Contact Us

+86 135 3866 1001

Online Help

Monday to Saturday - 8am - 6pm

Dongguan Headquarters

  • Unit A2, 3rd Floor, Building 3, Comprehensive Complex, Nio Education Industrial Park, Dongcheng District, Dongguan City 523000, China
  • +86 135 3866 1001
[email protected]

Send Us a Message

We are here to help you with any question.

    Frequently Asked Questions

    Product

    Measure first, order second. You need three numbers: neck circumference, chest girth (the widest point just behind the front legs), and back length from the base of the neck to the base of the tail. Measure against the skin, keep the tape snug but not tight, then add roughly two fingers of ease for a comfortable fit.

    For trained sizing:

    • Always size up rather than down. A tight harness restricts shoulder movement; a slightly loose one is adjusted with the straps.
    • Chest girth is the deciding measurement for harnesses and coats. Back length matters most for coats and jumpers.
    • For toys, match by build rather than breed. A determined chewer needs a harder, thicker toy, while a small puppy needs something light enough to carry.

    Every apparel product page repeats the relevant measurement range in the description. If your pet sits exactly between two sizes, email us the three measurements and we will tell you which size we would ship.

    Yes. Our catalogue includes grain-free, limited-ingredient and high-protein ranges, as well as veterinary diets for animals managing joint, skin, kidney, urinary or weight conditions. You will find these under the Dog, Cat, Bird and More Pets categories, and can narrow them further with our filters.

    A few practical points before you order:

    • Veterinary and prescription diets are formulated for a diagnosed condition. Please confirm the choice with your own vet before ordering, and never switch a pet on a therapeutic diet without veterinary advice.
    • For pets with known allergies, check the full ingredient list on the product page rather than relying on the front of the pack.
    • If your pet is on a long-term diet, aim to keep two to three weeks of food in stock so a supply delay never forces an abrupt change.

    Tell us your pet's situation and we will send you a short list of suitable options from the ranges we currently hold.

    Every food, treat and chew we list is published with a complete, named ingredient panel — no vague "meat meal", no hidden fillers. We only stock ranges whose manufacturers publish full guaranteed analysis on pack and follow recognised pet food standards.

    When you shop with WLTX PET you can filter for the formulations that suit your pet: grain-free, limited-ingredient, high-protein or single-animal-protein diets. Each product page lists the protein source, the first five ingredients, and any declared allergens, so you can compare like for like without reading a wall of small print.

    If you are switching your pet to a new formula, transition over 7 to 10 days by mixing increasing amounts of the new food into the old one. This keeps digestion steady and lets you spot sensitivities early. Our team is happy to help you shortlist options — just email us with your pet's age, weight and known sensitivities.

    Orders

    When your parcel is handed to the carrier we email you a tracking number together with a direct link. You can follow the shipment at any time on our Order Tracking page by entering the order number and the billing email used at checkout.

    What the statuses mean:

    • Processing — payment received, your order is being picked or produced.
    • Shipped — the parcel has left our warehouse and the tracking number is live.
    • In transit — with the carrier. International scans can pause for several days at a transfer hub, which is normal.

    If the tracking has not moved for more than five working days, send us the order number at [email protected] and we will open a trace with the carrier on your behalf.

    You may return most unused items within 30 days of delivery for a refund or exchange. To be eligible, the item must be unused, in the condition you received it, and in its original packaging with any tags attached. Proof of purchase is required.

    For hygiene and safety reasons the following cannot be returned: opened food, treats and chews, prescription and veterinary diets, and any item that has been worn by a pet. Sale items are refunded only if they arrive faulty or damaged.

    To start a return, email [email protected] with your order number and a photograph of the item. We will confirm the return address and the next steps. Once the item reaches us we inspect it, then notify you of approval, and approved refunds are credited to your original payment method. Buyers cover the cost of return shipping unless the item was faulty or incorrect.

    The full terms are set out in our Refund and Returns Policy.

    WLTX PET ships from our facility in Dongguan, China, to retail customers and trade buyers worldwide. Orders placed through the online store are picked and packed as soon as payment clears, and you receive a tracking number by email as soon as the parcel leaves our warehouse.

    Lead times to plan around:

    • Stocked retail items: dispatched on the next working day after payment.
    • Bulk and custom orders: a production lead time of 7 to 15 days, confirmed in writing on your order before we start.

    Delivery time after dispatch depends on the destination and the service selected at checkout. Import duties, VAT and customs clearance charges are set by the destination country and are the responsibility of the buyer. If you need a freight quote for a pallet or container, contact us and we will arrange door-to-door pricing.

    Payments

    Our team answers product, order and wholesale enquiries from Monday to Saturday. The fastest routes to a human are email and WhatsApp:

    • Email: [email protected]
    • Phone / WhatsApp: +86 135 3866 1001
    • Address: Unit A2, 3rd Floor, Building 3, Comprehensive Complex, Nio Education Industrial Park, Dongcheng District, Dongguan City 523000, China

    Tell us what you are trying to achieve — choosing a toy for a heavy chewer, building a wholesale range, or asking about a custom print — and we will reply with specific options and pricing rather than a generic brochure. Trade buyers can also request a free sample before committing to a bulk order.

    For everything else, the Contact Us page lists our full support channels.

    Yes, if the order has not yet been dispatched. Email [email protected] as soon as possible with your order number and the change you need — a different size, a different colour, an added item, a corrected shipping address, or a full cancellation.

    Because stocked items are packed on the next working day, the practical window is usually short. Once a parcel has left our warehouse the order can no longer be edited, and the return process applies instead: you may send the goods back unused within 30 days under our Refund and Returns Policy.

    Wholesale and custom orders are produced to your specification, so changes can only be accepted before production begins. Your order confirmation states the production start date — please check it and contact your account manager straight away if anything needs adjusting.