FAQ

Help with Ordering

After you have placed an order, there is a very limited time in which you can cancel or modify it. Please call Cupid Paw customer service at 1 (xxx) xxx-xxxx for assistance.

To use a Promotion Code, enter the Promotion Code into the “Promotion Code” field in the Cart or at Checkout.

  • Identify the Promotion Code. It is a string of letters and numbers that appears in your email, advertisement, local ad, etc. (e.g., “circ2”)
  • Enter the Promotion Code in the box provided in your Cart or in the payment page at Checkout.
  • Your discount will be automatically applied to your order when you meet stated Promotion Code requirements.

Help with Returns

Please note that shipping charges are non-refundable. However, should you need assistance, please contact Customer Service.

Petco.com orders can also be returned by mail within 30 days to one of our warehouse/fulfillment centers. A refund for the item will be issued once it has been received.

Return to below, or the noted Return Address on your Packing Slip:

Petco.com
257 Prospect Plains Road, Ste. B
Cranbury, NJ 08512

At our discretion, a refund may be issued without requiring a return of the product. In these situations, please note that we do not take ownership of the refunded item.

Refunds for orders placed online using your PayPal account and returned to a petco.com warehouse will be applied back to your PayPal account.

Prescription food products cannot be returned to a Petco or Unleashed by Petco store. They must be returned to the Petco.com distribution center shown below. Please include the original packing slip.

Petco.com Returns
257 Prospect Plains Road, Ste. B
Cranbury, NJ 08512

A refund for the returned item will be issued once it has been received.

Refunds for orders placed online using your PayPal account will be applied back to your PayPal account.

Help with Shipping

Shipping costs are determined by the total weight of the order and by the shipping method selected. Your total shipping charges will be displayed on the Checkout page, prior to submitting your order.

Estimated shipping charges will be displayed in your Shopping Cart after you have signed in to your registered online account. Final shipping charges will be displayed during Checkout, once a shipping address has been entered and a shipping method has been selected. For all other customers, the Shipping cost will be displayed in Checkout once the Shipping Address is entered and the Shipping Method selected. Shipping to Alaska, Hawaii, Puerto Rico, the Virgin Islands or P.O. Boxes will result in a surcharge. This is based on your default shipping address.

Continental United States

Standard (2 – 5 business days)
2nd Day (2 business days)
Next Day (1 business day)
Continental United States – P.O. Boxes, Alaska/Hawaii

USPS Priority Mail (3 – 6 business days)
APO/FPO, U.S. Territories*

USPS Priority Mail (7 – 13 business days)
Please note that selected items may not be shippable by USPS due to weight, size and dimension.
*Use your USPS shipment tracking number to confirm the delivery date of your package by visiting the USPS web site. Please note that USPS does not track the progress of your shipment, just delivery confirmation. Sorry, we do not ship to addresses within the U.S. Virgin Islands.

Free Standard Shipping automatically applies to your qualifying minimum online purchase subtotal of $35. No promotion code necessary. Subtotal refers to amount of order before taxes and shipping. All Free Shipping is based on Standard Shipping rates. P.O. Boxes, Alaska/Hawaii are based on USPS Priority Mail.

Free Shipping Exclusions: Ice melter, wild bird food, live fish & rock, aquatic gravel and accents; crickets, live food and frozen food; out-of-stock items, Donations, Petco or Unleashed by Petco Gift Cards and eGift Cards; items shipped through white glove delivery or LTL delivery; orders exceeding the maximum weight limit of 300 lbs.; and applicable taxes. Additional exclusions may apply and will be noted on the Product Detail page and/or Shopping Cart.

Wild bird food, live & frozen food and oversized items may incur an additional per-item shipping & handling fee or surcharge. Additional fees may apply and will be noted on the Product Detail page and/or Shopping Cart.

Shipping to Alaska, Hawaii, Puerto Rico, the Virgin Islands or P.O. Boxes will result in a surcharge. This is based on your default shipping address.

If your order cannot be immediately fulfilled in its entirety, we will ship the items we have in stock and the remaining items will be CANCELED from your order. You may reorder once they become available again.

Help with Payments & Fees

We gladly accept the following forms of payment:

  • Credit Cards including Visa, MasterCard, American Express, Discover
  • Klarna
  • PayPal
  • Petco and Unleashed by Petco Gift Cards and eGift Cards
  • Vital Care Rewards, in $5 increments

By law, we must collect applicable sales tax for orders shipping to states where we have retail stores. Shipping fees may also be subject to tax in certain states. The sales tax for an order will be displayed in the Order Summary once the shipping address has been entered. Sales tax does not apply to purchases of Donations, Gift Cards and eGift Cards. Sales tax on purchases subject to promotions may vary by item and by state, depending on (i) the specific state law applicable to the transaction, (ii) if a promotion is funded by Petco or its supplier, and (iii) the terms of Petco’s agreements with its suppliers.

For those who qualify for a tax exemption, please submit your request for exemption by faxing your tax certificate, resale certificate, or other required documentation to (858) 784-3489. On a cover sheet, be sure to include your order number. A Tax Specialist will review your certificate once it has been received. We will notify you by email within five (5) business days if your request has been approved.

Your order will initially be taxed. Once we’ve received your request and it has been approved, we will process a refund back to the original form of payment for the applicable amount. An automated email will be sent as confirmation that the refund has been processed. You may also log in to your account to view the adjustment on the Order Details page. Please allow up to 10 business days for the refund to appear on your banking statement.

Help with Repeat Delivery

You can edit your Repeat Delivery subscription at any time. Simply sign in to your online account and click on the Repeat Delivery link to update your shipping address, payment method, quantities, delivery frequency, next ship date or delete your subscription.

You can pause your Repeat Delivery subscription at any time. Simply sign in to your account and click on the Repeat Delivery link to access the ability to pause your delivery schedule. Return to the Repeat Delivery page when you’re ready to resume your delivery.

Since Repeat Delivery Subscribers enjoy our lowest online everyday prices on food and great limited-time offers on supplies, most Petco promotional offers do not apply to Repeat Delivery orders. Please read each promotion’s Terms and Conditions to see if the offer can be applied to your Repeat Delivery.