FREQUENTLY ASKED QUESTIONS

It pronounces as  [yi-bi-ya-ya]. We named it after our adorable Maltese “Ibbi” that loves to tag along wherever we go and a famous lullaby song we all grew up listening to. Ibbi had passed away in 2009, but his spirit leaves on with us forever.

Ibiyaya is a 17-year-old pet accessory brand that specializes in high-end pet carriers and strollers with the most delicate craftsmanship. With our aim to create the most precious pet moment, we design each of our products from scratch with love.

Established in Taiwan, Ibiyaya has now expanded and our products are now available in more than 30 countries around the world. With Ibiyaya ergonomic pet strollers, carriers, and other accessories, pawrents can now enjoy traveling with their beloved fur babies and enjoy their most precious pet moment!

We have two dealership programs for our dealers:

  1.  Dropshipping;
  2.  Wholesale

To join our dealer program, you can simply register here. Kindly provide additional information including company name, contact name, company website, type of business, country, etc.

Our staff usually responds within 1-2 business days.”

To become an Ibiyaya partner/distributor anywhere outside of the USA, please send your inquiry to export@ibiyaya.com. Kindly provide us additional information including company name, contact name, company website, type of business, country, etc.

Our staff usually responds within 1-2 business days.

For canceling and changing of orders, unpaid or unshipped orders can be canceled before it leaves our warehouse please contact our Customer Service at pet@ibiyaya.com

As much as we want to help, please note that once the order has been shipped out, it can’t be canceled anymore. Hope you can understand. Thank you!

We hope that you loved your order. But just in case you’re not 100% satisfied. Please take note that we will need a copy of your proof of purchase for checking purposes. You may directly refer to our “Return Policy” for more information.

We feel your excitement about your online purchase! When you place an order online with us, you will receive a confirmation email with a tracking number once the order had been shipped. You can use the tracking no. to track your order when it is on its journey to your doorstep. If you think there might be an issue, feel free to contact us by sending us an email through our customer service at pet@ibiyaya-usa.com.

We provide each of our products with specific descriptions and detailed measurements. We also include recommended weight limits and some assembly videos to help our customers on choosing the best product to use for their pets. Feel free to send us an email if you still have some duoubts and need some advice.

We provide FREE shipping for all orders over $29, accessible in the lower 48 states under FedEx Ground. However, shipping to ALASKA, HAWAII, PUERTO RICO, APO’S, and OR P.O. BOXES is not applicable at the moment.

Yes, absolutely! If you’re thinking of giving someone a special gift. You can definitely purchase your order and have it sent to somebody else’s address.

We ship all orders from our U.S. warehouse in Rancho Cucamonga, California.

For purchases outside the U.S., we have a wide range of distributors worldwide and we’ll direct you to a local distributor near you.

Kindly provide us with the name of the product you’re interested in, your location, and send your inquiry to pet@ibiyaya.com. However, if there is no available distributor near you, we can send you a price including international shipping to your doorstep.

“Hi, we do apologize if you’re not satisfied with an item you’ve purchased from us. But please don’t worry, we will provide the proper solution right away.

Please feel free to contact us for help, we have a hassle-free returns policy as well as dedicated customer service to help you to sort everything out. Please note that no credits or refunds can be given without first speaking to one of our Ibiyaya Customer service representatives. Kindly refer to our return policy for more information. “

Return policy :

Ibiyaya ensures that you receive only the best products that we can offer. We do hope that your experience with us is a pleasant one. And if ever there are circumstances that don’t go quite to plan, we have a dedicated customer service team to make everything right again!

Please note: Unless the item was received damaged, due to health protection or hygienic reasons, you must return each item in the same condition in which you received it. This means that new items must be returned new, unused, and complete.

We will refund the cost of sending an item back to us if it’s defective, damaged, or incorrect. But we ask you to pay for the shipping sending the item back if you changed your mind or bought it by mistake. We won’t accept the return for the full amount refund if the item’s been used. We reserve the right to refuse returns or to charge you our fees and expenses if the product isn’t received in a new, unopened condition.

You must send us your Tracking no. in order for us to recognize your return

The item should be packaged well to avoid damage. The buyer is responsible for the item while in transit until it reaches us, items valued at over $75 must be returned to us with a trackable shipping service.”

Products Covered under Manufacturer’s Warranty:

Parts and repairs for products purchased in the United States with defects, malfunctions, or failure directly resulting from the quality of material used and/or workmanship of the finished product during the first 90 days after purchase, with proof of purchase, are covered under the manufacturer’s warranty at the discretion of the manufacturer. Ibiyaya will cover shipping from and to consumers in the event of a repair if applicable.

Products Not Covered under Manufacturer’s Warranty:

Part and/or product damages or malfunctions not resulting from defects in material and/or workmanship, including misuse by consumers and/or products without Proof of Purchase are not covered under the Manufacturer’s Warranty.

All the spare parts are available at reasonable costs if required after the warranty.

Ibiyaya provides high-end furniture and accessories for pets, most especially, strollers. We are available in more than 30 countries worldwide, and our US base is in Rancho Cucamonga in California.

We feel your excitement about wanting to visit our store and trying out our strollers! However, Ibiyaya is an e-commerce business in the US, it allows us to focus more on giving our customers the best price and most convenient service possible!

You may check and purchase directly from our website. We provide each of our products with specific descriptions and detailed measurements. We also include recommended weight limits and some assembly videos to help our customers on choosing the best product for their pets.

For customer service and product concerns, you can send us an email through pet@ibiyaya-usa.com

You can pay online we offer credit card payment through Stripe. Stripe is a PCI Service Provider Level 1 which is the highest grade of payment processing security. You can rest assured that your information is safe and secure.

We apologize for this slight inconvenience. For technical errors about the billing, you may contact our Customer Service at pet@ibiyaya-usa.com and we’ll be glad to check them for you.

Most of our Ibiyaya products have an assembly manual enclosed in the package, and we also include some assembly videos on each of our products found on the product page. Kindly follow the instructions step by step. For more questions, you can send us an email at pet@ibiyaya-usa.com

All of our materials are proudly non-harmful for pets because the products are made from virgin plastic, consolidated materials, and non-toxic fabrics. We aim to improve the quality of every pets’ life. Pet Safety and comfort are always our priority when it comes to the design of each pet product.

More questions? Please email us at usa@ibiyaya.com