Frequently Asked Questions
Products and sizing
How do I choose a size for a harness, collar, or leash? Use the measurements on the product page. For harnesses and collars, measure your dog’s chest and neck with a soft tape and compare those numbers with the size chart. If your pet is between sizes, email info@syrtoy.com with the measurements and we will help you choose.
Do window hammocks, perches, and clamp-on beds fit every window or desk? No. Each product page lists the fitting style (for example, suction cups or a clamp) and any measurements given by the listing. Please check your window, sash, or desk thickness before you order. Suction-cup products need a clean, smooth surface and may not hold on textured, porous, or dirty glass.
What if the size or fit is wrong? You can return unused items within 30 days of delivery. See our Refund and Return Policy. Email info@syrtoy.com if you want help with an exchange. Items that have been used with a pet, soiled, or chewed generally cannot be returned for a change of mind.
Shipping
Where do you ship? We ship to the United States, Canada, Mexico, and countries in the European Union.
How much is shipping? Shipping is free to addresses in the United States. All other destinations we serve have a flat $9.90 shipping rate, shown at checkout.
How long will my order take? We process orders in 1–3 business days in China, excluding public holidays. Orders ship internationally from China. After an order ships, estimated transit is 3–7 business days to the United States, 6–12 business days to Canada and Mexico, and 8–16 business days to the EU. These are estimates, not guarantees. Customs clearance can add time. Full details are in our Shipping Policy and on the Shipping page.
Will I have to pay duties or VAT? Orders to Canada, Mexico, or the EU may be subject to import duties, VAT, or other destination taxes. Those charges are the customer’s responsibility and are not included in the $9.90 shipping rate unless checkout clearly shows that a tax has been collected.
Returns
What is your return window? 30 days from the delivery date, for unused items in original condition. Pet products that have been used with an animal, soiled, or chewed are not eligible for a change-of-mind return. See the Refund and Return Policy for condition rules and exceptions.
Who pays to send a return back? You pay return shipping if you changed your mind or ordered the wrong size or color. We cover return shipping if the item is defective, arrived damaged, or we sent the wrong item.
Where do I send a return? Guangzhou Liangwang Property Co., Ltd., Room 205, No. 572 Dongxiao South Road, Haizhu District, Guangzhou, Guangdong, China. Please email info@syrtoy.com first so we can confirm the return.
When will I get my refund? After we receive and inspect the return, refunds go back to the original payment method. Please allow 5–10 business days, plus your bank’s processing time.
Payment
What payment methods do you accept? We accept the payment methods shown at checkout, which typically include major credit and debit cards and any digital wallets enabled on this store. We do not ask you to email payment card details.
What currency are prices in? Prices are listed in US dollars unless checkout displays another currency.
Orders and tracking
How do I track my order? We email tracking information when your order ships. If you cannot find the message, email info@syrtoy.com with your order number.
Can I change or cancel an order? Email us as soon as possible. If the order has not yet been packed or shipped, we will do our best to change or cancel it. Once it has shipped, you can use the return policy after delivery.
I have another question. Email info@syrtoy.com. We typically respond within 1–2 business days.