FAQ’s

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 pet@ibiyaya-usa.com if you have any additional questions or concerns.

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 pet@ibiyaya-usa.com.

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.

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 pet@ibiyaya-usa.com.

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.

The article linked here can be used to teach your cat to stay calm in a stroller, while the article linked here can be used to teach your dog.

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.

If you need to cancel or change an order before it leaves our warehouse, please email pet@ibiyaya-usa.com 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!

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.

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 pet@ibiyaya-usa.com if you notice anything amiss and we’ll look into it for you.

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.

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

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.

All orders are shipped from LA, where we have our U.S. warehouse.

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 pet@ibiyaya-usa.com 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.

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.

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.

Return policy:

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.

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.

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.

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.

You can contact us at pet@ibiyaya-usa.com if you have any questions or concerns about our products or services.

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.

We sincerely regret any inconvenience this has caused you. For billing-related technical issues, please contact our Customer Service department at pet@ibiyaya-usa.com and we’ll be happy to assist you.

Please contact us at pet@ibiyaya-usa.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.

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.

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.