Please use the below form. You can also contact us through service@zoolapet.com
Shipping
How long does it take to process my order?
All orders will be processed within 48 hours.
How long does it take to ship my order?
All orders are shipped within 48 hours of placement and payment, except for orders placed on Fridays after 16:00 or on weekends, which are shipped on Monday.
How long does delivery take?
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What are the shipping costs?
For orders over $80, we provide free shipping service. For orders below $80, we may charge $10-20 shipping fees depending on your locations and the weight of your orders.
How can I track my order?
You will receive an email with the tracking code once your order has been shipped, allowing you to track your delivery.
Which shipping carriers does Zoola work with?
We leverage a network of trusted carriers, including UPS, FedEx, DHL, and others, to ensure your delivery arrives efficiently and on time. We select the best option based on your specific needs.
Returns & Refunds
Can I return or exchange my order?
For sure. You can contact our customer service (service@zoolapet.com) within 15 days of receipt to exchange or return a product. You then have an additional 10 days to return unopened, unused products.
What are the return conditions?
Products must be unused, in their original condition and packaging. Please visit our return & refund page for instructions.
Who pays for the return shipping?
Shipping costs of returns not related to manufacturing defects or quality standards are the responsibility of the customer. We recommend sending the package with a tracking code.
How do I send my return shipment?
We will provide you specific instructions and return addresses through email once we received your return request.
When will I receive my refund?
Usually within 2-3 business days after receiving your return.
Warranty
What is the warranty on ZOOLA products?
We offer a one-year warranty on most of our products. We have worked hard to create durable pet essentials. If a product does not function properly within a year of purchase, we will repair or replace it for free. Note: the warranty does not cover damage due to improper use or user fault. For questions, please contact us at service@zoolapet.com.
What is not covered by warranty?
Damage caused by improper use, accidents, or normal wear and tear is not covered by our warranty. The warranty only covers manufacturing defects and functional issues within a year of purchase.
How can I claim the warranty?
Send an email to service@zoolapet.com with your order number, a description of the issue, and photos of the product. Our team will assess whether the product qualifies for repair or replacement under warranty.
Products
What is the difference between a regular bowl, a slow feeder bowl, and a elevated bowl?
A regular bowl is designed for everyday feeding with a simple, open shape. A slow feeder bowl has ridges or patterns that help slow down fast eaters, promoting healthier digestion. An elevated bowl raises the eating height to support better posture, especially helpful for larger breeds, senior pets, or pets with neck or joint discomfort.
Are ceramic pet bowls dishwasher safe?
Yes, you can safely clean them in the dishwasher. However, we recommend not leaving them in a moist dishwasher for too long as it is not good for the clay.
How do I best maintain and clean my ceramic pet bowl?
Ceramic bowls can be cleaned in the dishwasher, but they are also easy to clean with warm water and an eco-friendly dish soap. Simply scrub with a sponge, dry, and they are ready for use again.
How do I assemble cat trees and scratchers?
For any products that require manual assembly, detailed installation instructions are provided on the product page. You will also receive a user manual with step-by-step guidance in your package. If you experience any difficulties during assembly, please feel free to contact us at service@zoolapet.com for assistance.
How do I know which pet bed size is right for my pet?
Each product page includes detailed dimensions and recommended pet weight guidelines. Please use these as a reference to choose the most suitable size for your pet.
