Frequently Asked Questions | Higooga

Frequently Asked Questions

Got questions? We're here to help you and your furry friend! Browse our FAQs below, or reach out to us anytime at orders@higooga.com.

Orders

Once an order is placed, it cannot be canceled because processing begins shortly after receipt.

If you need to request a change, please email orders@higooga.com as soon as possible using the email address provided at checkout. Please include:

  • Your name
  • Your order number
  • The change you are requesting

Higooga may exceptionally authorize a change before the order is dispatched, but changes are not guaranteed. We will review your request and confirm whether the change is still possible.

If Higooga is unable to fulfill an order, or cancels it because of a verified Higooga-side error, the applicable amount will be refunded to the original payment method.

We can definitely help! Please email us at orders@higooga.com using the email account that you used to place your order.

We do not offer gift wrapping service at the moment.

Currently, we only accept orders placed through our website. If you have any questions or need assistance with placing your order online, please feel free to reach out to us at orders@higooga.com. We'll be more than happy to assist you.

Currently, we only accept orders through our website. If you need any assistance with placing your order online, please feel free to reach out to us at orders@higooga.com. We're here to help!

Address changes requested after an order is placed are not guaranteed.

If you notice an error, please email orders@higooga.com as soon as possible using the email address provided at checkout. Please include:

  • Your name
  • Your order number
  • The complete corrected delivery address

We may be able to authorize an address change before the order is dispatched, but this depends on the order’s fulfillment status. Once an order has been dispatched or transferred to the delivery partner, the address normally cannot be changed.

Customers are responsible for providing a complete and accurate delivery address. If an order becomes undeliverable because of an incorrect or incomplete address, applicable handling fees may be deducted from any authorized store credit or refund in accordance with our Refund Policy.

We accept major credit cards, including Visa, Mastercard, and American Express. PayPal, Apple Pay, Google Pay, and Shop Pay may also be available at checkout.

We also accept USDC (USD Coin), subject to our USDC Payments Policy. Available payment methods may vary by location and will be displayed at checkout.

Sure! We offer exclusive deals and promotions to our newsletter community. Be sure to sign up to get the latest updates on new product releases and special offers. Don't miss out on these exciting deals!

Discount codes must be applied at checkout and unfortunately cannot be added retroactively once an order has been confirmed.

Yes! You can enter a recipient’s name and address at checkout. We do not include pricing details in the package, so it’s gift-safe. If you’d like to include a gift message, please email us after placing the order and we’ll do our best to accommodate.

Shipping

Order processing normally takes 1 to 5 business days. Delivery time varies depending on the destination, product, and shipping method selected. The estimates below begin after dispatch and do not include order processing time.

Standard delivery generally takes:

  • Hong Kong: 5 to 10 business days
  • All other supported destinations: 7 to 20 business days

Large or heavy items sent using Ocean/Rail + Express generally take:

  • United States: approximately 25 to 35 business days
  • Europe and other international destinations where this method is available: approximately 40 to 50 business days

Please check the product page and our Shipping Policy for the estimate applicable to your order.

We maintain delivery options for selected products to destinations in North America, Asia-Pacific, Europe, and other supported locations.

Product availability, shipping methods, and delivery coverage vary by product and destination. A supported country does not mean that every product can be delivered there. Please check the product page and the shipping options available at checkout.

If a product or destination is unavailable at checkout, contact orders@higooga.com. We may be able to review an individual request with our fulfillment partners, depending on product availability and available shipping channels. Alternative arrangements are considered on a case-by-case basis and are not guaranteed.

Please check our Shipping Policy for the current destination list and complete terms.

We will email you after your order has been shipped and provide the available tracking information.

For large or heavy products shipped using Ocean/Rail + Express, tracking may not become available until the shipment reaches the destination country and is transferred to the local delivery partner.

We offer complimentary standard shipping on our products wherever this service is available. Product availability and the applicable shipping method depend on the product and destination.

Large and heavy items may be shipped using Ocean + Express. For a small number of destinations where complimentary shipping is unavailable, a supplemental shipping fee may apply. Any applicable fee will be displayed at checkout.

Optional paid shipping upgrades may be available for selected products. These upgrade charges are normally non-refundable once the order has been dispatched. This does not apply where Higooga is unable to provide the paid shipping upgrade or where a refund is required by applicable law.

After your order has been shipped, we will email you the available tracking information. You can use the tracking number or order details provided in the email to check your shipment on our tracking page.

For large or heavy products shipped using Ocean/Rail + Express, tracking may not become available until the shipment reaches the destination country and is transferred to the local delivery partner.

You can conveniently track your order on this page.

If your order has not arrived within the shipping timeframe stated on the product page or in our Shipping Policy, please contact orders@higooga.com using the email address provided at checkout. Include your name and order number so that we can review the shipment status.

If carrier tracking shows the package as delivered but you cannot locate it, contact us within 7 days after the recorded delivery date. Before contacting us, please check with household members, neighbors, reception, the mailroom, and any safe delivery locations.

We may request additional information or a carrier investigation before confirming whether the shipment was lost or misdelivered.

If your order is being shipped via the Ocean + Express method (which is the most common shipping method covered by free shipping for all large size items), the shipping status is usually only updated once your order reaches the destination port, is cleared, and picked up by our delivery partner. For details on the delivery timeframe, please refer to the product page or our Shipping Policy.

Faster shipping is available for selected products at an additional cost. Available shipping upgrades will normally be displayed at checkout.

If an upgrade is not shown, please contact orders@higooga.com before placing your order so that we can confirm whether another shipping method is available.

Optional shipping upgrade charges are normally non-refundable once the order has been dispatched. This does not apply where Higooga is unable to provide the paid shipping upgrade or where a refund is required by applicable law.

Some large or bulky items are shipped using a combination of ocean freight and express delivery, which may take longer than standard shipments. Estimated shipping times are listed on the product page. If your order includes multiple items, they may ship from different warehouses and arrive separately.

Order processing normally takes 1 to 5 business days, and we will email you after the order has been shipped.

If your order contains multiple products, they may be shipped separately from different warehouses and have different tracking numbers. For products shipped using Ocean/Rail + Express, tracking may not update until the shipment reaches the destination country and is transferred to the local delivery partner.

If the applicable shipping timeframe has passed, please contact orders@higooga.com with your name and order number.

Returns & Refunds

For damaged, defective, incomplete, or incorrect products, please contact us within 14 days after delivery for non-electronic products or within 5 days after delivery for electronic products. We may require photos, continuous video, packaging images, and other information to verify the issue.

For change-of-mind and other non-fault returns, the request must be submitted within 14 days after delivery. The product must be eligible for return, unused, and in its original condition with all packaging and components.

All returns require prior authorization. Please do not send or dispose of the product while your request is being reviewed.

A verified product issue will normally be resolved through replacement. Depending on the circumstances, Higooga may instead authorize parts, repair, or a refund to the original payment method. Approved non-fault returns are normally issued as store credit, less applicable shipping, handling, and restocking fees.

Please review our refund policy for complete terms.

Using the email address provided at checkout, send your request to orders@higooga.com with:

  • Your name and order number
  • A clear description of the issue or reason for return
  • Clear photos of the product, packaging, shipping label, and included components, where relevant
  • A clear, continuous video demonstrating the complete issue, where relevant

Please retain the product, original packaging, labels, and all included components while your request is reviewed. Do not dispose of, alter, repair, or return the product without our written authorization.

If the return is approved, we will provide the applicable return instructions. Items sent without prior authorization will not be accepted. 

We will notify you after the submitted evidence and, where required, the returned product have been reviewed and inspected.

Processing time depends on whether additional evidence, supplier assessment, carrier investigation, or physical inspection is required. A damaged or defective product may still need to be returned before a remedy can be confirmed.

Please retain the product and all packaging and components until we confirm that the review is complete.

For more details, please check our Refund Policy.

A monetary refund is not automatic for every approved claim or return.

For a verified Higooga-side product or delivery issue, we will authorize one appropriate remedy. Product replacement is normally the standard resolution for a confirmed product issue, although a refund to the original payment method may be authorized where appropriate.

Approved change-of-mind and other non-fault returns are normally issued as store credit, less applicable shipping, handling, and restocking fees.

We will confirm the remedy and any applicable amount after the evidence and, where required, the returned product have been reviewed. Processing time after a monetary refund is issued may vary depending on the payment provider or financial institution.

Please inspect the product immediately after delivery. Contact orders@higooga.com within 14 days after delivery for a non-electronic product or within 5 days after delivery for an electronic product.

Using the email address provided at checkout, include:

  • Your name and order number
  • A clear description of the issue and when it was first noticed
  • Clear photos of the product, affected area, packaging, shipping label, and included components
  • A clear, continuous video demonstrating the complete issue from multiple angles
  • Any requested troubleshooting information

Please retain the product, packaging, labels, and all components while the claim is reviewed. Do not dispose of, repair, materially alter, or return the product without our written authorization.

Submitting evidence does not itself verify the issue or guarantee a particular remedy. We will review the available evidence and confirm the next step.

Change-of-mind and other non-fault returns are only accepted for eligible products that are unused and in their original condition, with all tags, components, and packaging.

For hygiene and safety reasons, opened or used hygiene-sensitive pet products are normally not returnable. This includes litter boxes, food bowls, feeders, water fountains, and related products that have contained litter, food, water, waste, bodily fluids, or significant soiling.

A reported Higooga-side product issue may still be reviewed, but use of the product does not by itself verify that it was defective when delivered. Please contact us before disposing of or returning the product.

Product Recommendations

Certainly! Our dedicated Customer Support Team can offer personalized product recommendations based on your cat's breed, size, and life stage, as well as your home and family needs. To receive our suggestions, please email us at orders@higooga.com with your specific requirements, and we will be more than happy to assist you.

If you are having trouble finding specific products in the market, we may be able to assist you by checking with our partnered manufacturers and distributors. However, we cannot guarantee that we will be able to find the exact products you need. Please send us an email at orders@higooga.com with your requirements.