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Product and Sizing Information
1. What size should I purchase for my pet?
As general guidelines, we recommend:
The small pEi Pod for dogs below 10lbs and cats below 12 lbs.
This may exclude certain breed of dogs whose back is elongated (such as Dachshund and Pekingese).
For dogs with back length of 15 inches or shorter, the small Pod should fit nicely.
Including, but not limited to toy breeds (pure or mixed breeds), such as Affenpinscher, Chihuahua, Maltese, Pomeranian, Toy Mini Poodle, Toy Fox Terrier, and Yorkshire Terrier.
The medium pEi Pod for dogs weighing between 10lbs and 16lbs and cats between 12lbs and 18lbs.
This would include any small size breeds with back length of 20 inches or shorter.
Including, but not limited to: Bichon, Border Terrier, Brussels Griffon, Cairn Terrier, Cavalier King Charles Spaniel, Boston Terrier, Chinese Crested, Havanese, English Toy Spaniel, Fox Terrier, Italian Greyhound, Japanese Chin, Papillon, Pekingese, Shih Tzu, Tibetan Spaniel, Pug, Jack Russell Terrier, Dachshund, and Silky Terrier.
2. What are handling & care instructions for my pEi Pod?
pEi Pods are designed to be easy to clean and maintain for your economic and environmental benefit.
To clean the Pod: Moisten a cloth with warm water, add soap or cleanser, and wash gently.
To machine wash the Pillow: Always use gentle cycle with a mild soap and warm water. Air dry is preferred for all our pillows.
3. Are pEi Pods safe for children?
While pEi Pods are made from the same material used in many baby products, please note that pEi Pod is ONLY for pets! We strictly prohibit usage of the pEi Pod for infants and children.
4. Will the pEi Pod tip over?
The design of the pEi Pod includes a hidden, flat bottom surface to keep it stable on flat surfaces. Therefore, the pEi Pod is designed to not tip over in normal use.
Due to its weight, pEi Pod should never be placed on an elevated surface.
5. Can I use the pEi Pod outside?
To protect your pEi Pod and maintain its color, we advise you to keep your pEi Pod away from direct sunlight exposure.
Ordering & Payment Information
1. Is your website secure?
Yes. We use the latest industry-standard SSL (secure sockets layer) encryption to protect your personal information.
For your security, all pEi Pod transactions are completed in PayPal’s e-commerce gateway, which is PCI-DSS compliant. Therefore, your credit card details never go through our web site. PayPal provides independent assurance, global best practices and leading security measures in handling your payment information safely and securely.
Please note that you do not need to create a PayPal account to complete your pEi Pod order transactions through PayPal.
Accepted Payment Methods:
In most countries, MasterCard and Visa are accepted cards processed by PayPal. To find out PayPal’s payment options for your country, please click hereclick here.
2. Do you ship internationally?
Yes. We ship worldwide. Shipping fees are based on your location and the selected shipping method. In order to get our products to you as quickly as possible and minimize import fees, we maintain regional warehouses in New Jersey (USA), London (United Kingdom), and Seoul (Korea).
Please note that you are responsible for any import duties or fees related to shipping the product overseas.
3. How do I track my order?
Once your order has processed successfully, you will receive an order confirmation. After the courier service accepts your order, you will receive an email from the selected carrier with your tracking information.
US orders are usually shipped via UPS or FedEx.
For Europe orders, you will receive a text message once your item ships. Tracking details can be viewed via DELIS on www.dpd.net. In the unfortunate event that there is a problem with the shipping of your order, please contact us so that we can help you track it down.
4. Can I change or cancel my pEi Pod order?
We strive to get our products to customers quickly and safely. Therefore, we ship your orders as soon as possible after you place your order. If you need to modify or cancel your order after you have completed the transaction, please contact us immediately at orders@pEiPod.com and we will try our best to help you. However, once the order has been processed and packaged, we are unable to make any modifications to the order, including cancellations.
5. When will my order ship?
All orders received by 12:00 p.m. EST during normal business days will ship within 24 hours for US orders and 48 hours for European orders. In the event of bad weather or an emergency that limits the carrier’s transit ability, your shipment may be delayed. However, we strive to ship your pEi Pod as promptly as possible.
6. What happens if/when my pEi Pod is backordered?
We work hard to ensure our supply meets customer demand. As we offer a customizable selection of pod and pillow options, we cannot always forecast what products will be most popular. On some occasions, the pEi Pod or pillow of your choice may become backordered.
Backordered pEi Pods are usually available in 4-5 weeks while pillows may take 5-7 business days. The items will be shipped to you automatically. If your selections are back-ordered, you may choose to modify or cancel your order by contacting our Customer Service Department at orders@pEiPod.com.
7. How long does it take for my pEi Pod to ship?
Ground shipping is the most economical way to ship pEi Pods due to their weight. For US territories, ground shipping delivery time is between 1-5 days. For UK orders, normal delivery time is between 1-2 days. For all other European orders, delivery time varies between 2-4 days.
8. What about taxes?
pEi Pod ships tax-free to all customers, except to addresses in the state of New Jersey.
Returns & Exchange Policy
1. What is your return policy?
We are confident that you and your pet will be happy with your pEi Pod. If for any reason you are not satisfied with your order, simply email us within 30 days at returns@pEiPod.com with your order number and request a return authorization number.
All items MUST be returned in their original packaging, including all stickers affixed and all other materials in their original condition. We are unable to accept any items that have been used. Unless the return is due to our mistake, you are responsible for all return-related shipping and packaging costs. We are not responsible for any items that are lost in return shipment.
We strongly encourage you to place insurance and a tracking number on any items you send back to us. If you receive free shipping as a part of our promotion and need to return your item, the actual shipping cost will be deducted from any refund. Any exchange that is not due to our mistake will incur additional charges to reship items back to you. Shipping costs are non-refundable.
Please note that a 20% restocking fee will be charged for all returns & exchanges that are not due to a mistake on our part.
We believe most returns & exchanges can be avoided with proper selection of the Pod size. Please make sure to read over our sizing information carefully to ensure you purchase the correct Pod for your pets.
Please allow up to two (2) weeks for us to process your returns.
If you have additional questions on our Return Policy, please contact us at returns@pEiPod.com.
Additional returns & exchange information is listed on our Terms & Conditions page.
Retailer & Affiliate information
1. How can I carry pEi Pods in my store?
We would love for you to become one of our retailers. Currently, we offer drop-shipping program for all our retailers. To participate in our retailer program, please contact us at wholesale@pEiPod.com with a brief overview about your store.
2. How can I become an affiliate?
Want to be a pEi Pal? Joining our affiliate network is simple. We offer a generous commission for our Pals. Simply email us at affiliates@pEiPod.com for instructions on how to get started.
1. Do you share my personal information with any third parties?
Absolutely not, we take customer privacy very seriously.
2. Is there any other information I need to know?
Before you check out, please read our Terms & Conditions section and confirm that you have read the Terms carefully and consent to them.