FAQs

1. General questions

 

What is the status of my order?

  • Once you have placed your order, we will send you a confirmation email to track the status of your order.
  • Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
  • Additionally, you can track the status of your order in the "Track Order" section on Home page on the website.

 

Can I change my order?

  • We can only change orders that have not been processed for shipping yet.
  • Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
  • To make changes to your order, please reach out to support through our email.

 

Where do you ship?

  • We currently ship worldwide.

 

2. Payment

What payment methods do you accept?

  • You can purchase on our website using a debit or credit card.
  • We additionally offer support for Visa, Master Card, American Express, Shop Pay, Apple Pay, and Google Pay
  • You can choose these payment methods at checkout.

 

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: USD, CAD, AUD and EUR.

If your credit or debit card use another currency, then you will be charged in USD, CAD, AUD or EUR, depending on the website you are on. Your bank will apply the corresponding  conversion rate of the currency you choose.

 

3. Shipping

How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

  • United-States: 7-14 working days
  • Canada: 7-14 working days
  • Australia: 7-14 working days
  • United Kingdom: 7-14 working days

     

    What if I'm not home?

    If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

    You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

     

    4. Returns

    Do you accept returns?

    We DO accept returns in respect to the following conditions:

    • The item must have been sold on our online store
    • The item shouldn't have been used in any way
    • The return or exchange request is made within 28 days of delivery
    • The return is made within 14 days of the return or exchange request

    We DO NOT accept returns in respect to the following conditions: 

    • The item which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
    • The item which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
    • The item which are, after delivery, according to their nature, inseparably mixed with other items.

    To ask for a return, please contact our support by e-mailing us.

     

    Can I exchange an item?

    We do accept exchanges and they follow the same conditions as in Returns section.

    We reserve the right to refuse returns/exchange of any merchandise that does not meet the above return conditions in our sole discretion.

    In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.

     

    Are returns free?

    Returns are free. You can refer to the delivery paper within your package to perform organize your return.

    Feel free to contact us by email for more details.

     

    How long does it take to process a return?

    Returns are confirmed within 14 days of receiving the package at our warehouse.

    Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

     

    5. Other questions

    Do you have physical stores?

    We currently don't have any physical stores under our brand name.

    Is there a warranty?

    We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions in Returns section.

    If you have a return or exchange request resulting from a defective item please reach us by email for more information on how to proceed.

    Animal-Care Institution

    • American Society for the Prevention of Cruelty to Animals (ASPCA)

      Rescue and placement, public policy advocacy, legal advocacy, animal health services, community outreach, and education.

    • Humane Society of the United States (HSUS)

      Advocacy and public policy, rescue and care, wildlife protection, farm animal welfare, humane education, and disaster response.

    • Best Friends Animal Society

      Animal rescue and adoption, spay/neuter initiatives, community cat programs, animal sanctuary, and advocacy.

    • People for the Ethical Treatment of Animals (PETA)

      Investigations, rescue and fieldwork, advocacy and campaigns, youth outreach, and corporate outreach.

    • PetSmart Charities

      Adoption centers, spay/neuter programs, emergency relief, foster care, and community engagement.

    "Shop with Heart, Give with Love."

    At SweetGround, we believe in more than just providing top-quality products for your beloved pets. We believe in giving back and making a difference in the lives of animals in need. That's why we're thrilled to announce our upcoming charity event, where every purchase you make helps us support pet-care institutions across the country.

    When you shop with us during this special event, we'll donate 5% of our income to a pet-care institution of your choice. Whether it's providing shelter, medical care, or finding forever homes for furry friends, your contribution will make a real impact.

    But that's not all - we want you to be part of the decision-making process. Simply drop us an email telling us which charity you'd like us to support, and we'll make sure your voice is heard. Together, we can make a difference in the lives of pets in need.

    Join us in spreading love and compassion to animals everywhere. Let's make this event a celebration of kindness and generosity that touches the hearts of pets and pet lovers alike!