Contact

We’re Here to Help

Have a question about a product, size, order, delivery, or return?

Contact the AtouPet support team and we will be happy to assist you. We normally respond within 1–3 business days.

Customer Support

Email: support@atoupet.com
Response time: 1–3 business days
Support days: Monday–Friday, excluding public holidays

You can also use the contact form below. Please make sure your email address is correct so we can reply.

What Can We Help With?

Our customer support team can assist with:

  • Product information;
  • Size and fit guidance;
  • Order changes or cancellations;
  • Shipping and tracking;
  • Delayed or missing packages;
  • Damaged, defective, or incorrect products;
  • Returns and refunds; and
  • Payment questions.

Product and Sizing Questions

If you need help choosing a product or size, please include:

  • The product name or link;
  • Your pet’s breed;
  • Your pet’s weight;
  • Neck and chest measurements, where relevant;
  • Body length or height, where relevant; and
  • A standing photo of your pet, if helpful.

Sizing suggestions are based on the information provided and cannot guarantee a perfect fit.

Questions About an Existing Order

To help us locate your order quickly, please include:

  • Your full name;
  • Order number;
  • Email address used at checkout; and
  • A short description of your question.

Do not send your full card number, security code, account password, or banking verification code.

Damaged or Incorrect Products

If your product arrives damaged, defective, incomplete, or incorrect, contact us as soon as possible.

Please include:

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

Please keep the product and packaging until our review is complete.

Returns

Contact us before sending any product back.

AtouPet currently does not have a return warehouse in the United States. If a physical return is approved, our support team will provide the correct return instructions and designated return address in China.

Do not send returns to:

  • Our company contact address;
  • The sender address printed on the original parcel; or
  • Any address not authorized by our support team.

Unauthorized returns may be refused, lost, or delayed.

Before Contacting Us

You may find a quick answer in one of our customer help pages:

  • Frequently Asked Questions
  • Shipping Policy
  • Return & Refund Policy
  • Size & Fit Guide
  • Payment Methods

Company Information

Brand: AtouPet
Operating entity: AutoEvex Technology Limited

Company contact address:

Unit 1502, 15/F, Chinachem Golden Plaza
77 Mody Road, Tsim Sha Tsui East
Kowloon, Hong Kong, 000000

This address is provided for company contact and legal correspondence only. It is not a product return address.

Send Us a Message

Complete the contact form below and our support team will reply by email.

Recommended form fields:

  • Name
  • Email
  • Order number (optional)
  • Help topic
  • Message

Suggested help topics:

  • Product Question
  • Size & Fit
  • Order Update
  • Shipping & Tracking
  • Return & Refund
  • Damaged or Incorrect Item
  • Payment Question
  • Other