Asked Questions (FAQ)

I. Welcome to Our Help Center

At Do&Ca Pet LLC, we believe that an informed customer is a confident customer. We understand that you may have questions before, during, and after your purchase. This comprehensive Frequently Asked Questions (FAQ) page is designed to be your first and most efficient resource for finding clear, detailed answers about our products, policies, and processes. We have compiled and addressed the most common inquiries we receive from our valued community of pet parents and professional groomers.

Our goal is to provide transparency and empower you to make the best choices for your pet’s grooming and care needs. If you cannot find the answer to your specific question here, our dedicated customer support team is always ready to assist you via email or phone. Please explore the categories below to find the information you need quickly.

II. General Company & Product Questions

Q1: What is Do&Ca Pet LLC and what do you sell?
A1: Do&Ca Pet LLC is a U.S.-based retailer specializing in professional-grade pet grooming and care products. We are passionate about providing high-quality, effective, and innovative tools for both pet owners and grooming professionals. Our curated product line includes:

  • Grooming Tools: Dog Shears, Cat Shears, Dog Brushes, Dog Buttercombs.

  • Bathing & Care: Dog Shampoos & Conditioners, Cat Shampoos & Conditioners.

  • Accessories & More: Various other grooming essentials and pet care accessories designed for comfort, safety, and optimal results.

Q2: Where are you located? Do you have a physical store?
A2: Our corporate headquarters are located at 7901 4TH ST N STE 300, ST. PETERSBURG, FL 33702, USA. Currently, we operate primarily as an e-commerce business through our website, docapet.shop. This direct-to-consumer model allows us to offer premium products at competitive prices and ship them efficiently across the United States and internationally. We do not have a public-facing retail store at this location.

Q3: Are your products safe for all pets?
A3: The safety of pets is our paramount concern. Our grooming tools are designed with safety features (e.g., rounded tips on some shears). Our shampoos and conditioners are formulated with high-quality, pH-balanced ingredients. However, every pet is unique.

  • For Skincare Products: We strongly recommend patch testing any new shampoo or conditioner on a small area of your pet’s skin and waiting 24-48 hours to check for adverse reactions before full-body use, especially for pets with known allergies or sensitive skin.

  • For Tools: Always use grooming tools as intended. Shears and clippers are sharp and should be used with caution and proper technique. We are not liable for injury resulting from improper use.

  • Consult Your Veterinarian: If your pet has specific health conditions, allergies, or skin issues, we advise consulting with your veterinarian before using any new grooming product.

Q4: Can you recommend products for my specific pet’s breed/coat type?
A4: Absolutely! We are happy to provide personalized recommendations.

  • For Dogs: A double-coated breed like a Husky will benefit from an undercoat rake and a slicker brush, while a Poodle with a curly coat may need a metal comb and specific shears. Tell us your dog’s breed or coat type (short, long, curly, wiry, double-coated), and we can suggest the ideal brush, comb, and shampoo.

  • For Cats: Long-haired cats (e.g., Persians) require daily combing with a fine-toothed comb to prevent mats, while short-haired cats may do well with a grooming glove or soft bristle brush.
    Please contact our product specialists at bangmai88@gmail.com for tailored advice.

III. Ordering, Account & Website

Q5: How do I place an order?
A5: Ordering is simple:

  1. Browse our website, docapet.shop, and add desired items to your cart.

  2. Click the shopping cart icon and review your items.

  3. Proceed to checkout.

  4. Enter your shipping address, choose a shipping method.

  5. Enter your payment information securely via our Stripe-powered gateway.

  6. Review your order and click “Place Order.” You will receive an order confirmation email immediately.

Q6: Do I need to create an account to order?
A6: No, you can check out as a guest. However, creating a free account allows you to:

  • Track your order status easily.

  • View your order history.

  • Save your shipping and billing addresses for faster checkout.

  • Manage your preferences.

Q7: I forgot my password. How can I reset it?
A7: On the login page, click the “Forgot your password?” link. Enter the email address associated with your account, and we will send you a link to create a new password.

Q8: How can I view or track my order?
A8: For logged-in users: Go to “My Account” and click on “Orders.” You will see your order history and status.
For all customers: You will receive a shipping confirmation email with a tracking number and link once your order has been dispatched. You can use that tracking number on the carrier’s website (USPS, UPS, FedEx, DHL) for real-time updates.

Q9: Can I modify or cancel my order after placing it?
A9: We process orders quickly to get your products to you ASAP. Please contact us immediately at bangmai88@gmail.com with your order number. If your order has not yet been packed and shipped, we may be able to cancel or modify it (e.g., change shipping address). If it has shipped, you will need to follow our return process upon receipt.

Q10: The website says an item is “Out of Stock.” When will it be back?
A10: We strive to maintain inventory of all popular items. You can often sign up for a “Back in Stock” notification on the product page. Restocking times vary depending on the product and our suppliers. For an estimated restock date, please email bangmai88@gmail.com.

IV. Payment & Pricing

Q11: What payment methods do you accept?
A11: We accept all major credit and debit cards (Visa, Mastercard, Amex, Discover, etc.) processed securely through Stripe. We also offer fast, secure checkout via Apple Pay and Google Pay. For full details, please see our Payment Methods page.

Q12: Is my payment information secure?
A12: Absolutely. We do not store your full credit card details on our servers. All payments are processed through Stripe, a PCI DSS Level 1 certified payment gateway (the highest security standard in the industry). Your data is encrypted and protected throughout the transaction.

Q13: Why was my credit/debit card declined?
A13: Card declines are handled by your bank, not by us. Common reasons include:

  • Insufficient funds.

  • Incorrect CVV code or billing ZIP code entered.

  • Your bank’s fraud protection has flagged the transaction (common for first-time international purchases).

  • The card is expired.
    Solution: Contact your bank directly to authorize the transaction, double-check your information, or try a different payment method.

Q14: Do you charge sales tax?
A14: For orders shipped to addresses within the United States, we are required to collect applicable state and local sales tax based on your shipping address. This will be calculated and added at checkout.

Q15: What about international duties and taxes?
A15: For orders shipped outside the United States, you, the recipient, are responsible for paying any import duties, Value-Added Tax (VAT), Goods and Services Tax (GST), and customs clearance fees levied by your country. These charges are not included in our product or shipping prices and are not collected by Do&Ca Pet LLC. They are typically collected by the courier (DHL, FedEx, etc.) upon delivery. Please check your local customs authority’s website for estimates.

V. Shipping & Delivery

Q16: Where do you ship from?
A16: We ship all orders from our fulfillment centers within the United States.

Q17: What are my shipping options and costs?
A17: We offer various shipping options (Standard, Expedited) within the U.S. and internationally. Shipping costs are calculated in real-time at checkout based on your location, order weight, and the service selected. For detailed information on carriers, estimated delivery times, and rates, please visit our dedicated Shipping Policy page.

Q18: How long will it take to receive my order?
A18: Processing Time: Orders are typically processed and handed to the carrier within 1-3 business days (excluding weekends and holidays).
Transit Time: This depends on your location and chosen shipping method.

  • Continental U.S.: 3-7 business days for standard shipping.

  • International: 7-20 business days, depending on the destination country and customs processing.
    You will receive a shipping confirmation with tracking as soon as your order leaves our facility.

Q19: My tracking hasn’t updated in a while. What should I do?
A19: Carrier tracking sometimes experiences delays in scanning updates. If there has been no movement for more than 5 business days for domestic shipments or 10 business days for international shipments, please first check the carrier’s website directly with your tracking number. If the issue persists, contact us at bangmai88@gmail.com and we will initiate a trace with the carrier.

Q20: What if my package is lost or damaged?
A20: Lost Packages: If the carrier confirms a package is lost in transit, we will either reship your order at no cost or issue a full refund.
Damaged Packages: If you receive a damaged package, please take photos of the shipping box and the damaged product immediately. Contact us within 7 days of delivery at bangmai88@gmail.com with the photos and your order number. We will send a replacement promptly.

VI. Returns, Refunds & Exchanges

Q21: What is your return policy?
A21: Our complete policy is detailed on our Refund and Return Policy page. In summary:

  • We accept returns within 30 days of delivery for items in new, unused, and resalable condition with original packaging.

  • You must obtain a Return Merchandise Authorization (RMA) number before sending anything back.

  • Opened consumables (shampoos, conditioners) and used personal care items are FINAL SALE for hygiene reasons.

  • Customer is responsible for return shipping costs unless the return is due to our error or a defective item.

Q22: How do I start a return or exchange?
A22:

  1. Email bangmai88@gmail.com within 30 days of delivery with your order number and reason for return.

  2. Our team will review and, if eligible, provide an RMA number and instructions.

  3. Pack the item securely with the RMA number on the box and ship it to the provided address using a trackable method.

  4. Once received and inspected, we will process your refund or exchange.

Q23: How long does a refund take?
A23: After we receive and approve your return, please allow:

  • 3-5 business days for us to process the refund.

  • 5-10 additional business days for the refund to post to your original payment method, depending on your bank/card issuer.

Q24: The item I received is defective/wrong. What do I do?
A24: We apologize for this error. Please contact us within 7 days of delivery at bangmai88@gmail.com with your order number, a description, and clear photos/video of the issue. We will send a prepaid return label and expedite a replacement or refund, including any shipping costs.

VII. Product Care & Warranty

Q25: How do I care for and maintain my grooming tools (shears, brushes)?
A25:

  • Shears/Scissors: Wipe blades clean after each use. Apply a drop of clipper/scissor oil to the pivot screw regularly. Store in a dry place, ideally in a protective case. Sharpen professionally when they begin to pull hair instead of cutting cleanly.

  • Brushes & Combs: Remove trapped hair after each use. Clean bristles/teeth periodically with a fine-toothed comb and warm, soapy water. Rinse and air-dry completely before storing.

  • General: Never use harsh chemicals or submerge electric components (if applicable) in water.

Q26: Do your products come with a warranty?
A26: Yes. Unless otherwise stated, our grooming tools (shears, etc.) carry a limited one (1) year warranty against defects in materials and workmanship under normal use. Consumables like shampoos are not covered by a performance warranty. Warranty claims must be initiated within the warranty period with proof of purchase. See our Terms and Conditions for full warranty details.

VIII. Contact & Support

Q27: What’s the best way to contact customer service?
A27: For the fastest and most organized response, please email the appropriate department:

  • Order & Shipping: bangmai88@gmail.com

  • Returns & Refunds: bangmai88@gmail.com

  • Product Questions: bangmai88@gmail.com

  • General Inquiries: bangmai88@gmail.com

  • Phone: +84909989962 (Mon-Fri 9am-6pm EST)

Q28: How long does it take to get a response?
A28: We strive to respond to all emails within one (1) business day. During high-volume periods or weekends, it may take up to two (2) business days.

We hope this FAQ has been helpful. Your trust is important to us, and we are committed to providing exceptional products and support for all your pet care needs.