FAQs

ORDERS AND PURCHASING

Q: How do I place an order on Mascotly? A: Placing an order is simple. Browse our collection, select the product you love, choose your preferred variant if applicable, click Add to Cart and proceed to checkout. We accept all major credit and debit cards, Apple Pay and bank transfer. Your order is confirmed immediately after payment and you will receive a confirmation email within minutes.

Q: Can I change or cancel my order after placing it? A: We process orders very quickly so please contact us at mascotly.store@gmail.com within 2 hours of placing your order if you need to make any changes or cancellations. Once your order has been dispatched to our supplier for processing we are unable to make changes. We recommend double checking your order details carefully before completing checkout.

Q: Can I order multiple products in one order? A: Absolutely. You can add as many products as you like to your cart and check out in one single order. Ordering multiple items together also means you are more likely to qualify for our free shipping threshold — free shipping on all orders over $50.

Q: Do I need to create an account to order? A: No. You can checkout as a guest without creating an account. However creating a Mascotly account gives you the ability to track your orders, save your delivery details for faster future checkouts and access your full order history. We recommend creating an account for the best experience.

Q: Is it safe to enter my payment details on Mascotly? A: Completely. Our checkout is secured with SSL encryption — the same technology used by major banks and retailers worldwide. We process payments through Flutterwave — a trusted and fully regulated payment processor. Your card details are never stored on our servers. You can also checkout using Apple Pay which means your card details never leave your device at all.

Q: What currencies do you accept? A: We price all products in US Dollars. Your bank or card provider will automatically convert the charge to your local currency at the current exchange rate if you are paying in a different currency. There are no additional currency conversion fees from Mascotly.

Q: I placed an order but did not receive a confirmation email. What should I do? A: First check your spam or junk mail folder as confirmation emails occasionally land there. If you still cannot find it contact us at mascotly.store@gmail.com with the name and email address you used at checkout and we will resend your confirmation immediately.

SHIPPING AND DELIVERY

Q: Do you offer free shipping? A: Yes. We offer free shipping on every single order regardless of order value. No minimum spend required. Because they are family and family deserves the best delivered right to their door.

Q: How long does delivery take? A: Every order is carefully processed and quality checked within 1 to 3 business days before being dispatched. Once dispatched delivery typically takes 7 to 14 business days to reach you in the United States, United Kingdom or Australia. Total time from order to delivery is approximately 8 to 17 business days in most cases.

Q: Why does delivery take this long? A: Our products are sourced from carefully selected international suppliers who meet our strict quality standards. This means products ship from international warehouses which requires slightly longer delivery times than domestic shipping. We believe the quality is absolutely worth the wait — and every order comes with full tracking so you always know exactly where your package is.

Q: Do you ship internationally? A: Yes. We ship to the United States, United Kingdom, Australia, Canada and many other countries worldwide. If you are unsure whether we ship to your location please contact us at mascotly.store@gmail.com before placing your order.

Q: How do I track my order? A: As soon as your order is dispatched you will receive a shipping confirmation email containing your unique tracking number and a link to track your package in real time. You can also track your order directly on our website by visiting the Track My Order page and entering your order number and email address.

Q: My tracking number is not showing any updates. What does this mean? A: Tracking information can sometimes take 24 to 72 hours to update after your order is dispatched as the package moves between carriers and logistics hubs. If your tracking has shown no movement for more than 5 business days please contact us at mascotly.store@gmail.com and we will investigate immediately.

Q: Will my order arrive in one package or multiple packages? A: If you order multiple products they may occasionally arrive in separate packages depending on product availability and warehouse location. If this happens you will receive separate tracking numbers for each package. There is no additional charge for this.

Q: What happens if my package is delayed? A: While the vast majority of orders arrive within our stated timeframe occasional delays can occur due to customs processing, carrier delays or peak season demand. If your order has not arrived within 20 business days of your dispatch notification please contact us immediately at mascotly.store@gmail.com and we will resolve the situation promptly.

Q: Can I change my delivery address after placing an order? A: Please contact us at mascotly.store@gmail.com within 2 hours of placing your order with your updated delivery address. Once your order has been dispatched we are unable to change the delivery address so please act quickly.

Q: Do you deliver to PO boxes? A: We recommend using a full street address for delivery to ensure the smoothest possible delivery experience. Some carriers have limitations with PO box deliveries. If you only have a PO box please contact us before ordering and we will advise on the best approach.

RETURNS AND REFUNDS

Q: What is your return policy? A: Your satisfaction is everything to us. If your order arrives damaged, defective or significantly not as described we will replace it or refund you in full within 14 days of delivery — no questions asked. Simply email us at mascotly.store@gmail.com with your order number and a photo of the item and we will sort it out immediately.

Q: What if my pet does not like the product? A: We understand that pets can be particular. While we do not accept returns for change of mind purchases we genuinely want you and your pet to be happy. If your pet absolutely refuses to engage with a product contact us and we will do our best to find a solution that works for you. Our goal is for every Mascotly purchase to be a positive experience for both you and your pet.

Q: How long does a refund take to process? A: Once your refund is approved we process it within 2 to 3 business days. The time for the refund to appear in your account depends on your bank or card provider but typically takes 3 to 7 business days after we process it. We will email you confirmation as soon as your refund has been processed.

Q: My item arrived damaged. What do I do? A: We are so sorry to hear this. Please email us at mascotly.store@gmail.com within 14 days of receiving your order. Include your order number and clear photos of the damaged item and packaging. We will arrange a replacement or full refund immediately. We take quality very seriously at Mascotly and every issue is personally reviewed by our team.

Q: I received the wrong item. What should I do? A: We sincerely apologise for any picking errors. Please email mascotly.store@gmail.com with your order number and a photo of the item you received. We will dispatch the correct item to you immediately at no cost and arrange collection or disposal of the incorrect item — whichever is most convenient for you.

Q: Do I need to return the item to get a refund? A: For damaged, defective or incorrect items we do not require you to return the product before we process your refund or replacement. Simply send us photographic evidence and we will act immediately. For other situations our support team will advise on the most appropriate process on a case by case basis.

PRODUCTS AND QUALITY

Q: How do you select the products you sell? A: Every product in the Mascotly store goes through a strict selection process before we list it. We evaluate quality, safety, durability and value — asking one simple question for each product: is this good enough for family? Only products that genuinely answer yes to that question make it into our store. We regularly review our product range and remove anything that falls below our standards.

Q: Are your products safe for pets? A: Yes. Pet safety is our absolute highest priority. Every product we carry is selected based on safety standards, material quality and supplier reliability. Products intended for pet contact are checked for non-toxic materials and appropriate safety certifications where applicable. If you ever have a specific concern about a product ingredient or material please contact us and we will provide full product details.

Q: Are your products tested? A: We source products from verified suppliers with proven track records and where applicable require product safety certifications. While we are not a manufacturer ourselves we take supplier verification extremely seriously and only work with suppliers who meet our quality requirements.

Q: Do your products come with instructions? A: Most products include basic instructions or guidelines. If your product arrived without instructions or you need additional guidance on how to use a specific product please contact us at mascotly.store@gmail.com and we will provide full usage guidance immediately.

Q: I have a large dog — will your products fit? A: Product sizing information is included on each product page. If you have a large breed dog and are unsure whether a specific product is suitable please contact us before ordering with your dog's breed, weight and measurements and we will advise you personally on the best fit.

Q: Do you sell food and treats for pets? A: We currently carry a carefully selected range of pet accessories, feeding equipment and enrichment products. We are continuously expanding our collection so please follow us on social media and subscribe to our email list to be the first to know about new product additions including nutritional products.

Q: Can I request a product that is not currently in your store? A: Absolutely. We love hearing from our community about what products would make their pet's life better. Email us at mascotly.store@gmail.com with your product suggestion and we will genuinely consider adding it to our collection. Some of our best products have come from customer suggestions.

PAYMENTS AND SECURITY

Q: What payment methods do you accept? A: We accept all major credit and debit cards including Visa, Mastercard and American Express. We also accept Apple Pay for a fast and secure one tap checkout experience. All payments are processed securely through Flutterwave — a trusted internationally regulated payment processor.

Q: Is my payment information secure? A: Absolutely. Our entire checkout process is secured with SSL encryption. We use Flutterwave as our payment processor — a fully regulated and PCI DSS compliant payment platform. We never store your card details on our servers. If you choose Apple Pay your payment details are processed entirely through Apple's secure system and never shared with us at all.

Q: Why was my payment declined? A: Payment declines can happen for several reasons including insufficient funds, card restrictions on international transactions, incorrect billing details or your bank flagging an unfamiliar transaction for security. We recommend first checking that your billing address matches your card details exactly. If the problem persists contact your bank to authorise international online transactions and try again. You can also try an alternative payment method. If you continue to experience issues contact us at mascotly.store@gmail.com and we will help you complete your order.

Q: Do you offer instalment or buy now pay later options? A: We are currently working on adding instalment payment options to Mascotly. Please subscribe to our email list to be notified when this becomes available.

Q: Will I be charged any additional fees or taxes? A: The price you see at checkout is the price you pay. We do not add hidden fees. However please be aware that depending on your country customs duties or import taxes may occasionally be applied by your local customs authority. These charges are outside our control and are the responsibility of the customer. They are rare for the order values in our store but worth being aware of.

ACCOUNT AND PRIVACY

Q: How do I create a Mascotly account? A: Click the account icon at the top right of our website and select Create Account. Enter your name, email address and a password. You will receive a verification email — click the link to activate your account. That is all you need to do.

Q: I forgot my password. How do I reset it? A: Click the account icon at the top right of our website and select Forgot Password. Enter your email address and we will send you a password reset link immediately. Check your spam folder if you do not see it within a few minutes.

Q: How do you use my personal data? A: We take your privacy very seriously. We collect only the information necessary to process your orders and improve your shopping experience. We do not sell your personal information to third parties. Please read our full Privacy Policy for complete details on how we collect, use and protect your information.

Q: Can I unsubscribe from your emails? A: Absolutely. Every marketing email from Mascotly contains an unsubscribe link at the bottom. Click it and you will be removed from our marketing list immediately. Please note that you will still receive transactional emails related to your orders such as order confirmations and shipping notifications as these are necessary for your purchase.

Q: How do I delete my account? A: If you would like to delete your Mascotly account please email us at mascotly.store@gmail.com with your request. We will process your account deletion within 7 business days and confirm once complete.

PET CARE AND ADVICE

Q: Do you provide pet care advice? A: Yes. We are passionate about pet health and wellbeing and share regular pet care tips, health guides and product advice on our blog at mascotly.com/blogs and across all our social media channels. While we always recommend consulting a qualified veterinarian for specific health concerns we are happy to share general pet care guidance based on our extensive research and experience.

Q: My pet has a specific health condition. Can you recommend products? A: We always recommend consulting your veterinarian before introducing new products to a pet with a known health condition. However we are happy to share product information and specifications to help your vet advise you. Contact us at mascotly.store@gmail.com with details of your pet's condition and the products you are interested in and we will provide all the information we have available.

Q: How do I know which size product is right for my pet? A: Each product page includes a sizing guide where applicable. If you are still unsure please contact us at mascotly.store@gmail.com with your pet's breed, weight and age and we will personally recommend the best size for your specific pet.

Q: Do you have products suitable for senior pets? A: Yes. We carry several products specifically beneficial for senior dogs and cats including orthopedic beds that support aging joints, elevated feeding stations that reduce neck strain and gentle grooming tools suitable for sensitive older skin. Contact us if you need help identifying the most suitable products for your senior pet.

Q: Are your products suitable for puppies and kittens? A: Many of our products are suitable for puppies and kittens with some size and usage considerations. Each product page notes any age or size recommendations. For very young pets — under 8 weeks — we recommend consulting your vet before introducing new accessories or feeding equipment.

CONTACT AND SUPPORT

Q: How do I contact Mascotly customer support? A: We are always here to help. Email us at mascotly.store@gmail.com and we will respond within 24 hours — usually much faster. We are available Monday through Friday and aim to respond to all weekend messages first thing on Monday morning.

Q: What are your customer support hours? A: Our support team monitors emails Monday to Friday. We aim to respond to all enquiries within 24 hours. For urgent matters please mark your email subject line as URGENT and we will prioritise your message.

Q: I have a complaint. How do I raise it? A: We take every complaint seriously and genuinely want to make things right. Please email mascotly.store@gmail.com with full details of your experience. Every complaint is personally reviewed by our team and we commit to responding within 24 hours with a resolution. Your experience matters deeply to us and we will not rest until it is resolved to your satisfaction.

Q: Do you have a phone number I can call? A: We currently handle all customer support through email at mascotly.store@gmail.com. This allows us to give every customer our full attention and maintain a detailed record of all communications to ensure nothing falls through the cracks. We find this gives customers better outcomes than phone support and allows us to respond thoughtfully rather than reactively.

Q: Can I follow Mascotly on social media? A: Absolutely and we would love to have you. Follow us on TikTok, Instagram, Facebook, Pinterest and YouTube — all under the handle @Mascotly. We share daily pet care tips, product showcases, funny pet content and exclusive offers across all our platforms. Our community of pet parents is one of our favourite things about what we do.

Q: Do you have a loyalty or rewards programme? A: We are currently developing a Mascotly loyalty programme that will reward our most dedicated pet parents with exclusive discounts, early access to new products and special member benefits. Subscribe to our email list to be the first to know when it launches.

Q: Do you offer discounts for first time customers? A: Yes. Subscribe to our email list at mascotly.com and receive an exclusive welcome discount on your first order. We also regularly share special offers and seasonal promotions with our email subscribers before anyone else.

Q: Do you have a referral programme? A: We are working on a referral programme that will reward you for sharing Mascotly with your fellow pet parents. Watch this space — it is coming soon.

Q: Do you work with pet influencers or content creators? A: Yes. If you are a pet content creator or influencer and would like to collaborate with Mascotly we would love to hear from you. Email us at mascotly.store@gmail.com with your social media handles, audience size and a brief description of why you think you would be a great fit for the Mascotly family.

Q: Can I sell Mascotly products or become an affiliate? A: We are in the process of setting up a Mascotly affiliate programme that will allow you to earn commission on every sale you refer to our store. If you are interested in becoming a Mascotly affiliate please email mascotly.store@gmail.com with your details and we will add you to our waiting list.

ABOUT MASCOTLY

Q: What is Mascotly? A: Mascotly is a premium pet food and accessories brand built for pet parents who treat their pets like family. We curate carefully selected products across six categories — Health, Nutrition, Care, Safety, Toys and Travel — choosing every single item based on quality, safety and genuine value. Our mission is simple: give every pet the life they deserve because they are not just pets. They are family.

Q: Where is Mascotly based? A: Mascotly serves pet parents across the United States, United Kingdom, Australia and worldwide. Our products are sourced from carefully selected international suppliers who meet our strict quality standards.

Q: Why should I choose Mascotly over other pet stores? A: Three reasons. First — curation. We do not list every pet product available. We list the best ones — carefully selected based on quality, safety and genuine value. Second — trust. Everything we carry is chosen with the question: is this good enough for family? If the answer is no it never makes it into our store. Third — community. Mascotly is not just a store. It is a community of pet parents who share our belief that pets deserve the very best. When you shop with us you join a family of people who feel exactly the same way about their pets as you do about yours.

Q: What does "Because They Are Family" mean to Mascotly? A: It is everything. It is the reason we started Mascotly, the standard we hold every product to and the belief that connects every member of our community. When we say because they are family we mean that your pet's comfort, health, safety and happiness deserve the same care and consideration you give to the people you love most. That belief drives every decision we make — from which products we carry to how we treat every customer who reaches out to us. Because they are family. And so are you.

How can I contact you?

To contact us at any time, please visit our contact page, and we will get back to you as soon as possible.