Customer support
Answers for buyers — pets, services, payments, account, and safety.
13 articles available
Browse Marketplace, open a listing, and follow checkout. Payments use Paystack or Stripe cards/wallets depending on your region. After payment, coordinate handover or delivery with the partner through Messages.
Delivery terms are agreed with the seller or transport partner after checkout. Use Messages to confirm timing, location, and any transport add-ons before the handover date.
Refund eligibility depends on the listing type, payment status, and our buyer agreement. Contact the partner first via Messages. If unresolved, email support with your order details.
Open Find Services or a service listing, then message the provider or use in-app booking where offered. Confirmed bookings appear in your account activity and Messages.
Checkout supports Paystack and Stripe (cards and wallets). Available methods depend on your region and appear at checkout or on your booking.
Check your card or Paystack balance, then retry checkout. If you were charged but the order did not confirm, email support with the Paystack or Stripe reference within 24 hours.
Open a thread in Messages with the partner first. For platform help, contact support with transaction IDs, screenshots, and dates. We review against our buyer and seller agreements.
Go to Settings → Account for password updates. Email changes may require verification depending on your sign-in method.
Account settingsarrow_forwardSettings → Account → Danger Zone → Delete account. You will receive a confirmation email; after confirming, deletion is scheduled in 30 days. You cannot sign in during that period — if you change your mind, use the restore link in the "scheduled for deletion" email before that date.
Yes. One login can include both buyer and partner modes. Use Switch to Customer View in the sidebar, or close only your provider profile in Partner Tools without deleting purchases or messages as a buyer.
Partners confirm identity with a government ID. Professional credentials are uploaded when needed for regulated services. Credential-bearing services are reviewed before the Verified badge is shown. Always use in-app Messages and checkout for your protection.
Never pay outside the platform. Verify listing details, use Messages, and report suspicious behavior to support. Avoid sharing OTPs or passwords with anyone claiming to be Pet Store staff.
Email support with the listing URL, partner name, and what happened. For urgent safety issues, include screenshots and your account email so we can investigate quickly.
Choose the channel that fits your question — we typically reply within one business day.
Questions about a specific pet, order, or booking? Contact the seller or provider in Messages.
Open MessagesAccount, payments, or policy questions — include your order ID when relevant.
support@pet-store.siteQuick answers about browsing, partners, checkout, and how the marketplace works.