Welcome to Hot Sale Pet Supplies’ FAQ page! We’re here to answer all your questions about our products, shipping, payments, and more. If you don’t find what you’re looking for, feel free to contact our friendly customer care team.

About Our Store

What kind of products does Hot Sale Pet Supplies offer?
We offer a paws-itively wonderful selection of premium pet products including accessories, beds, bowls & feeders, toys (catnip, chew, fetch), crates & kennels, grooming supplies, and more for both dogs and cats. We carefully select products that combine quality, functionality, and fun for your furry friends!
Where is Hot Sale Pet Supplies located?
Our headquarters and warehouse are located at 11113 North Miller Avenue, Oklahoma City, US 73120, but we ship worldwide (except some Asian countries and remote locations).

Ordering & Account Questions

How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Having an account lets you track orders, save your shipping information, and view order history.
I forgot my password. What should I do?
Click on “Forgot Password” on the login page, enter your email address, and we’ll send you instructions to reset your password.
Can I modify or cancel my order after placing it?
We process orders quickly to get them to you fast! If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the packing process.

Shipping & Delivery

What shipping options do you offer?
We offer two shipping options to fit every pet parent’s needs:
– Standard Shipping: $12.95 flat rate via DHL or FedEx (10-15 days after dispatch)
– Free Shipping: On orders over $50 via EMS (15-25 days after dispatch)
Pro Tip: Combine orders with fellow pet parents to reach the $50 free shipping threshold!
How long does order processing take?
We process all orders within 1-2 business days after payment confirmation. You’ll receive tracking information once your order ships.
Do you ship internationally?
Yes! We’re proud to serve pet parents worldwide, though delivery is currently unavailable in some Asian countries and remote locations. If you’re unsure about delivery to your area, please contact us before ordering.
How can I track my order?
Once your order ships, we’ll email you tracking information. You can also check your order status by logging into your account on our website.

Payments & Pricing

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Is my payment information secure?
Absolutely! We use industry-standard encryption to protect your payment information. We never store your full credit card details on our servers.
Why was I charged more than the product price?
This might be due to:
– Shipping fees (unless your order qualified for free shipping)
– Currency conversion fees from your bank (for international orders)
– Local customs or import taxes (for international shipments)
If you have questions about your charges, please contact us with your order details.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of receipt. Items must be unused, in original packaging, and with all tags attached. Contact us at [email protected] to initiate a return.
How do I return an item?
1. Contact our customer care team within 15 days of receiving your order
2. We’ll provide return instructions and a return authorization number
3. Pack the item securely with the original packaging
4. Ship the item back to us (return shipping costs are the customer’s responsibility)
5. Once received and inspected, we’ll process your refund or replacement
When will I receive my refund?
Refunds are processed within 3-5 business days after we receive and inspect your return. The time it takes for the refund to appear in your account depends on your payment method and bank processing times.
What if my item arrives damaged or defective?
We’re so sorry if this happens! Please contact us immediately at [email protected] with photos of the damaged item and packaging. We’ll arrange for a replacement or refund as quickly as possible.

Product Questions

How do I choose the right size bed/crate for my pet?
Product pages include detailed sizing information. For beds, measure your pet from nose to tail base while sleeping, then add 6-12 inches for comfort. For crates, your pet should be able to stand up, turn around, and lie down comfortably.
Are your catnip toys safe for all cats?
Our catnip toys are made with 100% organic catnip and safe materials. However, we recommend supervising your cat during play, especially with new toys. Some cats may be sensitive to catnip – if your cat shows signs of overstimulation, remove the toy.
How should I clean my pet’s new bed or crate mat?
Most of our beds and mats have removable, machine-washable covers (check product details). We recommend washing in cold water on gentle cycle and air drying to maintain quality. For non-removable items, spot clean with mild detergent.

Still Have Questions?

Our customer care team is always happy to help! Email us at [email protected] and we’ll respond within 24 hours (except weekends and holidays).

Remember, at Hot Sale Pet Supplies, we deliver more than packages – we deliver happiness for you and your pet!