Official Store
freepet.com
Every size, every color, plus bundles and spare parts that aren't listed anywhere else. Free shipping over $99, 30-day returns, and the 10-year warranty registered straight to your name.
Get in touch
Tell us what you need help with.
Whether it's a size question, an order that needs tracking, or a wholesale inquiry - a real person reads every message. We reply within one business day.
Customer Support
Size questions, order tracking, warranty claims, or anything about your FREEPET. The main inbox - read by Sophie and two others.
hello@freepet.com
Reply <= 1 day
Wholesale and OEM
Breeders, kennels, pet shops, hotels. Minimum 20 units, tiered pricing, custom panels, and co-branded packaging.
wholesale@freepet.com
Reply <= 2 days
Press and Media
Interviews, product samples for review, factory visit requests, or high-res asset packs. Lena answers this inbox directly.
press@freepet.com
Reply <= 3 days
Careers
Applications, general notes, or questions about a role before you apply. Read by the hiring manager, not a recruiter.
careers@freepet.com
Reply <= 3 days
Team greeting - 45 sec
Meet the people who reply to your email.
Sophie, Marcus, and the shipping team take 45 seconds to say hello - from the desks where your messages actually land. No script, no music.
Send us a message.
Fill the form below and we'll route it to the right person. Order number helps if you have one - but it's not required.
Where to buy
Two ways to buy. Same welds, same warranty.
Order from us for the full range, bundle pricing and spare parts. Order from Amazon if you want it on your doorstep tomorrow. Same price on both - no Amazon markup.
Amazon
Amazon.com
The three best-selling sizes, stocked in Amazon warehouses. Prime gets one to your door in a day or two, and returns go through Amazon's counter - no email, no waiting on us.
Behind the inbox
Where your message actually lands.
Real photos from the desks, the warehouse, and the QC bench - the places our replies come from.
CX desk - Ningbo
Pack station
QC bench
Warehouse
Office dogFAQ
Before you hit send.
One business day, Monday to Friday. During peak season (November-December) it can stretch to 48 hours. Real humans, no auto-replies - the average reply time in 2025 was 6 hours.
Yes, by appointment. We host visits on Tuesdays and Thursdays in Ningbo. Contact us at least two weeks ahead so we can arrange a guide - the floor is loud, and we don't want you wandering into a weld station unattended.
Yes. Minimum order 20 units, custom panels and co-branded packaging available. We've done OEM work for pet brands in Germany, Japan, and Australia since 2008. Email wholesale@freepet.com with your business details and quantities.
Every order gets a tracking link by email within 48 hours of dispatch. You can also check your order status from your account page. If a week has passed and you still don't have a tracking number, email us - that means something went wrong.
We answer email faster than phones. For urgent order issues, use the live chat widget in the bottom-right corner during China business hours (CST 9:00-18:00). If you need a callback, say so in your email and include your timezone - we'll schedule one.