Help Center

Shipping costs depend on order weight and destination. They will be calculated during check out. Unless your cart exceeds the amount of $59! Then you'll get your order right on your doorstep free of charge for shipping! It must be mentioned, that, if you have an account applied and the amount goes below $59, a shipping charge will be applied.

We have items we charge shipping for and items that qualify - no matter the price tag of the product - for Free Shipping, right from the beginning, without crossing our $59 threshold, where any shipping fee is waived. You can usually see if the item qualifies for Free Shipping or not at the headline, at the top of the product page. If its saying "Free Shipping Worldwide" , then no shipping charge is applied.

We ship your orders from various international warehouses (US, Canada, Malaysia and Singapore). Our stock is spread out over multiple fulfillment centers in order to grant a fast receiving. This means, orders containing multiple items may be shipped separately. You may receive one item before the next. So don't panic, if you don't receive all of your items at once…they are on the way. Therefore, the partial shipment could be applied to customers’ order.

We are providing worldwide shipping to most places in the world. However, due to the security reasons, we can’t deliver a shipment to the military area. Neither do we ship to South Africa and some countries in Latin America, as the local carriers have been proven to be unreliable and cause failed deliveries or the shipping time takes way too long.

Hey!

We do hope you are all well and staying safe, sound and healthy. The impact of this outbreak has hit many of you, and it hit us as well. We are aware that some issues have been occurring, as a result of the COVID-19 crisis. 

Possible COVID-19 impact on your order:

1) Shipping times are longer and deliveries can be delayed by up to 4-8 weeks

2) Tracking code updates take longer than usual, due to limited workforce and cargo traffic in the logistics sector. During transit times, it can take a few weeks, until the tracking code will update

We do hope that you are understanding and if there is something you want to address or enquire about, just send us an E-Mail at  contact@freakypet.com and we will do our best to help you as fast as possible.

Thank you

Your FreakyPet Team

In case you are missing any sort of E-Mail correspondence, such as your shipping confirmation E-Mail, please, especially as G-Mail user, always check your promotions TAB on the top right, next to your primary inbox. Most of our E-Mails are landing there.

Tutorial on how to whitelist our E-Mails:

Whitelist our E-Mails

United States

We ship out from multiple international warehouses. Depending on the Warehouse, demand and current stock, it usually takes 12-24 Business Days, until you'll receive your order. It depends on the location and product. Some products may require some handcrafting work in advance, that will delay the shipping by a few days.

Outside United States:

Please allow us a timeframe of 18-36 Business Days for shipping the goods to you. Exceptions are countries like Peru and South America, where shipping can take up to 58 Business Days.

We apologize for any inconviniences that may occur, as in individual cases, we may run out of stock on products we've had plenty of orders on and have to re-order them. Thus, Shipping, though infrequently, can be delayed.

Mexico and South America:

As the parcel has to travel around the entire globe, delivery can take 30-90 Business Days (90 in the worst case).

When your item has been shipped out, you will receive a confirmation E-Mail right after, along with a tracking code.

You can track your page on our page by visiting this page: https://www.freakypet.com/pages/track-order

If that should not get your results, you should try alternate tracking sites, such as:

https://global.cainiao.com/

or

https://www.trackingmore.com/

In the unlikely event, a package gets lost, we will either resend the item or refund you the full amount.

Note: International delivery to some countries and its couriers do not offer tracking codes, in some exceptional cases.

In case you've received a tracking code (read what it needs to qualify to get a code in "HOW CAN I TRACK MY ORDER?") - it will take 48-72 hours for the tracking ID to appear on the page of the carrier, for example USPS.

The reason for the time delay is caused by the fact, the first tracking event only shows up, once the shipment was handed over to us, i.e. - once the shipment has left the fulfillment center of your online store.

We have warehouses all around the globe, but most of our items are being shipped from HongKong or Singapore. That means that your order is coming from overseas and it will demand a longer delivery than a domestic delivery. Delivery times within Asia or locations nearby demand shorter delivery times - whereas - locations like Canada and South America demand the longest delivery times. 

Please check around your neighbourhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.

We will always do our best to assist you, but STORE does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact your local post office or the courier company to discuss the issue and file a claim with them.

As we do not have control once we hand out the package to the carrier, a refund will not be granted in case it is being suggested, that the parcel was not delivered.

Unfortunately, we are unable to cancel your order as it has already been shipped and you should have received a confirmation email with your tracking number. If you so wish, you may return your order for a full refund, the instructions for which, you can find in the 'Refunds' section of our website.

In case you are from the UK and you were unsuccessful tracking your parcel on our page or straight on www.17track.net or on other tracking pages, please try http://en.4px.com/ - We mostly use this carrier for UK orders and those tracking codes can encounter issues, when trying to be tracked and traced on other tracking sites.

We accept payments via:

1) Credit Card

2) Debit Card

3) PayPal

We are using the highest security standards and all your sensitive payment information - i.e. Credit Card details - that are being transmitted during the checkout process, will be encrypted. So you don't have to worry, that any unauthorized party will get access to your payment details.

All our products are listed in US Dollar. If you are paying in a different currency, currency exchange fees might be applied.

We offer you a 30-day refund guarantee, given the following cases:

1) You are not satisfied with your item and it derives from the product description

2) The item has arrived damaged

3) You have changed your mind for various reasons

If the item is damaged, we request you to send us photos, to prove case number 2). Once we have evaluated the case, we will E-Mail you back and approve or disapprove the refund.

We will provide you the return address, but costs for delivery are being taken by the customer.

Exceptions apply for accidental orders, where we are not held being responsible and do not offer a refund.

There are 2 clear rules, where an order is NOT ELIGIBLE for a refund:

1) When the tracking code for the order indicates that the order has been delivered, as we would otherwise open the doors widely for fraudulent practices. 

2) When it has come clear that delivery failed, due to the customer has been providing a wrong address. We will only resend the same item again to the corrected address, but we are not being held liable for such cases and will not issue a refund.

For more comprehensive information, please check our Refund & Return Policy: https://www.freakypet.com/pages/refund-policy

In case you have mistakenly ordered the wrong item or the wrong variant and the item has not yet been shipped out, please send us an E-Mail and make your corrections accordingly. 

In case it has been shipped out already, we will offer you to re-order the same exact item by sending you a private link. The price will be a fraction of the actual retail price. In those cases, we are not held being responsible and do not offer a refund. But to get you the item that you actually want, we want to give you the chance to re-order your desired item but just being charged a little.

As we are being charged for such refunds, we will apply a refund fee that varies and depends on the refund amount that has been requested. 

Please send us an E-Mail to contact@freakypet.comand express your concern , before filing a dispute / chargeback with your bank. It does cost you and us extra sweat and tears and by explaining the concern to us via E-Mail, we are trying our best to resolve the case in both parties best interest. 

Simply visit our webpage on www.freakypet.com and choose your desired products. Add them to cart and once you have them all together, click on "checkout" , fill in your contact and shipping information, proceed to the payment and either pay

1) with CreditCard

2)with PayPal

and that's it! 

You will receive a confirmation E-Mail right after, that your order has been placed.

In case you should encounter some technical issues, we are always happy to help. Just reach out via E-Mail to: contact@freakypet.com

In case you've chosen the wrong model or variant or a product accidentally got into your cart and you didn't recognize it but you'd followed through with the payment.

Please send us an E-Mail to contact@freakypet.com and make your corrections.

Corrections are only applicable, as long as your item hasn't been shipped out yet. 

According to our refund and return policy, you can make use of your 30-day money back guarantee and return the goods, if you are not satisfied with your order. Send us an E-Mail to contact@freakypet.com and we are going to provide you the return address.

 

Returning costs are being paid by the customer and once we received your items back in our warehouse, we will send you a full refund.

If you have sent us an E-Mail to contact@freakypet.com, we usually respond within 12-24 hours. The same responding times do apply, if you have reached out over our Facebook page. 

In case you will not receive a response from us within 12-24 hours, your E-Mail might have landed in OUR or YOURspam folder of the E-Mail inbox. Please check your spam folder first and make sure that you whitelist our E-Mail contact@freakypet.com

It might also happen, that it does land in our spam folder or our customer support has accidentally overlooked your E-Mail and failed to respond. We apologise dearly for such mistakes but we are humans as you are and such mistakes can occur, even though at a very low frequency. So your best bet is to just send out another E-Mail and try it once again.

You should generally receive the following E-Mails, after you made your purchase:

1) Confirmation E-Mail with all your items listed, the price, the shipping address and all essential information included

2) A shipping confirmation E-Mail (after a few days), along with your tracking code

3) A series of Welcome E-Mails, where we introduce us as a brand and our cause, that we are donating to a cat charity organisation in Latvia Riga

4) Blog & Promotional E-Mails, that might come once or twice a week.

If all those E-Mails are too much, scroll to the bottom of the E-Mail and click the button "Unsubscribe" and we will cease sending you further E-Mails.