FAQ

Frequently Asked Questions

Do you ship internationally?

Currently, Aurapety ships only within the United States, including all 50 states. This allows us to provide reliable delivery, secure packaging, and better customer support.

Do you ship to PO Boxes or Military Addresses?

We deliver to residential addresses and PO Boxes within the United States via USPS.

At this time, we do not ship to:

  • U.S. Territories (such as Puerto Rico or Guam)
  • APO/FPO Military Addresses
  • International destinations

How long does shipping take?

We aim to deliver your order as quickly and smoothly as possible.

  • Order Cut-Off Time: 5:00 PM (ET), Monday–Friday
  • Processing Time: 1–3 business days
  • Transit Time: 6–13 business days
  • Shipping Fee: $4.99 flat rate
  • Free Shipping: Orders totaling $44.99 or more qualify for free
  • Estimated Total Delivery Time: 7–16 business days

Delivery times are estimates and may occasionally vary due to holidays, severe weather conditions, or carrier delays.

Which carriers do you use?

We partner with trusted U.S. shipping carriers, including:

  • USPS (United States Postal Service)
  • FedEx
  • UPS (United Parcel Service)

Carrier selection depends on package size, weight, and destination.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.

You can track your package anytime using our Track Order page.

Please allow 24–48 hours for tracking information to appear on the carrier's website.

Can I cancel or modify my order?

Orders may be cancelled if they have not yet been processed or shipped.

To request a cancellation, please email:

support@aurapety.com

Subject:

Order Cancellation – [Your Order Number]

If your order has already shipped, it cannot be cancelled. However, you may return the item after delivery in accordance with our Refund & Return Policy.

Do you offer returns or exchanges?

Yes. We offer a 30-day return policy.

To be eligible for a return:

  • The item must be unused and unopened.
  • The item must be in its original condition and packaging.
  • Original tags or seals must be intact.
  • Proof of purchase is required.

Approved returns include a prepaid return shipping label.

We do not charge any restocking fees.

For complete details, please review our Refund & Return Policy.

What if I receive a damaged, defective, or incorrect item?

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, please contact us within 30 days of delivery and provide:

  • Your order number
  • A description of the issue
  • Clear photos of the product and packaging

We will work to resolve the issue and may offer a replacement shipment or a refund in accordance with our policies.

What payment methods do you accept?

We accept secure payment methods including:

  • Visa
  • Mastercard
  • American Express
  • Discover
  • Diners Club
  • PayPal
  • Apple Pay
  • Google Pay
  • Amazon Pay
  • Shop Pay
  • Shop Pay Installments

All payments are securely processed using SSL encryption and trusted payment providers.

What currency are prices displayed in?

All prices displayed and charged on our website are in United States Dollars (USD).

Are your products safe for pets?

We carefully select products based on:

  • Material quality
  • Practicality
  • Durability
  • Customer feedback

Please review product descriptions and usage instructions before use to determine whether a product is suitable for your pet.

I have not received my order yet. What should I do?

If your order has not arrived within the estimated 7–16 business days:

  • Check your tracking information.
  • Allow additional time if there are carrier delays.
  • Contact us if you need assistance.

We will work with the shipping carrier to investigate the shipment and assist you.

Is my personal information secure?

Yes. We use SSL encryption and industry-standard security measures to help protect your personal information.

For more information, please review our Privacy Policy.

How can I contact customer support?

Our support team is here to help.

Email: support@aurapety.com
Phone: +1 (845) 318-6802
Business Address: 1606 Route 82, Lagrangeville, NY 12540, United States
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (ET)