Here are a few of the questions we get the most. If you don’t see what’s on your mind, reach out to us anytime on phone or chat.
Shipping &Delivery
Where do you ship to?
PetBW supports air or sea shipping to most countries/regions around the world. For more information, please contact info@petbw.com
Tax and Fee Policy？
Due to varying customs duties and risk factors across countries, PetBW charges a standard tax fee ranging from USD $30 to $50 per order.
Shipping fees are calculated based on the chosen logistics method—whether air freight or sea freight.
For detailed information on taxes and shipping costs, please contact our customer service at service@petbw.com.
What shipping options are available?
At PetBW, we carefully match shipping methods based on product attributes such as size and weight to ensure cost-effective and timely delivery. Our platform supports three main logistics options: economy air freight, sea freight, and combined air-sea freight.
Order Shipping Scenarios:
Air Freight Only
If all products in an order are suitable for air freight, we use air shipping logistics. Typical delivery time is around 15 days, including production, packaging, inspection, and shipping (total may vary between 15-20 days).
Mixed Air and Sea Freight (Air & Sea Products)
For orders containing both air- and sea-freight-appropriate items, we prioritize sea freight to optimize costs. Delivery time is approximately 40 days, depending on actual shipping schedules.
Products Suitable for Both Air and Sea Freight
If the order includes items eligible for either air or sea freight, we choose air freight to prioritize faster delivery times.
For any shipping inquiries or customized logistics solutions, please contact our support team at service@petbw.com.
What should I do if my order is delayed?
If your order is delayed, please contact our customer service team. We can provide updates and assist with expediting the delivery.
Why was my order divided into two or more packages?
Orders may be split into multiple packages to reduce shipping costs or expedite delivery. If this happens, you’ll receive separate tracking information for each package
Where can you check the logistics track of your order?
You can check the logistics track of your order on the website https://www.17track.net/ or track the logistics track on your order page. The order logistics information is updated in real time.
PetBW Refund Policy
At PetBW, we value your satisfaction and strive to provide a risk-free purchasing experience for our wholesale buyers.
Refund Terms:
72-Hour Full Refund Guarantee: You may request a full refund within 72 hours of payment—no questions asked.
Refund Method: Approved refunds will be processed back to your original payment method within 5-7 business days.
After 72 Hours: Refunds will not be available once the 72-hour window has passed, as orders are processed directly with manufacturers for production and shipping.
Order Cancellation: If you wish to cancel, please contact our customer support team promptly within the refund window.
For any inquiries, please reach out to sevicet@petbw.com with your order details.
Orders & Payments
What payment methods do you accept?
We accept the following payment methods:
PayPal
Credit Card
Important: When making the bank transfer, please include your order number in the payment reference. After the transfer, kindly send us the payment receipt (bank remittance slip).
All payments are processed securely to ensure your information is protected.
Is there a minimum order quantity (MOQ)?
Minimum Order Value: Orders must meet a minimum of USD $600 to be processed.
Free Shipping for Sea Freight Orders: For sea freight delivery, orders totaling USD $2,800 or more qualify for free shipping.
Orders Below Free Shipping Threshold: Sea freight orders under $2,800 will incur standard shipping charges.
For detailed shipping options and delivery timelines, please contact sevice@petbw.com.
Can you provide an invoice or proof of payment?
Yes, we provide invoice information for every order.
Steps to Obtain an Invoice:
1. Go to your personal account dashboard and find the Orders section, along with the order you need the invoice for.
2. View the invoice details.
3. Click Download Invoice to get your invoice.
Note: If you cannot find your invoice, feel free to contact our customer support center for assistance.