Help Center

The ordering process is simple and quick: Browse products → Select specifications/quantity and add to cart → Proceed to checkout → Fill in shipping information → Choose payment method → Complete payment. After submitting your order, you can track its status under "My Orders". We will arrange shipment promptly once payment is confirmed.

You may modify shipping details (address, contact info) or request order cancellation before shipment. Once the order is packed and dispatched, modifications or cancellations are no longer available. For returns or exchanges in this case, please follow our after-sales process upon receipt. Contact our online customer service immediately for urgent requests.

Domestic shipping typically takes 3–7 business days. International orders may take 7–21 business days, depending on the destination country and customs processing. You can track your order via the link in your confirmation email.

We offer a 30-day return window for unused, undamaged products in their original packaging. If you receive a defective or wrong item, please contact our support team within 7 days for a free replacement or full refund.

The free shipping qualification is based on the final actual paid amount (after deducting coupons, discounts and other promotions). Once the discounted total reaches $9.99 or more, shipping fees for small items will be waived automatically at checkout.

We apply a tiered shipping fee structure for small items, based solely on the actual order amount paid. The specific rules are as follows:
• Order amount $0–$6: Shipping fee $5
• Order amount $6.01–$9.98: Shipping fee $3
• Order amount $9.99+: Free shipping
Note: This shipping policy applies only to small items. Shipping fees for large/specialty products are marked separately, and the exact shipping cost will be auto-calculated at checkout.

No, shipping fees are not cumulative. For multiple small items in one order, the tiered rate applies to the total final paid amount. The more you purchase, the more cost-effective it is — simply reach $9.99 to enjoy free shipping.

Once your order is shipped, you will receive a shipping confirmation email with a tracking number and link. You can also log into your ESO PET account and view the order status under "My Orders."

All products displayed on the website are in stock. Under normal circumstances, orders will be packed and shipped within 1–3 working days (delayed by 1–2 days during holidays and peak sales periods). We will upload the tracking number immediately after shipment.

All products undergo strict quality inspection before warehousing and delivery. You may inspect the package upon receipt. If you receive defective, damaged, wrong or missing items, please keep the original packaging and provide photos to contact our customer service for prompt resolution.

For standard destinations, delivery usually takes 7–15 working days after shipment. Delivery may be slightly delayed due to remote areas, customs inspections, holidays or other unforeseen circumstances, subject to the latest logistics updates.

We support 7-day free returns/exchanges for unused items in intact, resalable original packaging. For quality issues, wrong items or missing items, returns/exchanges are allowed beyond the 7-day period, and we will cover all round-trip shipping costs.

Step 1: Contact online customer service, state the reason for return/exchange and provide photos of the item.
Step 2: Our team will review your request and send the return address and instructions once approved.
Step 3: Ship the item back and provide the return tracking number.
Step 4: We will process the refund or resend a replacement promptly after receiving and verifying the returned item.

Once the refund is approved, it will be processed to your original payment method within 1–3 working days. The actual arrival time depends on the processing speed of your payment platform or bank. Contact customer service for help if the refund is delayed beyond this period.

Yes, coupons are valid for use with our shipping promotions. The tiered shipping fee rule applies to the final discounted amount, and free shipping is still available for orders over $9.99 after coupon deduction.

You can click the "Online Customer Service" icon at the bottom right corner of the page to send your questions directly. You may also leave a message via the email address listed at the bottom of the page, and our team will respond promptly during working hours.