Frequently asked questions
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, chat, or email.
General Questions
Summary of common primary issues
If your order hasn’t shipped yet, you can cancel it from your account. Go to Orders, click on the order you want to cancel, and click the “Cancel This Order” link.
If you need help canceling your order, please send us a message with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund. We also accept returns within 365 days of purchase.
Orders over $19 ship free!
Customers can expect their order within 3-5 days
To check the status of your order, go to Orders-tracking.
Yes — customers can place orders on Globepaws.com, which currently ships to the contiguous US,
Advanced questions
Return and exchange related issues summary
If you and your pet aren’t 100% satisfied, just return your items for free within 365 days of purchase. No fuss, no fees, no worries. We promise to always make it right for you and your pet. If you’d like to request a return or replacement, send us email （service@090101.cn）with your order number, or call us at (0086)13187070090
Yes, items purchased with a promotional discount are eligible for return within the 365-day return window. Refunds will be processed based on the amount you paid after applying the discount.
If your item arrives damaged, please contact Customer Care as soon as possible. We will either issue a refund or send a replacement at no additional cost. Please send us email(service@090101.cn) with your order number, or call us at (0086)13187070090 to speak with our Customer Care team.
If you return your entire order for a refund, any shipping fees paid at the time of purchase will also be refunded. However, if only some items from your order are returned, shipping charges will not be refunded. For further assistance, please contact our Customer Care team.
Return labels remain active as long as the item is eligible for return. We recommend using them promptly to avoid any potential delays in processing your refund.