Is iPetprints legit? Detailed Answers

iPetprints is a legitimate company, although you might have seen negative reviews about us on certain review sites, these do not fully represent the true nature of our business.

For instance, on Trustpilot, we have also noticed that some users left negative feedback regarding our products and services.

Dog Face Necklace - Buy 1 Get 1 Free Only $49

Reasons for Negative Reviews

If you have read these reviews, you may notice the following common reasons:

• First, some customers did not receive their orders.
• Second, there were complaints regarding the time it took to process refunds.

Addressing the First Issue: Missing Orders

The main reason some customers did not receive their orders was due to logistical issues. Our previous logistics provider was often irresponsible, failing to deliver goods to the correct locations or delivering them too late. This caused both significant delays and losses in terms of products and logistics costs.

To address this, we switched to a more reliable logistics company. Since the change, over 90% of logistics-related complaints have been resolved, and we rarely hear about delays anymore.

Additionally, during busy shopping periods like Black Friday and Christmas, we experienced a significant surge in orders, which put considerable pressure on our production and delivery systems. This surge is also a contributing factor to some delayed deliveries.

Addressing the Second Issue: Refund Delays

Regarding refunds, if we determine that a customer hasn’t received their order due to external factors, we will process a refund after confirming the situation with the customer. This process requires some communication, which is why some customers have mistakenly thought that iPetprints is a scam company due to the longer-than-expected refund times.

In fact, we handle refunds via email, which can take more time to complete. Banks also take a few days to process the refunds, extending the overall refund cycle. However, we guarantee that we will refund customers who have experienced losses.

We’ve optimized this process now. We will contact customers via phone to resolve issues and issue refunds directly.

However, refunds are not given unconditionally. Some customers ask for refunds because they simply changed their minds. In these cases, we need to negotiate. If the product was as described, delivered on time, but the customer doesn’t like it, we cannot offer a full refund, especially since customized items cannot be resold.

Thus, before placing an order for a custom dog face necklace, we recommend that you carefully consider whether this is the item you truly want.

Additional Clarifications on Other Issues

We’ve added more communication channels for customer service. You can find us easily on the iPetprints homepage or product pages for any questions. You can also email us directly, and our customer service team will assist you with any inquiries during working hours (9:00 AM - 10:00 PM).

Occasionally, due to high customer inquiry volume, response times may be longer than usual. However, once we handle the current customer’s issue, we’ll get back to you promptly to assist you.

New Order Confirmation System

After customers place their orders, we’ve implemented an automatic SMS system. When the order is confirmed, customers will receive a confirmation message. Additionally, once the goods are dispatched, the system will automatically send another message to update you on the progress.

We also confirm orders via email, provided you’ve subscribed to both our SMS and email marketing services. If you haven’t, there may be instances where the confirmation SMS or email is not delivered successfully.

Custom Product Delivery Time

Our website clearly outlines the expected delivery time before customers place an order. We also send reminders about the expected delivery time throughout the process. Since custom jewelry requires careful design and production, and with added shipping time, delivery typically takes about 15-18 days. We appreciate your patience while waiting for your custom-made jewelry.

iPetprints Product Quality

We’ve detailed our products thoroughly, and you can click here to view more information.

iPetprints Customer Service

We’ve also outlined our customer service policies in detail, and you can click here to learn more about how we support you.