FAQ
FREQUENTLY ASKED QUESTIONS (FAQ) – LIMA PETS LLC
📦 Shipping & Delivery
Where do you ship from?
We ship from fulfillment centers and supplier warehouses located in the United States, European Union, United Kingdom, and Asia. Your order will be shipped from the most suitable fulfillment location based on product availability and destination country.
Which countries do you currently serve?
We currently serve customers in:
- United States
- European Union countries
- United Kingdom
- Brazil
- Japan
- South Korea
- Singapore
- Argentina
- Uruguay
Additional countries may be added in the future.
Do I have to pay customs duties, VAT, GST, or import taxes?
Depending on your country, local laws and shipping origin, customs duties, VAT, GST, sales taxes, or import fees may apply.
Where taxes are collected at checkout, no additional payment should be required upon delivery. However, some countries may charge import-related fees that remain the customer's responsibility.
Can my order be shipped in multiple packages?
Yes.
Because we work with multiple fulfillment centers and suppliers located in different countries, orders containing multiple products may be shipped separately.
This means you may receive:
- More than one tracking number;
- Deliveries on different dates;
- Products shipped from different fulfillment centers or warehouses.
This process allows us to fulfill orders more efficiently and reduce overall delivery times.
If your order is split into multiple shipments, all items will still be subject to the estimated delivery timeframes provided at checkout.
Please do not be concerned if part of your order arrives before the remaining items. The rest of your order will continue to be in transit and should arrive within the estimated delivery timeframe for your region.
If you have any questions regarding the status of your shipment, our customer support team will be happy to assist you.
How long does delivery take?
Estimated delivery times:
- United States: 3–9 business days
- European Union: 3–14 business days
- United Kingdom: 3–10 business days
- Japan: 5–15 business days
- South Korea: 5–15 business days
- Singapore: 5–15 business days
- Brazil: 7–25 business days
- Argentina: 10–30 business days
- Uruguay: 10–25 business days
Delivery times are estimates only and may be affected by customs inspections, carrier delays, holidays, weather conditions, or high-demand periods.
How can I track my order?
Once your order ships, you will receive an email containing your tracking information.
Please allow up to 72 hours for tracking updates to appear after shipment.
💳 Payments
What currency will I be charged in?
Depending on your location, prices may be displayed and charged in:
- USD ($)
- EUR (€)
- GBP (£)
- JPY (¥)
- KRW (₩)
- SGD (S$)
- BRL (R$)
Currency conversion may be applied by your bank or payment provider.
What payment methods do you accept?
We accept major credit and debit cards and other payment methods available at checkout.
Available payment methods may vary depending on your country.
🔄 Returns & Refunds
Can I return a product?
Yes. Return eligibility depends on the product purchased, the reason for the return, and applicable consumer protection laws.
Please refer to our Returns & Refunds Policy for complete details.
What conditions must be met for a return?
Unless otherwise required by law:
- Product must be unused;
- Product must be in resalable condition;
- Product should include original packaging whenever possible;
- Return request must be submitted within the applicable return period.
Are there products that cannot be returned?
Yes. Non-returnable products may include:
- Opened pet food;
- Perishable products;
- Hygiene-related products;
- Customized or personalized products;
- Products damaged through misuse.
Who pays for return shipping?
Unless otherwise required by applicable law, return shipping costs are the responsibility of the customer.
If the product arrives damaged, defective, or incorrect, Lima Pets LLC may cover return shipping costs or offer an alternative resolution.
How long do refunds take?
Approved refunds are generally processed within 5–10 business days.
The exact timing depends on your bank, card issuer, or payment provider.
🐾 Products
Are your products safe for pets?
Yes. We carefully select products designed for pet use.
However, pet owners should always supervise their pets while using any toy, accessory, or feeding product.
Do product availability and options vary?
Yes.
Product availability, colors, sizes, specifications, and shipping locations may vary by country and warehouse inventory.
Can product packaging differ from photos?
Yes.
Packaging may vary slightly depending on the supplier, warehouse, or manufacturing batch without affecting product functionality.
📍 Orders
Can I change or cancel my order?
Orders can usually be modified or canceled shortly after being placed.
Once processing or fulfillment begins, modifications may no longer be possible.
What happens if I enter the wrong address?
Customers are responsible for providing accurate shipping information.
Orders returned due to incorrect or incomplete addresses may require additional shipping charges before reshipment.
What happens if my package is marked as delivered but I did not receive it?
Please contact us immediately.
We may request additional information and conduct an investigation with the shipping carrier before approving a refund or replacement.
🌎 International Orders
Will customs delay my package?
International orders may occasionally be subject to customs inspections.
Customs processing times are outside the control of Lima Pets LLC.
Can I refuse delivery if customs charges apply?
Customers may refuse delivery; however, any customs duties, taxes, shipping fees, return costs, or carrier charges incurred may be deducted from any eligible refund where permitted by law.
🔒 Security & Fraud Protection
Why might you request photos or videos?
To protect customers and prevent fraud, we may request:
- Photos of damaged items;
- Videos showing product defects;
- Proof of delivery issues;
- Other supporting documentation necessary to evaluate a claim.
What happens in cases of fraudulent claims?
Lima Pets LLC reserves the right to deny fraudulent, abusive, misleading, or unsupported claims and to dispute unauthorized chargebacks when appropriate.
📞 Support
How can I contact customer support?
If you have any questions, please contact us:
📧 Email: contact@limapets.store
📞 Phone: +1 (310) 690-1467
Our support team will respond as quickly as possible.
🐶🐱 Thank you for choosing Lima Pets LLC. We are committed to providing a safe, reliable, and enjoyable shopping experience for pet lovers around the world.