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Frequently Asked Questions
Here are a few of the questions we get the most. If you don't see what's on your mind, reach out to us anytime on phone, chat, or email.
Shipping & Handling
What is the status of my order?
To check the status of your order, go to Account > Orders History. Here’s what you will see:
Preparing for Shipment: This means we’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information.
Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will see a link to track your package.
Delivered: Your order has arrived! Orders are delivered before 8 to 10 PM.
How do I cancel my order?
Once your order has been submitted successfully, you can only cancel your order within 24 hours. Please email email@example.com to cancel your order. After 24 hours, the order has entered the shipping process, and no further change can be made.
How long does it take to deliver my order?
7-10 Business Days
3-5 Business Days
How much is the shipping?
We offer FREE standard shipping (the Continental United States only) for orders $300 and over (excluding taxes).
Order under $300, the shipping rate will calculate by the carrier.
Do you ship internationally?
Currently, our web store only ships to the USA and Canada. For international order, please contact us via firstname.lastname@example.org. We accept international orders through email.
Please note, we do not accept returns on international orders and shipments.
Return and Refund
How do I request a return or replacement?
Returns: Our policy lasts 90 days. If 90 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
There are certain situations where only partial refunds are granted. Any item not in its original condition is damaged or missing parts for reasons not due to our error.
To be eligible for a return: Your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Exchange: We will replace items if they are defective or damaged. If you need to exchange it for the purchase, send us an email at email@example.com.
Where to ship my return package?
To return your product, you should contact our customer service: firstname.lastname@example.org, the return label will generate to you. You will be responsible for paying for your shipping costs for returning your item.
What is the status of my refund?
Upon received of the return package , your refund will be credited back to your original payment method(s) in 5 business days. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and issue the refund.
Accounts & Payments
How do I make a purchase?
To place an order, you will need to create an account with us. See create a new account. After login to your account, you will be able to browse the item detail, compare the price and place the order.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover and PayPal. We also accept DWI Gift Cards.
What information do you need for me to apply for a payment term?
The default term is prepaid. To be eligible for N30 terms, please help fill out the required information here
It will take up to 7 business days for our system to determine the approval of terms.
Do you charge sales tax?
There is no sales tax charge unless the order is being shipped to California (CA) or Ohio (OH).