Frequently Asked Questions
Frequently Asked Questions
Below you'll find quick answers to the things customers ask us most. Can't find what you need? Reach our team at support@atlaepetgear.com. If your message is about an existing order, please add your Order Number (for example, 015SHOP-1218) and the email you checked out with, so we can locate it right away.
Orders & Payment
Q: Where do I enter a discount code?
A: You can add a promo code during checkout whether you're paying with PayPal or a card. Here's the flow:
- Choose your item and tap "Add to Cart."
- Open your cart and select "Pay with Debit/Credit Card" to reach checkout — this path handles both PayPal and card payments.
- On a phone, tap "Show order summary" and type your code there. On a desktop, the code box sits on the right side of the page.
- Once the code applies, finish paying with PayPal or by entering your card details.
Q: Which payment methods can I use?
A: You have plenty of secure choices:
- PayPal
- Visa, MasterCard, American Express, Diner's Club
- Nearly all major debit and credit cards
- Apple Pay and Google Pay
Q: How much is shipping?
A: Worldwide shipping starts at $5.99 USD. The final amount can shift a little depending on where you live and any promotions running at the time. You'll always see the exact cost at checkout before you pay.
Shipping & Delivery
Q: Do you ship overseas?
A: Yes — we deliver almost everywhere. Since we run fulfillment hubs in several countries, each order leaves from whichever location can reach you the fastest.
Q: How soon will my order arrive?
A: Once your order has been processed and shipped, expect it to arrive within roughly 10 to 20 business days.
Q: How do I track my package?
A: The moment your order ships, we'll email you a tracking number. Enter it into a universal tracker such as 17track.net to follow its progress.
Q: My tracking hasn't updated — is something wrong?
A: Usually not. Allow 24 to 48 hours after dispatch for the system to register the shipment, and don't be concerned if updates pause for a while — that's completely normal as the parcel moves between carrier facilities.
Q: Only part of my order arrived. Why?
A: When an order includes several items, we may split it across different fulfillment centers so each piece reaches you sooner. Every shipment carries its own tracking number, and we'll email each one to you separately.
Changes & Cancellations
Q: Can I update my address, name, or phone number?
A: These edits are very time-sensitive, so please contact support@atlaepetgear.com as quickly as possible. Include:
- Your Order Number (for example, 071SHOP-112938)
- The email linked to your order
- The full, corrected shipping details
We'll do everything we can as long as the order hasn't been prepared for shipment. After it leaves, no changes can be made.
Q: Can I swap an item (size, color, or quantity)?
A: Timing matters here too. Email support@atlaepetgear.com right away and include:
- Your Order Number (for example, 071SHOP-112938)
- Your order email
- Exactly what you'd like to change
We can only make the adjustment before the order enters the fulfillment stage.
Q: Can I cancel my order?
A: An order can be cancelled only while it's still with us and hasn't been dispatched. Please note a handling fee may apply to cancellations. Once an order has shipped, it can no longer be cancelled.
After Your Order Arrives
Q: My order arrived damaged. What now?
A: We're sorry to hear that. Email support@atlaepetgear.com with the following so we can help:
- Your Order Number (for example, 071SHOP-112938)
- Photos or a short video showing the damage
- A photo of the shipping label on the package
Q: I think my item has a defect or quality problem.
A: To report a quality concern or manufacturing defect, send the details to support@atlaepetgear.com:
- Your Order Number and order email
- A clear description of what's wrong
- Photos or a video that plainly shows the issue
Q: I received the wrong item, or something is missing.
A: Let us put it right — email support@atlaepetgear.com with:
- Your Order Number and order email
- A photo of the item you received by mistake (or a list of what's missing)
Account & Emails
Q: I didn't get an order confirmation email.
A: Start by checking your spam or junk folder. Still can't find it? Message support@atlaepetgear.com with the name and email address you believe you used at checkout, and we'll locate your order and resend the confirmation.
Q: Where is my tracking number?
A: Tracking numbers are sent 1 to 2 business days after an order is processed. If more time than that has passed, please check your spam folder before reaching out to us for an update.