FAQ

Frequently Asked Questions (FAQ)

Last Updated: September 21, 2026

Welcome to the FictionPlanes FAQ. Here you can find answers to common questions about our pet products, orders, payments, shipping, returns, and customer service.

1. What is FictionPlanes?

FictionPlanes is an online store specializing in pet supplies and related products for customers in international markets.

FictionPlanes is operated by Kunming Hedu Trading Co., Ltd.

2. What types of products do you sell?

We focus on practical pet supplies designed to support the everyday care, comfort, and needs of pets and their owners.

Our product selection may change over time as we introduce new products and update our inventory.

3. How can I place an order?

Simply select the product you would like to purchase, add it to your cart, and proceed to checkout.

Enter your shipping and billing information, select an available payment method, review your order, and complete your payment.

4. What payment methods do you accept?

We support multiple payment methods depending on your country, region, device, and the options available at checkout.

Available payment methods may include:

Visa
Mastercard
American Express
PayPal
Apple Pay
Google Pay
Bank Transfer
Other supported payment options displayed during checkout

Please refer to the checkout page for the payment methods currently available for your order.

5. Is my payment information secure?

We take payment security seriously. Transactions may be processed through secure third-party payment service providers using security measures designed to protect sensitive payment information.

FictionPlanes generally does not directly store complete credit or debit card numbers.

6. How long does order processing take?

Orders are generally processed within 1–5 business days after successful payment confirmation.

Processing times may occasionally be longer during holidays, promotional periods, or periods of unusually high order volume.

7. How long does shipping take?

Most orders are expected to arrive within approximately 7–20 business days after shipment.

Actual delivery times depend on the destination, fulfillment location, carrier, customs processing, and other logistics factors.

8. Where are orders shipped from?

Depending on product availability and the destination, orders may be fulfilled through different logistics facilities.

We maintain a U.S. warehouse at:

1807 Peck Court
Newport Beach, California 92660
United States

Eligible orders may be fulfilled from this location when inventory is available.

9. How can I track my order?

When tracking information is available, it will be provided after your order has been shipped.

Please allow some time for the shipping carrier to update tracking information after your package enters its network.

If your tracking information has not updated for an extended period, please contact us at fictionplanes@outlook.com.

10. Can I change or cancel my order?

If you need to change or cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate your request. However, once an order has entered processing or has been shipped, we may not be able to modify or cancel it.

11. What should I do if I entered the wrong shipping address?

Please contact us immediately at fictionplanes@outlook.com with your order information and the correct address.

We will attempt to update the shipping information before the order is dispatched, but changes cannot be guaranteed once fulfillment or shipping has begun.

12. What is your return period?

Eligible return requests can generally be submitted within 30 days of receiving your order.

Returned products must meet the conditions described in our Return Policy.

Please contact us before sending any product back.

13. What if I receive a damaged, defective, or incorrect product?

Please contact us as soon as possible at fictionplanes@outlook.com.

Include your order number, a description of the issue, and clear photos showing the product and the problem.

After reviewing your request, we will provide an appropriate solution, which may include a replacement, refund, or other resolution.

14. Who pays for return shipping?

If a return is required because of a confirmed product defect, shipping damage, or an incorrect item sent by us, we will cover reasonable return shipping costs.

For eligible returns made for personal or non-quality reasons, return shipping costs are generally the customer's responsibility.

15. Can I send my return directly to the U.S. warehouse?

Please do not send products directly to our U.S. warehouse unless our customer service team specifically instructs you to do so.

Contact fictionplanes@outlook.com before returning any product. We will provide the appropriate return instructions and return address after reviewing your request.

16. How will I receive my refund?

Approved refunds are generally issued to the original payment method used to place the order.

The time required for a refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

17. Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, VAT, import taxes, or other charges depending on the destination country or region.

Unless otherwise indicated during checkout, applicable import-related charges may be the responsibility of the recipient.

18. Why did I receive my order in separate packages?

Products in the same order may occasionally be shipped separately due to inventory availability or different fulfillment locations.

If this happens, you may receive multiple packages or tracking numbers.

19. How can I contact FictionPlanes?

If you have questions about our products, your order, payment, shipping, or returns, please contact our customer service team:

Email: fictionplanes@outlook.com
Website: fictionplanes.com

20. What is your company information?

FictionPlanes is operated by:

Kunming Hedu Trading Co., Ltd.

Company Address:
Room 1803, Building 6, Vanke West View Community, Vanke City
Guanyinsi Community, Puji Subdistrict Office
Wuhua District, Kunming City
Yunnan Province 650000
China

U.S. Warehouse:
1807 Peck Court
Newport Beach, California 92660
United States

For customer service and return requests, please contact fictionplanes@outlook.com before sending any items or correspondence to our warehouse.