Frequently Asked Questions

Find answers about AtouPet products, sizing, orders, shipping, returns, and product care.

If you still need help, email us at support@atoupet.com. We normally respond within 1–3 business days.

Products & Shopping

1.What products does AtouPet offer?

AtouPet offers practical travel and home essentials for dogs, cats, and small pets, including:

• Pet carriers and backpacks;
• Dog car seats and booster seats;
• Car seat covers and safety restraints;
• Harnesses and leashes;
• Sling and front carriers;
• Soft recovery collars; and
• Travel bundles and accessories.

Product availability may vary by country and season.

2.Are AtouPet products suitable for both dogs and cats?

Some products are designed specifically for dogs or cats, while others can be used by both.

Check the product title, description, size chart, weight limit, and usage instructions before ordering.

3.How do I know whether a product will fit my pet?

Measure your pet and compare the measurements with the size chart on the individual product page.

Depending on the product, you may need to measure:

• Neck circumference;
• Chest girth;
• Back or body length;
• Sitting height;
• Body width; and
• Weight.

Do not select a size based only on breed, age, or weight. Pets of the same breed or weight can have different body proportions.

4.What should I do if my pet is between sizes?

For adjustable products, the larger size often provides more adjustment room. However, harnesses and escape-resistant products must still fit securely enough to prevent slipping out.

Use:

• Chest girth as the primary measurement for harnesses;
• Internal dimensions for carriers and car seats; and
• Neck circumference and nose length for recovery collars.

Contact us before ordering if you are unsure.

5.Can AtouPet help me select a size?

Yes. Email support@atoupet.com with:

• The product name or link;
• Your pet’s breed;
• Your pet’s weight;
• Neck circumference;
• Chest girth;
• Body or back length; and
• A standing side-view photo, if helpful.

Our sizing suggestions are based on the information you provide but cannot guarantee a perfect fit.

6.Are product colors exactly the same as shown online?

We try to display product colors accurately. However, slight differences may occur because of lighting, photography, screen settings, or production batches.

Pet Carriers & Travel Products

7.How do I choose the right pet carrier?

Compare your pet’s length, height, body width, and weight with the carrier’s internal dimensions and stated weight limit.

Your pet should have enough room to sit and lie down comfortably. Where the carrier design allows, your pet should also be able to turn around.

Do not select a carrier using weight alone.

8.Are AtouPet carriers airline approved?

Some carriers are designed with common airline cabin requirements in mind, but no carrier can be guaranteed for every flight.

Airline rules vary by:

• Airline;
• Aircraft;
• Route;
• Cabin class;
• Pet type; and
• Combined pet and carrier weight.

Always contact your airline before departure and confirm its current carrier dimensions, pet policies, documentation, and fees.

9.Can I attach a carrier safety tether to my pet’s collar?

No. Attach an internal safety tether to a properly fitted harness, not directly to a collar.

Attaching a tether to a collar may place dangerous pressure on your pet’s neck.

10.Are pet backpacks and slings suitable for long trips?

Suitability depends on the product, your pet’s size, temperature, trip length, and comfort level.

Allow regular breaks, monitor ventilation, and never leave your pet unattended inside a carrier. Some sling carriers are intended for short outings rather than extended travel.

11.Do AtouPet car seats or seat belts guarantee protection in a collision?

No pet travel product can eliminate all risks during sudden stops or collisions.

Unless a product page specifically states otherwise, do not assume a product has been crash-tested or certified by an independent safety organization.

Always:

• Follow the installation instructions;
• Use an appropriately fitted harness;
• Never attach a car restraint directly to a collar;
• Check all straps before driving; and
• Keep your pet in the rear seating area where appropriate.

12.Will a dog car seat fit every vehicle?

Vehicle seat dimensions, headrests, seat-belt systems, and center consoles vary.

Check the product dimensions and installation method against your vehicle before ordering. Contact us if you are unsure about compatibility.

Harnesses & Recovery Products

13.How should a harness fit?

A harness should fit securely without restricting natural movement or breathing.

You should generally be able to fit approximately two fingers between the harness and your pet. Check that your pet cannot back out or slip through the straps.

Recheck the fit regularly, especially for growing pets or after weight changes.

14.Is an escape-resistant harness completely escape-proof?

No harness can guarantee that every pet will never escape.

Correct sizing, adjustment, supervision, and regular fit checks are essential. Replace the harness if straps, buckles, or connection points become worn or damaged.

15.How do I choose a recovery collar?

Measure:

• Your pet’s neck circumference; and
• The distance from the neck to the end of the nose.

The collar should fit securely without restricting breathing or swallowing. It should extend far enough to reduce access to the affected area.

Soft recovery collars may not be suitable for every injury or surgical site. Consult your veterinarian if you are unsure.

16.Are recovery collars a substitute for veterinary care?

No. Recovery collars may help reduce licking, biting, or scratching, but they do not diagnose or treat a medical condition.

Follow your veterinarian’s instructions and contact a veterinary professional if your pet appears unwell or can still reach the affected area.

Product Care

17.How should I clean my AtouPet product?

Cleaning instructions vary by product and material. Always follow the care instructions on the product page or label.

General recommendations include:

• Remove loose pet hair before cleaning;
• Use mild detergent;
• Avoid bleach and harsh chemicals;
• Hand wash when machine washing is not specifically permitted; and
• Allow the product to dry completely before use.

Incorrect washing may damage padding, coatings, buckles, straps, or structural components.

18.Can I use a damaged product?

Do not use a product if you notice:

• Torn fabric;
• Loose stitching;
• Cracked buckles;
• Damaged zippers;
• Frayed straps;
• Deformed support structures; or
• Loose connection points.

Inspect travel and restraint products before every use.

Orders & Payments

19.What payment methods do you accept?

Available payment methods are displayed during checkout and may include major credit cards and supported digital payment services.

Payment availability may vary by country, currency, and device.

20.Is checkout secure?

Yes. Payments are processed through secure third-party payment providers. AtouPet does not directly store your complete card information.

21.What currency will I be charged in?

The available currency is based on the country or region selected on the website.

Your bank or payment provider may apply currency conversion or international transaction fees. These fees are determined by the payment provider and are not controlled by AtouPet.

22.How do I know if my order was successful?

After checkout, you should receive an order confirmation email containing your order number and purchase details.

If you do not receive it:

1. Check your spam or junk folder;
2. Confirm that the email address entered at checkout is correct; and
3. Contact support@atoupet.com.

23.Can I change or cancel my order?

Contact us as soon as possible after placing the order.

We will try to accommodate requests submitted within 12 hours of purchase, but changes and cancellations are not guaranteed after the order enters processing or ships.

Once an order ships, it must be handled according to our Return & Refund Policy.

24.Can I combine two separate orders?

We cannot guarantee that separately placed orders can be combined.

If both orders have not entered processing, contact us immediately. Combining orders may not always be possible because products can ship from different fulfillment locations.

25.Why was my order shipped in multiple packages?

Products may ship separately because of size, availability, or fulfillment location.

You may receive multiple tracking numbers, and the packages may arrive on different dates. You will not be charged additional shipping solely because we divided the shipment.

Processing & Shipping

26.How long does order processing take?

Orders are normally processed within 1–5 business days after payment confirmation:

• Small items: 1–2 business days
• Large items: 2–5 business days

Large items may include pet carriers, car seats, car seat covers, bundles, and oversized products.

Processing time is separate from shipping time.

27.Where are orders shipped from?

AtouPet orders are shipped from China or an assigned logistics facility through our international logistics partners.

AtouPet currently does not operate a warehouse in the United States.

28.Which countries does AtouPet ship to?

We currently ship to eligible countries and regions available during checkout, including:

• United States;
• Canada;
• United Kingdom;
• Germany;
• France; and
• Japan.

If your destination cannot be selected at checkout, we are currently unable to ship there.

29.How long does delivery take?

Estimated delivery times after shipment are:

Destination	Estimated Delivery
United States	6–15 business days
Canada	5–7 business days
United Kingdom	5–10 business days
Germany	6–10 business days
France	6–10 business days
Japan	3–6 business days

The total estimated order time is:

Processing time + shipping time

Delivery estimates are not guaranteed. Customs, weather, public holidays, peak seasons, remote locations, and carrier disruptions may cause delays.

30.Do you offer free shipping?

AtouPet offers free standard shipping on qualifying orders of $69 USD or more, after discounts and before applicable taxes or duties.

Eligibility may depend on the product and destination. The final shipping charge is displayed at checkout before payment.

31.How much is shipping for orders below $69?

Shipping charges are calculated according to the destination, package weight, and available delivery service.

The exact amount will be shown during checkout before payment.

32.How can I track my order?

After your order ships, we will email you a tracking number and tracking instructions.

Tracking may take 2–5 business days after shipment to display its first update. International parcels may be transferred between carriers during transit.

33.Why has my tracking information not updated?

Tracking may temporarily pause while the parcel:

• Travels between countries;
• Waits for customs processing;
• Transfers to a local delivery carrier; or
• Moves between logistics facilities.

Contact us if tracking has not updated for more than 10 business days.

34.Will I need to pay customs duties or import taxes?

International orders may be subject to duties, taxes, VAT, brokerage fees, or other charges imposed by the destination country.

Unless clearly stated as included at checkout, these charges are the customer’s responsibility and are not included in the product price or shipping fee.

AtouPet cannot control or predict the amount charged.

35.What should I do if I entered the wrong address?

Email support@atoupet.com immediately.

We will try to update the address before shipment, but changes cannot be guaranteed after the order enters processing.

Customers are responsible for providing a complete and accurate delivery address. Additional shipping costs may apply if a parcel must be resent because of an address error.

36.What should I do if my order is delayed?

Contact us if:

• Tracking has not updated for more than 10 business days; or

• The package has not arrived within 7 business days after the latest estimated delivery date.

We will contact the carrier and assist with an investigation.

37.What happens if my package is lost?

If the carrier confirms that the package was lost before delivery, AtouPet will offer an appropriate resolution, which may include:

• Reshipping the order at no additional charge; or
• Refunding the affected item or order to the original payment method.

38.What should I do if tracking says delivered but I cannot find the package?

First:

1. Check your mailbox, porch, entrance, reception area, and other safe locations;
2. Ask household members, neighbors, or building management;
3. Confirm that the shipping address is correct;
4. Allow up to 2 business days for final delivery; and
5. Contact the local carrier.

If the package is still missing, contact us within 7 calendar days of the recorded delivery date.

Returns & Refunds

39.What is AtouPet’s return period?

Eligible unused products may be returned when a return request is submitted within 14 calendar days of delivery.

The product must meet the conditions in our Return & Refund Policy.

40.What condition must a returned product be in?

For a personal-reason return, the product must be:

• New and unused;
• Unwashed;
• Free from pet hair, stains, odors, scratches, or bite marks;
• In its original condition;
• Returned with all tags, accessories, parts, and gifts; and
• Securely packaged.

Products showing signs of use may not be accepted.

41.How do I request a return?

Email support@atoupet.com within the applicable return period.

Include:

• Your order number;
• The item you wish to return;
• The reason for the return; and
• Photos or videos if the item is damaged, defective, or incorrect.

Do not send an item back before receiving written return authorization and instructions.

42.Where do I send a return?

AtouPet currently does not have a return warehouse in the United States.

If a physical return is approved, it must be shipped to our designated return facility in China. Our support team will provide the correct return address and instructions by email.

Do not send returns to our company contact address or the sender address printed on the original parcel.

43.Who pays for return shipping?

For returns due to personal reasons, such as selecting the wrong size, changing your mind, or disliking the style, the customer is responsible for return shipping to China.

If an item is confirmed to be damaged, defective, or incorrect and AtouPet requires it to be returned, we will cover or reimburse the reasonable cost of standard return shipping.

44.Can I return a product my pet has used?

Products containing pet hair, odors, stains, saliva, bite marks, scratches, stretching, or other signs of use generally cannot be returned for personal reasons.

Pet-related damage, normal wear, and damage caused by incorrect use or cleaning are not considered manufacturing defects.

45.What should I do if my product arrives damaged or incorrect?

Contact us as soon as possible and within 7 calendar days of delivery.

Provide:

• Your order number;
• Clear photos or videos of the issue;
• Photos of the external packaging; and
• A photo of the shipping label.

Depending on the situation, we may offer a replacement, replacement part, partial refund, full refund, or approved return.

For manufacturing defects discovered after delivery, contact us no later than 14 calendar days after delivery.

46.Can I exchange an item for another size or color?

AtouPet does not currently offer direct international exchanges.

If your item is eligible, request a return and place a new order for the preferred size or color.

If the item is defective or incorrect, we may provide a replacement as part of the resolution.

47.Are original shipping charges refundable?

Original shipping charges are not refundable for personal-reason returns.

If the return is caused by a confirmed AtouPet error or qualifying product defect, we will provide an appropriate resolution according to our Return & Refund Policy.

48.How long does a refund take?

After an authorized return is delivered, it is normally inspected within 5 business days.

Once approved:

• AtouPet may take up to 5 business days to process the refund; and
• Your bank or payment provider may take an additional 5–10 business days to post it.

Refunds are issued to the original payment method.

49.Can I return final-sale or clearance products?

Products clearly marked as Final Sale or non-returnable before purchase generally cannot be returned unless they arrive damaged, defective, or incorrect, or applicable law requires otherwise.

50.Can I refuse delivery to return an order?

Please do not refuse delivery without contacting AtouPet first.

Refusing a package does not automatically cancel the order. Shipping, return, customs, storage, or handling charges may be deducted from an available refund where permitted by law.

Contact & Support

51.How can I contact AtouPet?

Email us at:support@atoupet.com

We normally respond within 1–3 business days, Monday through Friday, excluding public holidays.

To help us respond faster, include your order number and relevant photos or videos when contacting us about an existing order.

52.What is AtouPet’s company contact address?

AtouPet
Operated by AutoEvex Technology Limited
Unit 1502, 15/F, Chinachem Golden Plaza
77 Mody Road, Tsim Sha Tsui East
Kowloon, Hong Kong, 000000

This is our company contact address and is not a product return address. Approved returns must be sent to the designated return address provided by customer support.