QUICK ASSISTS
Answers to our most frequently asked questions are just one click away.
SHIPPING
How can I get free shipping?
- For orders over $49.99, FREE Shipping will be provided to the contiguous U.S.
- For orders less than $49.99, a flat rate of $9.99 will be charged for each order.
- The shipping cost will be calculated at check out.
How long will delivery take?
- Orders will be shipped the next business day. If you would like to make any changes to your order, please email us before the next business day.
- For regular products, you can expect delivery within 2-7 business days.
- For New Launch Products, you can expect delivery within 8-15 business days.
What shipping carrier do you use?
- Our carrier partner providers are FedEx, UPS, USPS
- P.O. Boxes address is not valid, please fill in the street address instead.
- If a tracking number is provided by the shipping carrier, we will update your order accordingly to the tracking information.
Will all addresses can be delivered?
Currently, undeliverable addresses include:
- Alaska, Guam, Hawaii, Puerto Rico, U.S. Virgin Islands
- Armed Forces Americas
- Armed Forces Europe
- Armed Forces Pacific
If you have any questions, comments or suggestions, feel free to email us at any time.
- Customer service email: service@petfamily365.com
What should I do if my package is lost/damaged?
- Please contact our customer service email within 48 hours of expected delivery and we will work with the carrier to find or replace your package.
- Our customer service email address is: service@petfamily365.com
Can I change the shipping address on my order?
- If we have not yet shipped your order, you can contact our service email to update the address.
- If shipped, contact us immediately and we'll try our best to reroute it.
- Our customer service email box is: service@petfamily365.com
Do I need to be there to sign for it?
- Nope! If you're not home, the driver will leave your package at the door, inside your mailbox, or with your doorman.
Do you ship to P.O. boxes, APO/FPO addresses, or international addresses?
- No – at this time we are unable to ship to P.O boxes, APO/FPO addresses, and international addresses. We currently only ship within the contiguous US.
What happens if my package gets lost?
- All items purchased from Petfamily365.com are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.
- But you can till contact our customer service team and we wil try our best to get more information from carrier for you.
What information do I need to check out?
- Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!
What forms of payment do you accept?
- We accept Visa, MasterCard, American Express, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay, Meta Pay, and PayPal.
Promotions
I received a promotion code. How do I apply it?
- Applying a promotion code is simple! At Checkout, simply type the code into the box that says “Gift card or discount code.” Then, click the button that says “Apply.”
- All promotion codes can only be used once.
- Subscribe and you will get a free shipping code as a start.
Do you offer senior citizen or military discounts?
- At this time, we do not offer any additional discounts for veterans or senior citizens.
- If you’re looking for additional savings, check our front page banner, Facebook or Instagram, you will always get the latest promotion plan.
What is a question customers frequently have?
Use this text to answer common question or provide organized content about product features or details.
Other
How can I check the status of my order?
- You can check your order status by logging into your account and viewing your order history. The status will be displayed there.
- Or you can contact our customer service team: service@petfamily365.com
How do I cancel or change an order?
- If your order has not shipped, you can cancel or make changes by logging into your account.
- If shipped, please contact us immediately.
- Our customer service email address is: service@petfamily365.com
I haven't received my order yet. Should I be worried?
- Most orders arrive within our stated delivery estimates.
- If it has been longer, please contact us and we will investigate.
- Our customer service email address is: service@petfamily365.com
Can I get my refund if I return the product?
- Undamaged and Unused products may be returned for a refund within 30 days from the order date.
- Returns must include all accessories.
- Returns may be rejected if the product does not meet the above requirements.
- For any special cases, please send us a message to service@petfamily365.com with your order number and detail of your conserns , our customer service team will help without hesitation.
I received some items that I did not order, what is that?
- Petfamily365 always prepares some supprise gifts for your pet, we hope you pet will enjoy it.
- And we will be highly appraciated if you are willing to share your feedback under the product you ordered. Lots pet parenets love to hear the true using experience from customers.
Return and Refund
What is your return and refund policy?
If Petfamily didn’t meet your expectation, we will offer our customers a 30-Day Return Guarantee from purchase date.
- Products with non-returnable marks and free gifts cannot be returned.
- We do not accept returned items that have been sent back without proper returns requests.
Who pays for return shipping costs?
- Please email to service@petfamily365.com for a return. We will issue a return shipping label to you.
- If it is a no reason return and there is no any problem with received product, a return shipping fee of $19.99 will be deducted from your refund.
- ALL RETURNS MUST BE SHIPPED TO PETFAMILY365.COM'S RETURN ADDRESS.
Can I get my refund if I return the product?
Undamaged and Unused products may be returned for a refund within 30 days from the order date.
- Returns must include all accessories.
- Returns may be rejected if the product does not meet the above requirements.
- For any special cases, please send us a message to service@petfamily365.com with your order number and detail of your conserns , our customer service team will help without hesitation.
Payment
When will my payment method be charged?
- Your payment method will be charged automatically on the date the order is shipped.
- As soon as you place your order, you may see a pending charge for the total amount of the order.
- The pending charge will disappear 24 to 48 hours after your order ships.
- There's no need to call or update anything online.
Why is my credit card not working?
If you’re having trouble with your credit card,make sure the billing address matches the address on file with your credit card and/or bank.Enterthe name and credit cardnumberexactly theway you see it on the card.Beforeyou place your order, add the CVV, a 3-digit code found on the back of your card.