Frequently Asked Questions (FAQ)

RTpetshop — rtshopstore.com

Shipping & Delivery

Which countries do you ship to?

We ship to most countries across Europe and the Americas, including all EU member states, the United Kingdom, Norway, Switzerland, Brazil, the United States, Canada, and more. If you’re unsure whether we deliver to your location, please contact us at contact@rtshopstore.com before placing your order.

How long does delivery take?

Estimated delivery times vary by region:

These are estimates and may vary depending on customs clearance, carrier delays, or peak periods. Orders are typically dispatched within 1–3 business days.

How do I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number and a link to track your parcel. We ship via AliExpress Standard Shipping, Cainiao, and PostNL — you can also track your order directly on their websites using your tracking number. If you haven’t received a tracking email within 5 business days of your order, please contact us.

Why is my order taking longer than expected?

International shipments can occasionally be delayed by customs inspections, public holidays, or high-volume periods (such as Black Friday or Christmas). If your order is significantly overdue, please reach out to us and we’ll investigate on your behalf.

Returns & Refunds

What is your return policy?

We want you to be completely satisfied with your purchase. If you’re not happy with your order, you may return it within 30 days of receiving it. Items must be unused, in their original packaging, and in resalable condition.

EU & UK customers: Under the Consumer Rights Directive, you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

How do I start a return?

Contact us at contact@rtshopstore.com with your order number and the reason for your return. We’ll guide you through the process and provide return instructions. Please do not send items back without contacting us first.

When will I receive my refund?

Once we receive and inspect the returned item, we will process your refund within 14 days using the same payment method you used for the original purchase. You’ll receive a confirmation email when the refund has been issued.

What if my item arrived damaged or incorrect?

We’re sorry to hear that! Please contact us within 7 days of receiving your order, with photos of the item and packaging. We’ll arrange a replacement or full refund at no extra cost to you.

Payments

What payment methods do you accept?

We accept the following payment methods:

• Stripe — credit and debit cards (Visa, Mastercard, American Express, and more)
• PayPal — including PayPal balance and linked bank accounts

All transactions are processed securely. We do not store your card details.

Is it safe to pay on your website?

Yes. All payments are handled by Stripe and PayPal, which are PCI-DSS compliant and use industry-standard encryption. Your financial information is never stored on our servers.

Do prices include VAT?

For customers in the European Union, prices displayed on our website include VAT where required by law. The applicable VAT rate is determined by your country of residence.

For customers outside the EU (including the UK, USA, Brazil, and Canada), prices are shown excluding local taxes. Any applicable import duties, customs fees, or local taxes are the responsibility of the buyer and are determined by your country’s customs authority.

Will I have to pay import duties or customs fees?

Orders shipped outside the EU may be subject to import duties and customs fees imposed by your country. These charges are not included in our prices and are the buyer’s responsibility. We recommend checking your local customs regulations before ordering. RTpetshop is not responsible for delays or costs caused by customs clearance.

Products & Quality

How do you select the products in your store?

Every product in our store is carefully reviewed before being listed. We evaluate items based on:

• Safety — materials and components suitable for pets
• Quality — durability, finish, and construction
• Customer reviews — ratings and feedback from verified buyers
• Value — fair pricing relative to quality

We do not list products that we wouldn’t feel confident recommending to fellow pet owners.

Are your products safe for pets?

We only list products that meet general safety standards for pet use. However, every pet is different — always supervise your pet when introducing a new toy, accessory, or food product, and consult your vet if you have specific health concerns.

Do you sell food or supplements?

Our current catalogue focuses on pet accessories, toys, and lifestyle products. If you have a specific product request, feel free to contact us — we’re always looking to expand our range.

Customer Support

How can I contact you?

You can reach us by email at contact@rtshopstore.com. We aim to respond to all enquiries within 1–2 business days.

What are your support hours?

Our support team is available Monday to Friday. We’ll always get back to you as quickly as possible.

I haven’t received my order confirmation email — what should I do?

Please check your spam or junk folder first. If it’s not there, contact us at contact@rtshopstore.com with the email address you used to place the order and we’ll resend it.