Frequently Asked Questions
Welcome to the MellowHem Help Center!
Find answers to common questions about our pet products, orders, shipping, returns, and customer support.
Orders & Payments
1. How do I place an order?
Browse our products, select the item and available options you prefer, and click "Add to Cart" or "Buy Now."
Follow the checkout instructions to complete your purchase.
2. What currency are your prices listed in?
Prices are displayed in the currency shown on our storefront.
3. What payment methods do you accept?
Available payment methods are displayed during checkout.
Please visit our Payment Methods page for additional information.
4. Can I change or cancel an order?
Please email service@mellowhem.com as soon as possible with your order number.
We will try to assist before your order is dispatched.
Once an order has shipped, our standard return process generally applies, subject to applicable consumer rights.
Shipping & Delivery
5. Where does MellowHem ship?
MellowHem offers shipping to eligible destinations available at checkout.
Shipping availability may depend on your delivery address and the products ordered.
6. How much does shipping cost?
Our standard shipping rates are:
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Orders below $69 USD: $5.99 shipping.
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Orders of $69 USD or more: Free standard shipping.
Final shipping charges are displayed at checkout before payment.
7. How long does delivery take?
Processing and delivery times depend on the destination and shipping service.
Please refer to our Shipping Information page or the delivery information displayed during checkout for the current estimates.
8. Will I receive tracking information?
Tracking details will be sent to your email after dispatch, when available.
9. What should I do if my order is delayed?
Please contact service@mellowhem.com with your order number.
Our customer support team will help investigate the shipping status.
Returns & Refunds
10. What is your return policy?
Eligible returns are handled according to our Return & Exchange Policy.
Please check that page for the return window, eligibility requirements, and return shipping arrangements.
11. How do I request a return?
Email service@mellowhem.com with your order number, the item you would like to return, and the reason for your request.
Please contact our customer support team before mailing a return package.
12. Where is your return address?
Our designated return address is:
MellowHem Returns
Chenshi Department Store, Songyuan Economic and Technological Development Zone
Unit 3, Room 101, Building A9
Rhine Huaxi·Heyue, Jinghu South Road
Wanfu Community, Economic and Technological Development Zone
Songyuan City, Jilin Province
China
Please contact us for return instructions before shipping any item.
13. What if I receive a damaged or incorrect item?
Please contact service@mellowhem.com with your order number and a description of the problem.
Photos may help us investigate the issue.
We will arrange an appropriate resolution in accordance with applicable law.
14. How will I receive my refund?
Approved refunds are issued to the original payment method within applicable legal deadlines.
Additional processing time may be required by your payment provider.
Pet Products
15. How do I choose the right size for my pet?
Please review the measurements and sizing information provided on the product page.
Measure your pet carefully before purchasing products such as collars, harnesses, clothing, or carriers.
If you have questions about sizing, contact customer support.
16. Are your products suitable for all pets?
Suitability varies by product and your pet's size, age, species, behavior, and individual needs.
Please review product descriptions, specifications, and safety instructions carefully before ordering.
17. How should I clean or maintain pet accessories?
Cleaning and maintenance requirements vary by material and product design.
Follow the care instructions provided with each product.
Discontinue use if an item becomes damaged or unsafe.
Customer Support
18. How can I contact MellowHem?
Email: service@mellowhem.com
Phone: +86 13159581374
For order-related inquiries, please include your order number.
Thank you for choosing MellowHem!
MellowHem — Little Things, Happier Pets.