FAQ

FREQUENTLY ASKED QUESTIONS:

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 eligible 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!

Why should I subscribe or join 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 Support?

You may also contact us on our Contact Us Customer Support page or by contacting phone support at (866) 738-5433 Monday - Thursday 5:00 PM EST - 9:00 EST and on Friday between 9:00 AM EST - 2:00 PM EST. We also offer Email support on our Contact Us page for a response within 24 Hours.

If your Inquiry is regarding a Return or Exchange, simply visit the Returns and Exchange Portal.

How do I Return or Exchange an Item?

Returns and Exchange are completely automated, simply visit the Returns and Exchange Portal and input your Order Number with your Email, Zip or Phone Number, right away your order will pull up. From there you'll simply need to choose from any Exchange or Return options. Once selected, your Shipping Label will be made readily available for printing to affix to any box or package.

Refunds are automatically processed within 24 Hours and Exchanges ship within 24 Hours of receiving your Return.

Are Returns Free?

Return Shipping for Return Eligible items Free. Please note: we do not accept returns on Food, Treats or any Consumables including any liquid products at this moment. Return Eligible items are those purchased Brand Direct: Any items with the Brands listed below are eligible.

PET LIFE
TOUCHDOG
DOG HELIOS
PETKIT
VITAWAG

Do you charge Sales Tax?

We presently charge sales tax in any U.S. state at the moment.

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

Giving back is what moves us forward! We have programs for non-profit organizations and shelters that help support animal welfare. We donate products to shelters to better provide for underprivileged Cats and Dogs living in such conditions since every pet always deserves what some more fortunate pet owners are able to provide! For any such related inquiries please reach out to our Press and Marketing department by visiting our Contact Us page and select 'Press or Marketing Inquiries' under 'Reason for Contact'. You may also reach us at press@petlife.com.

SHIPPING:

How much is shipping?

All Domestic orders over $49.99 ship free! All other orders are automatically calculated by USPS, Fedex 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?

For orders placed on the following brands, orders are processed and shipped within 2 business days:

PET LIFE
TOUCHDOG
DOG HELIOS
PETKIT
VITAWAG

Orders that include other brands than those listed above ship out between 3 to 8 Business Days.

We get it, while our lead times might be longer, our prices are usually the best and most competitive out there. We do this to pass the savings onto our shoppers.

We do our best to provide our Shoppers the most Competitive Prices on the Best Food Brands out there and that requires a tad more lead time - that is why we make sure to provide our customers a Free-Gift-of-the-month every time they spend over $50.

National Holidays may result in an additional 1-2 day delay on any shipment. Shipping transit time depends on the carrier and / or expedited delivery options selected at checkout.

How will I know when my order ships out?

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 us by visiting our 'Contact Us' page and selecting 'Shipping or Tracking' under 'Reason for Contact'. Please make sure to supply us with your order number.

What shipping servicing options are available?

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

Do you ship to P.O. Boxes, APO/FPO addresses?

We presently do not ship to any P.O boxes, APO/FPO 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 at checkout?

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?

We provided automatic 1-Year Return Warranties from date of receiving your items and only on any Return Eligible products. Products that are Return Eligible are Non-Food and Non-Liquid Items. We will pay for your Return Shipping Hassle-Free and issue you a Return Label. The process is automated by visiting our Returns and Exchange Portal.

However we do not presently accept Returns for any Consumable or Liquid products (Example: Shampoos, Sprays, Food and Treats).

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. For any Non-Manufacturer defects such as general wear and tear we typically do not cover however we will gladly issue you an exchange or a refund on a case-by-case basis.

What do I do if I need to Return or Exchange something?

Returns are now made Automated and Simple! All you need to do is visit our Returns and Exchange Portal. Simply follow the steps and Print out your label. If your item is Return Eligible it'll allow such items to be returned. Following your completion a Shipping Label is automatically emailed to you. Once item is received it takes about 24 Hours for your Refund or Exchange to ship.

PRIVACY POLICY:

Where may I locate your Privacy Policy?

Learn about how we keep your information private, we do not share for any purpose or gain any personal information. Your information will always remain confidential.

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