FAQs

Frequently Asked Questions (FAQ)

General Information

What are your operating hours?
Monday – Sunday: 8:00 AM – 7:00 PM (PST)

How can I contact your team?
You can reach us via email at support@eliaspet.com or by Phone +1 323-581-3156. We aim to respond to all inquiries within 24 hours.

Ordering & Policies

What happens if I need to change or cancel my order?
Please contact us immediately at support@eliaspet.com. Because we process orders quickly (1–2 Business Day), we can only make modifications or cancellations if the order has not yet been prepared for shipment. Once an order is handed over to the carrier, it cannot be changed.

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

How long does delivery take?
Handling Time: 1–2 Business Day (Monday – Friday)
Transit Time: 3–5 Business Days (Monday – Friday)

How much does shipping cost?
We offer FREE standard shipping on all orders over $100 For orders under $100 a flat shipping rate of $5.99 applies. 

Returns & Damages

What is your return policy?
We offer a straightforward 30-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.

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 clear photos of the damaged item and packaging so we can provide a free replacement or full refund immediately.

Payments & Security

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

Is my data secure?
Absolutely. Our website uses industry-standard Secure Socket Layer (SSL) encryption to protect your personal and financial information during transmission. We do not store your full credit card details on our servers; all payments are processed through strictly PCI-compliant gateways.