FAQ

Frequently Asked Questions

Welcome to the UPETTO FAQ.

Here you'll find answers to common questions about UPETTO products, ordering, shipping, payments, returns, refunds, and customer support.

If you don't find the answer you're looking for, please contact us at service@upetto.com.

How do I place an order?

Browse our collection on upetto.com, choose the product you would like to purchase, select any available options, and add the item to your cart.

When you're ready, proceed to checkout, enter your delivery information, and complete payment using one of the available payment methods.

After your order has been successfully submitted, an order confirmation will normally be sent to the email address provided during checkout.

Can I change or cancel my order?

Yes, please contact us as soon as possible after placing your order.

Email: service@upetto.com
Customer Service: 00852-8376236

We'll make reasonable efforts to accommodate your request. However, once an order has entered processing, packing, fulfillment, or shipment preparation, changes or cancellations may no longer be possible.

If your order has already shipped, you may need to wait until delivery and then follow our applicable return procedure.

How can I track my order?

Once your order has been dispatched and tracking information becomes available, you may receive a shipping confirmation email containing your tracking number or tracking link.

Please allow some time for the carrier to scan your package and update its tracking system.

If your tracking information has not updated for an extended period, contact us with your order number and we'll help review the shipment.

How long does delivery take?

Delivery times vary depending on your destination, product availability, fulfillment location, carrier, and local delivery conditions.

For eligible orders shipped to the United States, delivery generally takes approximately 3–5 business days, including normal processing and delivery estimates.

Typical timing may be approximately:

Order Processing: About 1 business day
Shipping & Delivery: About 2–4 business days

International delivery times may vary.

Please note that all delivery periods are estimates rather than guaranteed arrival dates unless specifically stated otherwise.

See our Shipping Policy for complete shipping information.

Do you offer free shipping?

UPETTO currently offers complimentary standard shipping on qualifying orders over $75, unless a different offer or condition is displayed on our website or during checkout.

For orders that do not qualify, applicable shipping options and charges will be shown before you complete payment.

Where does UPETTO ship?

Available shipping destinations will be shown during checkout.

Shipping availability may depend on:

Your country or region.
Product availability.
Fulfillment location.
Carrier availability.
Shipping restrictions.

International orders may also be subject to customs duties, VAT, import taxes, or other charges imposed by the destination country.

What kind of products does UPETTO offer?

UPETTO focuses on thoughtfully designed objects that combine everyday function with considered, modern form.

Our collections may include:

Home accessories.
Desktop objects.
Storage and organization pieces.
Trays and valet objects.
Vases and decorative vessels.
Candle and incense accessories.
Jewelry organizers and displays.
Entryway objects.
Multi-functional lifestyle accessories.
Other functional and decorative objects for everyday living.

Our collections may change as new objects and designs are introduced.

Are the accessories shown in product photos included?

Not necessarily.

Our lifestyle photography may include books, plants, flowers, jewelry, phones, candles, furniture, artwork, and other decorative items to demonstrate scale or show how a product may look in a living space.

Unless the product description specifically says otherwise, these styling accessories are not included.

Please check the individual product page to confirm exactly what comes with your purchase.

Will my product look exactly like the website photos?

We make reasonable efforts to represent each UPETTO product accurately.

However, minor differences may occur because of:

Screen settings.
Lighting.
Photography.
Material characteristics.
Surface textures.
Manufacturing tolerances.
Production variations.

Small differences in color, texture, finish, or pattern do not necessarily indicate a defect.

How should I care for my UPETTO product?

Care requirements depend on the product and materials used.

Please review the applicable product page and any instructions supplied with your item.

Depending on the material, we may recommend:

Cleaning with a soft cloth.
Wiping spills promptly.
Avoiding abrasive cleaners.
Avoiding harsh chemicals.
Avoiding prolonged moisture exposure.
Keeping the product away from excessive heat.
Protecting surfaces from unnecessary impact.
Following product-specific care instructions.

If you're unsure how to care for a particular object, contact us and include the product name.

Can UPETTO products be used with candles or incense?

Only products specifically described as suitable for candles, incense, or related use should be used for that purpose.

When using candles or incense:

Never leave them burning unattended.
Keep them away from children and pets.
Keep flames away from flammable materials.
Place the product on an appropriate stable surface.
Allow heated components to cool before handling.

Do not assume that a product is heat-resistant or flame-resistant unless this is specifically stated.

Are UPETTO products suitable for children?

Unless specifically stated otherwise, UPETTO products are designed as general home and lifestyle objects and should not be treated as children's toys.

Some products may contain:

Small components.
Magnets.
Metal parts.
Breakable materials.
Removable pieces.

Appropriate supervision and storage should be used where necessary.

What should I do if my product arrives damaged or defective?

Please contact us as soon as reasonably possible:

service@upetto.com

Please include:

Your order number.
Email address used during checkout.
A description of the problem.
Clear photographs or videos of the product.
Photographs of the original packaging.
A photograph of the shipping label where available.

Please keep the product and its original packaging while your request is being reviewed.

Depending on the circumstances, an appropriate resolution may include a replacement, refund, replacement component, or authorized return.

What if I receive the wrong product?

Please contact us before using the incorrect product.

Include:

Your order number.
A photo of the item received.
A photo of its packaging or label where available.
Details of the product you originally ordered.

We'll review the order and provide the appropriate next step.

What if something is missing from my order?

First check your shipping confirmation, as some UPETTO orders may be divided into multiple packages.

Different packages may have separate tracking numbers and arrive on different dates.

If the missing product or component is not included in another shipment, contact us with your order number and details of what is missing.

What is your return period?

Eligible UPETTO products may be returned within 180 calendar days from the confirmed delivery date.

Standard preference-based returns should generally be unused, undamaged, complete, and in their original condition.

Additional eligibility requirements apply, so please review our Return & Refund Policy before requesting a return.

How do I request a return?

Email: service@upetto.com
Customer Service: 00852-8376236

Please provide:

Your order number.
Email address used during checkout.
Product you would like to return.
Reason for the return.
Photographs or videos where relevant.

If the return is approved, we'll provide the applicable return instructions and designated return address.

Where should I send my return?

Do not automatically send a return to:

Our registered company address.
The address printed on your original package.
The original fulfillment warehouse.

The correct return location may vary depending on the product and fulfillment arrangement.

Once your request has been reviewed and approved, our customer-support team will provide the appropriate return address.

Who pays for return shipping?

For an eligible change-of-mind or preference-based return, the customer is generally responsible for return shipping unless we state otherwise or applicable law requires a different arrangement.

Different rules may apply when we confirm that a product arrived damaged, defective, incomplete, or incorrect.

Please review our Return & Refund Policy for full details.

When will I receive my refund?

After an eligible returned product reaches the designated return facility, it may be inspected before a refund is approved.

Approved refunds are generally issued to the original payment method within 5–10 business days after the return has been received and inspected.

Your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Which payment methods do you accept?

Available payment methods are displayed securely during checkout.

The options available to you may depend on:

Country or region.
Currency.
Device.
Browser.
Payment-provider availability.

Is my payment information secure?

UPETTO purchases may be processed using Shopify's checkout infrastructure and supported payment providers.

For your security, UPETTO customer service will never ask you by email to provide your:

Complete credit-card number.
CVV.
Online banking password.
Payment password.
Authentication code.

Please review our Payment & Security page for additional information.

Why was my payment declined?

A payment may be declined for several reasons.

Please check that:

Billing information is correct.
Your payment method has not expired.
Sufficient funds or credit are available.
Your bank has not blocked the transaction.
Any required verification has been completed.

If the issue continues, contact your bank or payment provider.

You may also contact us if you believe the problem relates to the UPETTO checkout process.

Why do I see a pending charge?

Some banks display a temporary authorization when a payment attempt is made.

A pending authorization does not necessarily represent a completed charge and does not automatically mean you have been charged twice.

Your bank or payment provider determines how long an authorization remains pending.

I entered the wrong shipping address. What should I do?

service@upetto.com

Include:

Your order number.
The incorrect address.
The correct complete shipping address.

We'll try to update the information before fulfillment, but an address change cannot be guaranteed once the order is being processed or has already shipped.

Why has my tracking stopped updating?

Tracking systems do not always update continuously.

A delay in tracking may occur because of:

Carrier scanning delays.
Transportation between carrier facilities.
Customs processing.
Weekends.
Public holidays.
High shipping volumes.
Local delivery conditions.

A temporary lack of updates does not necessarily mean your package is lost.

If there has been no tracking movement for an extended period, contact us with your order number and tracking information.

Tracking says “Delivered,” but I don't have my package. What should I do?

First check:

Your mailbox.
Front door or porch.
Garage or other delivery areas.
Building reception.
Mailroom.
Parcel locker.
Other members of your household.
Neighbors.
Any carrier delivery notice.

If the package still cannot be found, contact us with your order number and tracking information so we can review the available delivery details.

Business Information

Brand Name: UPETTO

Website: upetto.com

Company Name: Shenzhen Qianyuansheng Trading Co., Ltd.

Registered Address: Room 8601, No. 50 Shanzuitou Road, Helian Community, Longhua Subdistrict, Longhua District, Shenzhen, Guangdong, China.

Email: service@upetto.com

Customer Service: 00852-8376236

Still Need Help?

If you still have a question about an order, product, delivery, return, refund, or payment, please contact our customer-support team:

Email: service@upetto.com

Customer Service: 00852-8376236

For order-related questions, please include your order number and the email address used during checkout so we can locate your purchase and assist you more efficiently.