Help Center

SHIPPING

Shipping Time

  • How long will my order take to be delivered?

    Pawfect House orders have a processing time of 3-6 business days so please be noted when purchasing, especially gift orders.

    The amount of time it takes your order to leave our warehouse and arrive at the local delivery carrier is different depending on the product type and destination country. It may take from 5-12 business days. For further information, please visit here.

    Due to the global impact of COVID-19, production and delivery times might be delayed by up to 5 business days than the time frame below. We truly apologize for this inconvenience and appreciate your understanding in this period.

    As soon as we’ve dispatched your order, you’ll receive an email from us with the tracking details and carrier tracking site.

  • How can I track my order?

    After we shipped your order out, an email which is entitled “A shipment from order #PHNxxxx” is on the way” will be sent to the email that you used when placing your order.

    After that, click to the blue button “View Your Order” then you will land to your order’s status page where you can track your order.

    All you need now is just simply click to the tracking code provided at that page to check your order’s status.

    Typically, it would take up to 20 business days for your order to be delivered. Hence, please don’t panic if this period has not passed.

  • When will my tracking information appear?

    You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fulfillment centre of your online shop.

  • Why is my shipment status unchanged?

    Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Sometimes the high volume of packages in the seasonal period can also affect the shipping time.

    Please note that tracking information will be displayed after your order starts being shipped.

    P/s: We will try to ship out the package as soon as we could and try our best to avoid unnecessary delays in this pandemic crisis. Hope you understand and wait patiently with us.

  • Still Need Help?

    Can not find the answer you need? Submit a request here

  • Shipping Method

  • How do you ship and what is the pricing?

    We use small mail service to ship your order, mainly to north America, Europe, Australia and some countries in Asia. Shipping costs are calculated automatically at the checkout page depending on the weight of the package and your area.

  • Why didn’t my order come in one package?

    Our warehouses are located in different locations in the US and in Asia. Moreover, our stock is spread out over multiple fulfillment centers in order for them to get to you faster. This means orders containing multiple items may be shipped individually. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way. Therefore, the partial shipment could be applied to customers’ order.

  • Still Need Help?

    Can not find the answer you need? Submit a request here 

  • PAYMENT

    Payment Method

  • How can I pay for my order?

    We offer safe shopping and accept payment via PayPal, Credit card (such as VISA, MASTER CARD, AMERICAN EXPRESS, etc.). Therefore you can choose the most suitable one for you. All products are set in US Dollar, our system will automatically exchange your currency to make it easy for you when placing order.

  • I don't use PayPal. Can I pay with my Debit or Credit Card?

    We accept payments via PayPal, Credit card or Debit card (Visa, Mastercard, Discover, Amex, and Diners Club).

    Follow our instructions below:

    Step 1:After opting for the appropriate Shipping Method, hit “Continue to Payment”.

    Step1

    Step 2:Scroll down to the Payment Information Filling, put a tick to PayPal and click “Complete order”.

    Step2

    Step 3: Now you are landing on the PayPal checkout window, don’t worry, just choose “Pay with Debit or Credit card.

    Step3

    Step 4: Hurray, you are almost there. It’s PayPal Guest Checkout. Simply fill in your Debit or Credit Card information.

    Step4

    Step 5: Click “Continue as Guest” if you do not wish to create an account.

    Final

  • Which currency are you using?

    Our products are set in US Dollar (USD). Please check the convert rate before completing the order.

  • Still Need Help?

    Can not find the answer you need? Submit a request here

  • Privacy Policy

  • How can I trust your store to provide my card information?

    To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

    If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

  • Will my card's information be kept or stolen?

    Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

    Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

    Payment:

    If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

    All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

    PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

    .

  • Payment Errors

  • Why couldn't I complete my order because of "Zip code does not match" error?

    This error typically occurs when the billing address entered does not match what is on file with your financial institution.

    Firstly, please attempt your order again with updated billing information. Please be informed that you need  to match your billing address correctly to the address which you have registered with your card issuer bank. This includes any formatting associated with applicable unit numbers, as well as requiring a full nine-digit zip code for some verification.

    Secondly, be advised that every instance in which this error populates results in a pre-authorization, which will simply fall off and never post to your account. For getting the better support, please contact your bank to figure it out.

  • Still Need Help?

    Can not find the answer you need? Submit a request here

  • MANAGING YOUR ORDER

    Order

  • How to place an order?

    First of all, visit our store at: https://teamofmyheart.com/

    Choose products that you love, have fun customizing them, click “Add to cart” and then hit “Check out”.

    Fill in the shipping details that are most likely to receive packages. Choose a suitable payment method and complete the order.

    That’s it! We will do the rest for you 🙂

    That’s it! We will do the rest for you 🙂

  • How do I modify my order?

    You can modify your order simply by contacting us at here . Please provide all details for your adjustment and your order number. 

    Note: We try to process our orders extra-fast to make sure that they arrive with you as soon as possible so we can’t make sure if we’re able to change your order address, item variant or quantity. Hope you understand.

  • What if a discount wasn't applied to my order?

    If you couldn’t apply the discount code to your order, please contact us here so that we can help you out.

  • Still Need Help?

    Can not find the answer you need? Submit a request here

  • POST-PURCHASE

    Damaged/Defective Item

  • What if I receive a damaged/defective item?

    If you received a defective/damaged item:

    1. It’s not recommended to use the product for better inspectation.

    2. Promptly contact us here, tell us about your problem(s), and don’t forget to attach photos/videos that clearly show the defect/damage/condition for better support. We will give our best to assist.

    We process refunds/replacements/returns on products that were shipped out by us and are defective due to an error on our end (e.g. wrong item, damaged or faulty).

    Full Refund Eligibility does not includecases that are NOT of  Teamofmyheart error, such as;

    • BUYER MISTAKE on purchasing item color, description or quantity, or any other Buyer error.
    • Items past the 30-day warranty period (since delivery).

    Please refer to our Refund Policy here: https://teamofmyheart.com/pages/refund-policy

  • My order has been returned to sender, could you send it back to me?

    There are 2 common reasons that your packet is returned: Your shipping address is incorrect/insufficient or you are not able to collect your package when the post office attempts to deliver.

    In the event the parcel is returned to us due to incorrect/incomplete shipping details, reshipping fees will be applicable.

    In other case you are not able to collect your package when it’s out for delivery, your package would be kept at the local post office for a period of time for collecting before they send it back to the sender. If you are not able to collect your package in time, we are willing to send you a replacement.

    If the second package cannot reach you, we are sorry that there won’t be anything else we can do to help.

  • Tracking shows "Delivered" but there is no package here?

    If you received the delivery notice but the package is not in your mailbox, in your apartment office, or on the porch/doorstep, please don’t worry, there are a few possibilities and steps to do in that event.

    • It could be delivered to the PO Box if you have one. Please stop by the post office to collect your package.
    • Your neighbors and housemates might have received it in error. You might want to reaching out to them.
    • USPS delivery vans have GPS that sometimes automatically updates a shipment as “Delivered” prematurely. Please wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day.

    If the package does not show up (extremely rare occasion), please call the post office (make sure you call the LOCAL OFFICE), and NOT the HOTLINE. You should ask them who delivered the package, and ask them details about that day’s delivery. They are used to these types of questions, and can usually provide helpful information.

  • Still Need Help?

    Can not find the answer you need? Submit a request here