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Order FAQ

We understand that it can be challenging to determine if a company is trustworthy these days. We’ve been in business since 2018, and this global website was launched in 2025. Although the website is relatively new, many customers have already shared their feedback on our products, which you can view here, on product pages. We’re proud to serve a large number of animal shelters and veterinary clinics across the globe. To learn more about us, feel free to visit our social media accounts. If you still have questions, you can always reach us at: su*****@*********st.com. We always reply with 24 hours!

We understand how important fast delivery is for our customers, which is why we process all orders within 1 business day. You should receive an email notification with the tracking number once your order is shipped. If you do not receive any tracking numbers by the end of the next business day after placing your order, please check your spam folder. If you still can not find your tracking number, please contact us at: su*****@*********st.com .

We ship from the European Union.

We ship worldwide via DHL or FedEx. Delivery times typically range from 5 to 14 business days, depending on your location and distance from the EU.

Yes, we accept international orders to most of the countries .

Currently, we accept most business cards.

If you’re unable to find an answer to your question on our site, you’re invited to contact us via email at su*****@*********st.com .

Absolutely. We use an industry standard secure online transaction system.

All of our transaction data is encrypted, then transmitted through a secure server. Secure servers are indicated with an “https” in your current browser URL instead of “http.” Secure pages are also marked with a closed padlock icon in the top lefthand corner of your browser.

These are the three most likely reasons:

  1. You entered a wrong billing address of the credit card. The right billing address is where you receive your credit card statement, or the address stated on your paperless statement.
  2. You entered a wrong security code. It is the 3-digit number following the 16-digit card number on the back of the credit card for Visa, MasterCard, and Discover. For American Express it is 4-digit number on the front of the card, to the far right.
  3. Your card may not have enough money left.

After you place an order:

  1. You will receive an order confirmation email within 1 hour.
  2. We pack and ship your order within one business day.
  3. We will email you the tracking information.
  4. You receive your order usually within 3-7 business days.

Absolutely. All our products are purchased directly from brand manufacturers. We are authorized resellers and can provide you required certification by request.

Often times we noticed that either customers typed their email address wrong or our emails were mistakenly labelled as spam by customers’ email servers, please check your spam folder. Alternatively your order did not go through. To avoid email address typos we recommend creating an account at our store.

You will be asked for any coupon codes at checkout. The coupon application link is located in the top section of the checkout page.