FAQs

Account
1. Why should I create an account on cloverpet.us?
2. I forgot my password, what should I do?

Ordering
1. I have a question about a product, who should I contact?
2. Can I make changes to or cancel my order?
3. How do I check my order status?
4. Will I be charged sales tax?

Shipping
1. When will my order be shipped?
2. Which shipping carrier do you use?
3. How can I track my package?
4. How long will it take for my items to arrive?
5. My package never arrived, what should I do?
6. Do I Need To Pay Import Taxes And Tariffs? 

Returns & Exchanges
1. What is your return policy?
2. How do I request a return or exchange?
3. Do I have to pay for return shipping?
4. How soon will my refund be issued?
 

Product
1. Can I purchase the semisphere window separately?
2. Would Cloverpet carrier fit under Airplane seat? 
3. Product Care.

Account
1.Why should I create an account on cloverpet.us?
  It offers a streamlined shopping experience, allowing you to:    
    1.Check the status of your order and keep track of your orders and returns.  
    2. Store your shipping address and payment information to make checking out fast and easy for next time.    
    3. Leave feedback on our products, which enable you to enter our contest and giveaways.     
    4. Contact customer service easily.    
    5. Create a wish list.

2. I forgot my password, what should I do?
  If you have forgotten your cloverpet.us account password, please click on the Forgot Password link during the sign-in process. You will be instructed to reset your password via an email sent to the email address registered on your account.


Ordering
1. I have a question about a product, who should I contact?
  Feel free to contact us at info@cloverpet.us with any questions about our products.

2. Can I make changes to or cancel my order?
  We will process your order within 24hrs after receiving , you cannot make changes or cancel once an order is shipped.

3. How do I check my order status?
  To check the status of your order, please log in and access at My Accounts: under the tab "My orders" you will find all the information you wish. Remember that customer care staff is at your disposal to provide further information.

4. Will I be charged sales tax?
  State sales tax will apply if your order is shipping within New York.
 

Shipping
1. When will my order be shipped?
  We aim to ship out your order in 48 hours or less. We will email you a shipping confirmation with a tracking number.

2. Which shipping carrier do you use?
  We partner with major shipping companies like UPS, USPS, P2P International Parcels, Royal Mail, FedEx, and DHL,Yamato. 

3. How can I track my package?
  After you receive your shipping confirmation simply input your tracking number at the shipping carrier’s website.

4. How long will it take for my items to arrive?
  Depending on your location, it may take up to one week from the day it ships.

5. My package never arrived, what should I do?
  Contact Customer Service at info@cloverpet.us and we’ll do everything possible to ensure you receive your merchandise.

6. Do I Need To Pay Import Taxes And Tariffs?
  Buyer is responsible for all import taxes and duties that may be charged when the item passes through customs. We has no control over import charges and does not have responsibility for the package meeting local customs taxes. When ordering from our site, you are considered the importer and must responsible for the import tax or any additional charges. You should contact your local customs office for further information because custom policies are different from country to country.

 

Returns & Exchanges
1. What is your return policy?
  If you are not satisfied with your order for any reason, You may return/exchange your item(s) within 30 days of receipt. Items must be in new, unused condition with all tags attached in its original packaging.

2. How do I request a return or exchange?
  For returns and exchanges: Please email your order number, account information, and reason for exchange/return to info@cloverpet.us, our customer care staff will provide you with the return instruction.

3. Do I have to pay for return shipping?
  Cloverpet will not responsible for return shipping, unless we send you a defective or wrong item

4. How soon will my refund be issued?
  You refund will be processed within 7 business days of receipt of your return. You will be notified via email when your refund has been issued. Please note your banking institution may require additional time to process and post this transaction to your account.

 

Product
 1. Can I purchase the semisphere window separately?
If you only want to purchase the semisphere window separately, please contact our customer service for help.  

2. Would Cloverpet carrier fit under Airplane seat?
Our carrier itself is approved by airline. But different airline has different requirements, please check the product dimensions in product description and consult your airline for relevant restrictions before purchase.

3. Product Care.
  All materials are sourced for their unique qualities and carefully crafted. Any incidental marks, tonal changes and/or textural variances are part of the material’s natural characteristics and should not be considered as imperfections.  
    1. All types of leather, synthetic and other materials, including metal accessories, react to humidity and may cause permanent wear and tear.
    2. Avoid getting it wet and avoid exposure to direct light and heat.
    3. Avoid contact with oily substances, cosmetics or solvents.
    4. Care should be taken when wearing light coloured garments and when storing products with different colours, as the colours may transfer onto each other.
    5. Avoid excessive fiction and overexposure to direct light as colour fading may occur.
    6. When not in use, store in a protective bag in a cool, dry place.

 

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