FAQs
Q1 Contact Information
Q1 How can I contact Petempo?
A1 After-Sales Support: service@petempo.com
Wholesale Support: service@petempo.com
Q2 About Shipping
Q2.1 Why hasn't my order been shipped yet?
A2.1 After you place an order, we will process the order within 24 hours during the business days. If the order is not processed for a long time, please contact us at service@petempo.com for any additional shipping questions.
Q2.2 In which countries/regions can I purchase?
A2.2 You can currently order Petempo products in the United States, United Kingdom, Australia, New Zealand, Europe.
Q2.3 Why have I not received my package?
A2.3 Due to the New Crown Pneumonia (COVID-19) epidemic, the delivery time of local logistics companies and the expected deviation may be delayed if the address is in a suburban or remote area. For any other inquiries, please contact us at service@petempo.com for any help.
Q3 About Order
Q3.1 Can I cancel or make changes to an order?
A3.1 Please contact Customer Support at service@petempo.com.
Q3.2 How to change shipping address?
A3.2 If you placed you order with a wrong address, please contact us to help you to change as soon as possible. Please kindly note that you can only change the address before your purchase is shipped.
Q3.3 I ordered more than one item. Will they all be delivered at the same time?
A3.3 We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped,you will receive a shipment notification email.
Q3.4 What do I do if my order arrives damaged?
A3.4 Please contact Customer Support at service@petempo.com. We may request pictures in order to file a damage claim on your behalf. Example: a picture of the box and/or damaged item(s).
Q3.5 What do I do if I did not receive my order?
A3.5 In the event, you did not receive your order or if the tracking information states 'DELIVERED' and you have not received the order, please contact Customer Support at service@petempo.com.
Q4 About Payment
Q4.1 What methods of payment can I use?
A4.1 Our website accepts Paypal, and Paypal credit cards.
Q4.2 Why was my credit card declined?
A4.2 Please make sure your card details and personal information have been entered correctly. The following are some of the most common reasons why your credit card may be declined.
- You have not made a payment to your credit card issuer.
- That you do not have enough funds on your card to complete your purchase.
- you are making a purchase of a restricted item, such as an electronic cigarette or adult toy.
- The card has expired or the new card has not been activated.
- A partial system timeout.
- your card has been stolen or lost.
Can't see the credit card option? Credit card payments are only available in certain countries where our intermediaries are located. If you are unable to use a credit card, you can still choose another payment option, such as PayPal.
We do not have access to your credit card information, so if the problem persists, we recommend that you complete the transaction using another credit card or payment method.
Q4.3 Why do I need to verify my identity when I pay by credit card?
A4.3 If we ask you to verify your identity, it is to protect the security of your account and to prevent fraud. You will receive an email from service@petempo.com to request verification of your identity.
Please reply and attach the following documents to the same email.
- A picture or scanned copy of your credit card showing only its last 4 digits and the cardholder's name.
- A picture or a scanned copy of your driver's license, passport or national identity card.
Please fill in your personal information (date of birth and similar information) and your ID/passport/driver's license number.
The information submitted will only be used to verify the authenticity of the cardholder's identity and will not be shared or sold to third parties.
Contact Petempo
Email:service@petempo.com
Email Reply Time: 9am to 6pm, From Monday to Friday(Hong Kong time zone).
We look forward to responding to your inquiry within 48 hours of the business day.
Telephone:
+852 81916599
Telephone Reply Time: 8pm to 5am, From Monday to Friday(Hong Kong time zone).
Business Information
Company in Hong Kong: SUI CHENG LIMITEDAddress: Room 38, 11/F, Meeco Industrial Building, 53-55 Au Pui Wan Street, Fotan, Shatin, N.T., Hong Kong
Please note that this is NOT a return address.