We only stock items that we would be happy for our pets to have – and they’re a fussy lot! All products from Petrip are Brand New, Original and Authorised. We do not sell cheap rip-offs – we respect manufacturer copyright and the quality assurance that this entails. That’s why we stand behind our products with our 60-day money back guarantee.

All items are inspected at time of packing to ensure no missing parts or damage. If your item/s arrive damaged or missing components, please contact us within 5 days of receipt of goods. Proof of damage and/or return of item may be required to obtain a refund/replacement.

Please contact us and we’ll look up when we are expecting our next delivery. You can also sign up for a notification so you'll receive an email as soon as it's back in stock.

As long as your order status is “UNFULFILLED”, the order can be canceled from your end before 07:59 a.m. (PST) of the next day. The packaging process starts at 8 a.m. sharp in the morning, so please go ahead and cancel the order through “MY ACCOUNT” page, or the confirmation email that you received. The order will not be eligible for cancellation if it has already been fulfilled. *CS Operating Hours: 10:00 to 18:00 (KST) / 18:00 - 02:00 (PST)

We suggest you cancel the original order and place a new one. If you had applied a discount code, you must inquire the customer service for a new one, as it cannot be reused. If you placed a large order and is complicated to cancel it, our customer service center will edit the order for you. However, pleae keep in mind that we won’t be able to assist during the non-operating hours (02:00 - 18:00, PST), due to the time difference.

If you ordered with a wrong address, you must contact our customer service center (contact button below) as soon as possible. Keep in mind that if your order has already been fulfilled, we won’t be able to help you further. You may contact the customer service of the courier, but any extra charge upon this address change request is subject to the customer.

We apologize for the confusion and inconvenience caused to you. Paypal has a unique payment system called the "pre-authorization". When a customer places an order, paypal goes through a review of the payment to verify whether or not they can approve it. In this process, they charge the customer for the same amount, but actually this is just a temporary charge which will be pending during the review process. The second charge will be refunded as soon as the first payment has been approved. We are sorry to tell you that this is not a feature that we can control. We would truly appreciate it if you could wait a few hours or days for the payment to be approved, as you will get refunded for the pre-authorized payment soon. Please let us know if you do not get refunded for the second charge within a week. We appreaciate your understanding!

Our warehouse starts processing the orders every day at 8 a.m. (PST) if the items are available in USA. And the packages will ship out from LA. A shipping confirmation email with the tracking number will be sent to you once the order is dispatched.

We use Korea Post, China Post, USPS, UPS & FedEx for the courier service and the delivery time varies by location. It usually takes about 2-5 business days on average, but duly note that there may be delays for unforeseen factors that occur during the shipment process. Please provide a physical address, as UPS does not ship to PO Box, FPO/DPO/APO addresses. We appreciate your understanding!

For US residents, we offer free shipping for many items. However, please be noted that it may vary depending on the items, region, such as Hawaii or Alaska.

If you have not received your package, please reach out to the customer service as soon as possible. To contact our customer service center, refer to the [Contact Us] page at the bottom of the website. However, please keep in mind that the customer is responsible for the missing package if it was not delivered correctly due to the incorrect address provided.

You will receive a shipping confirmation email when the order ships out. Refer to the tracking number you received in the email, or you may also find it in your “My Account” page. For your reference, we use many shipping carriers as our shipping courier service depending on the locations of the items.

We truly apologize for the issue. In this case, please provide three pictures at help@anua.us as guided below: 1) A picture of the exterior packaging, with the tracking number showing on the shipping label. 2) A picture of all the items inside the original packaging. 3) A picture of the actual item that was damaged. Please note that compensation may not be offered if the aforementioned pictures are not provided. Make sure to take the pictures first, and then discard the packaging. We appreciate your cooperation on this matter.

Please contact our customer service and provide a picture of all the items that you received. Customer service contact information can be found at the bottom of the website at [Contact Us]. We will get back to you as soon as possible, after checking with the warehouse. Duly note that there may cases where we will have to retrieve the package. So please keep the items in their original condition without opening them.

Unfortunately, we are not offering exchanges at the moment. Please contact the customer service to request a return, and place a new order.

In order to return any items, you must comply with the following. · Return requests should be done within 14 days from the day of arrival. · The items must be sealed, unused, and in the same condition that you received them. · Any gifts that were given for free should be included as well. · You must inform the customer service about the return in advance, and receive confirmation. The return process is as follows: Once you reach out to the customer service team regarding the return, you will receive a return label via e-mail. Please print out and bring the return label to the UPS center, where you will submit the returning package. (You can print the return label at their center as well). The refund will be processed once the package is returned and inspected by our warehouse, and they have confirmed that there are no issues found. ▶ [Partial returns] The customer will be responsible for the return shipping fee of $6.99 (variable depending on the region). Please read the regulations carefully and contact our customer service regarding the return.

Any item that is marked Return to Sender for any reason (for example, refusal at address, incorrect address or unclaimed) will be refunded upon return to our warehouse. All Return to Sender parcels are refunded minus a original postage costs.

*Please do not return items by COD or Return to Sender - contact us before you return anything to avoid additional delays.

What if I want to get more information about the product that I am interested in? Please read our listing description as we try our very best to include all the information available. However, if you have any more questions, please message us or shoot us an email at petrip.shop@gmail.com

We accept all major credit card and debit card.

The refund process will depend on the payment gateway system and the card company. Even if we have processed a refund from our end, it may take longer for the 3rd party to approve it. In case you do not receive a refund for more than 2 weeks, please contact the card company.