Faq

Frequently Asked Questions

Orders & Payments

  1. How do I modify/cancel an order?
    • Pre-shipment: Use the "Edit Order" tool within 1 hour of placement for address/item changes.
    • Post-shipment: Initiate returns via the portal (exclusions apply to perishables).
    • Cancellation fee: 3% for custom-engraved items (e.g., pet ID tags).
  2. Why was my payment declined?
    Common triggers:
    • International cards: Enable "overseas transactions" with your bank.
    • CBD products: Blocked by banks in restricted states (AL, ID, NE).
    • Fraud filters: Contact support@libbypet.com to whitelist your account.

Products & Safety

  1. Are your treats suitable for pets with allergies?
    • Allergen filters: Use our Pet Health Profile tool to match products.
    • Guarantee: 100% soy/dairy/corn-free recipes; batch test reports downloadable per product page.
    • Emergency protocol: Report reactions within 48 hours for free veterinary consultation.
  2. How are products tested?
    • Safety: ISO 17025-certified labs + 200+ "Pet Board" testers (dogs/cats/rabbits).
    • Transparency: Scan QR codes on packaging for:
      • Ingredient sourcing maps
      • Shelf-life countdown timers

Shipping & Tracking

  1. Why is my international order delayed?
    • Customs bottlenecks: Upload documents early via DHL/UPS portal.
    • Prohibited items: Check restricted goods by country here.
    • Priority escalation: Pay $15 for dedicated customs brokerage (reduces clearance time by 70%).
  2. Can I reroute a package?
    • Domestic: Redirect to pickup hubs for $2.99 (available until "Out for Delivery" status).
    • International: Not permitted due to customs constraints.

Account & Subscriptions

  1. How do I pause a subscription?
    • Flexible plans: Skip 1-3 deliveries via Subscription Hub.
    • Pause limits: Max 6 months annually to maintain discounted pricing.
    • Pet memorial holds: Free indefinite pause with vet-verified passing certificate.
  2. Is my data secure?
    • Encryption: AES-256 + TLS 1.3 protocols for all transactions.
    • Biometric logins: Enable fingerprint/face ID in account settings.
    • Data purge: Auto-delete payment info after 12 months of inactivity.

Special Services

  1. Do you offer emergency deliveries?
    • Critical medications: 4-hour NYC/LA delivery via LibbyPet RX Network (vet prescription required).
    • After-hours fee: $25 for 10 PM–6 AM dispatches.
    • Disaster relief: Free expedited shipping to FEMA-declared zones.
  2. Can I recycle your packaging?
    • Compensation program: Earn $0.50/store credit per returned insulated liner.
    • DIY guides: Repurpose boxes as cat condos/rabbit mazes via EcoCraft Hub.
    • Compostables: Bury plant-based pouches to grow catnip/wheatgrass (instructions included).

Still Need Help?

  • AI Chatbot: Trained on 50,000+ pet care queries (accuracy rate: 98.3%).
  • Veterinary Hotline: Free 10-min consultations for product safety concerns.
  • Community Forum: Crowdsourced advice from 150K verified pet parents.

FAQ updates published weekly at 5 PM EST every Friday.