Frequently Asked Questions

Yes. Guest checkout is supported, but we recommend creating an account to track orders, earn reward points, and access member-only deals.

Contact support within 1 hour of placing the order to cancel or change it. Orders that have shipped must go through the return/exchange process.

On the product page you can subscribe to "Restock Notification" — we will email you the moment the item is back in stock.

Typically 1 to 3 business days after payment confirmation. National holidays and long weekends may add some delay.

Home delivery: 3 business days. Convenience-store pickup: 2 business days. Offshore islands (Penghu / Kinmen / Matsu) may take 1–2 extra business days.

The thresholds for different delivery methods (such as convenience store pickup) may vary, and this will be clearly displayed on the checkout page.

Home delivery lets you note a preferred window (morning / afternoon / evening) at checkout. Convenience-store pickup cannot be scheduled.

Once your order ships you will receive an email with the tracking number. You can also view real-time status under "My Orders" in your account.

By default we ship the entire order at once. Pre-order items ship separately from regular items and are each sent with their own tracking notice.

Credit card (via ECPay), WebATM, ATM transfer, convenience-store code, convenience-store barcode, and LINE Pay.

Payments are processed by ECPay, a PCI-DSS compliant third-party gateway. We never handle or store your card details.

Yes. The transfer must be completed within 3 days of placing the order, or it will be canceled automatically.

Currently only single-payment credit card is supported. Installment plans may be offered in the future pending bank partnerships.

Per Taiwan Consumer Protection Act, you have 7 days from delivery (including weekends and holidays) — a right of inspection, not a trial period.

Opened food, supplements, chilled/fresh goods, and custom items are excluded for hygiene and product-integrity reasons.

We cover it when the item is defective or shipped in error. For personal reasons (wrong size, changed mind), the customer covers the return shipping.

After the returned item is received and inspected: credit card refunds take about 7–14 business days back to the original card; ATM / convenience-store payments refund to the bank account you specify.

Sign in and open the order in "My Orders" to start a return request, or email us directly at perpetsstore@gmail.com.

All food and supplement products list an expiration date; at shipment we guarantee at least 6 months remaining — so your pet eats fresh.

Each product page lists full ingredients and allergens. For pets with medical conditions or known allergies, please consult your veterinarian before purchasing.

We curate selected brands from both Taiwan and abroad. Country of origin (Taiwan / Japan / EU / USA / etc.) is clearly labeled on every product page.

Our blog has selection guides by age, size, and special needs. You can also ask the "Mao-Mao" assistant in the bottom-right corner in real time.

All reviews come from verified buyers. The system invites a review only after the order is completed; non-purchasers cannot rate products.

On the sign-in page tap "Forgot password" and enter your registered email. You will receive a reset link that is valid for 30 minutes.

Yes. Per Taiwan Personal Data Protection Act, you can request account deletion by emailing perpetsstore@gmail.com — our support team will assist.

So that critical notices (order status, e-invoice, refunds, marketing) actually reach you, and to protect the security of your account.

Yes. We support Google and LINE as third-party sign-in providers. An account is created automatically on first sign-in.

Points post automatically after the order is completed (shipment + 7-day confirmation window). Redeem them in the member center's "Points Rewards" section for selected products or gifts.