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.
Do you offer free shipping?
Yes! We offer free standard shipping on all orders within the United States.
Where do you ship?
We currently ship exclusively to addresses within the United States. We do not offer international shipping at this time.
Do you provide tracking information?
When tracking is available, tracking details will be sent to the email address used at checkout after the order has shipped.
What if my package is lost or missing?
If your tracking shows "delivered" but you haven't received your package, or if your shipment appears lost, please contact us at support@PetiClub.com within 30 days of the estimated delivery date. We'll investigate with the carrier and keep you updated.
Where can I contact PetiClub customer support?
You can contact us by email at support@PetiClub.com or by phone at +1 (408) 915-6721
What is the order cut-off time?
Our order cut-off time is 5:00 PM Pacific Standard Time (Los Angeles) Monday through Friday. Orders placed after the cut-off time may be processed on the next business day.
How long does delivery take?
Our handling time is 1–2 business days, and standard transit time is usually 5–6 business days. Total estimated delivery time is 6–8 business days.
What payment methods do you accept?
We accept American Express, Apple Pay, Diners Club, Discover, Elo, Google Pay, JCB, Mastercard, PayPal, Shop Pay, Venmo, and Visa.
Is checkout secure?
Yes. Payments are processed through secure payment providers. PetiClub does not store your full credit card or debit card details on our website.
Can I return an item?
Yes. Customers may request a return within 30 days after receiving the order. Items must be unused, undamaged, and in returnable condition.
How do I request a return?
Please email support@PetiClub.com with your order number, the email address used at checkout, and the reason for your return request.
What currency are prices in?
All prices on our website are displayed in United States Dollars (USD).
How long does a refund take?
After your return is received and approved, refunds are issued to the original payment method. Please allow 7 business days for the refund to appear, depending on your bank or payment provider.
Can I cancel my order?
If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellation if the order has already been processed, packed, or shipped.
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 (Los Angeles)
We aim to respond to all inquiries within 1–2 business days.
Where is PetiClub located?
PetiClub, 525 Almanor Ave, Sunnyvale, CA 94085, United States.