FAQs

Welcome to the East Pets LLC FAQ. Here you can find answers to common questions about our products, orders, payments, shipping, delivery, returns, refunds, tracking, and customer support.

Q1. What is East Pets LLC?

A: East Pets LLC is a pet retailer based in New York City, United States. Customers can shop selected pet products through our online store for delivery within the United States.

Q2. What product categories do you offer?

A: Our current main categories include:

  • Dog Essentials
  • Cat Essentials
  • Feeding & Bowls
  • Interactive Toys
  • Travel Essentials

Product availability and category selection may change as new products are added.

Q3. Do you sell products for both dogs and cats?

A: Yes. East Pets LLC offers products for dogs, cats, and selected products that may be suitable for both.

Please review the individual product page for suitability, features, materials, care information, and other relevant details before ordering.

Q4. What currency do you use?

A: All prices on our website are displayed in United States Dollars (USD $) unless otherwise stated.

Q5. What payment methods do you accept?

A: Payment methods that may be available at checkout include:

  • Visa
  • Mastercard
  • American Express
  • Discover
  • Diners Club
  • JCB
  • UnionPay
  • Google Pay
  • Amazon Pay

The payment methods displayed during checkout are the currently available options for your order.

Q6. Is payment required when I place an order?

A: Yes. Payment is generally required when an order is submitted.

Orders may be subject to payment authorization and security verification before processing.

Q7. Where do you currently ship?

A: East Pets LLC currently ships to addresses within the United States.

International shipping is not currently offered unless otherwise stated on our website.

Q8. How much does shipping cost?

A: Our current standard U.S. shipping rates are:

  • Free Standard Shipping on orders over $100 USD
  • $15 Standard Shipping on orders below $100 USD

Applicable shipping charges are displayed during checkout before payment is completed.

Q9. How long does order processing take?

A: Orders are generally processed within 1–2 business days.

Business days are Monday through Friday, excluding recognized holidays.

Q10. What is your order cut-off time?

A: Our current order cut-off time is:

6:00 PM Eastern Time (ET)

Orders placed after the cut-off time may begin processing on the next business day.

Q11. How long does shipping take after dispatch?

A: Estimated transit time after dispatch is generally 3–4 business days.

Q12. What is the total estimated delivery time?

A: The estimated total delivery time is generally 4–6 business days.

This includes:

  • 1–2 business days processing
  • 3–4 business days transit

Delivery times are estimates and may be affected by carrier delays, weather, holidays, incorrect addresses, or other circumstances outside our reasonable control.

Q13. Can I track my order?

A: Yes. Tracking information may be provided after your order has been shipped.

You can also use our Track Your Order page to review available tracking information.

Please allow some time after shipment for the carrier to update tracking details.

Q14. Can I change my shipping address after ordering?

A: Contact us as soon as possible if you need to correct your shipping address.

We will try to assist, but changes cannot be guaranteed once an order has entered processing or has been dispatched.

Q15. Can I cancel my order?

A: Cancellation may be possible if the order has not yet entered processing or dispatch.

Please contact East Pets LLC as soon as possible if you want to request a cancellation.

If the order has already shipped, you may need to request a return after delivery according to our Returns & Refund Policy.

Q16. What is your return window?

A: Eligible products may be returned within 30 days of delivery, subject to the conditions in our Returns & Refund Policy.

Q17. What condition must a returned item be in?

A: Returned products generally must be:

  • Unused
  • In their original condition
  • In applicable original packaging
  • Returned with included accessories or components
  • Accompanied by proof of purchase or order information

Items that are used, damaged, altered, or otherwise outside the return conditions may not qualify for a refund.

Q18. Who pays for return shipping?

A: Return shipping responsibility depends on the reason for the return.

For change-of-mind returns, customers may be responsible for return shipping costs according to our Returns & Refund Policy.

If you receive a damaged, defective, or incorrect item, please contact us before returning it so we can review the issue.

Q19. How long does a refund take?

A: Approved refunds are generally processed within 12 business days after the returned item has been received and inspected.

The refund is issued to the original payment method.

After we process a refund, your bank, card issuer, or payment provider may require additional time to make the funds available in your account.

Q20. What should I do if my item arrives damaged or incorrect?

A: Please contact us as soon as possible and provide:

  • Your name
  • Order number
  • Description of the issue
  • Clear photographs of the damaged, defective, or incorrect product where applicable

We will review the information and advise you on the next appropriate steps.

Q21. What if my package is delayed?

A: If your package appears to be significantly delayed, first check the tracking information provided by the carrier.

If you still need assistance, contact East Pets LLC with your order number so we can review the available shipment information.

Q22. What if tracking says delivered but I cannot find my package?

A: If tracking shows your package as delivered, please:

  1. Check around the delivery location.
  2. Check with household members or neighbors.
  3. Review any carrier delivery notes.
  4. Contact the carrier where appropriate.
  5. Contact East Pets LLC if further assistance is needed.

Q23. Can products be out of stock?

A: Yes. Product availability may change.

A product may become unavailable because of inventory changes, updates, or discontinuation.

If a purchased product becomes unavailable before fulfillment, we may contact you regarding the affected order.

Q24. Are product colors always exactly the same as shown online?

A: We aim to display product images and colors accurately, but minor differences may occur because of screen settings, lighting, photography, or manufacturing variation.

Please review the individual product description before purchasing.

Q25. How do I know whether a product is suitable for my pet?

A: Review the product page carefully for information such as:

  • Suitable pet type
  • Size
  • Material
  • Intended use
  • Care instructions
  • Safety information

Always use pet products appropriately and supervise pets where necessary.

Q26. How can I contact East Pets LLC?

A: You can contact us using the following information:

East Pets LLC
1193 1st Ave
New York, NY 10065
United States

Email: support@eastpetsllc.com
Phone: +1 646-360-2547

Q27. What are your customer service hours?

A: Customer support is available:

Monday–Friday
9:00 AM–6:00 PM Eastern Time (ET)

Messages received outside normal support hours may be reviewed on the next business day.

Q28. Where can I read your full store policies?

A: Please review the following pages for complete information:

  • Shipping Policy
  • Returns & Refund Policy
  • Payment Policy
  • Privacy Policy
  • Terms of Service

These policies contain more detailed information about your order, payment, shipping, returns, refunds, and use of our website.