Shipping
What is the Status of My Order?
To check the status of your order, go to Orders
How Do I Cancel or Change My Order?
If your order hasn't shipped yet, you can cancel it from your account. Go to Orders, click on the order you want to cancel, and click the "Cancel This Order" link.
If you need help canceling your order, please send us a message with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund. We also accept returns within 30 days of purchase.
How Long Does it Take to Get My Order?
Most customers can expect to receive supplies within 7 to 10 days. Orders that require prescription approval or personalization may take longer to ship.
How Much is Shipping?
Free delivery on all orders.
What Happens if My Package Gets Lost?
Don't worry, we will only resend your package free of charge if you have paid for the shipping insurance.
Please make sure you check your order and the contents of your package carefully before signing for it.
Do I Need to Be There to Sign for It?
Nope! If you're not home, the driver will leave your package at the door, inside your mailbox, or with your doorman. But Philippines, Singapore, Malaysia, Thailand, Indonesia, and Vietnam, we provide cash-on-delivery service, so you need to be there to sign for it.
Payments
How Do I Make a Purchase?
To place an order, make sure you are logged in to your Puainta website.
Next, search for the items you would like to order. Use the search bar at the top of the page to search for products. Or, click “Shop by Pet” to browse different categories. Click on a product to see more details. To add the product to your cart, click on the orange button that says “Add to Cart.”
After you add something to your cart, you can keep shopping or check out. To check out, click on the orange button that says “Proceed to Checkout.” While you’re shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout.
On the checkout page, add or select your shipping address. Next, add your select your payment method. Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you’re ready, click the orange button that says “Place Order.” We’ll send you an email confirming your order.
How Do I Add a Payment Method?
To pay with a credit or debit card, go to Payment Methods and click “Credit Card.” Fill in the required information exactly as it appears on the card and click the button that says “Save Payment Method.”
Why is My Credit Card Not Working?
If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card.
What Information Do I Need to Check Out?
Our checkout is easy, fast, and secure. Enter your shipping address, phone number or email, and payment method, then place your order!
What Forms of Payment Do You Accept?
We accept Visa, MasterCard, American Express, Discover, Apple Pay, and PayPal. And also accept VietQR, FPX, Grabpay(Malaysia), TouchNGo, and Boost.
Returns
How Do I Request a Return or Replacement?
Step 1: Please log in to your Puainta account to submit a Return/Exchange request on contact us page.
Step 2: After submitting the return/exchange request online, you will receive authorization and return address by email within 48 hours.
Step 3: Ship the return package to our warehouse and input the return shipping info ( tracking No. & delivery company) .
Step 4: You will receive refund within a week or have an exchange order sent out within 3 days after we receive your package.
All done! We'll email you once processing your refund or exchange.
How Long Does It Take to Get My Refund or Requested Item(s)?
After receiving your returned package, we will issue the refund to your original payment account within a week or ship out an exchange order within 3 days accordingly.
Prescription Items
Does it meet the FDA guidelines?
Yes, our products meet FDA standards and everything is in compliance.
Is Puainta product safe?
Under normal circumstances, the product is safe and should be used within the recommended range of the instruction manual or under medical supervision.
Can it be used for different periods/breeds of dogs?
Some products are not recommended for use before 2 months of age, during pregnancy, or while nursing.
How long does it take to see results after taking the product?
Depending on the severity of your pet's symptoms and whether or not you are taking the correct product, results can be seen in 3 to 5 days under normal circumstances.
Are there any conflicts with other products I am taking?
We recommend contacting your veterinarian for a consultation if you do not know the exact situation.
Can my pet's diseases be transmitted to me?
Yes, they can often be passed on to you in unpleasant ways such as parasites, fungal infections or bacteria. But we can take steps to protect you and your pet.
How do I care for my senior pet?
Regular veterinary care, balanced nutrition, proper exercise and a comfortable environment, but most importantly, companionship.
How should I tell when my dog is not feeling well/sick?
1: Changes in mood or behavior may indicate that something is happening to your dog, such as anxiety or illness.
2: Appearance is different than usual, such as slightly red, cloudy eyes, red, bumpy, scaly or peeling skin.
3: Sudden vomiting or diarrhea
4: Urination or straining to urinate more often than usual
5: Unusual wheezing and coughing
6: Temperature over 103 degrees or other symptoms
Although there is no way to ensure that your dog will never get sick, there are steps you can take to help keep them healthy.