Common questions
Common questions
About Pet Magic
We do not have physical stores. We work exclusively through our e-commerce and all our service takes place via email or WhatsApp.
Currently, our service is provided by email (contato@petmagia.com.br) and via WhatsApp (21)99683-2553. Through these channels you can find out about your order or the purchase process.
Our service is provided from Monday to Friday from 9:00 to 18:00.
Is Pet Magia reliable?
Pet Magia has been on the market since April 2021, and already has more than 20,000 orders delivered to customers satisfied with our products and our service.
We have the utmost respect for our customers, and our commitment is to provide great experiences to our customers, delivering quality products at fair prices.
Yes, our website is completely safe and reliable. You can enter your details and make your payment without fear.
We use an SSL digital certificate on our website, a mandatory technology for e-commerce in Brazil that guarantees that all information is sent from your device (cell phone, computer or tablet) to our website in an encrypted and secure way, and cannot be intercepted in any way. an intelligible form.
Furthermore, we use Cielo as our payment platform, which is currently the e-commerce solution used by more than 50% of online businesses in Brazil and guarantees total security for your purchases.
We are proud to maintain that over 99.7% of our orders are delivered correctly. Although the chances are very small, unfortunately there may be a problem during the delivery of your order, as we depend on the Post Office to make deliveries and unforeseen events happen.
If a problem occurs and your order is not delivered, you can choose to have your product shipped again or your money back.
About our products
We offer a 90-day guarantee directly from our store. If your product has any manufacturing defect, simply send us an email with a photo or video showing the defect and we will send you a new product or refund your money.
If you are not satisfied with any product, simply request a return within 7 days, counting from the date you received the product, without needing to justify the reason for your dissatisfaction. We will inform you of the procedure for making the return and will refund your money as soon as the product is received by us. That simple 😉
In this case, please contact us to see if we can get your product in the desired color 😉
About the delivery of our products
We have a section on our website so you can track your order from posting to delivery. Just check your order number, previously sent by email, and check by clicking below.
Yes, the Pet Magia store works with reliable suppliers, who provide tracking codes for your safety and comfort.
The tracking code will be automatically sent within 5 business days to your email registered at the time of purchase.
Because we use international suppliers (from Europe and Asia) to be able to offer quality products at fairer prices to our customers.
Yes, on the way between the country of origin and Brazil there are really no updates, as there are no new movements of the package. You will receive new notifications as soon as the product arrives in Brazil. You will then receive new notifications for each movement, just as we are used to with internal orders. You can rest assured, your order is on its way.
No, the value of the product on the website is the final value and no extra value will be charged. Our products are not taxed by customs. If any type of charge occurs, we are responsible and will assume all costs.
To track your order, simply access the “TRACK YOUR ORDER” tab in our footer and enter the tracking code that was made available to you via email. Or just access the post office website, go to the “Track your item” section and enter the tracking code. In addition, we will inform you of all the movements of your order via email.
If the change request is made within 24 hours of payment approval, we will attempt to change the delivery address. If this request is made more than 24 hours after payment approval, your order will have already been processed and we will not be able to change the address. In this case, you will have to wait for your order to return to the supplier so that a new order can be sent to the correct address.
If the change request is made within 24 hours of payment approval, we will try to modify the model or color of your order. If this request is made more than 24 hours after payment approval, your order will have already been processed and we will not be able to accommodate the change request. In this case, you must ask us to exchange the product as soon as you receive your order.
About payments
We work with several payment options:
– Credit cards (up to 12 installments) from VISA, Mastercard, American Express, Dinners Club International, Hipercard, Aura, Elo.
– Bank slip (due in 2 business days).
Bank slips are sent to the email address registered at the time of purchase and you can access it at any time. Please check your SPAM folder. If you really cannot find the invoice, please contact us via WhatsApp or email.
Invoices from our store expire 2 business days after the date of issue. If the bill date has expired, you can make a new purchase or we can generate a new bill for you in our system. If you would like us to generate this new invoice, please contact us via WhatsApp or email.
Orders are always processed and shipped by our supplier after payment confirmation, and payment is not possible at the time of delivery.
