FAQs

How can I contact Mona Lisa?
You can reach out to us via email at shopmnalisa1@gmail.com. Our dedicated customer service team is available 24/7 and will be happy to assist you with any questions or concerns you may have.

Do you ship worldwide?
Yes, we proudly offer worldwide shipping. No matter where you are, we can deliver our high-quality pet products to your doorstep.

Where do you ship from?
All our products are shipped from our warehouse in Hong Kong. We partner with reliable logistics providers to ensure your order reaches you in a timely manner.

Can I change or cancel my order?
We understand that circumstances can change. If you need to change or cancel your order, please contact us within 12 hours of placing your order. After this period, we cannot guarantee changes or cancellations as we process orders quickly. However, once you receive your order, you can return it for a full refund if necessary.

What payment methods do you accept?
We accept a variety of payment methods for your convenience, including all major credit cards (VISA, Mastercard, AMEX) and PayPal. Your payment information is processed securely to ensure your privacy and security.

When will my order be processed?
Our team works diligently to process orders between Monday and Friday. Typically, orders are processed within 1-3 business days from the date of order. Please note that orders placed during holidays and sale seasons may experience longer processing times. Orders are shipped the day after processing is completed. We do not process or ship orders on weekends.

How long will it take to receive my order?
Due to high demand, shipping times can vary. Generally, you can expect your order to arrive within 2-4 weeks. We appreciate your patience and understanding as we work to deliver your items as quickly as possible.

What if I don't receive my order?
If you haven't received your order within 30 days after it has shipped, please contact us for assistance. We will investigate the issue and, if necessary, provide a full refund. Your satisfaction is our top priority.

Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars. However, you may be responsible for paying import duties, taxes, and related customs fees once your order reaches its final destination. These charges are determined by your local customs office and are your responsibility. Unfortunately, we cannot predict or cover these costs. For more information, please contact your local customs office.

How do I return an item?
If you need to return an item, please contact us at shopmnalisa1@gmail.com. Provide your order number and details about the item you wish to return. We will guide you through the return process to ensure it is as smooth as possible.

What if the item(s) I received are defective/incorrect/damaged?
We strive for perfection, but mistakes can happen. If you receive an incorrect, defective, or damaged item, please contact us immediately. Include your order number, photographs of the item(s), and a description of the issue. Our team will work quickly to resolve the problem to your satisfaction.

When will I receive my refund?
All refunds are processed to the original form of payment. If you paid by credit or debit card, the refund will be sent to your card-issuing bank within 7-10 business days of receiving the returned item or approving the cancellation request. Please contact your card-issuing bank for details on when the credit will be posted to your account. If you haven't received a credit for your return yet, contact your bank or credit card company as it may take some time before the refund is officially posted.