1. What types of products do you offer?
We offer a variety of pet supplies, including customized products, pet toys, smart living items, pet clothing, and accessories, aimed at meeting the different needs of you and your pets.
2. How do I request customization services?
You can select customized products through our official website and submit your requirements according to the instructions. Our team will contact you to confirm the details and proceed with production.
3. How do I place an order?
You can browse our website, choose your desired products, click "Add to Cart," and then proceed to checkout. Follow the prompts to enter your information and complete the order.
4. What payment methods do you support?
We support various payment methods, including credit cards, Apple Pay, and other online payment platforms. Specific payment options will be displayed at checkout.
5. How can I check the status of my order?
You can log into your account and check the order status on the "My Orders" page. If you do not have an account, you can also check the status via the link in your order confirmation email.
6. What is your return and exchange policy?
- Ordinary goods : We offer a 7-day return and exchange policy to ensure you are satisfied with your purchase. Please ensure that the product is unused and in its original packaging. To initiate a return or exchange, please contact customer service.
- Customized goods : Customized products are non-refundable and cannot be exchanged after placing order.
7. How can I contact customer service?
You can reach us via email or online chat. Our email address is cs@astermonpets.com. Our customer service team will respond to you as soon as possible.
8. Do you offer international shipping?
Yes, we support international shipping. Specific shipping costs and delivery times will be displayed at checkout, and you can choose the suitable shipping method.
9. How can I get news about new products and promotions?
You can fill in your email address at the bottom of our website and click "Submit" to subscribe to our newsletter for the latest updates on new products and exclusive offers.
10. Are your products safe and non-toxic?
Yes, all Astermon products are made from safe and non-toxic materials to ensure the safety of your pets during play.
11. What is the logistics method and the delivery time ?
Hong Kong, Macau, Taiwan
- General Products: 3–5 business days
- Personalized Products: 7–10 business days
- Preferred Courier: SF Express
Japan, Singapore
- General Products: 7–10 business days
- Personalized Products: 14–16 business days
- Preferred Courier: Cainiao . Should you prefer SF Express, please contact Customer Support to arrange payment of the price difference.
Other Countries
- Shipping methods and delivery times vary. Please consult our Customer Support team for further details.
General Reminder
- Business days are based on China’s public holiday calendar (excluding weekends and national holidays).
- Deliveries may experience delays during peak holiday periods or due to unforeseen circumstances (e.g., natural disasters).
12. How do I handle issues with my order?
If there are any issues with your order (such as missing or damaged items), please contact our customer service team as soon as possible, and we will provide a solution.
13. Do you offer wholesale services?
Yes, we welcome wholesale orders. For more information, please contact us via email, and we will provide detailed wholesale policies.
14. How can I change or cancel my order?
If you need to change or cancel your order, please contact our customer service team as soon as possible. We will do our best to accommodate your request before the order is shipped.
15. Are your products tested?
Yes, all our products undergo rigorous testing before they are launched to ensure they meet safety standards and provide the best protection for your pets.
16. How can I get coupons or discount information?
You can follow our social media platforms or subscribe to our email newsletter to get the latest coupons and discount information.
17. Do you have a physical store?
Currently, we only offer online shopping services. You can browse and purchase products through our official website.
18. How can I change my account information?
You can log into your account and go to the "Profile" page to modify your information, including address, contact details, and password.
If you have any further questions, please feel free to contact us, and we are happy to help!
