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

Unfortunately, we will not be able to cancel orders that have been placed.

It might be possible to make changes to an order provided the product has not been despatched from the warehouse.

To send a change request, please email orders@higooga.com with the following information, using the email account you provided at the time of purchase.

  • Your name
  • Your order number
  • Your request

We will let you know of the result within 1 business day.

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!

Unfortunately, we are unable to edit or make any changes once an order is placed. However, if the product has not been dispatched, we might be able to work with our warehouse to change the shipping address. Please contact us at orders@higooga.com using the same email account used for your order. Make sure to provide your order number so that we can assist you promptly.

We accept most popular credit cards, such as Visa, Mastercard, and American Express. We also offer other payment options, including Paypal, Apple Pay, and Google Pay.

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

We start processing orders within 24 hours upon receiving them. Depending on your location and the availability of the product, your purchased item will arrive in 7-30 business days. Check our shipping policy for more information.

Currently, we ship to the following locations:

  • The United States & Canada
  • Australia & New Zealand
  • Hong Kong, Singapore, Malaysia, The Philippines, Thailand
  • United Kingdom, France, Sweden

 Check our shipping policy for more information.

We will email you a tracking number for your order once it has been dispatched. You can check the shipping status here.

Yes, we do! We offer free trackable shipping on all products, to all locations which we ship to.

Check out this page for details.

We also offer many other exciting promotions and exclusive deals throughout the year. Sign-up to our newsletter and be the first to know about the latest updates.

Once your order has been dispatched from the warehouse, we will provide you with a tracking number. You can conveniently track your order on this page.

If you have not received your ordered item within the specified shipping timeframe, please contact our Customer Support Team at orders@higooga.com. Make sure to include your order number so that we can assist you in clarifying the status of your order or resolving any shipment problems.

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.

Yes, you can! For most items, faster shipping is available at an additional cost. Please contact our Customer Support team at orders@higooga.com, and we will be happy to provide you with a quote for expedited shipping.

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.

If your order includes multiple items, they may be shipped separately from different warehouses. You'll receive separate tracking numbers for each shipment. If you're still concerned, feel free to reach out to

Returns & Refund

We are happy to accept returns and provide a full refund or exchange if all of the following conditions are met:

  • There is a quality issue with the product
  • The product is unused with original labels attached and packaging in good condition 
  • Return request is received within 7 days of product delivery

 Check our refund policy for more details.

Using the email account you provided when the product was purchased, send your request to orders@higooga.com with the following information:

  • Your name
  • Your order number
  • Issues with the product (with pictures if applicable)

We will get back to you with instructions on how to return the product.

Check our refund policy for more details. 

Unless the item is defective or damaged, we will process all returned items within 7 working days after receiving and inspecting them. We will ensure that the items are in the same condition as when you received them - unworn or unused, with tags, and in their original packaging.

If the item is defective or damaged, we will replace or refund your purchase without requiring you to return the item.

For more details, please check our Refund Policy.

You will typically receive your refund in the form of store credits within 7 working days.

Using the email account you provided when purchasing the product, send your request to orders@higooga.com with the following information:

  • Your name
  • Order number
  • Issues with the product (with pictures if applicable)

Please note that items sent back to us without first requesting a return will not be accepted.

We only accept returns for unused products that are in their original condition with tags and packaging intact. For hygiene and safety reasons, certain categories such as pet items, filters, or consumables are not eligible for return once opened. Please check our refund policy for details.

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.