HOW QUICKLY CAN YOU ANSWER MY QUESTION?

We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 48 hours of receiving a message or email.

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DO I NEED TO HAVE AN ACCOUNT TO ORDER?

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new releases and special promotions  

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HOW SECURE IS MY ONLINE ORDER?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.  

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ARE THERE ANY EXCHANGE RATES?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.  

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HOW DO I SET MY SHIPPING ADDRESS?

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".   

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PROCESSING & SHIPPING TIMES

Our warehouse processes and ships out all orders Mondays-Fridays (excluding major holidays). After placing your order, your package should be shipped out within 72 hours and you will receive an email with the tracking number soon after. E-packet is our primary carrier for our customers. Depending on where you live, packages can take 4-7 business days.

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DO YOU SHIP INTERNATIONALLY?

We now ship internationally for FREE. You will receive your shipment within 6-10 days after the order is shipped. All orders are shipped out within 5 business days.
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CAN I TRACK MY ORDERS?

When we dispatch your order from our warehouse we will send you tracking information for your order via email.

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CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

Once an order is placed, our warehouse staffs can pack and ship out your order within 72 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order number so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!

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WILL MY ORDER COME IN ONE PACKAGE?

Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.
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OUT OF STOCK/BACK ORDERED ITEMS

In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.
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I RECEIVED A DAMAGED ITEM, WHAT DO I DO?

We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.

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If you have any concerns, please contact us !

contact@mylordpet.com