FAQ

To provide you with the best experience, we have compiled the most frequently asked questions for you.

If you have any further questions that are not listed here, please contact us and we will be happy to assist as much as we can.

1. WHAT IS THE SHIPPING PRICE?
The shipping price is determined according to the type of product and the country to which the product will be shipped. During the order completion process, the shipping price will automatically appear in your shopping cart. Please note that if you exceed $50, shipping will be free.

2. HOW LONG WILL IT TAKE TO PROCESS AND SHIP MY ORDER TO ME?
We make every effort to process and ship your order as quickly as possible. In some cases, processing the order and shipment may take up to 3 business days, and in peak times it may take up to 4 business days until the item is shipped.

3. HOW LONG DOES IT TAKE FOR MY ORDER TO ARRIVE?
It depends on the type of product you ordered, as well as where you live and the season in which your order was placed.

Most orders will be delivered within 5-15 business days once shipped.

Due to the current situation concerning Covid-19, delays and customs clearance may also affect delivery times.

This means delivery times can up to 20 business days. All this information is available in detail in our shipping policy. In case of any doubt or questions regarding shipment, please contact us at: yiftachlaron@gmail.com

4. WILL I RECEIVE A TRACKING NUMBER?
Yes. All our products are shipped with a tracking number.

5. I ORDERED TWO OR MORE ITEMS BUT RECEIVED ONLY ONE ITEM... WHAT ABOUT THE ITEMS THAT DID NOT ARRIVE?
When you order multiple items at once, they may be shipped separately, so you may receive one item before the other item(s). No need to worry if you do not receive all your items at once, as all orders should arrive to you soon!

6. WHY DID I NOT RECEIVE AN ORDER CONFIRMATION?
This occurrence is rare and is usually due to the input of an incorrect email address.

Throughout the process we send you emails, including order confirmation and delivery notice. If you think that you have entered your email address incorrectly, please contact us at: yiftachlaron@gmail.com and we will fix it for you.

Note: Our email response may be in your SPAM folder. Please be sure to check this folder if you are expecting a response from us.

7. WHAT IS YOUR REFUND POLICY?
We always strive to provide you with a risk-free shopping experience. Please see our full refund policy on our website via the following link: Refund Policy

Product return
We implement a refund policy within 14 days of receiving the product.
That means that you have 14 days after receiving the product to request to return it to us.

To be eligible for a product return, the product must be in the same condition as you received it, with tags and in its original packaging. You will need to present us with an invoice or proof of purchase.

To begin the product return process, you must contact us at: yiftachlaron@gmail.com

If we receive the product refund request, we will email you instructions on how to return the product(s).

Refunds are only given when you cancel the transaction before the product goes into processing and is sent to you.

Once the product is shipped, you will not be able to cancel the order.

Please do due diligence and research before ordering. Make sure you measure the dimensions of the product correctly and check if the functionality of the product fits your and your pet's requirements.

Please note! customers may be responsible for bearing the costs of returning goods to us, depending on the reason for the refund and at the sole discretion of the Happy Romy team.

It is not possible to return certain types of items, such as consumables (food, flowers or plants), custom products (such as special orders or personalized items), and personal care products (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids or gases. Please contact us if you have any questions or concerns about a specific product.

Unfortunately, we are unable to accept returns on items purchased through gift cards.

If there are any exceptional circumstances, we will make every effort to take care of you.

You can always contact us with any questions at: yiftachlaron@gmail.com

Defective product return
If your product is defective in any way, it can be returned to us within 45 days of purchase for a full refund or store credit.

To return a defective product, you will need to photograph the product and send it to us by email explaining what the defect is and presenting us with an invoice or proof of purchase.

To begin the defective product return process, you must contact us at: yiftachlaron@gmail.com and we will email you instructions on how to return the product(s).

It is not possible to return certain types of items, such as consumables (food, flowers or plants), custom products (such as special orders or custom items), and personal care products (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids or gases.

Please contact us if you have any questions or concerns about a specific product.

Unfortunately, we are unable to accept returns on items purchased through gift cards.

If there are any exceptional circumstances, we will make every effort to take care of you.

You can always contact us with any questions at: yiftachlaron@gmail.com

Note!
It is important to us that you have a wonderful experience here on the Happy Romy website and the products you receive will be exactly as you expected. If you feel that your product does not meet your expectations, contact us and let us help! Send us an email and we will find a way to resolve the issue.

In order to get the best service and to build a long-term relationship, it is important that you let us know if there is a problem. So please, feel free to get in touch so that we can resolve any problems and continue the relationship with you.

8. WHY DOES THE POST OFFICE CHARGE ME EXTRA?
We ship products to countries around the world and we cannot be responsible for import taxes, duties and fees imposed by the country to which we send the shipment. For this reason, once the shipment has reached its destination, we consider it the customer's responsibility to make sure the additional charges are paid when picking up the shipment.

When you do not comply and pay the additional import charges, your package will be returned to us. We can resend your package, but you will need to cover the cost of reshipment.

If you have been treated unfairly by your postal service (for example, a package was returned without your knowledge), this is a problem that you will need to resolve by contacting your local postal service.

9. HOW CAN I CONTACT YOU?
If you have any questions that do not appear on this FAQ page, please contact us via the contact page above or directly to this email address: yiftachlaron@gmail.com

Note! Our response may be in your SPAM folder. Please be sure to check this folder if you are expecting a response from us.

10. WHERE DOES MY ORDER COME FROM?
We ship from our partners' warehouses and factories located in countries around the world.

DO YOU SHIP WORLDWIDE?
We ship orders to the following countries:

 Australia,

 Austria,

 Belgium,

 Canada,

 Denmark,

 Finland,

 France,

 Germany,

 Greece,

 Hungary,

 Iceland,

 Ireland,

 Italy,

 Netherlands,

 New Zealand,

 Norway,

 Poland,

 Portugal,

 Spain,

 Sweden,

 Switzerland,

 UK

 USA.

12. WHAT CURRENCY WILL I BE CHARGED IN?

We process all orders in US dollars. While the contents of the cart are displayed in different currencies, payment will be in US dollars and charged at the latest exchange rate.

13. WILL I RECEIVE A CONFIRMATION NUMBER WHEN ORDERING?
Yes, all our customers receive a confirmation order number immediately after placing the order. If for any reason you have not received a confirmation order number, please contact us at: support@happyromy.com

14. ARE THE SIZES AND COLORS I RECEIVE IDENTICAL TO THE INFORMATION PUBLISHED ON THE SITE?
As for the measurements, there may be a difference of 0.40" – 1.20" (1-3 cm) due to manual measurement.
As for the colors, because of the screen differences on a desktop computer or a mobile phone, the color may be slightly different from the product image on the website.