Contact us
We're here to help! Whether you have questions about our products, need assistance with your order, or want to share your feedback, our customer service team is ready to assist you.
Atención al Cliente
Correo: djrong@gmail.com
Tiempo de Respuesta: We normally respond to all inquiries within 24-72 hours during business days.
Horario de Atención
Monday - Friday: 9:00 AM - 5:00 PM (EST)
Saturday: 9:00 AM - 12:00 PM (EST)
Sunday: Closed
Please note: We observe major Spanish public holidays
Preguntas Frecuentes
Before contacting us, you may find the answer to your question in our FAQ section. We have compiled the most common questions from pet parents to help you get quick answers.
Valoramos Tu Opinión
Your experience matters to us. Whether you want to share a success story, provide suggestions for improvement, or tell us how we can better serve you and your pet, we appreciate your feedback.
PetZen Customer Support Team
Dedicated to you and your pet's well-being
Frequently asked questions
Do you have questions? We're here to help
Our team usually responds within 24 to 72 hours (often much faster). During peak periods or holidays, responses may take a little longer.
It is normal for tracking to not show movement for 1-3 business days while in transit.
During holidays or peak seasons, carriers often experience delays and slower scans. If it has been longer than this, please feel free to contact us.
Yes, but only if your order has not yet been processed. Contact us immediately with the correct address.
If it hasn't shipped yet, we can cancel it. Once it has shipped, cancellations are not possible.
Yes. For full details, please visit the Returns section in our website menu. If you still need assistance after reviewing it, please contact us with your order number and we will guide you through the process.
Shipping times vary depending on your location and from which fulfillment center your order is shipped. On average, most orders arrive within 6–10 business days. During holidays or peak seasons, carriers may experience additional delays.