FAQ
Payment Information
-
What payment methods can I choose?
We accept all major payment methods, including PayPal. Credit Card and Debit Card payments will be added in the future. Unfortunately, we are unable to accept payment via cash on delivery (COD) or bank transfer. To make a payment, click on the “CHECKOUT” button in your shopping cart and choose your payment method from there. -
Do you have cash on delivery (COD) service?
Unfortunately, we do not support COD service. Instead, we have a complete after-sale policy. Please be reassured and enjoy your shopping. -
Do we have to pay in dollars?
The currency on our website is U.S. dollars by default.
Delivery & Shipping
-
What are Inc’s shipping options?
We provide a range of secured local and worldwide shipping options. Currently, we offer Standard Shipping, Expedited Shipping, and Urgent Shipping. Please note that all time frames in our Shipping & Returns policy are stated in business days, excluding weekends and public holidays. If you wish to upgrade your shipping method after placing an order, please contact our customer service team at incpet@outlook.com. -
How long will it take to process and receive my order?
Delivery time includes processing + shipping. Each product is custom-made and will be shipped within 2–5 working days from the order date. Estimated shipping dates depend on the shipping method selected and are provided on the item page. We strive to ship your order within the expected time frame but cannot guarantee exact delivery dates. Please allow sufficient manufacturing and shipping time when placing an order. -
How do I change my shipping address?
To change your address before an order is shipped, please email us at incpet@outlook.com with your order number and correct shipping address. If your order has already been dispatched, unfortunately, we cannot change the address. You may need to contact the local post office or pick up the parcel at the original address. -
How to find a missing package that shows as delivered?
If the tracking shows delivered but you haven’t received your parcel, please try the following:-
Confirm the address you submitted is correct.
-
Look for a notice of attempted delivery.
-
Check around the delivery location, porch, garage, or with neighbors.
-
Contact your local post office to confirm the parcel status. If it’s lost, request a file document for proof.
-
-
What if the order is lost or damaged?
Please email our customer service at incpet@outlook.com with your order number. We will be happy to assist you.
Order Details
-
Where is my order? How can I track it?
Sign in to your Inc account. You can view all your orders and track their status via “My Orders” in the account center. -
How to change or cancel the order after submitting it?
Production of your personalized item begins immediately after we process your order. Please email us at incpet@outlook.com as soon as possible.-
If it has been less than 24 hours and the order is not in production, we can cancel or modify it free of charge.
-
If it has been over 24 hours and the order is in production, a 30% re-processing fee will apply.
-
Once the order is already in transit, we may not be able to cancel or change it, but please contact us and we will do our best to assist.
-
-
How can I change my inscription?
If you placed your order but want to change personalization details:-
Within 24 hours: Email incpet@outlook.com with your revised inscription, free of charge.
-
After 24 hours: A 30% re-personalization fee applies, as the order may already be in production.
-
Received Item Issues
-
I'm missing an item from my order, what should I do?
We're sorry to hear that an item is missing! Please check your order details on your order confirmation to ensure that everything is correct. Some items may be sent in separate parcels, so check if any items are arriving separately. Each delivery note will list the items included. If an item is missing, please contact our customer service team at incpet@outlook.com with your order number, the missing item's name, and a link to the item page (if available). We will resolve this issue as quickly as possible. -
I received an incorrect item, what should I do?
We are sorry to hear that your order is incorrect! Please check your order details to ensure that the personalization was submitted correctly. If the mistake is ours, we will provide a free replacement item. Please email incpet@outlook.com with your order number, photos of the incorrect item, and an explanation of how it should look. We will resolve the issue as quickly as possible.
Return & Refund
-
Return policy (99 Days Return)
If you are unsatisfied with your product, please contact our customer service team at incpet@outlook.com. We can issue a replacement or refund according to our 99-day Return Policy. If you are not satisfied with the solution provided, our team will assist you with alternative options. -
How long will it take to process the refund?
Refunds are usually processed within 3–5 business days. Please check your account a few days after the refund is initiated. -
Will the refund go to my original account or another account?
The refund will be returned to the original account used to pay for the order.
General Information about Inc
-
Is it safe to place an order online?
Inc uses advanced security measures to protect your personal information from unauthorized access. We use encryption, SSL certificates, server authentication, and other technologies—similar to how PayPal and banks secure your data. Your safety and privacy are our top priorities. -
Do you have any retail locations?
Currently, we focus on our online services only and do not have a physical store. -
Where is your company located?
Shenzhen City, Guangming District, Matian Street, Xinzhuang Community, Jiangshi Jiangfu Road No. 21, China