FAQs
Products and Services
1. How can I search items on your website?
If you’re interested in our products, you can browse our items under the “Shop All” tab! For specific items, you may search it on our search tab found at the top left corner of the Pet Friendly's home page.
2. What types of products do you sell?
We are happy to announce that we are Exclusive Distributors of Mewoofun! We will be carrying Mewoofun products as well as other International and Local brands here on our e-commerce website and our other sales outlets such as our long awaited one stop pet shop, opening Summer of 2024. Keep an eye out!
3. Do you offer pet care services?
We will be offering pet care services at our soon-to-rise one stop pet shop, opening Summer of 2024. You may follow Pet Friendly's social media accounts to keep you updated on our happenings!
Shipping and Delivery
1. How much is the delivery fee? Can I book a pick up via my chosen courier?
Free Delivery within Metro Manila for orders worth P5,000 and above
Delivery Fees vary per location:
- Deliveries within Metro Manila (via Lalamove) P200
- Deliveries for Rizal and Cavite (via Lalamove) P300
- Deliveries outside Metro Manila, Rizal and Cavite (please send us a message of your order and delivery details, we'll provide you with shipping options)
You may also choose to pick up from our HQ located at High Street South Corporate Plaza Tower 2, 26th Street Corner 9th Avenue, BGC, Taguig, Metro Manila 1634. Upon checkout, please select the Self Pick Up option. Shipping will be handled by the buyer. Please wait to hear from us before picking up the items. We will coordinate delivery details with you shortly after placing your order.
2. Who is your Partner Courier?
For Metro Manila, Rizal and Cavite, our partner courier is Lalamove. We will coordinate with you shipping details such as your preferred delivery times, any specific delivery instructions, etc. after order and payment confirmation.
3. How can I track my order?
We will coordinate with you shipping details such as your preferred delivery times, any specific delivery instructions, etc. after order confirmation. We will send an update via text and/or call once your order is picked up and on the way to you. Please be ready to receive your order and thoroughly check all items are complete before accepting your order from our courier. For same day deliveries, orders made past 3:00pm will be processed on the next working day.
4. What happens if I'm suddenly not available to receive my order on the set time of delivery?
As our current delivery partners are on-demand, please ensure that someone is available to receive your orders at the set time. In the event that no one will be around to receive your order, please contact our team immediately via instagram (@petfriendlys.ph) or email (hellopfsph@gmail.com). You will be charged an additional delivery fee should you need a redelivery.
5. Can I change the shipping address for my order?
You may contact our Customer Service team by clicking HERE with your order number and the updated address. Kindly note though that we are only able to make changes to your order if it has not yet been dispatched.
6. Do you deliver outside Metro Manila, Rizal and Cavite?
We deliver in major cities nationwide, just shoot us a message via Instagram (@petfriendlys.ph) or contact us HERE so we can provide you with shipping options. Delivery lead time may vary per location from the date of order and payment confirmation.
Payments and Orders
1. Is there a minimum purchase amount we need to reach to order online?
There is no minimum purchase amount to order online. You may freely shop on our website and check out any item you wish to purchase.
2. Do you accept orders outside business hours?
Yes, we do accept orders outside business hours, during weekends and holidays. Our daily cut-off time for same day deliveries is at 3:00pm. Orders made past 3:00pm will be processed on the next working day.
3. What payment methods do you accept?
- We accept e-wallet payments through Gcash and Paymaya
- We accept BDO bank deposit/transfer payments
4. How will I know if my order is confirmed and being processed?
We will send a confirmation email after an order is placed. If you do not receive your confirmation email right away, don’t worry! It may experience a delay if your order was placed during a period of high order volume during our launch or promotion. If you have not received your confirmation email within 24 hours after your order is placed, please contact our Customer Service team by clicking HERE!
5. Can I order other products I don't see on your website?
At this time, only products featured on our website are available for online purchase. To request specific products to be added to our online store collection, you may contact us HERE For items that are out of stock, sorry for the inconvenience. We will try our best to get our stocks replenished asap. Please add your email on the item's page to be notified when it is back in stock!
Refund and Return Policy
1. I changed my mind, can I change my order or request for a refund?
Unfortunately, once your order has been placed, you will not be able to modify or cancel it. All sales are final so please make sure that you have ordered the correct item before checking out. We also do not give refunds due to change of mind. Apologies for any inconvenience :)
2. I received a damaged item(s) in my order. What should I do?
Pet Friendly's main objective is customer satisfaction. We ensure that we deliver customer orders in perfect condition and free from any defects. In case of damaged items, consumers are entitled to the replacement or refund of products with defects along with the product's original packaging, with complete accessories, if any.
We do our best to deliver your order in perfect condition, but manufacturer mistakes can occasionally happen. Please contact our Customer Service team HERE within 3 days of receiving the order so that we may help you asap! Please be sure to provide photos or videos of the damaged item(s) along with the order number. We will evaluate and get back to you within 1-3 days.
Pet Friendly's reserves the right to refuse acceptance of a claimed defect item under the following situations in pursuant to the Consumer Act of the Philippines R.A. 7394:
- If photo/video evidence are not provided
- If evaluation deemed the products to be damaged due to the mishandling of the buyer and/or wear and tear of the items
- In cases of "as-is-where-is" transactions
- If the consumer had a change of mind
After evaluation and item is deemed to be a factory defect then we will contact you and replace the item with the same product, in the same size, subject to availability. If the same product is no longer available, we will recommend a similar product or issue a full refund. Sorry for the inconvenience!
3. I received a wrong order. What should I do?
We’re so sorry for the mix up with your order! Please contact our Customer Service team by clicking HERE with your order number and the products you did receive. Send a photo of the item/s you received via instagram (@petfriendlys.ph) or email (hellopfsph@gmail.com) and we will fix the issue asap! Kindly note that all order issues must be reported within 7 days of receiving the order.
4. There is a missing item(s) in my order. What should I do?
We’re so sorry for the missing item(s) with your order! Please contact our Customer Service teamHEREwith your order number and the products you did receive. Send a photo of the item/s you received via instagram (@petfriendlys.ph) or email (hellopfsph@gmail.com) and we will fix the issue asap! Kindly note that all order issues must be reported within 7 days of receiving the order.
5. I was charged twice for my order. What should I do?
We apologize for any inconvenience. For any duplicate transactions, please contact us via instagram (@petfriendlys.ph) or email (hellopfsph@gmail.com) with your order number and screenshot of your proof of payments.
Promotions
1. Do you offer any discounts or promotions?
Please subscribe to our email newsletter and follow Pet Friendly's on our social media accounts to keep you updated on our happenings and promotions! You may subscribe to our email newsletter in at the footer of our website.
2. Why isn't my coupon code working?
Please contact our Customer Service team HEREwith your voucher code and we will get back to you asap. Kindly note that our discount codes are unique and case sensitive with one time validity. Kindly make sure that you input the correct coupon code and use only once. It also has certain exclusions that may apply. Excluded products will not be eligible for the promotional discount.
3. Can I combine coupon codes on my order?
Unfortunately, coupon codes cannot be combined with any other promotions on our site. Always make sure to review your order summary prior to checkout to make sure you are snagging the best deal for your goodies!
4. Do you offer a rewards/loyalty program?
Unfortunately, we do not have a rewards or loyalty program at this time. However, we are searching for brand affiliates! Please check our Instagram page (@petfriendlys.ph) for more information on this.
5. Can I get a refund if the price has changed?
Unfortunately, we do not honor any refund for orders placed outside of the price change time frame due to any promotion as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience and appreciate your understanding!
6. How can I unsubscribe from your email newsletter?
We're sad to see you go but you can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list! If you change your mind later, you can still subscribe to our newsletters by signing up on our website or contacting our Customer Service Team!
Care Instructions
Please check each item's product description for a more detailed care instructions
Contact us
We are here to make your online transactions smooth! Please contact us HERE for any inquiries and we will gladly get back to you as soon as we can.