FAQ'S
Shopping FAQ
1.What should I do if I can't log in?
Please follow the instructions below:
Please confirm your login detailsYour login username is the email address you used to register
If you have forgotten your password, please select "Forgot your password?"Sign-in page optionsEnter information about your registration details and select the “Reset Password” option
Make sure your web browser accepts cookies
Our website may be undergoing system maintenance.If so, please wait 30 minutes and try again
If you still cannot access your account, please contact our customer service department to report the issueA new password will be assignedYou can change it by logging in
2. What should I do if I want to add or remove items from my cart?
Sign into your account and select Shopping Cart at the top right of the pageYou can view all items currently in your shopping cartIf you want to remove an item from your cart, click the "Remove" button next to the itemIf you want to change the quantity of an individual item, simply enter the new amount you would like to purchase in the Quantity column
3. How do I change or cancel my order?
Your order will be delivered after you change or cancel it.The easiest way is to send your order information and desired product details to email support@shukiku.jpWe will process your request in 2 business days
Payment FAQ
1. What payment methods do you accept?
You can use the following payment methods
•Credit cards such as Visa, Mastercard, American Express, Discover
•PayPal
2. Can I change my billing or shipping information after I pay?
Please do not change your billing or shipping address information after placing your orderIf you wish to make changes, please contact customer service
We will contact our department as soon as possible during the order processing stage and indicate your request.If your package hasn't shipped yet, you can ship it to your new addressHowever, if the package has already been shipped, shipping information cannot be changed while the package is in transit.
3. How do I know if my payment has been received?
Once your payment has been confirmed, we will send you a notification email to notify you of your order.You can also check the status of your order at any time by visiting our store and logging into your account.If payment is received, the order status will show as "Processing"
4. Why am I asked to "confirm" my payment?
For your protection, your order is processed by Google's Payment Verification teamThis is a standard procedure to ensure that all transactions made on the site are approved and future purchases are processed with the highest priority.
Frequently Asked Questions about Shipping
1. Is there a shipping charge?
Yes, all products are not free shipping
2. How do I change my shipping address?
If you wish to change your shipping address after placing your order, please contact our customer service department as early as possible during the order processing stage to notify us of your request.If your package hasn't shipped yet, you can ship it to your new addressHowever, if the package has already been shipped, shipping information cannot be changed while the package is in transit.
3. How will I know if my item has been shipped?
After the product is shipped, we will notify you by email to your registered email address.Tracking numbers are typically available within a few days of shipment and tracking information will be updated in your account.
4. How can I track my order?
Once you have provided your tracking number, you can access the shipping company's website and check the delivery status online.
5. Why is my tracking number invalid?
Tracking information typically appears 2-3 business days after shippingIf you can't find your tracking number after this period, there are several possible causes.
The shipping company does not update the shipping information on its websitePackage tracking code is incorrectThe parcel was delivered a long time ago and the information has expiredSome shipping companies delete tracking code history
Please contact our dedicated customer service department and provide your order numberWe will contact the shipping company on your behalf and you will be updated if there is further information
6. When will I receive the items I ordered?
The period varies depending on the shipping method and destination countryShipping times vary depending on the shipping method usedIf the package cannot be delivered on time due to other unforeseen or unavoidable circumstances, such as war, flood, typhoon, storm, earthquake, bad weather, etc., the delivery will be postponed.If such delays occur, we will work on the issue until a positive solution is found
7. What happens if I don't receive my order?
Please contact the carrier to confirm that the item was delivered to the correct addressMeanwhile, we also recommend sending us your phone number so that we can place a request against the carrier to locate your package.Search results usually take a week
8. What happens if I receive a damaged order?
Please send a photo of the damaged item along with valid order informationOur customer service team will respond within 24 hours and help you resolve your issue.
After-sales FAQ
1. How can I cancel my order before or after payment?
Cancellation before payment
If you have not yet paid for your order, you do not need to contact us to cancelYour order will not be processed until a matching payment is received for your orderIf your order remains unpaid for more than a week, you will not be able to "reopen" your order by submitting payment, as individual item prices, currency conversions, and shipping costs may have changed.You will need to resubmit your order with a new shopping cart
Withdrawing your order after payment
If you have already paid for your order and wish to cancel, please contact our customer service department as soon as possible
If you are unsure about an issue with your order or would like to make a change, please contact our customer service department and hold your order until a decision is made.This will pause the packaging process while you make changes
If the package has already been shipped, you cannot cancel or change your order
If you want to cancel an existing order to add another item, you do not need to cancel the entire orderSimply contact our customer service department and your updated order will be processedThere is usually no additional charge for this service
You usually have the ability to modify or cancel your order, even if it is early in the processing stage.You can request a refund or offer your payment as a credit towards a future order.
2. How do I return purchased items?
Please read and follow the instructions below before returning your itemMake sure you understand our return policy and meet all criteriaThe first step is to contact after-sales servicePlease provide the following information
a. Original order number
b. Reason for exchange
c. Photos clearly demonstrating the problem with the item
d. Requested Exchange item details: item number, name, color
eShipping address and phone number
Please note that we cannot process returns returned without prior consent.All returned items require an RMA numberAfter agreeing to accept the return, please be sure to write a note in English including your order number or PayPal ID so that we can check your order information
A return or RMA process can only be initiated within 30 calendar days of receiving the itemWe can only accept returns in original condition
3. Under what circumstances can I exchange or return an item?
We take pride in the quality and fit of our productsAll pet supplies we sell are designated as silicone (other special regulation materials) and once sold cannot be returned or exchanged except for quality issues or mis-shipment
Quality Issues:
If you find an item with a major defect, return the item in the same condition as it was shipped within 30 calendar days of receiving the item. is neededAlthough we carefully check all items for visible defects or damage before shipping, it is the buyer's responsibility to check the product upon arrival to ensure that there are no defects or problems.Items damaged due to client's negligence or items without tags will not be eligible for a refund
Incorrect shipment:
If the item you purchased does not match the item you ordered, we will exchange the item.For example, it is not the color you ordered (color differences due to computer monitors will not be exchanged) or the item you receive does not match the style you ordered
Please note:
All returned and exchanged items must be returned within 30 daysReturns and exchanges will be made on eligible products onlyWe reserve the right to refuse returns and exchanges on items that are worn, damaged, or have tags removed.If the item you receive is worn, damaged, has tags removed, or is not eligible for return or exchange, we reserve the right to return the offending item.All product packaging must be intact and undamaged in any way
4Where can I make a return?
After contacting our customer service department and reaching a mutual agreement, you can send the item to usOnce you receive your item, review the RMA information you provided and check the condition of your itemWe will process a refund if you request it, provided all relevant criteria are metAlso, if you wish to exchange it, we will send you a replacement item.
