Worry-Free Purchase FAQ

1. What is Worry-Free Purchase?

Worry-Free Purchase is a customer protection against loss, damage or delay during delivery of your order. Additionally, Worry-Free Purchase includes carbon offsets for the emissions resulting from your order's delivery and transit.

2. Do I have to buy Worry-Free Purchase?

Worry-Free Purchase protection is an optional add-on protection that can be selected during the add to cart process, to cover things like shipping-related damage, package loss, and delay.

If you do not wish to buy this add-on, just leave the corresponding checkbox unchecked, and the charges will be removed from your cart.

3. How does Worry-Free Purchase resolve the shipping issues of my order?

The customer experience of Worry-Free Purchase is as follows:

  • Add Worry-Free Purchase for a modest fee to protect the order against loss, damage, and delay.
  • If your protected package suffers loss, theft, delay, or damage, you can report the issue via Email: service@petfiestas.com
  • Our team will assess the issue to determine if the reported order issue qualifies for a payout.
  • If the reported issue does qualify, a refund or a replacement will be automatically sent to you.

4. Is there any time limit for issue reporting?

 For reporting an issue, please be aware of the following conditions and requirements:

  • For issues of loss, when the package is not delivered- the issue cannot be reported sooner than 30 days from the date it was shipped- for domestic shipments (and 60 days for international shipments). Case of "porch piracy", however, where the package is "delivered" according to carrier but not received by customer, must be reported within 7 days from the time the carrier's information is updated to "delivered".
  •  Issues of damage and theft , must be reported within 7-days from the date of delivery.
  •  Issues of delay, where the package is delivered, must not be reported sooner than 10 days after the order fulfillment date for domestic shipments and 30 days for international shipments.
  •  All issues must be reported within 90 days of the order date.

5. What should I do if my order arrives damaged? 

You'll initiate the request using your email and order number found on the confirmation email. Please ensure you take photos of the package or item damage to provide when submitting your order. 

Worry-Free Purchase protection covers shipping related damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. 

The compensation for damaged items will be up to the value paid for the purchased item(s).

6. What should I do if my order was stolen after delivery?

If you purchased Worry-Free Purchase with your order, please report the lost package by contacting us at service@petfiestas.com. We’ll arrange a replacement for you as soon as possible.

7. What should I do if my order was lost during delivery?

If you purchased Worry-Free Purchase with your order, please report the lost package by contacting us at service@petfiestas.com. We’ll arrange a replacement for you as soon as possible.

8. I didn’t mean to purchase Worry-Free Purchase protection, how do I cancel?

You have 24 hours from the time you place your order to contact our customer service at service@petfiestas.com to cancel the Worry-Free Purchase protection.

After the 24-hour window has passed, the Worry-Free Purchase protection will no longer be refundable.