FAQs

How can I contact Customer Services? 

  • Online Chat 🎙: Please click the speech bubble at the right bottom corner. We typically respond within a minute. If we do not respond to your questions, we will reply to you by email within 24 hours. 
  • By email 📧: We generally answer all emails within 24 hours of receiving them. Please email us at support@sanfrenchie.com
  • Leave a message 💬: You are welcome to leave any message using the form here. We will reply to your message within 24 hours of receiving.

 

How to cancel my order? 

You can cancel your order as long as the product has not been processed. If your order has been processed but not yet been shipped, we charge a $5 non-refundable handling/process fee and the fee will be deducted from the refund if your cancellation is approved.

Please contact us at support@sanfrenchie.com and we will verify your eligibility for cancellation. You will receive a full refund within 10 business days after the cancellation is completed. 

Thank you for your understanding. 

 

How long does delivery take? 

  • Please allow 1-3 business days for the product processing. 
  • Shipping 10-20 business days (exclude weekends or holidays).
  • Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

What payment do you accept?

We process payment through PayPal. However, a PayPal account is not required if you choose to check out using credit cards. To learn more, please click here .

How to check my order status?

You will receive a tracking number for your order after processing (<=3 business days) via email. If this email has not arrived or in your spam folder, please contact us at support@sanfrenchie.com

Please note that the tracking number will not become active until your package has arrived in your country.  Thank you for your patience.

Once you receive the tracking number, please enter your number here to see the updates .

Return & Refund Policy 

You have 30 days to return the product if you are not satisfied with it. 

For more information, please review our Return Policy. 

Please double check the color and size before placing the order. Cats and dogs are our family and friends. For their health reasons, we are not able to accept returns of products and resell them if they have been used.  

We want to make it right in the first place, so we conduct manual checks of every single product before shipping. If the product is damaged during the delivery, you receive the wrong item or you are not satisfied with the quality, please contact us as soon as receiving it. We kindly ask you to send us photos of the damage or other issues, so that we can better assist you. Please contact us at support@sanfrenchie.com and let us know how we can do better.