrect, we will correct the issue for you. Also, be sure to include your order number, along with images of the products you received. You can reach Customer Service via Sales@bestcatdogsupplies.com

What is the difference between the billing address and the shipping addres?

The billing address should be the same address you provided to your bank when you applied for your credit/debit card; the shipping address is the one you want us to ship the order to.

Is it safe to shop at bestcatdogsupplies?

 We provide the best e-commerce service in the industry and guarantee secure payment processing at all times. Please click here to view the full details on how we protect your privacy and personal information.

When will my package shipped and when will i get it?

If the product you ordered is in stock, we will send it from our warehouse to China International Post Company on the day you place the order. If not, we will email you to change another item or refund or wait for the item you ordered restock. Generally, China International Post will pick up the package the next day after receiving the package, which will take about 4 days.

Then, China International Post will send the package to Hong Kong International Airport after receiving the package. This process usually takes 2 days. At Hong Kong International Airport, the package will be arranged to wait for the plane to your destination country. This waiting time usually lasts for 5 days ~10 days or longer, but generally no more than 20 days.

Then, after the package is scheduled to board the flight, the plane will fly to your destination country and clear the customs. This process usually lasts for 3~5 days. This time is normal time, not the abnormal time when the package is inspected by the customs and needs to provide documents, etc. Normally, this rarely happens.

Finally, after customs clearance, it will be handed over to the post office of your country and then transferred to the post office of your local city. This process will generally last for 7~10 days. Your local post office will receive the package and arrange delivery, and this process will last for 1~3 days (including weekends and holidays).

All the times are estimated times, and the specific time is determined by the time on the actual tracking information.Any one or several factors in all the above processes, such as waiting time for scheduled flight and time for customs clearance, will lead to changes in delivery time.

I want to cancel the order due to many reasons, such as no one accepts the package when I go on a trip, or the address is changed, or I left a temporary address, is that okay?

It is okay if the package is not sent out, once the package is sent out, return and refund are not accepted, because it is impossible for the international airport staff to find your package from thousands of packages and return it to us. Please understand, if you go on a trip and are not at home, you can ask your family or neighbor to collect it. If there is no family or neighbor or it is inconvenient for your family or neighbor to collect it, it is recommended that you contact the post office not to deliver it. If the address has changed, please let us know, and we will keep tracking your package‘s Information, once your package has been cleared in the destination country, we will inform you to contact the local post office to change the address.
If you insist in canceling the order, once the package has arrived at your destination country, please call the local post office to return or do not open the package after you receive it, and ensure that the package is returned to us in original condition, but you must bear the return freight.

The package has been delivered successfully, but I did not inform you in time that the address has changed and I am not there, what should I do?

I’m very sorry, this situation is entirely caused by your personal reasons, we do not accept refunds, if possible, contact the post office where you lived at the time to pick up the package.

After the package arrives, it is damaged, all the items inside are lost or one or several items are missing or replaced, what should I do?

Please contact the post office for compensation as soon as possible. If the post office is unwilling to take responsibility, we are willing to compensate you half of the purchase cost , or we will re-arrange the delivery for you or you bear the shipping cost.

The tracking information shows that it has been delivered, but I can’t find the package, what should I do?

Please contact the post office as soon as possible to figure out where the package is placed. If you have surveillance, you can check the surveillance or ask neighbors or other family members if they have seen it. If the package is stolen, it is recommended that you call the police. If you still cannot find it unfortunately and the post office is not willing to take responsibility, we are willing to compensate you half of the purchase cost or we will re-arrange the delivery for you or you bear the shipping cost.

Do I need to sign for the package in person?

Whether you need to sign the package by yourself or other family members and friends is determined by your local post office. Under normal circumstances, you do not need to sign for the package in person, and the package will be delivered to the mailbox without notifying you or other safe place.In order to ensure that the package is not stolen or placed in a corner that you cannot find, it is recommended that you sign in person. If you need to sign in person, please place the order with comments in the note area, we will help you track the package, and when the package arrives at your local post office, you will be reminded to notify the courier to give you a call.

Why has the tracking information not been updated and been freezing for couples of days?

This situation usually means that your package is waiting to arrange a flight to your destination country, or your package is being cleared by your local customs or there is a problem with the tracking website etc. Please wait patiently and inform us of the abnormality as soon as possible. We will help you query.

If your package tracking information has not been updated for a long time, such as 2 months or more, it is likely that the package was checked by the customs of the destination country and cannot be cleared normally or has been lost, we will choose to refund you half of the purchase fee or re-ship but you must pay the shipping fee.

If the package is lost before it is arranged by the plane to fly to your destination country, we will reschedule the delivery or refund you.

Does your store have a warranty?

We currently offer a 60-day after sales limited warranty for all manufacturer defective items purchased from our website, with some restrictions. The warranty period will begin once the package has been delivered in correspondence to the order’s tracking history. Once the item has been in the hands of the customer after the warranty period, the item(s) will be no longer eligible for a refund/replacement.

Can i return items on my entire order back?

Orders placed on Specialtyshoponline have a 60 Day Return Policy. We gladly accept returns of unopened, unused, undamaged, or defective items purchased on our website for a refund or exchange within 60 days of original purchase. 

Please email us if you have any questions and the more details you are able to provide, the faster the situation can be handled.

Can I directly call the bank and unilaterally force a refund without informing you or dissatisfied with your products and services or failing to reach an agreement with you?

Definetly not, we do not accept any mandatory bank refunds unless refund by ourselves,if you call the bank to force a refund, the bank will generally refund you, and we will lose the product cost and shipping fee and add a penalty, which is very unfair to us, and the behavior violates the principle of commercial fairness.

If you have any questions, you can communicate with us in advance. If you do not want to buy after placing an order, we recommend that you reject the package or return it to us after receiving the package (but the shipping fee must borne by you), we can refund the payment for unopened original packaging product returned by you under the condition of no damage.

If the product is not man-made damage, it is damaged during normal use during the product warranty period, please feel free to contact us, we will contact the manufacturer to replace the product for free, but the shipping cost must also be borne by the buyer

Any forced refund that is not based on communication is a fraud, we have the right to sue the fraudsters in court.