FAQ

Orders & Shipping

Where do you ship?

We currently ship to customers within the United States.

How long does order processing take?

Orders are typically processed within 1–3 business days after payment is confirmed.

Please note that processing time is separate from shipping time. During holidays, sales periods, or periods of high order volume, processing may take slightly longer.

What shipping options do you offer?

We offer the following shipping options:

Shipping Method	Estimated Delivery Time	Shipping Fee
Express Shipping	3–6 business days	$20
Free Shipping	7–14 business days	$0
Standard Shipping	7–14 business days	$10

Delivery times are estimates and may vary depending on your location, carrier conditions, holidays, or unexpected delays.

Will I receive tracking information?

Yes. Once your order has shipped, you will receive a shipping confirmation email with tracking information if available.

Please allow some time for tracking details to update after your order has been handed over to the carrier.

Order Changes & Cancellations

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible.

We will do our best to assist you. However, once an order has been processed or shipped, we may no longer be able to make changes or cancel it.

What if I entered the wrong shipping address?

Please contact us immediately if you entered an incorrect shipping address.

If your order has not yet been processed, we will try to update the address. Once the order has shipped, we cannot guarantee that address changes will be possible.

Products & Pet Safety

Are your products suitable for everyday pet use?

Yes. Sterling Pet focuses on pet products designed for everyday routines, comfort, care, and convenience.

However, every pet is different. We recommend reviewing product details carefully and choosing items that are appropriate for your pet’s size, age, breed, and behavior.

How do I choose the right product for my pet?

Please check the product description, size information, and usage details before placing your order.

If you are purchasing items such as beds, harnesses, clothing, or accessories, we recommend measuring your pet carefully to help choose the best fit.

Should I supervise my pet while using toys or accessories?

Yes. We recommend supervising your pet while using toys, accessories, or any new product, especially during the first use.

Please remove any product immediately if it becomes damaged or if your pet shows signs of discomfort.

Returns & Refunds

Do you accept returns?

We accept returns on eligible unused items in their original condition and packaging.

To request a return, please contact our customer support team with your order number and reason for return.

What items are not eligible for return?

Items may not be eligible for return if they have been used, damaged after delivery, returned without approval, or are not in their original condition and packaging.

For hygiene and safety reasons, certain pet products may not be eligible for return once opened or used.

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

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include your order number and clear photos of the item, packaging, and shipping label so we can review the issue and assist you.

When will I receive my refund?

Once your returned item is received and inspected, we will notify you about the approval status of your refund.

If approved, your refund will be issued to your original payment method. Please note that banks and payment providers may require additional time to process the refund.