How about your delivery cost?

The delivery cost will be automated calculated in your shopping cart after you enter your state. It depends on the automatic calculation of weight and package sizes by reference to the destination. The calculation results are different under the same weight in If the item damaged, stolen, we will contact the corresponding shipping company for a refund or redelivery.

About Tax

In seldom cases, orders may be charged the customs fees by your government, not our site, you will be responsible for the charges. We apologize for any inconvenience, but we have no control over the customs authorities in your country or any other. Contact your local customs office for more information about customs fees, duties, and taxes.

Where the product can be delivered?

Currently, we ship to India, Pakistan, United Arab Emirates, Japan, Vietnam, Russia, South Korea, Thailand, Malaysia, Indonesia, Iran, Qatar, the United States, Canada, Mexico, Brazil, Chile, Argentina, Colombia, France, Britain, Poland, Austria, Kenya, Egypt, Nigeria, Uganda, Morocco, Australia, Fiji.

If you are from other countries, please contact our customer service, and we will match you with a suitable scheme.

Which carrier will be used and the estimated shipping time?

We use FedEx and the estimated shipping time is 7-15 days.

Due to the current Covid-19 pandemic worldwide these are only estimates. We will always use the fastest option to get your order to you as quickly as we can, but there are factors beyond our control that may delay your order. 

How do we ship your orders?

We ship out the order within 2-3 days after payment.There will be a tracking number after we ship the order, tracking number will be sent to your email.（If it is a custom-made product or you want a large number of products, the delivery time may be extended.）

We will ship them to the shipping address you left, please make sure your address and receiver name are correct (Notice: PO Box address is not accepted).

In the unlikely event that you do not receive your order, please contact us so we can order a replacement or give you a gift/discount code to make things right! Please wait 4 weeks before contacting us if you do not receive your order. 

How about changing your shipping address?

During Contact Center Hours: For the first 60 minutes after the order is placed, buyers can change shipping address by calling our customer service department at (+86)17826839480 or e-mail us at sales@jemapet.com. After 60 minutes your order is too far along in the shipping process to change it.

Please note – orders placed outside of our customer service department hours cannot be changed as our customer service team is not available to cancel the order. Orders placed outside of Customer Service Hours are sent directly to our fulfillment center to be packaged and shipped.

Outside Customer Service Hours: Mon - Fri: 2 pm - 10 pm EST

If you cannot pick the unit up from the original address, the carrier will attempt to deliver up to 3 times and then hold your package at the closest FedEx office for 5 days.

If you cannot pick it up there, it will be sent back to our warehouse.

How can I track my order?

Once your order has been shipped, you’ll receive a confirmation email with the tracking information. Should you come across any issues with tracking your package, please feel free to reach out to us at sales@jemapet.com, and we’ll work to resolve the issue as soon as possible.

For any issues pertaining to your order, please reach out to us at sales@jemapet.com, and we’ll work with the mail courier to investigate further into the status of your order.

We stand by our products with a satisfaction guarantee - if you are not satisfied with any product, simply return the product within 30 days for a full refund. By agreeing to the terms of purchase you also agree to this refund policy.

Contact details:

E-mail: sales@jemapet.com

Tel: (+86)17826839480 

Company Address: No. 401, Hongxing Road, Xiaoshan Economic and Technological Development Zone, Xiaoshan District, Hangzhou