FAQ

General Information

What are your opening hours?
8 AM – 7 PM (PST) Saturday and Sunday Close

How can I contact your team?
You can reach us via email at support@eliaspet.com or by WhatsApp: +1 (805) 251-9565

Ordering & Policies

What happens if I need to change my order?
Please contact us immediately. Because we process orders quickly (0–1 day), we can only make changes if the order has not yet been prepared for shipment or pickup.

Are there any restocking fees?
No. We believe in transparent service and charge $0.00 restocking fees for all eligible returns.

Shipping & Store Pickup

Do you ship internationally?
No. We ship exclusively within the United States to ensure reliable and timely delivery. We do not support international shipping.

How long does delivery take?
Handling: 0–1 day.
Transit: 3–5 business days.
Total Estimated Arrival: 3–6 business days.

How does Free Store Pickup work?
It’s easy! Choose "Pick Up" at checkout. Most orders are ready within 2 to 4 hours. You will receive a "Ready for Pickup" email once your items are set for collection at our Los Angeles shop.

Returns & Damages

What is your return policy?
We offer a straightforward 14-day return window for eligible items. Items must be unused, unwashed, in their original packaging, and in a resalable condition with all original tags attached.

Which items cannot be returned?
For hygiene and health reasons, pet beds, feeding bowls, and harnesses that have been used, worn, or removed from their original packaging are exempt from returns. Final sale items are also non-returnable.

What should I do if my order arrives damaged?
We take great care in packaging, but if an item is damaged during transit, please email support@eliaspet.com within 24 hours of delivery. Include your order number and photos of the damage so we can provide a replacement or refund immediately.

Payments & Security

What payment methods do you accept?
We accept all major credit and debit card providers: Visa, Mastercard, American Express, Discover, JCB, and Diners Club.

Is my data secure?
Absolutely. Our website uses industry-standard SSL encryption to protect your personal and financial information. We do not store your credit card details on our servers.