Shipping Fee:
Orders over $59.99 qualify for free shipping;
Orders under $59.99 incur a $5.99 shipping fee.

What Happens if My Package Gets Lost?

No stress, if you’ve purchased shipping insurance, we’ll resend your package at no extra cost.

Please remember to double-check your order and the contents of your package before signing for delivery.

Do I Need to Be There to Sign for My Package?

Nope! If you’re not home, the driver will leave your package at your door, in your mailbox, or with your doorman. However, if you're located in the Philippines, Singapore, Malaysia, Thailand, Indonesia, or Vietnam, we offer cash-on-delivery service—which means you’ll need to be there in person to sign for it.

Payments

How Do I Make a Purchase?

To place an order, make sure you're logged in to the Puainta website.

Next, search for the items you'd like to buy. You can use the search bar at the top of the page or click on "Shop by Pet" to browse categories. 
When you find something you like, click on the product to view the details. Then click the orange “Add to Cart” button.

Once an item is in your cart, you can keep shopping or move on to checkout. To check out, click the orange “Proceed to Checkout” button. You can also click the cart icon in the top right corner of your screen at any time to view your cart or start the checkout process.

On the checkout page, add or select your shipping address, then choose your payment method. 
Before you place your order, review all items in your cart. Any discounts or promotions will be applied automatically to your Order Total. 
When everything looks good, click “Place Order.” 
You’ll receive a confirmation email shortly after placing your order.

How Do I Add a Payment Method?

To pay with a credit or debit card, go to Payment Methods and select “Credit Card.” 
Enter your card information exactly as it appears on the card, then click “Save Payment Method.”

Why Isn’t My Credit Card Working?

If your card isn't going through, double-check that the billing address matches what's on file with your credit card company or bank. 
Make sure you enter the name and card number exactly as shown on the card, and don’t forget the CVV—that’s the 3-digit security code on the back of your card.

What Information Do I Need to Check Out?

Our checkout process is quick, simple, and secure. Just enter your shipping address, email or phone number, and payment details, then place your order!

What Forms of Payment Do You Accept?

We accept Visa, MasterCard, American Express, Discover, Apple Pay, and PayPal. We also accept VietQR, FPX, GrabPay (Malaysia), Touch ‘n Go, and Boost.

Returns

How Do I Request a Return or Replacement?

Step 1: Log in to your Puainta account and submit a Return or Exchange request on our Contact Us page.

Step 2: After submitting your request, you’ll receive an email within 48 hours with authorization and the return address

Step 3: Ship your return package to our warehouse, and make sure to provide us with the return shipping details (tracking number and courier name). 


Step 4: Once we receive your package, you’ll get your refund within a week, or a replacement order will be shipped within 3 days.

And that’s it! We’ll notify you by email as soon as your refund or exchange has been processed.

How Long Does It Take to Get My Refund or Replacement?

 After we receive your returned package, your refund will be issued within 7 days, or your replacement will be shipped within 3 business days.

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