Frequently asked questions
Where do you ship from, and how long does it take?
Orders ship from our US partner warehouses. Most parcels arrive in 5–12 business days, and US orders over $35 ship free. Tracking is emailed as soon as your parcel leaves the warehouse.
How do I pay?
We take payment with PayPal — you can pay with your PayPal balance or any debit/credit card through PayPal’s secure checkout. We never see your card details.
What if something arrives damaged?
Email us with your order number and a photo, and we will make it right — replacement or refund. See our Refund and Returns Policy (30 days).
Do you really refund and cancel without a fight?
Yes. Small refunds are handled straight away, and we do not ask you to ship damaged low-value items back. Larger refunds are reviewed by a person, usually within one business day.
How does the free Pet Memorial Hall work?
You can create a memorial page for a pet — or for a whole family — from the Memorial Hall. It is free, needs no account, and gives you a page with photos, a bilingual tribute and a printable QR code you can attach to a keepsake. You can also light a candle or leave a virtual offering any time.
Can I buy a memorial keepsake as well?
Yes — see the Memorial category in our shop for urns, engraved pendants, photo frames and wind chimes. We sell the keepsakes only; we never handle or ship ashes.
How do I reach a human?
Write to service@market.99fangbufan.com or use our contact page. A real person answers, usually within one business day.