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.
Payments
How do I make a purchase?
To place an order, make sure you are logged in to your Petty Pets account or create a new account.
Next, search for the items you would like to order. Use the search bar at the top of the page to search for products. Or, click “Shop by Pet” to browse different categories. Click on a product to see more details. To add the product to your cart, click on the orange button that says “Add to Cart.”
After you add something to your cart, you can keep shopping or check out. To check out, click on the orange button that says “Proceed to Checkout.” While you’re shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout.
On the checkout page, add or select your shipping address. At this time, we only ship within the contiguous U.S. Next, add your select your payment method. Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you’re ready, click the orange button that says “Place Order.” We’ll send you an email confirming your order.
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 are there multiple charges on my card for a single order?
When you place an order, Petty Pets contacts the bank that issued your card to confirm your account and reserve funds for your purchase. You’ll see a pending charge, also called an authorization charge, in your bank or credit card account. We only charge your payment method when your items ship.
Your bank will reserve the funds in your account until your items ship or the authorization expires. Depending on your bank’s policy, you may see an authorization charge even for a canceled order. If your items don’t ship, the authorization charge will expire. Some banks may take up to 30 days to remove authorization charges from your account.
We charge your payment method as your items ship. If your items have shipped in more than one box, you may see multiple charges on your payment method:
- One authorization charge for the grand total of your order
- Separate, final charges for each shipped box
Rest assured, you’ll only be charged for shipped items.
How do I add a payment method?
To pay with PayPal, click “Add Your PayPal Account” and you’ll be asked to sign in to your PayPal account. After you sign in, you’ll be taken back.
To pay with Apple Pay, visit Wallet & Apple Pay in the settings on your iPhone, iPad or Mac and follow the instructions to set up Apple Pay. After Apple Pay is set up on your device, it will be available as a payment method at Checkout.
To pay with a Petty Pets Gift Card, go to Gift Cards, select “Add a Gift Card,” and enter your Gift Card number and PIN.
You can also add or change any of the payment methods we accept at Checkout.
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 and PayPal. We also accept Petty Pets Gift Cards.
Shipping
What are the benefits of feeding my cat dry food?
- Cat Dry Food is convenient and helps maintain dental health by reducing plaque and tartar buildup.
How often should I feed my cat wet food?
- It’s recommended to feed your cat wet food as a supplement to their diet, typically once or twice a day.
How long does it take to get my order?
Most customers can expect to receive their food and supplies within 1 to 3 days. Orders that require prescription approval or personalization may take longer to ship.
How much is shipping?
Orders over $49 ship free! All other orders ship for a flat rate of $4.95.
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, inside your mailbox, or with your doorman.
Do you ship to P.O. boxes or APO/FPO addresses?
No – we are unable to ship to P.O boxes or APO/FPO addresses.
Do you ship internationally?
Yes — customers can place orders on Petty Pets , which currently ships to the contiguous US, or on Petty Pets/ca, which currently ships to Southern Ontario, including Toronto, Hamilton, Niagara, Ottawa, Sudbury, and North Bay areas (postal codes starting with L,M,N, and K).
What happens if my package gets lost?
All items purchased from Petty Pets 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.
How do you ship fresh, refrigerated or frozen items?
We ship fresh, refrigerated and frozen items separately from other items in your order for the fastest delivery. We use insulated packaging and dry ice to keep items cold or frozen during shipping. The dry ice may be gone when your package arrives, but your items should still feel cold or frozen to the touch.
Returns
How do I request a return or replacement?
Our return policy is simple and worry-free: If you’re not 100% unconditionally satisfied with your pet supplies, you can return them within 365 days of purchase. If you would like to request a return or replacement, please send us a message with your order number.
We do not accept returns or exchanges on prescription medications. However, if the medication you received is incorrect or damaged, we will gladly exchange it for you or provide a refund on a case-by-case basis.
Petty Pets does not take title to returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return. In this situation, Petty Pets does not take title to the refunded item.
What is the status of my refund?
Refunds may be issued either to your original payment method or issued to your Petty Pets Gift Card balance via a Petty Pets eGift Card. Depending on your banking institution, refunds to original payment methods may take 3 to 5 business days to process. Refunds to your Petty Pets Gift Card balance via a Petty Pets eGift Card may take 15 to 20 minutes to process. Refunds to Petty Pets Gift Card balance are subject to the Petty Pets Gift Cards Terms & Conditions.
Promotions
I received a promotion code. How do I apply it?
Applying a promotion code is simple! At Checkout, simply type the code into the box that says “Promo Code.” Then, click the button that says “Apply.” All promotion codes can only be used once. Check Petty Pets terms and conditions found on the email or mailer you received.
Do you accept manufacturer coupons?
Yes, we accept manufacturer coupons. Please place your order and mail your coupon to:
Attn: Petty Pets Coupons 3251 Hollywood Blvd., Ste. 401 Hollywood, FL 33021
Include the original coupon, your email address, and your recent order number so our customer service team can process the coupon for you. We cannot accept expired, copied, scanned, emailed, competitor, or rebate coupons.
Do you offer senior citizen or military discounts?
At this time, we do not offer any additional discounts for veterans or senior citizens. If you’re looking for additional savings, check out Today’s Deals.
What do strikethrough prices mean?
You may see strikethrough prices like this while shopping for your pet:
Was Price: $14.99
List Price: $14.99
Was Price: This price is determined by the recent price history of an item sold by Petty Pets . The Was Price is a price that was offered for at least 30 of the past 90 days
List Price: This is the suggested retail price of an item from a manufacturer, supplier, veterinarian, or other retailer. It’s not necessarily a price that was available from Petty Pets or other retailers.
Support
How do I contact customer service?
In the US, you can reach one of our devoted customer service reps toll-free at 561-922-9253 anytime, day or night – we’re available 24/7. You can also chat or email support@evreting.store and we’ll get right back to you with a response.
What are your customer service hours?
We’re available all day every day, 24/7, 365 days a year.
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.
How do I sign in using Google or Apple with my existing Petty Pets account?
If the email address with your existing account matches the email address on your social login account, you can just click one of the “Continue With Google” or “Continue With Apple” buttons on the Petty Pets Sign In page and then enter your Petty Pets password when prompted. If the email address with your existing Petty Pets account doesn’t match the email address on your social login account, you’ll need change to the email address on your Petty Pets account. To do this, sign in using your existing Petty Pets account and navigate to the Settings page under Account. Select Email and enter the email address used by your social login account.
Do you charge sales tax?
We charge sales tax for items shipped to the following states: AL, AR, AZ, CA, CO, CT, DC, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, NC, ND, NE, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, and WY.
hewy, Inc. and its eligible affiliates will collect the simplified sellers use tax (SSUT) of 8% for Alabama customers and the tax will be remitted on the customer’s behalf to the Alabama Department of Revenue.
- Petty Pets, Inc: SSU-R010020012
- Petty Pets Pharmacy KY, LLC: SSU-R010115597
Do you work with shelters, rescues, and other pet-related organizations?
Our Petty Pets Gives Back Program was founded in 2012 to provide support for shelters, rescues, and other qualified animal-centric non-profit organizations across the United States.
For non-profit animal welfare organizations, learn more about our network benefits and how to join.
For Petty Pets customers and supporters, learn more about our efforts and join us in giving back through Wish List.
What's your Privacy Policy?
Your privacy is very important to us. Read our Privacy Policy for more details.