FAQs – Pet Island II

General Questions

What is Pet Island II?

Pet Island II is an online store specializing in interactive cat toys and enrichment products designed to encourage healthy play, exercise, and mental stimulation for cats.

Where are you located?

Our business is located at:

363 Grand St
New York, NY 10002
United States

How can I contact customer support?

You can reach us through the following methods:

Email: support@yourtruecharlie.com

Phone: +1 212-260-4400

Website: https://yourtruecharlie.com/

Ordering Questions

How do I place an order?

Simply browse our products, add your desired items to your cart, and proceed to checkout. Follow the checkout instructions to complete your purchase securely.

Can I modify or cancel my order?

If your order has not yet been processed or shipped, we may be able to modify or cancel it. Please contact us as soon as possible after placing your order.

Will I receive an order confirmation?

Yes. Once your order is successfully placed, you will receive a confirmation email containing your order details.

Shipping Questions

What are your shipping rates?

Orders under $100: $5.99 shipping
Orders of $100 or more: Free shipping

What is your order processing time?

Orders are processed within 0–1 business day after payment confirmation.

What is your order cut-off time?

Our daily order cut-off time is 8:00 PM (EST).

Orders placed after the cut-off time may be processed on the next business day.

How long does shipping take?

Estimated transit time is 1–3 business days after your order has been processed.

How can I track my order?

Once your order ships, you will receive a shipping confirmation email with tracking information when available.

Do you ship internationally?

Please refer to the shipping information displayed during checkout to see available shipping destinations.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery for eligible items.

Please review our Return & Refund Policy for complete details.

How do I request a return?

Contact our support team with your order number and reason for the return. We will provide instructions for the return process.

When will I receive my refund?

Approved refunds are typically processed within 7 business days after the returned item has been received and inspected.

What if I receive a damaged or incorrect item?

Please contact us immediately after receiving your order. Our team will work with you to resolve the issue as quickly as possible.

Payment Questions

What payment methods do you accept?

We accept major payment methods through Stripe, including:

Visa
Mastercard
American Express
Discover
Debit Cards
Other supported payment methods available at checkout

Is my payment information secure?

Yes. All payments are securely processed through Stripe using industry-standard encryption and security protocols.

When will my card be charged?

Your payment method will be charged at the time your order is successfully placed.

Product Questions

Are your cat toys suitable for all cats?

Our products are designed for a wide range of cats and activity levels. However, every cat is unique, and we recommend supervising playtime when introducing a new toy.

How do I choose the right toy for my cat?

Consider your cat’s age, activity level, and play preferences. Interactive toys, feather toys, rolling balls, and scratcher toys can all provide different types of enrichment.

Are your products safe for pets?

We strive to offer products designed for safe and enjoyable use. As with any pet product, supervision is recommended during use.

Customer Support

What should I do if I have a problem with my order?

Please contact our customer support team, and we will do our best to resolve your issue promptly.

How quickly do you respond to customer inquiries?

We aim to respond to customer inquiries as quickly as possible during normal business hours.

Contact Information

Pet Island II