Frequently Asked Questions (FAQ)

Last Updated: July 2026

Welcome to the PetiClub Help Center. Below are answers to the questions our customers ask most often. If you don't find what you're looking for, our Customer Support Team is always happy to assist you.

1. Where do you ship?

PetiClub currently ships to addresses within the United States only.

At this time, we do not offer international shipping.

2. How much does shipping cost?

We offer Flat Rate Shipping on all orders within the United States.

Shipping Fee: $4.99 per order

The shipping cost will be displayed during checkout before you complete your purchase.

3. How long does shipping take?

Our estimated delivery schedule is:

Order Processing: 1–2 Business Days
Shipping Time: 3–5 Business Days

Estimated Total Delivery: 4–7 Business Days

Please note that delivery times are estimates and may vary due to weather, holidays, or carrier delays.

4. How can I track my order?

Once your order has been shipped, you'll receive a confirmation email containing:

Your Tracking Number
Shipping Carrier
Tracking Link

Please allow 24–48 hours for tracking information to become active.

5. Can I cancel my order?

Yes.

Orders can be canceled before they have been processed or shipped.

If your order has already been dispatched, you may return eligible items within 30 days of delivery according to our Return & Refund Policy.

6. Can I change my order after placing it?

If your order has not yet entered processing, we may be able to update:

Shipping Address
Product
Quantity
Color
Size

Please contact us as soon as possible after placing your order.

7. What payment methods do you accept?

We accept secure payments through trusted payment providers, including:

Visa
Mastercard
American Express
Discover
PayPal
Shop Pay
Apple Pay
Google Pay

Available payment methods may vary depending on your location.

8. Is my payment information secure?

Absolutely.

All payments are processed through secure, encrypted payment gateways.

PetiClub never stores your complete credit or debit card information.

9. What is your return policy?

We accept eligible returns within 30 days of the delivery date.

Returned products must:

Be unused
Be in their original condition
Include original packaging and accessories

Please see our Return & Refund Policy for complete details.

10. When will I receive my refund?

After we receive and inspect your returned item, approved refunds are processed within 7 business days.

Your bank or payment provider may take additional time before the refund appears in your account.

11. What should I do if my order arrives damaged or incorrect?

Please contact us within 48 hours of delivery.

Email us at support@peticlub.com and include:

Your Order Number
Photos of the product
Photos of the packaging
A brief explanation of the issue

We'll investigate the issue and provide an appropriate solution, including a replacement or refund when applicable.

12. What if my package is delayed?

Although most orders arrive on time, delays may occasionally occur due to:

Weather conditions
Carrier delays
High shipping demand
Public holidays
Other unforeseen circumstances

If your order is significantly delayed, please contact our support team.

13. My tracking number isn't working. What should I do?

Tracking information may take 24–48 hours to update after shipment.

If your tracking hasn't updated after this period, please contact us and we'll be happy to assist.

14. Do you offer exchanges?

At this time, we do not offer direct exchanges.

If you'd like a different item, simply return the eligible product and place a new order.

15. What happens if I entered the wrong shipping address?

If your order has not yet been shipped, we may be able to update your address.

Please contact us immediately after placing your order.

Once an order has been shipped, we may no longer be able to make changes.

16. Do I need an account to place an order?

No.

You may place an order as a guest.

Creating an account allows you to view your order history and enjoy a faster checkout experience in the future.

17. Will I receive an order confirmation?

Yes.

After placing your order, you'll receive a confirmation email containing your:

Order Number
Order Summary
Billing Information
Shipping Details

If you don't receive the email, please check your Spam or Junk folder.

18. Do you sell safe products for pets?

Yes.

We carefully select products designed to provide comfort, convenience, and enjoyment for pets.

We recommend supervising your pet during use and following any instructions provided with the product.

19. How can I contact PetiClub?

We're always happy to help.

Customer Support

📧 Email: support@peticlub.com

📞 Phone: +1 (408) 915-6721

🕒 Customer Service Hours

Monday – Friday: 9:00 AM – 5:00 PM EST

We aim to respond to all customer inquiries within 24–48 business hours.

20. Where is PetiClub located?

PetiClub

525 Almanor Ave, 4th Floor

Sunnyvale, CA 94085

United States

Still Need Help?

If you have additional questions, our Customer Support Team is always ready to assist you.

PetiClub

🌐 Website: https://peticlub.com

📧 Email: support@peticlub.com

📞 Phone: +1 (408) 915-6721

🕒 Business Hours:

Monday – Friday: 9:00 AM – 5:00 PM EST

📍 Address: 525 Almanor Ave, 4th Floor
Sunnyvale, CA 94085
United States