FAQs

General

1. Where do I enter the discount code?
You can enter your promo code on the checkout page before completing your payment.

2. Why was my discount code not accepted?
Discount codes are valid only on full-priced items and cannot be used on sale items, non-branded Chewe items, or with other codes/promotions unless stated. If you still have issues, email us at Chewe.support@chewe.site.

3. How do I unsubscribe from emails?
Click the “unsubscribe” link at the bottom of any email and confirm. We’ll miss you & your pet!

Shipping

1. I made a mistake on my shipping address, can I change it?
You can request a change within 24 hours by emailing us with your order number and the correct address. Use the subject: Urgent: Change Order Details. If your order has already shipped, we can’t change it — please contact the courier.

2. Will I get a tracking number after making an order?
Yes. All orders include tracking, sent automatically to your email once shipped. Tracking updates may take 5–10 business days depending on the carrier.

3. How do I track my order?
Once shipped, you’ll receive an email with your tracking number and link. Please allow 1–4 days for tracking info to appear. If there’s a problem, contact the courier or email us.

4. My tracking shows ‘delivered’ but I haven’t received it.

  • Double-check your shipping address in your order confirmation.

  • Check with neighbors, household members, or building reception/security.

  • Look in safe drop areas around your home.

  • Contact your local post office.
    If still missing after 48 hours, email us with your order number.

5. I think my package was lost or stolen.
Chewe is not responsible for lost or stolen packages. If you’ve had issues before, we recommend shipping to a secure work address.

6. Do you ship to military addresses?
Yes. Orders to military addresses are shipped via USPS and may take 15–20 business days.

7. How long does shipping take?

  • Asia: 5–10 business days

  • Europe: 7–14 business days

  • USA & Canada: 10–15 business days

  • Australia & NZ: 10–18 business days

  • Rest of World: 14–21 business days

8. Can I ship to a different address than my billing address?
Yes. Enter your billing address first, then your shipping address at checkout.

💡 Taxes & Duties
All prices on our website include applicable taxes and import duties. You will not be charged any extra fees upon delivery (No hidden costs).

Order

1. How do I place an order online?

  • Add items to your cart.

  • Click “Checkout” or “Express Checkout with PayPal”.

  • Fill in your shipping, billing, and payment details.

  • You’ll get an order confirmation page and email right away.

2. Can I buy multiple products in one order?
Yes. Add all items to your cart before checkout to save on shipping.

3. Can I cancel my order?
Orders cannot be canceled once placed. Please review your items before checkout.

4. My order is partly fulfilled — why?
It means items are shipping from different warehouses or have varying availability.

5. I received an email to verify my order.
Our system flagged your order for possible fraud (e.g., card issued in a different country). Reply to the email to confirm details.

6. Will I receive my items in one package?
Sometimes items ship separately to ensure quality.

Payment

1. I bought an item and now it’s discounted. Can I get the new price?
No. Orders placed before promotions aren’t eligible for new discounts.

2. What payment methods do you accept?
Currently PayPal only. Credit card payments will be added soon.

3. How do you prevent credit card fraud?
We never store card details, use SSL encryption, and process via trusted payment partners. Suspicious orders may require ID verification.

4. What if my credit card is denied?
Ensure your details match your bank records exactly. Contact your bank if needed.

5. I’ve been charged multiple times.
Pending charges usually drop off in a few days. Contact your bank if they remain.

6. I haven’t received my refund yet.
Refunds can take time to process. Check with your bank before contacting us.

7. What currency will be used?
Prices are shown in your chosen currency, but checkout is in USD. Your bank handles conversion.

📩 Need more help?
Visit our Help Centre or email Chewe.support@chewe.site.