Shopping Information
How do I search for specific products on your website?
To search for specific products, use the search bar located at the top of our website. You can enter keywords, product names, or product categories to find the items you’re looking for.
How can I filter products by category, size, or price?
On the product listing pages, you can use the filters on the left-hand side to narrow down your search by category, size, price, color, and other attributes. This will help you find the perfect pet accessories for your needs.
Can I place a pre-order for an upcoming product?
If a product is available for pre-order, you will see a “Pre-Order” button on the product page. Simply add the item to your cart and complete the checkout process to reserve your item. You will be charged when the product becomes available, and it will be shipped according to our standard shipping times.
Can I purchase a gift card or credits?
Yes, HushMate offers digital gift cards that can be purchased through our website. You can choose the desired amount and send the gift card directly to the recipient via email.
Can I apply multiple discount codes to a single order?
Only one discount code can be applied per order. If you have multiple discount codes, you will need to choose the one that offers the best savings for your purchase.
How do I reset my password if I forget it?
If you forget your password, click on the “Forgot Password” link on the login page. You will be asked to enter your email address, and a password reset link will be sent to you.
Can I create a wishlist or save items for later?
Yes, you can create a wishlist by clicking the “Add to Wishlist” button on any product page. To access your wishlist, simply log in to your account and click on the “My Wishlist” link.
How do I know if a product is in stock?
Product availability is displayed on each product page. If an item is out of stock, you will see an “Out of Stock” message. You can also sign up for email notifications to be alerted when the product becomes available again.
Do you offer gift wrapping or personalised messages?
Yes, we offer gift wrapping and personalised messages for an additional fee. You can select these options during the checkout process and provide the necessary information.
Do you offer any discounts or promotions?
HushMate frequently offers discounts and promotions on select products or during special events. To stay informed about our latest deals, subscribe to our newsletter or follow us on social media.
How do I create an account on your website?
To create an account, click on the “Sign Up” or “Create Account” link at the top of our website. You will be prompted to enter your name, email address, and create a password. Once your account is created, you can access your order history, track your orders, and manage your wishlist.
Is my personal information secure when shopping on your website?
HushMate takes your privacy and security seriously. We use industry-standard encryption and security measures to protect your personal information during transmission and storage. For more information, please refer to our Privacy Policy.
Payment Information
What Payment Methods Are Accepted?
HushMate accepts a variety of payment methods, including major credit cards (Visa, MasterCard, American Express, and Discover), PayPal, Apple Pay, and Google Pay.
Can I pay with a debit card?
Yes, you can use your debit card to make a purchase on our website, as long as it has a Visa or MasterCard logo.
How do I apply a discount or promotional code?
During the checkout process, you will see a field to enter your discount or promotional code. Enter the code and click “Apply” to see the updated total with the discount applied. N.B. discounts do not apply to “Sale” items.
Can I change or cancel my order after it has been placed?
If you need to change or cancel your order, please contact our customer support team as soon as possible. We will do our best to accommodate your request, but we cannot guarantee changes or cancellations once an order has been processed for shipping.
Do you charge sales tax?
Sales tax is applied to orders based on the shipping destination and in accordance with local and state tax laws. The applicable sales tax will be displayed during the checkout process.
Do you offer financing or payment plans?
Currently, HushMate does not offer financing or payment plan options. (Except Buy now Pay later methods, which are subject to approval). However, we frequently run promotions and discounts to help you save on your purchases.
Is it safe to use my credit card on your website?
Yes, shopping on our website is safe and secure. We use industry-standard encryption and security measures to protect your personal and payment information. Your credit card information is not stored on our servers, ensuring maximum security.
Can I use multiple payment methods for a single order?
Unfortunately, we can only accept one payment method per order. If you need to split your payment, consider purchasing a gift card to use as partial payment for your order.
When will my credit card be charged?
Your credit card will be charged once your order is processed and ready to be shipped. For pre-order items, your card will be charged when the item becomes available and is ready to ship.
What should I do if my payment is declined?
If your payment is declined, please double-check the payment information you entered, including your billing address and card details. If the issue persists, contact your bank or credit card provider for assistance. You may also try using an alternative payment method.
Can I request an invoice for my order?
Yes, you can request an invoice for your order. Please contact our customer support team with your order number, and we will be happy to provide you with an invoice.
How do I report a billing issue or discrepancy?
If you encounter a billing issue or discrepancy, please contact our customer support team immediately. Provide your order number and a detailed description of the issue, and we will work to resolve it as quickly as possible.
Orders, Returns and Refunds
Orders
How do I place an Order?
To place an order, simply browse our wide selection of pet accessories, add the desired items to your cart, and proceed to checkout. You will be prompted to provide your shipping and billing information, and then you can confirm your order.
How can I track my order?
Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order through the courier’s website here
Can I change or cancel my order?
If you need to change or cancel your order, please contact our customer support team as soon as possible. We will do our best to accommodate your request, but we cannot guarantee changes or cancellations for orders that have already been processed or shipped.
Returns
What is your return policy?
We accept returns within 30 days of the delivery date for items that are unused, in their original packaging, and in the same condition as when they were received. To initiate a return, please contact our customer support team for a return authorisation and instructions. Refund & Returns Policy
Who is responsible for return shipping costs?
Customers are responsible for return shipping costs unless the item is defective or we made an error in processing your order. In such cases, HushMate will cover the return shipping costs.
How do I return an item?
To return an item, please contact our customer support team for a return authorisation and instructions. Once you have received authorisation, pack the item securely in its original packaging and ship it to the address provided by our support team.
Refunds
When will I receive my refund?
Once we receive your returned item and confirm that it meets our return policy requirements, we will process your refund. Refunds are typically issued within 5-7 business days of receiving the returned item, and will be credited to your original method of payment. Refund & Returns Policy
Can I exchange an item instead of receiving a refund?
At this time, we do not offer direct exchanges. If you would like to exchange an item, please return the original item for a refund and place a new order for the desired replacement item.
What if my refund is incorrect?
If you believe your refund amount is incorrect, please contact our customer support team with your order number and details about the issue. We will investigate the matter and work with you to resolve any discrepancies.
If you have any further questions or concerns, please don’t hesitate to contact our customer support team. We’re here to help!