FAQs

1.Ordering

How do I make an order on your website?

Making an order with bonve-pet.com is very simple, just find the products you would like to order using either the search bar or by using the navigation bar at the top. Add the products to your cart, and then checkout!

What is the availability of the products on your site?

We stock over 14,000 products on website, and you can see whether the item you would like is in stock, or not. On the rare chance that we have sold out of the product that you want, we can offer you either a full refund of pending funds, or we will source it from our other wholesalers, at the earliest opportunity.

What payment methods are available?

We accept all cards - Maestro, Visa, American Express, Mastercard. You can either pay via our website or by phone. Unfortunately we do not accept Pay Pal.

How do I change or cancel my order?

If your order has not yet been picked by our warehouse team call or email us within at least 48 hours of placing your order and you can change or cancel your order for a full refund. If your item has already been picked by our warehouse you can simply refuse to accept it when it arrives & it will be sent back to us. There will be a fee of 12USD to return it back to us (charged by our couriers). To read in more detail visit our Delivery & Returns page.

2.Shipping & Delivery

How do I track my order?

Once your order has been fulfilled within our warehouse you will receive an email with your tracking number and a weblink to follow the entire process of your order, and to keep you in the loop. You can also track your order via your account section.

How soon will my order be delivered?

Here at bonve-pet.com we do our best to dispatch all orders as quickly as possible and you should expect your delivery within 7-15 working days from the date it was placed, or within 6-9 working days if you have selected the express shipping option.

What do I do if my order is late or even lost?

If your item does not arrive within 30 days, please email us at mona@cnhongdak.com and tell us with your order number and we will carry out an investigation with our courier to find out exactly where your parcel is. We will send out a replacement product immediately if the courier is at fault. For more details see our Terms and Conditions page.

3.Returns & Damages

How do I return an item?

We have a new 365 day return policy so simply post the item back to us at: 

If I'm not happy with a product, how do I return an item for a full refund?

If you are ever dissatisfied with any item for any reason whatsoever, you may return it back to us. We will reimburse you for the full value of the item. All we ask is that it is returned to us within 365 days of you receiving it and in its original/new condition. You will be responsible for the cost of returning the item. If you received free delivery then your refund will be minus the outgoing postage charge 9 USD

What do I do if I have been sent the wrong item?

All the parcels are carefully packed by our delivery team and then double checked but in the unlikely event you end up with a different item email us. Leave the parcel in the exact condition it arrived and post it back to us or we will arrange for collection with our courier. We will send you a new item immediately.

What do I do if my order has been stolen or damaged?

If damaged please take photos of the parcel in the exact same condition it arrived to you in and email them back to us. As soon as we receive photos we will send you a new item with no extra fee.

Is your question not here? E-mail us:Caitlyn@cnhongdak.com

We are always trying to improve our service so if you have any comments on how we’re doing or what we could do to be better then let us know.