FAQ
Welcome to the Omoqiutal Help Center. This page provides important information about placing orders, accepted payment methods, shipping arrangements, order changes, cancellations, tracking, and after-delivery support.
If you cannot find the answer you need below, please contact our customer service team at support@omoqiutal.com. For faster assistance, include your Order ID and the email address used when placing the order.
Orders & Payments
How can I use a discount or promotional code?
Eligible promotional codes can be entered during checkout before payment is completed.
To apply your code:
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Choose the item you would like to purchase from our Pet Essentials, Pet Toys & Enrichment, or Pet Home & Comfort collections and select Add to Cart.
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Review your cart and continue to the checkout page.
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On mobile devices: Open the Show order summary section to locate the discount-code field.
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On desktop devices: The promotional-code box will generally appear on the right side of the checkout page.
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Enter your valid code and select the applicable confirmation or apply button before completing payment.
Please make sure the discount has been successfully reflected in your order total before submitting your purchase.
Which payment methods are available?
Omoqiutal processes payments through secure and encrypted payment systems designed to protect transaction information.
Depending on availability at checkout, accepted payment methods may include:
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PayPal
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Visa
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MasterCard
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American Express
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Diner's Club International
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Major credit and debit cards
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Apple Pay
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Google Pay
The payment methods available for your order will be displayed during checkout.
How much does shipping cost?
Our standard worldwide shipping rate is $5.99 USD.
In some circumstances, the final shipping amount may vary slightly depending on the destination, regional shipping conditions, or active promotional offers.
Any applicable shipping charges and the complete order total will be shown clearly before you authorize payment.
Shipping & Delivery
Does Omoqiutal ship internationally?
Yes. Omoqiutal supports international delivery.
To improve fulfillment efficiency, orders may be assigned to an available fulfillment location based on stock availability and the destination of the shipment.
Whenever possible, orders are dispatched from an appropriate fulfillment facility that can process the items efficiently.
How long does delivery normally take?
Once your order has completed processing and the required fulfillment checks, international delivery generally takes approximately 10–20 business days.
Actual transit times may differ depending on the destination, customs procedures, carrier operations, local delivery conditions, or other logistical circumstances outside our direct control.
How do I track my order?
After your package has been transferred to the shipping carrier, tracking information will be sent to the email address provided with your order.
The email will normally include a unique tracking number that can be used to follow the progress of your shipment.
You may also enter the tracking number on established parcel-tracking services such as 17TRACK (www.17track.net).
Why has my tracking information not changed?
Tracking systems do not always update immediately after a package is dispatched.
Please allow approximately 24–48 hours after shipment for the carrier's tracking database to register and display the first active updates.
During international transportation, it is also possible for tracking information to remain unchanged for several days while a parcel moves between airports, distribution centers, customs facilities, or other transit points.
This does not necessarily mean that the shipment has stopped moving.
Why did I receive multiple tracking numbers for one order?
Orders containing more than one item may occasionally be divided into separate shipments.
This can occur when products are stored at different fulfillment locations or when sending items separately can prevent unnecessary processing delays.
If your purchase is shipped in multiple parcels, each package will receive its own tracking number, and the relevant tracking details will be sent to your email.
Changes & Cancellations
Can I change my shipping name, address, or telephone number?
Please contact us as soon as possible if your delivery information needs to be corrected.
Send an email to support@omoqiutal.com with the subject:
Urgent: Address Change
Please include:
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Your Order ID
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The email address used for the order
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The complete corrected recipient and delivery information
We will make reasonable efforts to update the information before the order enters fulfillment or is handed to the carrier.
Once a parcel has already been transferred into the shipping network, we may no longer be able to change the address internally. In that situation, you may need to contact the local delivery carrier directly.
Can I change an item, option, size, variant, or quantity after ordering?
Order adjustments may only be possible within a limited period before fulfillment begins.
If you need to request a change, email support@omoqiutal.com immediately using the subject:
Urgent: Order Change
Please provide:
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Your Order ID
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The email address associated with the purchase
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A clear description of the change you would like us to make
Requested modifications can only be completed if the order has not yet entered the fulfillment process.
Can I cancel an order?
Cancellation requests may be accepted if the order has not yet been processed beyond the cancellation stage or transferred to the shipping carrier.
Depending on the circumstances, standard transaction or administrative handling charges may apply.
Once an order has been marked as Shipped, it can no longer be withdrawn or cancelled through our fulfillment system.
Problems After Delivery
My package or product arrived damaged. What should I do?
We are sorry if your order was damaged while in transit.
Please contact support@omoqiutal.com and provide enough information for our team to review the issue.
Your message should include:
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Your Order ID and the email address used for the purchase.
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Clear photographs or video showing the damaged product.
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A visible photograph of the shipping label attached to the original parcel or packaging.
Providing complete documentation helps us evaluate the situation and determine the appropriate resolution more efficiently.
What should I do if I believe the product has a manufacturing defect?
Omoqiutal aims to offer pet products that meet our expected product and fulfillment standards.
If you believe an item has a manufacturing or quality-related defect, please email support@omoqiutal.com.
Include:
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Your Order ID
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A clear explanation of the problem
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Photographs or video that clearly show the suspected