Frequently Asked Questions
Last Updated: July 24, 2026
1. Where do you ship to?
We offer free standard shipping to the contiguous 48 states of the United States. We do not ship to Alaska, Hawaii, U.S. overseas territories, or military bases (APO/FPO/DPO addresses).
2. How much does shipping cost?
All orders within the contiguous United States enjoy free standard shipping. There are no additional shipping fees at checkout.
3. How long does it take to receive my order?
Orders are typically processed within 1–2 business days. Once shipped, delivery usually takes 5–10 business days. The total estimated time from order placement to delivery is generally 6–12 business days.
4. What is the order cutoff time?
Orders placed before 2:00 PM Pacific Time (PT) on business days (Monday – Friday) are usually processed the same day or the next business day. Orders placed after 2:00 PM PT or on weekends/holidays will be processed on the next business day.
5. Can I change my shipping address after placing an order?
If your order has not yet been processed or shipped, you may request an address change by contacting us at service@jiupetio.com as soon as possible. Once the order has been shipped, we cannot modify the delivery address.
6. What if I provided an incorrect shipping address?
Please make sure your shipping address is complete and accurate when placing an order. We are not responsible for delays, lost packages, or additional costs caused by incorrect or incomplete addresses. If a package is returned due to an address error, additional shipping fees may apply for reshipment.
7. What is your return policy?
You may request a return within 30 days of receiving your order. For damaged or defective items, we cover the return shipping cost. For other reasons (such as change of mind), the customer is responsible for return shipping. Items must be unused and in original condition.
8. What items cannot be returned?
The following items are not eligible for return:
- Items that have been used, washed, or soiled
- Items without original tags or packaging
- Personalized or customized products
- Items marked as “Final Sale” or “Non-Returnable”
- Items returned after the 30-day return window
9. How do I start a return?
Please contact us at service@jiupetio.com within 30 days of receiving your order. Provide your order number and the reason for the return. For product issues, include clear photos. We will review your request and provide return instructions or a prepaid return label if applicable.
10. Where do I send the returned item?
The return address will be provided by our customer service team after your return request is approved. Please do not ship items back without prior authorization.
11. How long does it take to receive my refund?
Refunds are typically processed within 7–10 business days after we receive and approve the returned item. Due to varying bank processing times, it may take an additional 5–10 business days for the refund to appear on your statement.
12. Do you charge a restocking fee?
No, we do not charge any restocking fees.
13. Do you offer exchanges?
We currently do not offer direct exchanges. If you need a different size, color, or style, please return the original item for a refund and place a new order.
14. Can I cancel my order?
If your order has been paid but has not yet been shipped, you may request a cancellation. Once confirmed, a full refund will be issued. If the order has already been shipped, it cannot be cancelled, but you may request a return after receiving the item.
15. How is sales tax calculated?
Applicable state sales tax is automatically calculated and charged at checkout based on your shipping address and the tax rates of each state.
16. How can I contact customer service?
You can reach us by email at service@jiupetio.com or by phone at +1 253-458-6745. Our business hours are Monday – Friday, 9:00 AM – 5:00 PM (Pacific Time). We typically reply to emails within 1–2 business days.
17. Where is your company located?
Jiupetio is operated by Xuzhou Jiuhong Pet Products Co., Ltd., a manufacturing company based in Xuzhou, China. Our U.S. customer service address is 5114 Point Fosdick Dr, Ste F, Gig Harbor, WA 98335, United States.
Contact Information
U.S. Customer Service
5114 Point Fosdick Dr, Ste F
Gig Harbor, WA 98335
United States
Phone: +1 253-458-6745
Email: service@jiupetio.com
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (Pacific Time)