FAQ – Thor's Pet Store

🐶 About Thor's Pet Store

🐶 About Thor’s Pet Store

What is Thor’s Pet Store?
Thor’s Pet Store is an online shop dedicated to providing high-quality, practical, and innovative products for pets and their owners. We focus on comfort, safety, and everyday solutions for dogs and cats — from walking gear and grooming tools to smart pet accessories.

Do you sell products for both dogs and cats?
Yes! Our store offers products designed for both dogs and cats, including grooming tools, feeders, toys, leashes, harnesses, and home accessories.

Where are you located?
Thor’s Pet Store operates online, allowing us to ship products directly to customers worldwide through trusted fulfillment partners.

🚚 Shipping & Delivery

Do you ship internationally?
Yes, we ship to most countries worldwide.

How long does shipping take?
Shipping times depend on your location:

Processing time: 1–3 business days
Estimated delivery: 7–15 business days
In some regions, delivery may take up to 20 business days due to customs or local postal services.

How can I track my order?
Once your order ships, you’ll receive a tracking number by email.
You can also track your package anytime using our tracking partner via the Order Tracking page on our website.

Why did my order arrive in separate packages?
Some items may ship from different warehouses. If you ordered multiple products, they may arrive separately — but rest assured, everything will be delivered.

💳 Orders & Payments

What payment methods do you accept?
We accept all major secure payment options, including:

Credit & Debit Cards (Visa, Mastercard, American Express)
Shop Pay
Apple Pay
Google Pay

All payments are encrypted and processed securely.

Can I cancel or change my order?
If your order has not yet been processed, we may be able to modify or cancel it.
Please contact us within 12 hours of placing your order.

Once shipped, changes or cancellations are no longer possible.

🔄 Returns & Refunds

What is your return policy?
We offer a 30-day return policy from the date of delivery.

To be eligible for a return:

Item must be unused and in original condition
Original packaging must be included

What if my item arrives damaged or defective?
If your product arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photos or video evidence. We’ll gladly send a replacement or issue a refund.

When will I receive my refund?
Once approved, refunds are processed within 3–7 business days, depending on your payment provider.

🐕 Product Information

How do I choose the correct size for collars, harnesses, or chest plates?
Each product includes a detailed size chart in the description.
We strongly recommend measuring your pet’s chest and neck before ordering.

If your pet falls between sizes, we usually suggest choosing the larger size for comfort.

Are your products safe for pets?
Yes. All our products are selected to meet safety standards and are designed with pet comfort in mind. Materials vary by product and are listed clearly on each product page.

Do you test your products?
We carefully evaluate supplier quality, customer feedback, and product performance before adding items to our store.

🐾 Care & Usage

Are grooming tools safe for sensitive pets?
Most grooming tools are suitable for sensitive skin; however, pets vary. Always introduce grooming slowly and stop if your pet shows discomfort.

Can your leashes and harnesses be used for strong pullers?
Many of our leashes and harnesses are designed with reinforced stitching, metal clips, and durable nylon materials suitable for medium to large dogs. Always check the product description for strength recommendations.

📦 Missing or Delayed Orders

My tracking hasn’t updated — what should I do?
Tracking updates may take 2–5 days after shipment. If your tracking hasn’t updated after 7 days, contact our support team and we’ll assist you.

My order is late — what happens next?
If your package exceeds the estimated delivery time, please contact us. We will investigate with the carrier and provide a solution.

📧 Customer Support

How can I contact Thor’s Pet Store?
You can reach us anytime via:

📩 Email: support@thorspetstore.com
🕒 Response time: within 24–48 hours

Do you offer customer support on weekends?
We process messages seven days a week, though response times may be slightly longer on weekends and holidays.

❤️ Our Promise

At Thor’s Pet Store, your pet’s comfort and happiness come first.
If you ever experience an issue, we’re here to help — no complicated processes, no stress.

🐾 Thank you for trusting Thor’s Pet Store!

If you have additional questions, feel free to contact our support team anytime.

More joy. More play. A stronger bond.

Thor's Pet Store was born from a simple idea: life with your pet should feel joyful, playful, and full of moments that bring you closer together.

As pet owners ourselves, we know pets aren't just animals — they're family, best friends, and daily sources of happiness (and sometimes chaos). That's why we selected smart, playful toys and pet gadgets designed to make everyday moments more fun, more engaging, and more memorable.

Every product we offer is chosen with one goal in mind: to help your pet enjoy life a little more — and help you enjoy it with them.