FAQ

How do I know my order is placed successfully?

An order confirmation email will be sent shortly once the order was received by us. It might end up in your spam folder or under the promotions tab. You can add our email address as contact so you won’t miss our emails in the future!

Why should I sign up?

Our members can benefit from CutiePawty’s reward program - get 5 paw-point for spending $1, and redeem 100 paw-points for $1 for your next purchase (maximum $20 discount per order). Don't forget to also subscribe our newsletter to receive a 10% off welcome coupon on your first order. Excited to see you! 

When will my order be shipped?

If you buy products that are in stock, your order will be shipped within 48 hours after we confirm your order, except for weekends. Orders that are placed on weekends will be shipped on the following Monday.
Once your order is shipped, you can expect the package within 2-5 business days.
If your order contains customized or pre-order products, the order will not be shipped until all items are ready to be shipped, except for car seat which will be shipped from Korea to your home address (you will receive two
separate packages if you not only buy a car seat). For wait time of customized and pre-order products, please refer to the product page under description section.

Can I return my order?

Yes, you will get a full refund with a free pre-paid label 7 days after your order was delivered only if you get defective products. To start the return process, you need to first email info@cutiepawty.com with photos of the defective product, and explain which part of the product is defective. Once we receive your email, a refund label will be sent, and a full refund or replacement will be issued after we receive the package. 

Please note that any reasons other than “defective products'' will not be eligible for a full refund or replacement. Please refer to the RETURN & EXCHANGE page for more details.

What if my package is delivered but I haven’t received it?

Please check your mailbox or any possible spots other than your normal property(eg neighbor’s home,  leasing office, local post office) before you contact us. We recommend you wait for a few days if you encounter missing mails. Once we receive your email, we will file a claim for you. If the package is confirmed to be lost and depends on the investigation result, a replacement or full refund may be issued.

What if an item is missing from my order?

Please contact info@cutiepawty.com immediately with your order number and a photo of your received package. We will verify it and either send you the missing item separately or issue a refund for you. 

What is the return and exchange policy?

Please refer to our RETURN & EXCHANGE page.

What if the item that I want to order is out of stock?

We will restock our products as soon as possible. You can always add your favorite product to your wish list!

Where are CutiePawty getting products and where will they ship from?

Most of our products come from Korea, some products are from China. We ship from our warehouse in San Jose, USA. 

Will I be charged for tax? 

US orders are subject to sales tax depending on which state the order is being shipped to.

How do I care for the products I purchased?

Please refer to the “Wash” and “Material” section on the product page.

Can I cancel or modify my order?

Unfortunately, due to our system limitations, an order cannot be modified once it’s confirmed. However, you can request a cancellation by emailing us at info@cutiepawty.com before the order is fulfilled or shipped. 

What if I don’t like what I brought after I receive the package? 

Unfortunately, only defective products will be issued for a full refund (returned or exchanged without paying shipping fee). Unopened packages (stickers attached in original condition) will be accepted for a refund or exchange, but you have to pay for the shipping label. Please note that returns are only accepted within 7 days after your order is delivered.

What are pre-order products?

Pre-order products are not currently in stock in our warehouse. They are made-to-order items that are usually customizable or large in size. For pre-order items, CutiePawty will contact the brand to prepare your order after you confirm your purchase. Car Seats will be shipped directly from Korea to your home address, while other pre-order products will be shipped from Korea first to our warehouse in San Jose, and we will then ship your order once all items in your order are ready to be shipped.

Does CutiePawty ship to other countries other than USA?

Yes! Global delivery is available. If your address is outside of the United States, please email us at info@cutiepawty.com or contact us via Wechat to place an order. International customers are responsible for any possible customs fees, clearance fees or import duties. Free shipping is not available for international shopping. Customers need to pay for the shipping label.