Frequently Asked Questions
Orders
How do I place an order?
Placing an order is easy! Browse our store, select the product(s) you'd like, choose any applicable options (size, color, quantity), and click "Add to Cart". When you're ready, proceed to checkout, enter your shipping and payment details, and confirm your order. You'll receive an order confirmation email shortly after.
Can I modify or cancel my order after placing it?
We begin processing orders quickly to ensure fast dispatch. If you need to modify or cancel your order, please contact us at support@flareira.com as soon as possible. We'll do our best to accommodate your request, but we cannot guarantee changes once an order has been picked or shipped. If the order has already been dispatched, please refer to our Returns Policy.
How can I check my order status?
Once your order is shipped, you'll receive a shipping confirmation email with a tracking number. You can use this to track your package in real time via the carrier's website. You can also log in to your account and view your order history for status updates.
What should I do if I receive a damaged or incorrect item?
We're so sorry if this happened! Please contact us at support@flareira.com within 2 days of receiving your order. Include your order number, a description of the issue, and clear photos of the item and packaging. We'll arrange a replacement or refund as quickly as possible at no extra cost to you.
Shipping & Delivery
What are your shipping options?
- Standard Shipping — Affordable and reliable, delivered within 2-4 weeks.
Shipping costs and available options will be displayed at checkout based on your location.
How long does delivery take?
Delivery times depend on your location and chosen shipping method. After dispatch, standard orders typically arrive within 7–14 business days. Expedited orders arrive within 3–7 business days. Please note that processing time (1–2 business days) is separate from shipping time. During peak seasons or holidays, slight delays may occur.
How can I track my package?
Once your order has been shipped, you'll receive a tracking number via email. Simply visit the carrier's tracking page and enter your tracking number to see real-time updates on your delivery. If you haven't received a tracking email within 3 business days of placing your order, please check your spam folder or contact us.
What happens if my order is delayed or lost?
If your tracking shows no movement for more than 5 business days, or if your estimated delivery date has passed, please contact us at support@flareira.com. We'll investigate with the carrier and work to resolve the issue promptly. If your package is confirmed lost, we'll send a replacement or issue a full refund.
Do you offer free shipping?
Yes! We offer free standard shipping on orders over a certain threshold. The qualifying amount will be displayed on our website and at checkout. Free shipping promotions may also be available during special events — subscribe to our newsletter to stay updated.
Do you ship internationally?
Yes, we ship to many countries worldwide. International shipping times and costs vary by destination. Please note that customs duties, import taxes, or fees may apply depending on your country's regulations — these are the responsibility of the recipient. We are unable to ship to regions subject to international trade sanctions or embargoes.
Returns & Refunds
How do I initiate a return?
We accept returns within 14 days of delivery for unused items in their original packaging. To start a return, please email us at support@flareira.com with your order number and reason for return. We'll provide you with return instructions. Please do not send items back without contacting us first.
Please note: For hygiene and safety reasons, certain items such as opened food, treats, or grooming products may not be eligible for return unless defective.
How long does it take to process a refund?
Once we receive and inspect your returned item, we'll notify you by email. Approved refunds are processed within 5–7 business days and returned to your original payment method. Please allow additional time for your bank or card provider to post the refund to your account (typically 3–5 business days).
What if my pet doesn't like the product?
We understand that every pet is unique! If your pet isn't happy with a product, please contact us — we'll do our best to find a solution, whether that's a recommendation for an alternative product, an exchange, or a refund where eligible. Your pet's happiness matters to us.
Payments
What payment methods do you accept?
We accept the following payment methods:
- Credit and debit cards: Visa, Mastercard, American Express
- PayPal
- Apple Pay and Google Pay (where available)
- Other methods displayed at checkout
All transactions are secured with SSL encryption for your peace of mind.
Is it safe to enter my payment details on your site?
Absolutely. Our store uses industry-standard SSL/TLS encryption and all payments are processed through trusted, PCI-compliant payment gateways. We never store your full card details on our servers.
Account & Shopping
Do I need to create an account to place an order?
No, you can check out as a guest without creating an account. However, creating an account allows you to track your orders, save your shipping details for faster checkout, and access your order history. It's quick, free, and makes future shopping even easier!
How do I reset my password?
Click "Log In" on our website, then select "Forgot your password?". Enter your registered email address and we'll send you a password reset link. If you don't receive the email within a few minutes, please check your spam folder or contact us for assistance.
Products & Pet Care
Are your products safe for pets?
Yes! All products we carry are selected with pet safety as a top priority. We work with trusted suppliers and brands that meet safety and quality standards. However, always supervise your pet when introducing new toys, treats, or accessories, and follow the usage guidelines provided with each product.
How do I choose the right size for my pet?
Each product listing includes a sizing guide or measurement chart where applicable. We recommend measuring your pet (neck, chest, length, or weight as relevant) before purchasing collars, harnesses, clothing, or beds.
Do you carry products for specific breeds or pet types?
We carry products suitable for a wide range of pets including dogs, cats, and small animals. Many products include breed size recommendations or species-specific notes in the product description. Use our search and filter tools to find products tailored to your pet's needs.
Customer Service
How can I contact customer service?
You can reach our customer service team by emailing us at support@flareira.com. We aim to respond to all inquiries within 1–2 business days. For urgent matters, please include "URGENT" in your subject line.
What are your customer service hours?
Our customer service team is available Monday to Friday, 9:00 AM – 6:00 PM. We are closed on public holidays. Emails received outside of business hours will be responded to on the next business day.
Do you have a loyalty or rewards program?
We love rewarding our loyal customers! Stay tuned for updates on our rewards program by subscribing to our newsletter. From time to time, we also run exclusive promotions and early-access sales for our subscribers.