Frequently Asked Questions (FAQ)
Answers to the questions we get asked most about Pet Shop Hero, our products, shipping and returns. Can't find what you need? Contact us and we'll reply within one business day.
About Pet Shop Hero
What is Pet Shop Hero?
Pet Shop Hero (petshophero.com) is an online pet supply store specialising in smart, practical products for dogs and cats: USB rechargeable LED dog collars and safety lights, interactive cat toys, AirTag cat collars, harnesses, carrier slings, portable water bottles and automatic feeders.
Where do you ship from?
Our products ship from warehouses in the United States, so most US orders arrive within a few business days. See our Shipping Policy for full details.
Do you ship internationally?
We primarily serve customers in the United States. If you are outside the US, contact us before ordering and we will confirm availability and delivery times for your country.
Orders & Shipping
How long does delivery take?
Orders are processed within 1–2 business days. Standard US delivery usually takes 3–7 business days after dispatch. You will receive a tracking number by email as soon as your order ships.
How can I track my order?
Use the Track Your Order page with your order number and email, or click the tracking link in your shipping confirmation email.
Can I change or cancel my order?
Yes, if it has not shipped yet. Contact us as soon as possible with your order number and we will do our best to update or cancel it.
Returns & Refunds
What is your return policy?
If you are not happy with your purchase you can return it in its original condition within 30 days of delivery for a refund or exchange. Full terms are in our Refund Policy.
What if my item arrives damaged or faulty?
Email us within 7 days of delivery with your order number and a photo of the problem and we will send a replacement or refund you in full.
Product Questions
How do LED dog collars charge, and how long do they last?
All our LED collars and collar lights charge with a standard USB cable (included). A full charge takes about 1–2 hours and gives several hours of continuous light, or longer in flashing mode. There are no batteries to replace.
Are the LED collars waterproof?
Our PVC light-up collar is fully waterproof; the nylon and fiber optic collars and the clip-on LED pendant are water-resistant and fine for rain and damp walks, but should not be submerged.
Which size LED collar should I buy?
Measure your dog's neck and add about 2 inches (5 cm). Each product page has a size guide with neck measurements for XS to XL. The PVC collar can be cut to size.
Does the AirTag cat collar include an AirTag?
No. The collar has a waterproof holder that fits an Apple AirTag, which you purchase separately. It also has a breakaway safety buckle, reflective strips and a bell.
Are the interactive cat and dog toys safe?
Yes. The rolling ball toys are made from bite-resistant, non-toxic ABS and silicone, and the laser pointer is a low-power (under 5 mW) pet laser. As with any toy, supervise play and never shine a laser into eyes.
Does the automatic feeder need electricity?
No. It is a gravity feeder and water dispenser, so food and water refill the bowls as your pet eats and drinks. No power or batteries are needed.
Payment & Security
Which payment methods do you accept?
We accept major credit and debit cards and popular digital wallets through Shopify's secure checkout. Your payment details are encrypted and never stored on our site.
How can I contact you?
Use our Contact page or email the address shown there. We answer every message within one business day.