Frequently Asked Questions

What currency does your store use?

All prices on this store are displayed in USD. At checkout, you will be charged in USD.

Can you ship to my country?

Yes, we currently offer worldwide shipping.

Where is my order?

If you have placed an order with us, please check your email for the details of your purchase. Included is a tracking number that you may use to track where your order is on our Order Tracking page. Otherwise, feel free to drop us a message.

Modifying or cancelling an order

After placing an order, there is a very limited time in which you can modify or cancel it. Please contact us immediately with your order details for assistance.

Returns and refunds

If you are not 100% satisfied with your purchase, you may return it to us within 60 days by mail.

Please file a return request with us by writing to us at hello@petsanctum.com with your order information. At our discretion, a refund may be issued without requiring a return of the product. In these situations, please note that we do not take ownership of the refunded item.

Refunds for orders placed online using your PayPal account and returned to our warehouse will be applied back to your PayPal account. Please note that shipping charges are non-refundable.

If you require additional assistance, please do not hesitate to contact us.

I have an issue with my order

We are sorry that you have experienced an issue with your order. Your concerns are very important to us. Please send us an email at hello@petsanctum.com with your order information so that we can further assist you.

I received a differently colored or sized item from what I ordered

Please note that for clothes products, the sizing tag at the back of your received item may show a different sizing as compared to what is shown in the store. This does not mean that we have sent you the product in a wrong size. As long as you have followed our Sizing Guide, the clothes you ordered will fit your pet.

If the clothes do not fit, or if we have sent you an item in a different color, please do not hesistate to contact us and we will help you resolve it as soon as possible.