Which product do you recommend for my pet?
Please don’t hesitate to get in touch if you have any questions or concerns. To help our customers choose the right product for their pets, we provide information such as recommended weight limits and assembly videos. Contact us at email@example.com if you have any additional questions or concerns.
How to assemble the products?
Our Ibiyaya products include an assembly manual and instructional videos on each product page, making assembly a breeze. Please make sure you follow the directions exactly. Any additional questions can be directed to firstname.lastname@example.org.
Is the material safe for pets? Are Ibiyaya products non-toxic?
We use only virgin plastic, consolidated materials, and non-toxic fabrics to ensure that our products are safe for pets. Our mission is to make the lives of all animals better. We always keep pets’ safety and comfort in mind when designing pet products.
Is it possible to repair your products? What is the best way to purchase stroller accessories like wheels, rain covers, and fabric?
Depending on the extent of the damage, most of our strollers can be repaired. Aside from stroller fabric, spare parts for your stroller can be ordered at email@example.com.
How durable is the mesh used in the manufacture of Ibiyaya products?
Cats and dogs scratching the mesh in Ibiyaya strollers and bags aren’t usually a problem, as the mesh is scratch-proof against normal wear and tear. There are exceptions, however, to this rule, such as pets that are extremely strong or have extremely sharp nails, which may be able to tear through mesh. As a result, we still urge pet parents to crate-train their pets before using our strollers, as scratching the mesh is usually a sign that a pet inside the stroller is distressed.
If a product is available on the international ibiyaya.com website, but not on the US version, how can I order it?
We love that you love our products! We may be able to ship lighter items like pet backpacks and bags from our warehouse in Asia. Strollers, for example, are bulkier and heavier, so shipping costs may be prohibitive, and the risk of damage during transit is higher. As a result, we don’t recommend shipping these items.
What is the procedure for canceling or altering an order?
If you need to cancel or change an order before it leaves our warehouse, please email firstname.lastname@example.org to reach out to our Customer Service department.
Despite our best efforts, once an order has been shipped, it cannot be changed or refunded. Hope you can understand. Thank you!
How do I return (an) item(s)?
We sincerely hope you enjoyed your purchase. However, in the unlikely event that you’re not completely satisfied, here’s another option. In order for us to verify your purchase, we will need a copy of your receipt. You may refer to our “Return Policy” page for more information.
My order hasn't arrived yet.
We understand your excitement about making a purchase online, and we hope you enjoy it! Once your order has been shipped, you will receive a confirmation email from us with a tracking number. When your order is on its way to you, you can use the tracking number to keep an eye on it. Send us an email at email@example.com if you notice anything amiss and we’ll look into it for you.
Shipping and Deliveries
How much will I have to pay for shipping?
All orders over $29 are eligible for free FedEx Ground shipping, which is available in the lower 48 states. APO’s and OR P.O. Boxes in Alaska, Hawaii, Puerto Rico, and the U.S. Virgin Islands will not be accepted at this time.
What is the normal estimated time of arrival (ETA)?
3-5 business days.
*may take longer for orders from selected east coast states
*orders placed during the weekends/holidays will be shipped out the next business day
Is it possible for me to pay for an order and have it shipped to another person's location?
Yes, without a doubt! If you’re planning to give someone a thoughtful present, we got you! You can, of course, place an order and have it delivered to a different address.
Where are Ibiyaya orders shipped from?
All orders are shipped from LA, where we have our U.S. warehouse.
Do you ship products outside the U.S.?
We have a global network of distributors and can help you find one in your area if you’re shopping from outside the United States.
Please send an email to firstname.lastname@example.org with the product name and your location if you have any questions. However, if you don’t have a local distributor, we can send you an international shipping quote.
How soon can I receive my order?
If your address is in one of the lower 48 states of continental America, it usually takes us three to seven business days to ship your order from our warehouse in LA. If you’re in another part of North or Central America, your package may take a little longer to arrive.
Warranty and Returns
Can I return an order?
If you’re not happy with a product you purchased from us, we sincerely apologize. The good news is that we’ll have an answer for you right away.
Contact us if you have any questions or concerns; we have a hassle-free return policy and a dedicated customer service team ready to assist you in any way possible. Please be aware that Ibiyaya Customer service representatives are the only ones who can issue credits or refunds. Please see our return policy for details.
What are your policies on returns?
Your satisfaction is our number one priority at Ibiyaya. We want your time with us to be a positive one. And if things don’t go according to plan, we’ve got a team of customer service experts ready to help!
You must return each item in the same condition in which you received it, unless it was damaged prior to delivery for health or hygienic reasons. There must be no signs of wear or use on any new items that are returned.
If an item is defective, damaged, or incorrect, we will pay for the return shipping. However, if you decide to return the item because you changed your mind, you will be responsible for the return shipping costs. If the item has been used, we cannot accept it back for a full refund. If the product is not received in a new, unopened condition, we reserve the right to refuse returns or to charge you our fees and expenses.
If you want us to know about your return, please provide us with your Tracking Number.
In order to prevent damage, make sure the item is well-packaged. Items valued at $75 or more must be shipped back to us using a trackable shipping service at the expense of the buyer, unless these are defective (factory defect), damaged prior to receiving the item, or we made an error and sent incorrect items.
What is the scope of your limited warranty?
Products Covered under Manufacturer’s Warranty:
Product defects, malfunctions, or failures caused by poor quality materials or workmanship during the first 90 days after purchase are covered by manufacturer’s warranty at the manufacturer’s discretion, provided that a proof of purchase is provided. In the event of a repair, Ibiyaya will cover the cost of shipping from and to the customer.
Products Not Covered under Manufacturer’s Warranty:
The Manufacturer’s Warranty does not cover damages or malfunctions to parts or products that aren’t caused by defects in the materials or workmanship, including misuse by customers and products without Proof of Purchase.
If a part is needed after the warranty, it can be purchased at a reasonable price.
Where is Ibiyaya based?
High-quality furniture and accessories for pets, particularly strollers, are offered by Ibiyaya. Our US warehouses are in LA, California, and we serve customers in over 30 countries around the world. Our headquarters is in Taiwan, but our team is located from all around the globe.
Is it possible for me to come into your store?
We can sense your eagerness to stop by our store and check out our strollers for yourself! However, Ibiyaya is a US-based e-commerce company, allowing us to focus more on providing the best price and convenience for our customers!
On our website, you can view and purchase our products. We go into great detail to describe and measure each of our products. For the benefit of our customers, we provide information such as recommended weight limits and how-to videos.
I need help! Can I speak to someone for assistance?
You can contact us at email@example.com if you have any questions or concerns about our products or services.
What payment options do you offer?
We accept credit cards via Stripe for online payments. Stripe has achieved PCI Service Provider Level 1, the highest level of security for processing credit card information. You don’t have to worry about the security of your data.
I was placing an order but was told there’s been an error! Will I be charged?
We sincerely regret any inconvenience this has caused you. For billing-related technical issues, please contact our Customer Service department at firstname.lastname@example.org and we’ll be happy to assist you.
Partnerships & Collaboration
I’m an influencer and I would like to connect with Ibiyaya for a collaboration. How can I get in touch?
Please contact us at email@example.com, @ibiyaya pet on Instagram, or fb.com/ibiyaya.en if you’d like to collaborate with our company. We’d love to hear from you.
It's difficult to say, but what does Ibiyaya sound like?
You can say it like this: yi-bi-ya-ya. We named it after a lullaby song we all grew up listening to and our adorable Maltese, “Ibbi,” who always followed us around. In 2009, Ibbi died, but his spirit lives on in our brand.
Who is Ibiyaya?
Founded in 2002, Ibiyaya is a premium pet accessory brand that specializes in pet carriers and strollers. Our goal is to create bonds built to last between humans and their furbabies, and we design each of our products from scratch with lots of love.