FAQ

1. When Will My Order Be Processed?

Orders are typically processed within 1–3 business days, Monday through Friday, excluding public holidays.

Orders placed before 9:00 PM EST on a business day will normally begin processing on the same business day.

Orders placed on weekends, or on public holidays will normally begin processing on the next business day.

Processing time includes order review, payment checks where applicable, preparation, packing, and dispatch. It does not include shipping transit time.

Processing may occasionally take longer due to payment verification, inventory checks, high order volumes, product availability, or other operational requirements.

2. How Long Does Delivery Take?

QJ GLOBAL LIMITED currently ships within the United States.

Our estimated delivery times are:

Order Processing: 1–3 business days
Shipping Transit: 5–11 business days
Estimated Total Delivery Time: 6–14 business days

Business days are Monday through Friday, excluding public holidays.

Delivery timeframes are estimates and are not guaranteed delivery dates.

3. Do You Offer Free Shipping?

Yes. QJ GLOBAL LIMITED offers free standard shipping on all U.S. orders.

No separate standard shipping, handling, or packaging fee is added at checkout.

4. Will I Receive Tracking Information?

Yes. Orders are shipped using standard tracked shipping services.

Once your order has been dispatched, tracking information will be sent to the email address provided during checkout.

Please allow approximately 24–48 hours after dispatch for tracking information to become active.

Tracking updates are provided by the carrier and may not update immediately after every movement.

5. What Should I Do If My Order Is Delayed?

Delivery delays may occasionally occur due to carrier disruptions, severe weather, natural events, peak-season demand, incomplete or incorrect address information, or other circumstances outside our reasonable control.

If your tracking shows no movement for more than 5 business days after dispatch, please contact our customer support team so that we can assist with a carrier investigation.

Email: support@pineypets.com

6. What If My Package Shows as Delivered but I Did Not Receive It?

If tracking shows your package as delivered but you cannot locate it, please contact us within 5 days of the recorded delivery date.

Before contacting us, please check the delivery location, mailbox, reception area, parcel locker, household members, neighbors, and any agreed safe location.

Where appropriate, QJ GLOBAL LIMITED may contact the carrier and request an investigation.

If the carrier confirms that a package was lost while in transit, QJ GLOBAL LIMITED may provide a replacement or refund depending on the investigation outcome.

QJ GLOBAL LIMITED is not responsible for packages that are lost, misplaced, or stolen after being confirmed as delivered.

7. What Is Your Return Timeframe?

Eligible products may be returned within 30 calendar days after delivery.

Return requests submitted after the 30-day return period may not be accepted.

8. What Condition Must an Item Be in to Return It?

To qualify for a standard return, the product must:

  • Be unused
  • Be unwashed
  • Be in its original condition
  • Be clean and hygienic
  • Be returned in its original packaging, where applicable
  • Include all original tags, labels, parts, accessories, and other included materials, where applicable           

Different conditions apply when an item arrives damaged, defective, incorrect, or different from what was ordered.

9. Who Pays for Return Shipping?

Customers are responsible for arranging and paying for return shipping on standard returns, including returns due to a change of mind, ordering the wrong product, ordering the wrong size, color, or variation, or no longer wanting the product.

If a product arrives damaged, defective, incorrect, or different from what you ordered, QJ GLOBAL LIMITED will cover the applicable return shipping cost or arrange an appropriate replacement at no additional charge.

10. Do You Accept Exchanges?

Yes. QJ GLOBAL LIMITED accepts exchanges.

To exchange an eligible product, you must return the original item to our authorized return address.

Once the returned item has been received and inspected, we will process the exchange, subject to product availability.

11. How Do I Request a Return?

Before sending an item back, please contact our customer support team:

Email: support@pineypets.com

Please include:

  • Your order number
  • The reason for the return
  • The product you wish to return
  • Clear photos if the product arrived damaged, defective, incorrect, or different from what you ordered

Please do not send a return before our customer support team has reviewed your request and provided return authorization and instructions.

12. How Long Does It Take to Receive a Refund?

After your return reaches the approved return location, the product is generally inspected within 1–2 business days.

If the return is approved after inspection, the refund will normally be processed within 5 business days.

Approved refunds are issued to the original payment method used for the purchase.

Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.

13. Can I Cancel My Order?

Once processing has begun, cancellation is no longer guaranteed.

If we are able to cancel your order before processing or shipment, the payment will be returned to the original payment method.

If the order has already shipped, you may request a return after delivery in accordance with our Refund & Return Policy.

14. What Payment Methods Do You Accept? 

QJ GLOBAL LIMITED accepts the payment methods displayed during checkout.

Accepted payment methods include:

  • Shop Pay
  • Visa
  • Mastercard
  • American Express
  • Discover
  • Apple Pay
  • Google Pay
  • Diners Club

All payments for the United States market are processed in USD (U.S. Dollars).

Available payment methods may vary depending on your device, order value, payment provider availability, and security checks.

We do not accept cash, cash on delivery, checks, money orders, banknotes sent by mail, or cryptocurrency.

Company name: QJ GLOBAL LIMITED
Company Registration No.: 78864222
Company Address: 21st Floor, CMA Building
64 Connaught Road Central
Hong Kong

Customer Service:
Email: support@pineypets.com
Monday to Friday, 8:00 AM – 5:00 PM EST
We aim to respond to all inquiries within 24 hours.