Frequently asked questions

Order

How to place an order?

Add the selected product to the cart, fill in all the required fields on the checkout page and click the "Confirm order" button.

If you have any difficulties placing an order, you can always contact us here:
How to cancel an order?

Let us know about this in any convenient way and we will make the necessary changes.

Write to us here:
Can I change my order?

Yes, of course! Just please let us know in advance so we can quickly prepare the necessary item.

Write your order number and what exactly you want to replace here:
How do I change my delivery address?

Changed address? No problem!

If the order has not yet been placed, just add a new address in the comment.

And if the order has already been placed, write to us here:

Delivery and payment

Delivery across Ukraine

Orders are shipped across Ukraine by the Nova Poshta postal service.

Delivery is possible to a branch, a post office, or by courier.

Shipping on the day of the order is carried out provided that payment is made by 4:00 PM of the current day.

We usually ship orders within 1-2 business days.
Delivery abroad

Yes, we deliver orders worldwide (except for the Russian Federation and the Republic of Belarus). We ship via the Nova Poshta postal service.

The estimated delivery time is 5–21 days, but due to martial law in Ukraine, the time frame may change.

What should you pay attention to?

  • Exchanges or returns are possible within 14 days of receiving the order. All shipping and customs costs are covered by the buyer. Refunds are made within 3–5 business days after receiving the goods at the warehouse.
  • If the terms of exchange or return are not met, we reserve the right not to provide compensation and return the goods at the buyer's expense.
  • Sometimes there are exceptional situations when the post office may damage or lose a package. In such cases, we send an official request to start a search or receive partial compensation.
  • When placing an order, we recommend that you carefully check all the details: the correctness of the address, the sequence of writing, as well as the postal system of the country you are currently in. This will help avoid delays in delivery.
What is the cost of shipping abroad?

We will include the following for delivery by postal mail:

Poland — 500 UAH
Moldova — 500 UAH
Czech Republic — 600 UAH
Home — 600 UAH
Austria — 1100 UAH

It is advisable to indicate the full declared value of the parcel when sending, so that in case of loss of the parcel after crossing the border, it is possible to receive compensation from the postal service.

To find out the exact cost of delivery to your country, it is better to clarify the customs conditions in advance, since the cost of customs clearance in each country may differ.
How to track an order?

You can track your order by track number in the app or on the Nova Poshta website.

After sending an international order, we will send you a tracking number, which you can use to track the parcel's route.

We always stay in touch with the postal service and make sure your order arrives successfully.

If the parcel is lost, we immediately submit an official application to Nova Poshta and will do everything we can to ensure that you receive your items or money as soon as possible.
What are the payment methods?

You can make payment in the following ways:

Plata by Mono;
Apple Pay;
Visa and MasterCard.

Place your order in a convenient format — and as soon as your payment is confirmed, we will send your package from Pets' Secrets!

Exchange and return

I returned the product, when will I get my money back?

The funds will be returned to your account within 5-7 business days.

Yes, we would also like it faster, but these are standard bank terms.
Is it possible to exchange or return the product?

❗️Exchanges or returns are possible within 14 business days from the date of receipt of the order.

If the item doesn't fit, you can exchange it for any other model from our store that is in stock.

In the event of a difference in price, we will issue a partial refund or ask you to pay the difference.

If you want to return an item, make sure it is:

– neatly folded;
– no signs of wear, odors or damage;
– with all tags present (tags cannot be cut off)

❗️We reserve the right to refuse a return if the item does not meet these conditions.

We include a return form with our address with each order - you need to fill it out, indicating the reason and details for the refund.

In case of exchange, you don't need to fill out an application - just write to our manager in any convenient messenger:

In order for us to be able to identify the package, the shipment must be made by the recipient of the order. If the return is made by another person, be sure to notify us of this and provide information about the sender.

Goods

How to choose a size?

You can choose the size of clothes for your dog according to these instructions.

Not sure if an item will fit?

Write to us - we will help you choose the right size, taking into account the parameters of your dog and your wishes.

And if after receiving your order you see that the fit is not perfect, please contact us, and we will be happy to replace it with a different size of this or that model.
How to care for clothes?

✔️ Choose hand wash or machine wash at a temperature no higher than 30° on delicate mode;

✔️ Try to use liquid detergents;

✔️ Turn things inside out before washing;

✔️ Dry things as far away from direct sunlight as possible on a flat horizontal surface;

✔️ Use a steamer or iron on low temperatures.
Where can I come for a fitting?

We look forward to seeing you at our showroom!

But if you like a specific item, we recommend checking first to see if it is available.

This can be done by contacting us directly.

Showroom address: Lviv, Zelena St. 115 B, 4th floor, office 414
Can I reserve a product?

Of course!

The most convenient way is to simply contact the consultants directly.

Choose the product that suits you, check availability and reserve the necessary products with a minimum prepayment of 200 UAH.