Contact Us

Thank you for visiting East Pets LLC.

If you have questions about our products, an existing order, shipping, delivery, payments, returns, refunds, tracking, or other store-related matters, please contact us using the information below.

Get in Touch

Email

support@eastpetsllc.com

You can email us regarding:

Product questions
Order assistance
Shipping or delivery
Returns and refunds
Payment questions
Damaged, defective, or incorrect items
General store enquiries

Phone

+1 646-360-2547

Phone support is available during our regular customer service hours.

Business Address

East Pets LLC
1193 1st Ave
New York, NY 10065
United States

Customer Service Hours

Monday–Friday
9:00 AM–6:00 PM Eastern Time (ET)

Messages received outside normal customer service hours may be reviewed on the next business day.

Order Cut-Off Time

Our current daily order cut-off time is:

6:00 PM Eastern Time (ET)

Orders placed after the cut-off time may begin processing on the next business day.

Please review our Shipping Policy for complete processing and delivery information.

Before Contacting Us About an Order

To help us review your request efficiently, please include the following information where applicable:

Your full name
Order number
Email address used for the order
Product name
Brief description of your question or issue
Clear photographs where applicable

If you are contacting us about a damaged, defective, incorrect, or missing item, photographs of the product and packaging may help us review the issue.

Do Not Send Sensitive Payment Information

Please do not send:

Full credit or debit card numbers
Card security codes
Online banking passwords
Other sensitive payment credentials

Payment information should only be entered through the secure checkout process available on our website.

Product Questions

If you need help understanding a product, please include the product name or product page when contacting us.

We may assist with information shown on the product page, including:

Product type
Materials
Color
Features
Intended use
Pet suitability
Care information
Safety information

Order Assistance

For questions about an existing order, please provide your order number and the email address used during checkout.

We can assist with available information regarding:

Order status
Processing
Shipping
Tracking
Delivery
Returns
Refunds

Shipping & Delivery Questions

Our current standard U.S. shipping information includes:

Processing Time: 1–2 business days
Estimated Transit Time: 3–4 business days
Estimated Total Delivery: 4–6 business days
Free Standard Shipping: Orders over $100 USD
Standard Shipping: $15 on orders below $100 USD

Please refer to our Shipping Policy for complete information.

Returns & Refunds

Eligible products may be returned within 30 calendar days of delivery, subject to the conditions in our Returns & Refund Policy.

Approved refunds are generally processed within 12 business days after the returned item has been received and inspected.

For return assistance, please contact us before sending an item back.

Damaged, Defective, or Incorrect Items

If you receive an item that appears damaged, defective, or different from what you ordered, please contact us as soon as possible.

Include:

Order number
Product name
Description of the issue
Clear photographs of the item
Photographs of the shipping packaging where applicable

Please wait for instructions before sending the product back.

Order Tracking

Tracking information may be available after your order has been dispatched.

You can also use our Track Your Order page to review available tracking information.

Carrier tracking information may take some time to update after shipment.

Response Time

We aim to review customer enquiries as soon as reasonably possible during our regular customer service hours.

Response times may vary depending on:

Enquiry volume
Type of request
Information required
Carrier or payment-provider information needed to investigate an issue

Social Media

You can also follow East Pets LLC through our official social media pages:

Social media channels may be used for store updates, product information, and announcements.

For order-specific or account-related assistance, please contact us directly by email or phone rather than posting personal order information publicly.

Contact Information