FAQs

Contacting the Pet Oasis Emporium Team

For any inquiries or assistance, please don't hesitate to contact our customer service team via email at support@petoasisemporium.com. We are dedicated to providing you with the utmost support and ensuring your satisfaction.

Shipping Information

We offer worldwide shipping from our warehouse located in Hong Kong. Please be advised that during holidays and sale seasons, order processing may take slightly longer. Orders are processed between Monday and Friday, with a processing time of 1-3 business days from the order date. Shipping takes place on the following business day, excluding weekends.

Order Changes and Cancellations

To accommodate our commitment to swift order processing, any changes or cancellations must be requested within 12 hours of placing your order. Requests made after this time frame will not be accepted. If you wish to modify or cancel your order after the specified period, you can arrange for a full refund upon returning the received items.

Payment Methods

We accept all major credit cards (VISA, Mastercard, AMEX) as well as PayPal payments in various currencies, including AUD (Australian Dollars), British Pound (GBP), USD (United States Dollar), and more, for your convenience.

Delivery Timeframe

Due to an overwhelming demand for our products, shipping times may range from 2-4 weeks. We assure you that your order will be worth the wait.

Order Non-Delivery and Refunds

In the rare event that you do not receive your order within 30 days after shipping, you are eligible for a full refund. Our priority is ensuring your satisfaction and addressing any issues promptly.

Customs and Taxes

Please note that displayed prices on our site are tax-free in AUD (Australian Dollars), GBP (British Pound), USD (United States Dollar), and other accepted currencies. Import taxes, duties, and customs fees may apply upon reaching the final destination, as determined by your local customs office. Such charges and taxes are your responsibility and will not be covered by us. We advise you to contact your local customs office for further details.

Returns and Defective Items

If you wish to initiate a return, please contact us at support@petoasisemporium.com. In case of defective, incorrect, or damaged merchandise, please provide your order number and relevant photographs for prompt resolution. We are committed to addressing such issues as quickly as possible.

Refund Processing

All refunds will be credited to your original form of payment. For credit or debit card payments, refunds will be processed by the card-issuing bank within 7-10 business days upon receiving the returned item or cancellation request. If you have any inquiries regarding your refund, please contact your card-issuing bank for further assistance.

We are here to provide you with exceptional service and ensure your shopping experience at Pet Oasis Emporium is enjoyable and hassle-free. Should you require any assistance or have additional questions, feel free to reach out to our customer service team. Your satisfaction is our utmost priority.