FAQ's


Shipping 

 

What is the status of my order? 

We will prepare for your shipment and will email you prior that we have received your order and currently working on fulfilment.

Once we have fulfilled your order we will send you an email with the tracking number.

our order has been delivered to your door! 

 

How do I cancel my order? 

If you need help canceling your order, please contact us with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund. 

 

How long does it take to get my order? 

Most customers can expect to receive their supplies within 5 to 20 days. Orders that require prescription approval or personalisation may take longer to ship.

 

How much is shipping? 

We are offering FREE Shipping on all our orders! 

 

Who will be shipping my order?

We ship via our trustworthy carriers.

 

Do I need to be there to sign it? 

Nope! If you are not at home, the driver will leave the package at the doormat. 

 

What happens if my package gets lost? 

All items purchased from Petquiry.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 

 

How do I make a purchase?

To place an order, 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”. 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. 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 orderThe 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? 

When you place an order, you will see a pending charge on your payment method for the total cost of your order. The pending charge will disappear within 24 to 48 business hours after your order ships.

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 pending charge for the grand total of your order
  • Separate, final charges for each shipped box

Rest assured, you will only be charged for shipped items.

 

Why is my credit/debit card not working?

If you’re having trouble with your credit/debit card, make sure the billing address matches the address on file with your credit/debit card and/or bank. Enter the name and credit/debit 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 for checkout?

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

 

What forms of payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover and PayPal.

 

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.”

 

Refunds 

 

How do I request a refund?

Our refund policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can notify us within 10 days of purchase. If you would like to request a refund, please contact us with your order number.

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?

You can reach one of our devoted customer service reps toll-free at 310-666-3540 anytime, day or night – we're available 24/7. You can also chat or email customerservice@petquiry.com, 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 if an item is back in stock?

You can sign up for our emails and we will send you updates on newly stocked items. 

 

Do you charge sales tax?

Nope! Sales tax FREE, shop away! 

 

Whats your privacy policy?

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