FAQ
Frequently Asked Questions
Ordering & Payments
How do I use a discount code?
- Add your selected products to the cart.
- Proceed to checkout.
- Enter your code in the discount code field. On mobile, you may need to expand “Show order summary.”
- Apply the code and check that the discount appears before completing payment.
Discount codes are subject to their stated conditions and expiration dates. If a code does not work, contact support@yellowberrypet.com before placing your order.
What payment methods can I use?
Available payment methods are displayed at checkout and may vary by location, device, and payment provider.
Please review the options offered for your order before completing payment.
How much does shipping cost?
Orders meeting the applicable free shipping conditions qualify for free standard shipping. Orders that do not meet those conditions are charged USD $5.99 per order.
Any minimum order value or promotional conditions will be displayed on our website and at checkout before payment.
Does Tootie qualify for free shipping?
Yes. The Tootie Animated Singing Elephant Plush featured with our free shipping offer includes free standard shipping with no minimum spend, to destinations supported at checkout.
Other products in the same order may have separate shipping charges. Please review the final shipping charge before paying.
Free shipping does not automatically include customs duties or import taxes.
Shipping & Delivery
Do you ship internationally?
We offer international shipping to destinations supported at checkout.
If we discover after payment that we cannot deliver to your address, we will contact you and refund the canceled order, including its shipping charge.
How long does order processing take?
Orders are processed within 3 business days after order confirmation, excluding weekends and public holidays.
Processing time is separate from delivery time.
How long does delivery take?
After dispatch, delivery typically takes 10–20 calendar days.
This estimate does not include the processing period of up to 3 business days.
Customs clearance, public holidays, weather, and carrier disruptions may cause delays. If your order is overdue, please contact us so we can investigate and assist.
How can I track my package?
We will email your tracking number after dispatch.
You can track your package through the carrier’s website or 17TRACK.
Why is my tracking information unavailable or not updating?
Please allow up to 48 hours after dispatch for tracking information to appear.
Updates may pause while a package moves between carrier facilities. If tracking remains unavailable after 48 hours, has not updated for more than 7 consecutive days, or your order is overdue, contact us for assistance.
Why did I receive only part of my order?
Orders containing multiple items may arrive in separate packages. We will provide tracking information for each shipment.
If an item is missing and you have not received separate tracking information, contact us with your order number and a list of the missing items.
Will I need to pay customs duties or import taxes?
Taxes collected by us will be shown at checkout.
Unless expressly included at checkout, destination-country customs duties, import taxes, and brokerage fees may be payable by the customer. These charges are separate from shipping charges, including free shipping offers.
For further details, review our Shipping Policy.
Order Changes & Cancellations
Can I change my delivery address or phone number?
Email support@yellowberrypet.com as soon as possible with the subject line “Urgent: Shipping Information Update.”
Please include:
- Your order number
- The email address used for your purchase
- The corrected delivery information
We will check whether your request can still be accommodated. Once the package has shipped, changes may no longer be possible. We can help you check the available options with the carrier.
Can I change an item’s size, color, or quantity?
Contact us immediately with the subject line “Urgent: Order Change.”
Include your order number, purchase email, and the changes requested.
Changes depend on the order’s fulfillment status and may no longer be possible once preparation or dispatch has progressed.
Can I cancel my order?
Please contact us as soon as possible with the subject line “Urgent: Order Cancellation.”
We will check whether cancellation is still possible based on the order’s fulfillment status. If we confirm cancellation of the full order, we will refund the payment collected for that order.
If the order has already shipped, we will explain the available return or cancellation options.
This does not affect any applicable statutory cancellation or return rights.
After-Sales Support, Returns & Refunds
What if I am not satisfied with my purchase?
We offer 30-day after-sales support from the date of delivery.
Contact support@yellowberrypet.com within this period. Our team will review your concerns and work with you to find an appropriate solution.
Depending on the circumstances, solutions may include:
- Product guidance or troubleshooting
- Replacement parts
- A replacement product
- An agreed return
- A partial or full refund
This is not an unconditional free trial or automatic money-back guarantee. For dissatisfaction or change-of-mind requests under our voluntary support offer, we will explain any return conditions, shipping costs, and proposed refund amount before you agree to a solution.
Your applicable statutory consumer rights remain unaffected.
What should I do if my item arrives damaged?
Please inspect your order upon arrival and report visible shipping damage within 72 hours of delivery, where possible.
Email us with:
- Your order number and purchase email
- A description of the damage
- Photos of the product, packaging, and shipping label, where available
For confirmed shipping damage, we will arrange a free replacement or full refund, according to your preference. If a return is required, we will provide a prepaid return shipping label.
The 72-hour reporting request helps us investigate promptly. It does not remove your 30-day after-sales support or applicable statutory rights.
What if my product is defective or different from its description?
Contact us with your order details, a description of the issue, and relevant photos or video where helpful.
We will review the issue and provide an appropriate remedy in accordance with your applicable consumer rights. This may include a repair, replacement, price reduction, or refund.
We cover necessary return shipping when resolving a confirmed error on our part.
What if I received the wrong item or something is missing?
Email us with your order number and:
- A photo or description of the item received, if incorrect
- A list of missing items, if applicable
We will investigate and arrange an appropriate resolution. You will not be charged necessary shipping costs to correct an error on our part.
What if my package is lost?
If your package is overdue, contact us so we can investigate with the carrier.
If the shipment is confirmed lost in transit, we will arrange a free replacement or full refund, according to your preference.
Tracking says “Delivered,” but I cannot find my package. What should I do?
Please:
- Check your delivery address and secure delivery locations.
- Ask household members, neighbors, or building management whether they received it.
- Contact us with your order details.
We will assist with a carrier investigation and review the available evidence to determine an appropriate resolution. A “Delivered” tracking status does not automatically rule out assistance or a remedy.
Do I need shipping protection to receive help?
No. Our basic assistance and policy commitments for damaged, lost, or missing packages apply whether or not you purchased optional shipping protection.
How do I return an item?
Contact us before sending an item back.
If a return is agreed, we will provide the return address, instructions, applicable conditions, confirmation of who pays return shipping, and the agreed refund amount or other resolution.
The return address may differ from our business address.
If you have already returned an item, send us your order number and tracking details so we can help locate it and review your request.
When will I receive my refund?
Approved refunds are processed to the original payment method within 10 business days after:
- We receive the returned item, where a return is required; or
- We approve the refund, where no return is required.
Your bank or payment provider may require an additional 3–5 business days to post the refund.
Where applicable law requires an earlier refund, we will follow that requirement.
If more than 15 business days have passed since the applicable receipt or approval date and your refund has not arrived, contact us.
For full details, review our Return & Refund Policy.
Order Emails & Customer Support
I did not receive an order confirmation email. What should I do?
Check your spam or junk folder.
If you still cannot find it, contact us with the email address used at checkout and any available order or payment reference. Please do not send your full card number or card security code.
I have not received my tracking number. What should I do?
Orders are processed within 3 business days, and tracking details are emailed after dispatch.
If this period has passed without an update, check your spam folder and contact us for assistance.
How quickly will customer support respond?
We acknowledge messages within 48 hours and aim to resolve concerns within 7–14 business days.
Some issues may require further investigation. We will keep you informed. Approved refunds follow the timeline stated above or any earlier deadline required by applicable law.
Contact & Company Information
Brand Name: Yellowberry Pet
Company Name: DUMBRAVA A LIMITED
Business Address: 38 Salix Road, Grays, England, RM17 6UH
Email: support@yellowberrypet.com
Call/Text: +1 (934) 345-2899
For order assistance, please include your order number and the email address used for your purchase.