FAQs
Got questions? We've got answers. If you can't find what you're looking for, feel free to reach out at info@sunemile.com.
🐾 Products
Are your pet toys safe for all breeds and sizes?
Yes! All Sunemile toys are made with pet-safe, non-toxic materials and are rigorously tested before sale. However, we recommend choosing toys appropriate for your pet's size and always supervising playtime, especially with new toys or smaller pets.
How do I clean the toys?
Most of our plush and fabric toys can be hand-washed with mild soap and warm water. Rubber and plastic toys can be wiped down or rinsed. Please check the individual product page for specific care instructions.
My pet destroyed the toy quickly — what should I do?
Some pets are more enthusiastic chewers than others! If a toy breaks or wears out unusually fast, please contact us at info@sunemile.com with a photo. We'll assess the situation and find the best solution for you.
📦 Orders & Shipping
How long does it take to process my order?
All orders are processed within 1–3 business days after payment is confirmed. Orders placed on weekends or public holidays will begin processing on the next business day.
How do I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. Use it to monitor your delivery in real time. If you haven't received a tracking email within 5 business days, please check your spam folder or contact us.
Do I have to pay customs or import duties?
For international orders, customs fees and import duties may apply depending on your country's regulations. These charges are the responsibility of the recipient and are not included in our prices. Please check with your local customs office before ordering.
🔄 Returns & Refunds
What is your return policy?
We accept returns within 14 days of delivery, provided the item is unused, in its original packaging, and in resalable condition. Return shipping costs are the customer's responsibility for change-of-mind returns.
I received the wrong item — what do I do?
We're sorry about that! Please email us at info@sunemile.com within 7 days of delivery with your order number and a photo of the item received. We'll arrange a return and send the correct item at no extra cost.
My item arrived damaged — can I get a refund?
Yes. If your item arrives damaged, please contact us within 7 days of delivery with clear photos of the damage and packaging. We will process a full refund or send a replacement promptly — no need to return the damaged item.
My package appears to be lost — what happens?
If your tracking shows no movement for more than 15 business days past the estimated delivery date, please contact us. If the package is confirmed lost by the carrier, we will offer a full refund or free reshipment.
Can I exchange a product?
Yes! We accept exchanges within 14 days of delivery. The item must be unused and in its original packaging. Contact us at info@sunemile.com to initiate an exchange and we'll guide you through the process.
What items cannot be returned?
The following items are non-returnable:
- Items that have been used, washed, or altered
- Items returned after 14 days of delivery
- Items without original packaging
- Final sale or clearance items
How long does a refund take?
Approved refunds are processed within 5–10 business days and returned to your original payment method.
💳 Payments
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Shop Pay, and other methods shown at checkout. All transactions are processed securely.
When is payment charged?
Payment is charged at the time of order placement.
📬 Contact & Support
How do I contact customer support?
You can reach us anytime at info@sunemile.com. Our team is available Monday to Friday, 9:00 AM – 6:00 PM . We aim to respond to all emails within 24 - 48 hours on business days.
Can I modify or cancel my order after placing it?
We process orders quickly, but if you need to make a change, contact us immediately at info@sunemile.com. We'll do our best to accommodate your request before the order ships.