FAQ — Frequently Asked Questions
Have questions? We're here to help. Below you'll find answers about orders, shipping, returns, sizing, product use, and support for Rehan's Pet Boutique. We want every pet parent to shop with confidence.
1. Orders & Payment
How do I place an order?
Browse our store, select your product, choose your size and colour, and click "Add to Cart." When you're ready, proceed to checkout, enter your shipping and payment details, and confirm your order. You'll receive a confirmation email shortly after.
What payment methods do you accept?
We accept debit and credit cards securely via Safepay Checkout. All payments are processed securely at checkout. If you have trouble completing payment, please contact us at info@rehanspetboutique.com.
Is checkout secure?
Yes. Our store is powered by Shopify, which uses industry-standard SSL encryption to protect your personal and payment information throughout the checkout process.
Will I receive an order confirmation?
Yes. Once your order is placed, you'll receive an automated confirmation email with your order details. Please check your spam or junk folder if you don't see it within a few minutes.
I entered the wrong email address or shipping address. What should I do?
Please contact us immediately at info@rehanspetboutique.com with your order number and the correct details. We'll do our best to update your order before it is processed. Once an order has been fulfilled, we may not be able to make changes.
Can I cancel or change my order after placing it?
We begin processing orders quickly. If you need to cancel or make a change, please contact us as soon as possible at info@rehanspetboutique.com. We cannot guarantee changes once an order has been accepted and processed, but we'll always try to help.
Do I need an account to place an order?
No. You can check out as a guest without creating an account. However, creating an account makes it easier to track your orders and manage your details in the future.
2. Shipping & Delivery
Where do you ship?
We currently ship to the United States, Canada, United Kingdom, Australia, and New Zealand.
How much does shipping cost?
We offer free shipping on all orders to all destinations we ship to. No minimum spend required.
How long does it take to process my order?
All orders are processed within 1–3 business days after payment is confirmed. Orders placed on weekends or public holidays are processed on the next business day.
How long will delivery take?
Once your order has been dispatched, estimated delivery times are 7–15 business days for all destinations we ship to (US, Canada, UK, Australia, and New Zealand). Please note these are estimates and not guarantees — delays can occasionally occur due to carrier or customs processing.
Will I receive tracking information?
Yes. Once your order ships, you'll receive a tracking number by email. Please allow 5–7 business days after dispatch for tracking information to update in the carrier's system.
My tracking hasn't updated in several days. What should I do?
Tracking updates can sometimes be delayed, especially during transit between countries or customs clearance. If your tracking has not updated after 7 business days from your dispatch email, please contact us at info@rehanspetboutique.com with your order number and we'll investigate.
My order shows as delivered but I haven't received it. What happens?
Please first check with neighbours and any safe drop locations. If your parcel is still missing, contact us at info@rehanspetboutique.com within 30 days of the delivery date with your order number. We'll work with you to resolve the situation.
Will all my items arrive together?
As we work with international fulfillment partners, products from the same order may occasionally be shipped separately and arrive at different times. If you have concerns about a missing item, please contact us.
Are there customs duties or import taxes?
International orders may be subject to customs duties and taxes upon arrival in your country. These charges are the responsibility of the customer and are not included in our product prices or shipping fees.
3. Returns & Refunds
What is your return window?
You have 30 days from the date of delivery to contact us about any issue with your order.
My item arrived damaged, defective, or incorrect. What do I do?
We're sorry to hear that. Please email us at info@rehanspetboutique.com within 30 days of delivery with your order number and clear photos of the item and its packaging. We'll offer either a free replacement or a partial/full refund depending on the situation — no return shipping is required from you.
Can I return an item if I simply changed my mind?
Because we work with international fulfillment partners, we're unable to facilitate physical returns for change-of-mind purchases. However, we do offer a partial refund of up to 50% of the item value in these cases — no return shipping required. Refunds are processed within 10–14 business days to your original payment method.
Are there items that cannot be returned?
Yes. We cannot accept returns on sale items, gift cards, or personalised products.
How do I request a return or refund?
Always contact us first at info@rehanspetboutique.com before sending anything back. Include your order number and a description of the issue. Do not send items back without contacting us first, as unsolicited returns cannot be processed.
How long does a refund take?
Approved refunds are processed within 10–14 business days to your original payment method. Processing times may vary depending on your bank or payment provider.
I'm an EU customer. Do I have additional rights?
Yes. EU customers have the right to cancel or return their order within 14 days of delivery for any reason, in accordance with EU consumer law. Please contact us at info@rehanspetboutique.com to exercise this right.
4. Product Safety & Sizing
Are your products suitable for both dogs and cats?
Many of our products are designed for dogs, cats, or both — please check the individual product description for compatibility. Some products are designed specifically for one species, so we always recommend reading the product page carefully before ordering.
How do I choose the right size?
Each product page includes a size guide or size options. We recommend measuring your pet before ordering — typically chest girth, neck circumference, or body weight depending on the product. If you're between sizes, we generally recommend sizing up for comfort, unless the product description advises otherwise.
What if my pet is between sizes?
If your pet falls between two sizes, please check the product description for guidance. When in doubt, contact us at info@rehanspetboutique.com before ordering and we'll help you choose.
Are your products safe for puppies, kittens, senior pets, or anxious animals?
Our products are designed for general use across a range of ages and temperaments. However, we recommend consulting your veterinarian before using any new product on very young, elderly, or anxious pets. Always supervise your pet when introducing a new product for the first time.
How should I introduce a new harness, muzzle, leash, or grooming tool to my pet?
Introduce new products gradually. Let your pet sniff and explore the item before putting it on. Use positive reinforcement such as treats and calm praise. Start with short sessions and increase duration as your pet becomes comfortable. Never force a product onto a pet that is showing signs of distress.
Are your products a substitute for veterinary advice?
No. Our products are designed to support your pet's comfort, safety, and wellbeing — but they are not a substitute for professional veterinary advice, diagnosis, or treatment. If your pet has a health condition, behavioural issue, or injury, please consult a qualified veterinarian before use.
5. Tracking & Support
How do I track my order?
Once your order ships, you'll receive a tracking number by email. Use that number on the carrier's website to check your delivery status. Allow 5–7 business days after dispatch for tracking to update.
How do I contact customer support?
Email us at info@rehanspetboutique.com or use the contact form on our Contact Us page. We respond within 1–2 business days.
What information should I include when contacting support?
Please include your order number, the email address used at checkout, and a clear description of your issue. For damaged or incorrect items, please also attach photos.
What are your support hours?
We aim to respond to all enquiries within 1–2 business days.
6. Care Instructions
How do I clean collars, harnesses, and leashes?
Hand-wash with mild pet-safe soap and warm water. Rinse thoroughly and allow to air dry completely before use. Do not machine wash unless the product label specifically states it is safe to do so.
How do I clean feeding and water accessories?
Disassemble and wash all food-contact parts with warm soapy water at least once a week. Rinse thoroughly and allow to dry fully before reassembling to prevent bacteria and mould buildup.
How do I clean grooming tools?
Wipe grooming tools with a dry or slightly damp cloth after each use. Do not submerge electric tools in water. Keep any charging ports dry at all times.
How do I clean pet carrier bags and backpacks?
Spot-clean with a damp cloth and mild detergent. Allow to air dry fully. Always check the product label for specific care instructions.
General care tip
Always follow any care instructions included with your product. When in doubt, hand-wash gently and air dry. Avoid harsh chemicals, bleach, or high heat, which can damage materials and irritate your pet's skin.
Still need help? Contact our support team at info@rehanspetboutique.com with your order number and the email address used at checkout, and we'll be happy to assist you.