A: We select standard, widely used materials in the pet industry, such as durable cotton blends, soft plush textiles etc. These materials are chosen to provide a comfortable and engaging experience for your pet's daily play.
Q: Are these toys suitable for heavy chewers?
A: Our toys are designed for standard daily interaction. Because chewing habits and jaw strength vary significantly among pets, we recommend supervising playtime. If a toy shows signs of significant wear or damage, it is a good practice to replace it to maintain a safe play environment.
2. Shipping & Delivery
Q: Do you ship internationally?
A: Yes, we offer international shipping to our customers across North America.
Q: How long will it take for my order to arrive?
A: Order processing typically takes 1–3 business days. Once shipped, delivery to North America generally takes around 7–15 business days, depending on regional postal services and standard customs clearance.
Q: How can I track my package?
A: As soon as your package is dispatched, we will send you a shipping confirmation email containing your tracking number and a link to monitor its progress.
3. Returns & Refunds Policy
Q: What is your return policy?
A: We want you to be satisfied with your purchase. We offer a 30-day return window from the date of delivery. To be eligible for a return, items should be in their original packaging, unused, and in resalable condition.
Q: How do I request a return or exchange?
A: To start a return, please reach out to our support team with your order details. We will provide you with the return address and instructions. (Please note that unless the item arrived damaged or incorrect, return shipping costs are generally the responsibility of the customer).
Q: Can I cancel my order?
A: If you need to cancel or modify your order, please contact us within 24 hours of placement. Once an order has entered our fulfillment process, we are unable to cancel it, but you are welcome to initiate a standard return once the package is delivered.
4. Payments & Security
Q: What payment options do you accept?
A: We accept standard international payments, including PayPal and major credit/debit cards. Your transaction is processed through verified and widely recognized e-commerce payment gateways.
Q: Is my personal information protected?
A: Yes. Our store utilizes industry-standard SSL encryption to protect your personal data during checkout. We do not store your private payment credentials on our servers.
5. Care & Maintenance
Q: How should I clean these toys?
A: For fabric or plush items, we suggest spot cleaning with a damp cloth or a gentle hand wash with mild soap, followed by air drying. For rubber or hard-shell components, a simple wipe down with warm water and a mild, pet-friendly soap is typically sufficient.
6. Customer Support
Q: What should I do if my order arrives with an issue?
A: If you receive an item that appears damaged, defective, or incorrect, please email us at [support@emilyaura.com] or [zemily.tsang@outlook.com] within 48 hours of delivery. Please include a photo of the issue, and we will work quickly to arrange a replacement or a refund.
Q: How can I reach your team?
A: For any questions or assistance, please via our "Contact Us" page. We typically reply within 24–48 hours on standard business days.
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