Welcome to the East Pets LLC FAQ page. Below you’ll find answers to some of the most common questions about our products, ordering process, shipping, payments, returns, and customer support.
If you need further assistance, please contact us at support@eastpetsllc.com.
General Questions
Q. What is East Pets LLC?
A. East Pets LLC is a U.S.-based online store offering a wide selection of pet products for dogs and cats, including Dog Essentials, Cat Essentials, Pet Toys, Pet Clothing, and Pet Accessories.
Q. Where are you located?
A. 1193 1st Ave, New York, NY 10065, United States
Q. How can I contact customer support?
A. Business Email: support@eastpetsllc.com
Business Phone: +1 646-360-2547
Q. What are your customer service hours?
A. Monday – Friday, 9:00 AM – 6:00 PM (Eastern Time – ET)
Orders
Q. How do I place an order?
A. Browse our website, add your preferred products to your shopping cart, and complete your purchase through our secure checkout.
Q. Will I receive an order confirmation?
A. Yes. Once your order has been successfully placed, an order confirmation email will be sent to the email address provided during checkout.
Q. Can I modify or cancel my order?
A. Orders may be modified or cancelled within 24 hours of purchase. Please contact us as soon as possible if you require assistance.
Q. Can I purchase multiple products in one order?
A. Yes. Multiple products may be purchased within a single order, subject to product availability.
Shipping & Delivery
Q. Do you deliver within the United States?
A. Yes. We currently ship to addresses throughout the United States.
Q. How long does delivery take?
A. Within USA:
- Handling Time: 1–2 Business Days
- Transit Time: 3–4 Business Days
- Total Delivery Time: 4–6 Business Days
Q. What is your order cut-off time?
A. 6:00 PM (Eastern Time – ET)
Q. How much does shipping cost?
A. Within USA:
- Free Standard Shipping on orders over $100.
- Flat Rate Shipping: $15 for orders under $100.
Q. Will I receive tracking information?
A. Yes. Tracking information will be provided where available after your order has been dispatched.
Q. What happens if I enter an incorrect delivery address?
A. Customers are responsible for providing accurate shipping information. Incorrect or incomplete addresses may result in delivery delays or additional shipping charges.
Products
Q. What product categories do you offer?
A. Our product categories include:
- Dog Essentials
- Cat Essentials
- Pet Toys
- Pet Clothing
- Pet Accessories
Q. Are product dimensions and specifications provided?
A. Yes. Product pages include dimensions, specifications, materials, and other relevant product information where applicable.
Q. Will the product look exactly like the photographs?
A. Product images are provided for reference. Colours and appearance may vary slightly due to lighting, photography, manufacturing updates, or screen settings.
Q. How do I choose the correct size?
A. Please review the size guide and product dimensions provided on the product page before placing your order.
Payments
Q. What payment methods do you accept?
A. Available payment methods may include:
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- JCB
- UnionPay
- Google Pay
- Amazon Pay
The payment methods displayed during checkout may vary depending on your location and device.
Q. What currency do you use?
A. All prices are displayed in United States Dollars (USD $).
Q. Is my payment information secure?
A. Yes. Payments are processed using secure payment systems designed to help protect your payment information during checkout.
Returns & Refunds
Q. What is your return period?
A. Eligible items may be returned within 30 days of the delivery date.
Q. Who pays for return shipping?
A. Customers are responsible for return shipping costs for change-of-mind returns. If an item arrives damaged, defective, or incorrect, a prepaid return shipping label may be provided after review.
Q. Do you charge a restocking fee?
A. No. We do not charge any restocking fees for approved returns.
Q. Can I return used products?
A. Used products are generally not eligible for return unless they arrive damaged, defective, or incorrect.
Q. How long do refunds take?
A. Approved refunds are generally processed within 12 business days after the returned item has been received and inspected.
Q. Do you offer exchanges?
A. We do not currently offer direct exchanges. If you require a different product, please return the eligible item and place a new order separately.
Customer Support
Q. What information should I provide when contacting support?
A. Where applicable, please include:
- Your order number
- Product name
- A description of your enquiry
- Photographs of the item (if applicable)
Q. How quickly will I receive a response?
A. We aim to respond to enquiries as promptly as possible during our normal customer service hours.
Contact Information
Business Name: East Pets LLC
Business Email: support@eastpetsllc.com
Business Phone: +1 646-360-2547
Business Address: 1193 1st Ave, New York, NY 10065, United States
Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (Eastern Time – ET)
Order Cut-Off Time: 6:00 PM (Eastern Time – ET)