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FAQ

MANUFACTURER DIRECT BENEFITS:

What are the benefits of buying manufacturer direct?

We stand by our products and our ultimate goal is to ensure every customer is a satisfied customer. We offer a 1-Year Warranty on all purchases as long as the product being returned is free of any manufacturer defects. We also offer Free Returns and will submit to you a return label and we will cover your affiliated return shipping costs. We also offer free domestic shipping in the United States on all orders period!

 

What is the benefit of joining your mailing list?

We offer periodic offers to our exclusive members such as Free Shipping options with no minimums, exclusive various coupon codes, exclusive deals and on-site promotions. Subscribers will also be alerted once our newest collections are released and allow pre-orders on new releases as they become available.

 

CUSTOMER SERVICE INQUIRIES:

How do I contact customer service?

At the moment we presently offer customer service through email support at Support@petlife.com. We respond to any and all inquiries within 24 Hours and we'll get right back to you with a response. You may also contact us on our ‘Contact Us’ Customer Support page or by contacting phone support at (800) 506-8505 Monday - Thursday 5:00 PM EST - 9:00 EST and on Friday between 9:00 AM EST - 2:00 PM EST.

 

What are your customer service hours?

Our customer Service Hours are Monday – Friday from 9:00 AM – 5:00 PM Eastern Standard Time.

 

Do you charge sales tax?

We presently do not charge sales tax in any U.S. state at the moment.

 

Do you work with shelters and other pet-related organizations?

We have programs for non-profit organizations and shelters that help support animal welfare. Please visit our corporate site and reach out to our press department, or send us an email to press@petlife.com.

 

PRIVACY POLICY:

What's your Privacy Policy?

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

 

SHIPPING:

How much is shipping?

All Domestic orders over $49.99 ship free! All other orders are automatically calculated by USPS and UPS for expedited delivery service options of your choosing at checkout. All International Orders are by Calculated Shipping by USPS or UPS.  

 

How long does it take to get my order?

Orders placed by 2:30 PM (Eastern Standard Time) will ship the same day. Once your order is placed, you’ll receive an email with your order confirmation and a follow up email with your shipping information including your tracking number/s. Shipping transit time depends on the carrier and / or expedited delivery options selected at checkout.

 

How do I track my order?

We'll send you emails to update you on the progress of your order, or you can check its progress in the Orders section of your account. You can also reach out to support@petlife.com with your order number and a representative will be happy to provide you your tracking information.

 

Who will be delivering my order?

We presently ship out all orders via USPS (United States Postal Service) and UPS.

 

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

We presently do not ship to any P.O boxes, APO/FPO addresses. We do however ship to any and all international addresses.

 

What happens if my package gets lost?

All items purchased from Pet Life 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. We will however do our best to help you locate or track your package.

 

How do I make a purchase?

Simply click on any item listed on our website and select “Add to Cart” once selected you may purchase any additional items or select "Checkout" button that is located in your cart! You can also view the ‘Cart’ icon located at the far right corner of the page.

 

What information do I need to check out?

Our checkout process is extremely easy, fast, user-friendly and secure. Simply enter your shipping address and payment method, then place your order!

 

What forms of payment do you accept?

We accept numerous forms of payments that include Visa, MasterCard, American Express, and Discover. We also accept PayPal as a form of payment.

 

RETURNS:

What's your Return Policy?

If your item has any manufacturer defects and the item received is not as described or incorrect and you’re not completely satisfied with the product you received due to such issue, you can return them. We will pay for your return shipping hassle free and issue you a return label. For any Non-Manufacturer defects such as general wear and tear we do not cover however we will gladly issue you an exchange or a refund on a case-by-case basis. 

Pet Life can only issue a refund or an exchange once the item returned is received at our returned at our fulfillment center. At our discretion, a refund may be issued without requiring a return. In this situation, Pet Life does not take title to the refunded item.

 

What do I do if I need to return something?

Simply email us at support@petlife.com and supply us with your order number and date of purchase and reason for your return. We will respond right back to you within 24 Hours.