FAQs

I just placed an order; when will it ship?

We try our best to ship items as fast as we can. Please allow up to 5 processing days for your order to ship out.

Tracking numbers will be updated as soon as possible after your order has been shipped. 

If you have difficulty tracking your order on the Tracking Page, please email us at [email protected].

I don’t like what I ordered, can it be returned? 

We offer a 100% money-back guarantee for defective or damaged products. We give you 30 days to send it back to us for a full refund. You have to ship it back. You will be responsible for any associated costs of the return. Once we have received the product, we will refund the total amount of your original purchase. Please include your name and order number on the returned parcel.

Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.

Can I cancel my order? 

You are free to cancel your order without incurring any penalties. To cancel your order, please do so before it is shipped. If the item is already sent, please use our easy return system to get a full refund.

I have entered an incorrect address; what do I do now?

If you have misspelled or auto-filled an incorrect address, reply to your order confirmation email and confirm. Once you double-check if the address given is wrong, kindly notify us via email at [email protected]. If the address provided is incorrect, we can update it to the correct address within 24 hours. Please note no refund will be given after 24 hours of incorrect submission.

How long does shipping take? 

Shipping times vary as we ship worldwide from different fulfillment centers based on your location. 

For the USA, the average shipping time is 7-15 business days. 

For Canada, the average shipping time is 9-16 business days. 

For the UK, the average shipping time is 4-8 business days. 

For Australia, the average shipping time is 7-12 business days. 

It’s important to keep in mind that certain products may require a longer delivery time.

I have a question that wasn’t answered. Can you please help? 

Absolutely! We are here to help. Please email [email protected], and we will be happy to assist you in any way we can. 

We receive many emails. To ensure a quick response, kindly provide your order number and specify the issue you are facing.

Thank you for choosing Pets-99.