Frequently Asked Questions (FAQ)
Below are answers to the questions our customers ask most often. If you can't find what you need, our support team is happy to help.
Shipping & Delivery
1. Where do you ship? We ship within the United States, to all 50 states. We do not currently ship internationally, to APO/FPO military addresses, or to P.O. Boxes where carrier restrictions apply.
2. How much does shipping cost? A flat rate of $4.99 per order, to any US address. The cost is shown at checkout before you complete your purchase.
3. How long will my order take to arrive? Orders are processed within 1–2 business days by our US fulfilment partner, and typically arrive 3–5 business days after dispatch.
Estimated total delivery: 4–7 business days from the time you place your order.
4. How can I track my order? Once your order ships, you will receive a confirmation email with your tracking number and carrier. You can also track your order at peticlub.com/apps/track123.
5. My tracking number isn't working yet. Is something wrong? Please allow 24–48 hours after dispatch for tracking information to become active. If it still hasn't updated after that, contact us and we'll look into it.
6. Why did my order arrive in separate packages? If you ordered several items, they may ship separately and arrive on different days. Each package has its own tracking, and there is no extra charge.
7. What if my order is delayed? Delivery estimates are not guarantees and can be affected by carrier operations, weather, public holidays, and seasonal volume. If your order is significantly delayed, contact us and we will follow it up with the carrier.
8. What if my order arrives damaged or goes missing? Contact us at support@peticlub.com with your order number, tracking number, and photos if the item is damaged. We will prioritise your case and provide a replacement or full refund. You will not be asked to pay to return a damaged item.
Orders & Cancellations
9. Can I cancel my order? Yes. Contact us at support@peticlub.com within 12 hours of placing your order. If it has not yet been processed, we will cancel it and issue a full refund within 5–7 business days. Once an order has been dispatched it cannot be cancelled, but eligible items can be returned after delivery.
10. Can I change my order after placing it? If you need to change your shipping address, product, quantity, size, or colour, email us within 12 hours of ordering. We will do our best, but changes cannot be guaranteed once fulfilment has begun.
11. What if I entered the wrong shipping address? Contact us immediately. We can usually update your address before your order enters processing. Once dispatched, we are unable to redirect a package.
12. Will I receive an order confirmation? Yes. You will receive a confirmation email with your order number, order summary, billing details, and shipping information. If it doesn't arrive, please check your spam folder.
Returns & Refunds
13. What is your return policy? You have 30 calendar days from delivery to request a return. Items must be unused, in original packaging, with all accessories included. Beds, blankets and soft goods must also be free from pet hair, stains and odours.
14. How do I start a return? Email support@peticlub.com with your order number and the reason for your return. We respond within 1–2 business days with instructions. Please don't ship anything back before receiving them.
15. Who pays for return shipping? If the item is damaged, defective or incorrect, we provide a prepaid label at no cost to you — please report it within 7 days of delivery with photos. If you're returning because you changed your mind, the return shipping cost is yours.
16. When will I receive my refund? Approved refunds are issued to your original payment method within 5–7 business days of us receiving and inspecting your return. Your bank or card issuer may take additional time to post the funds. If it hasn't appeared after 10 business days, contact us and we'll trace it.
17. Do you offer exchanges? Not directly. The fastest way is to return the item you have and place a new order for the one you want.
18. What can't be returned? Opened pet food or treats, personalised or custom-made products, clearance and final-sale items, gift cards, and products damaged by misuse or showing signs of use by a pet.
Payment
19. What payment methods do you accept? Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Amazon Pay, Shop Pay, Apple Pay and Google Pay. Available options may vary by device and browser.
20. Is my payment information secure? Yes. All transactions are processed through Shopify Payments and our trusted payment providers over SSL-encrypted, PCI-DSS Level 1 certified connections. PetiClub never sees or stores your full card details.
21. What currency are prices shown in? All prices are in United States Dollars (USD).
22. Are there any hidden fees? No. The price shown at checkout is the final amount you pay. There are no handling charges or surprise costs after purchase. Applicable sales tax is calculated and displayed at checkout where required by law.
General
23. Do I need an account to place an order? No, you can check out as a guest. Creating an account simply makes reordering and viewing your order history easier.
24. Are your products safe for pets? We select products for quality and pet safety, and provide full materials and specifications on every product page. As with any pet product, we recommend supervising your pet during first use and following the instructions supplied.
25. How can I contact you?
- Email: support@peticlub.com
- Phone: +1 (408) 915-6721
- Hours: Monday – Friday, 9:00 AM – 5:00 PM Pacific Time
We respond to all enquiries within 1–2 business days.
26. Where is PetiClub located? PetiClub, 525 Almanor Ave, Sunnyvale, CA 94085, United States.