FAQ

# Frequently Asked Questions (FAQ) | Hearty Pet Supplies
## 1. Order & Payment
Q: What payment methods do you accept?
A: We accept PayPal, Visa, Mastercard, American Express and all mainstream credit cards; all checkout payments are encrypted with secure SSL system to protect your fund safety.

Q: Can I modify or cancel my placed order?
A: Order cancellation/modification is available within 12 hours after payment; send your order number to chenliuzhen01@gmail.com for help. Once parcel enters shipping processing, order cannot be canceled.

## 2. Shipping & Delivery
Q: How can I track my parcel?
A: After order dispatched, tracking number will be auto-delivered to your registered mailbox, enter the number on carrier official site to check real-time logistics status.

Q: When can I get free shipping?
A: All  orders  automatic free standard shipping at checkout.

## 3. Return & Product
Q: Can I return opened pet snacks/food?
A: For food safety regulation, opened/consumed pet food & edible snacks cannot be returned or refunded; unused unopened non-food pet items follow our 30-day return rule.

Q: My item arrived damaged, what should I do?
A: Take clear pictures of damaged product & package within 48h after receiving goods and email us, we arrange free resend or full refund rapidly.

## 4. Discount & Membership
Q: How to get 10% first-order discount?
A: Subscribe our newsletter at homepage footer input box, exclusive 10% off coupon code will send to your email instantly for your first purchase.

Q: Where to check discount promotion?
A: Check our Sale collection page for limited-time flash sale and seasonal pet product discounts.

## 5. Contact Support
Q: How long for customer service reply?
A: Our support team replies all email inquiries within 24 working hours via chenliuzhen01@gmail.com.