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 via email at customerservice@petshopstreet.com.

SHIPPING

What is the status of my order?

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. If you order multiple products we may ship each product separately if it's coming from different warehouses.
Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package.
Delivered: Your order has arrived! Orders are delivered before 8PM.
Due to shipping delays as a result of the pandemic current delivery times are running longer than our usual fast and reliable shipping.

Who will be delivering my order?

We ship via FedEx and other premium carriers to provide you with the fastest and most reliable service available.

Do I need to be there to sign for it?

Nope! If you're not home, the driver will leave your package at the door or with your doorman.

Who will be delivering my order?

We ship via USPS and other premium carriers to provide you with the fastest and most reliable service available.

Do you ship to P.O. boxes, APO/FPO addresses, or international addresses?

No – at this time we are unable to ship to P.O boxes, APO/FPO addresses, and international addresses. We currently only ship within the contiguous US.

Do I need to be there to sign for it?

Nope! If you're not home, the driver will leave your package at the door or with your doorman.

What happens if my package gets lost?

All items purchased from Petshopstreet.com are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.


PAYMENTS

When will my payment method be charged?

Your payment method will be charged automatically on the date the order is shipped. As soon as you place your order, you may see a pending charge for the total amount of the order. The pending charge will disappear 24 to 48 hours after your order ships. There's no need to call or update anything online.

Why is my credit card not working?

If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card.

What information do I need to check out?

Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, Apple Pay, Diners Club, JCB, PayPal, Shop Pay, and Venmo.


RETURNS

What is your Return Policy

If any items you purchased fail to meet your expectation, including defective, damaged, not as described, you can return them for a refund. Please attach the photo(s) of the defective or damaged item(s) to you received to the email which you contact with our service team in order to make a return. In this way, we can improve our service quality and fulfill your request as as soon as possible.

To be eligible for returns, please confirm that:

  • Items to be returned remain unused, undamaged, and in original packaging with original label
  • You will pay for return shipping. For quality related returns, return shipping cost is refundable. Items not meeting the above criteria will be considered ineligible for a return.

Customers have 30 days from the date of receipt to return the item. You can request a return by contacting us at returns@petshopstreet.com. After receiving the returned item, Petshopstreet.com has to issue a refund back to the customer's account.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-5 days.

LATE OR MISSING REFUNDS

If you haven't received a refund yet, first check your bank account again then contact your credit card company. It may take some time before your refund is officially posted.

SALE ITEMS

Only regular priced items may be refunded. Unfortunately, SALE items cannot be refunded.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at returns@petshopstreet.com.

SHIPPING

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

What is the status of my refund?

Depending on your banking institution, your refund will be credited back to your original payment method(s) in 3 to 5 business days.

 

SUPPORT

How do I contact customer service?

At this time you can only reach customer service via email at customerservice@petshopstreet.com. We'll get right back to you with a response as soon as we can.

How can I find out when an item is back in stock?

When an item is out of stock, you can sign up to be notified when it’s available again. Go to the item page, enter your email address, and Click “Notify Me” to sign up.

You can sign up for notifications for as many items as you’d like. We’ll send one email notification for each item that’s back in stock. Signing up for notifications doesn’t reserve or guarantee item availability.

What's your Privacy Policy?

Your privacy is very important to us. Read our Privacy Policy for more details.