Store FAQ — CrossPet
Q: What is your return policy? A: We offer a 30-day return window from the date you receive your order. To be eligible, items must be unused, unworn, with tags attached, and in their original packaging. You'll also need your receipt or proof of purchase.
To start a return, contact us at modoujobs@cross-pet.com. Once your return is approved, we'll send you a return shipping label and instructions. Please do not send items back without first requesting a return — unrequested returns will not be accepted.
Please note: Sale items and gift cards are not eligible for return.
Q: What if my order arrives damaged or incorrect? A: Please inspect your order as soon as it arrives. If your item is defective, damaged, or not what you ordered, contact us immediately at modoujobs@cross-pet.com so we can assess the issue and make it right. Acting quickly helps us resolve your case as fast as possible.
Q: How do exchanges work? A: The quickest way to exchange an item is to return your original order (once approved) and place a new, separate order for the size or item you want. Contact us at modoujobs@cross-pet.com to initiate the return first.
Q: How long does it take to receive a refund? A: Once we receive and inspect your return, we'll notify you of the outcome. If approved, your refund is automatically issued to your original payment method within 10 business days. Note that your bank or card provider may take additional time to process and post the amount.
If more than 15 business days have passed since your refund was approved and you haven't seen it, please reach out at modoujobs@cross-pet.com.
Q: How long does shipping take? A: Estimated delivery times by region:
| Region | Standard Delivery | Holiday Periods |
|---|---|---|
| United States | 5–8 days | Up to 3 weeks |
| UK, Australia, Canada & Europe | 1–2 weeks | Up to 3 weeks |
Shipping times are estimates and may vary slightly based on carrier conditions.
Q: Do you offer free shipping? A: Yes — we offer free global shipping on all orders over $100. For orders under $100, carrier-calculated shipping rates apply at checkout.
Q: Can I change my shipping address after placing an order? A: Address changes must be made within 30 minutes of placing your order. Please check your confirmation email immediately and contact us at modoujobs@cross-pet.com right away if you need to update your address.
Q: Do you ship to military addresses? A: Unfortunately, we are unable to ship to military addresses (APO/FPO/DPO). If a military address is entered at checkout, we'll email you to arrange an alternative delivery address. Any difference in shipping cost will be invoiced before your order proceeds.
Q: Do you ship internationally? A: Yes, we ship to the US, UK, Australia, Canada, and Europe, with free shipping on orders over $100. For other regions, please contact us at modoujobs@cross-pet.com to check availability.
Q: I'm in the European Union — do I have additional return rights? A: Yes. EU customers have the right to cancel or return any order within 14 days of receipt, for any reason, with no justification required. Items must still be in their original, unused condition with tags and original packaging. Contact us at modoujobs@cross-pet.com to exercise this right.
Q: How do I contact CrossPet customer support? A: You can reach our team at:
- Email: modoujobs@cross-pet.com
- Phone: +886-918-234-306
- Address: Cross ZNTalent Ltd., 6F., No. 118, Fuzhu St., Zhubei City, Hsinchu County 302045, Taiwan (R.O.C.)
We aim to respond to all enquiries promptly. For the fastest resolution, email is recommended.
Last updated: September 2026
