PETS CARE USA | Website: petscareusa.com | Effective Date: July 14, 2026 | Last Updated: July 14, 2026
This Shipping and Returns Policy ("Policy") governs all matters related to the fulfillment, delivery, return, and refund of Products purchased through petscareusa.com. This Policy is incorporated into and forms part of our Terms of Service. Capitalized terms used herein but not defined have the meanings given in the Terms of Service.
PART I – SHIPPING POLICY
1.1 Supplier Fulfillment Model
PETS CARE USA does not maintain physical inventory, operate warehouses, or ship Products directly. All Products listed on the Website are stored, packaged, and shipped directly by independent third-party Suppliers. By placing an Order, you acknowledge that your shipment will originate from a Supplier's facility and not from PETS CARE USA.
1.2 Order Processing Times
Order processing times are determined by the applicable Supplier and generally range from one (1) to five (5) business days from the date of order confirmation, excluding weekends and public holidays. Processing times may be extended during peak seasons, promotional events, or periods of high demand. PETS CARE USA has no control over and makes no guarantees regarding Supplier processing times.
1.3 Estimated Delivery Timeframes
Estimated delivery timeframes for domestic U.S. shipments generally range from three (3) to fifteen (15) business days following Supplier processing, depending on the Supplier's location, the selected shipping method, and the Customer's delivery address. All delivery estimates are approximate and are not guaranteed. PETS CARE USA shall not be held responsible for delivery delays.
1.4 Shipping Methods and Carriers
Shipping carriers and methods are selected by the applicable Supplier. Common carriers include USPS, UPS, FedEx, DHL, and regional courier services. PETS CARE USA does not control carrier selection and is not responsible for carrier-imposed delays, route changes, or service disruptions.
1.5 Split Shipments
If your Order includes Products from multiple Suppliers, your Order may be shipped in separate packages from different warehouse locations. Individual packages may arrive at different times. You will receive tracking information for each shipment separately.
1.6 Tracking Information
Tracking numbers are provided by Suppliers and transmitted to Customers via email when shipments are dispatched. Tracking information may not be immediately active in the carrier's system upon initial notification. PETS CARE USA provides tracking information on a best-efforts basis and is not responsible for inaccuracies in carrier tracking data.
1.7 Domestic Shipping Coverage
PETS CARE USA currently accepts orders for delivery to addresses within the contiguous United States. Availability of shipping to Alaska, Hawaii, U.S. territories (including Puerto Rico, Guam, and the U.S. Virgin Islands), APO, FPO, and DPO addresses depends on Supplier capabilities and is not universally guaranteed.
1.8 Customer Address Responsibility
Customers are solely responsible for providing a complete, accurate, and deliverable shipping address at checkout. PETS CARE USA and Suppliers are not liable for failed deliveries, returned packages, or additional shipping costs resulting from an incorrect or incomplete address provided by the Customer.
1.9 Shipping Delays
Shipping delays may occur due to Supplier processing delays, carrier disruptions, weather events, natural disasters, holidays, customs delays, labor strikes, regulatory holds, pandemic-related disruptions, or other circumstances beyond the control of PETS CARE USA or its Suppliers. PETS CARE USA shall not be liable for any loss, cost, damage, or inconvenience arising from shipping delays.
1.10 Carrier Liability
Once a Supplier delivers a package to the designated carrier, responsibility for the shipment transfers to the carrier. PETS CARE USA is not responsible for packages lost, damaged, or delayed while in carrier custody. Claims for carrier-caused damage or loss must be filed directly with the applicable shipping carrier.
1.11 Lost Packages
If your tracking information indicates that a package has been delivered but you have not received it, you must: (a) wait twenty-four (24) to forty-eight (48) hours, as carriers sometimes mark packages as delivered before physical delivery; (b) check all accessible delivery locations including porches, mailrooms, and neighbors; (c) contact the carrier directly to initiate a trace investigation; and (d) contact PETS CARE USA at support@petscareusa.com within five (5) business days of the indicated delivery date. PETS CARE USA will make commercially reasonable efforts to assist with carrier investigations but is not liable for packages confirmed as delivered by the carrier.
1.12 Stolen Packages
PETS CARE USA is not responsible for packages that are stolen after successful delivery to the confirmed address. Customers are encouraged to use a secure delivery location or request signature confirmation. If you believe a package was stolen, you should file a report with your local law enforcement agency.
1.13 Free Shipping Threshold
Free standard shipping may be available on qualifying orders meeting the minimum purchase threshold displayed on the Website. Free shipping is available on eligible Products only, excludes certain oversized or heavy items, and applies to domestic U.S. addresses only. Free shipping thresholds and eligibility are subject to change without notice.
PART II – RETURNS AND REFUNDS POLICY
2.1 Returns Overview
Because all Products are fulfilled by independent Suppliers, returns are subject to the return policies of the applicable Supplier in addition to this Policy. PETS CARE USA coordinates return requests on behalf of Customers and Suppliers but does not operate a centralized returns warehouse.
2.2 Return Eligibility Window
Customers may submit a return request within thirty (30) days of the confirmed delivery date of their Order. Return requests submitted after this period may not be accepted. All return requests must be submitted through our customer support at support@petscareusa.com.
2.3 Eligible Return Conditions
To be eligible for a return and refund, Products must: be unused, unopened, and in their original packaging and condition; include all original accessories, tags, inserts, and documentation; not show signs of use, pet hair, damage, or alteration; and be accompanied by proof of purchase (order confirmation or order number).
2.4 Non-Returnable and Non-Refundable Items
The following categories of Products are not eligible for return or refund under any circumstances, except where required by applicable law: opened or used pet food, treats, chews, or edible products; opened dietary supplements, vitamins, probiotics, or health products; opened grooming products, shampoos, conditioners, or topical treatments; perishable or temperature-sensitive products; personalized, customized, or monogrammed products; digital products, gift cards, or promotional codes; products marked as "Final Sale" or "Non-Returnable" at time of purchase; and products that show signs of use, modification, or damage not caused by the Supplier.
2.5 Return Merchandise Authorization (RMA)
CUSTOMERS MUST OBTAIN A RETURN MERCHANDISE AUTHORIZATION ("RMA") BEFORE RETURNING ANY PRODUCT. DO NOT RETURN ANY PRODUCT TO THE SENDER ADDRESS APPEARING ON THE PACKAGE, AS THIS MAY NOT BE THE DESIGNATED RETURN ADDRESS AND PACKAGES RETURNED WITHOUT AN RMA WILL BE REJECTED AND CANNOT BE PROCESSED.
To initiate a return: (1) Email support@petscareusa.com with your order number and reason for return; (2) Await confirmation and receipt of your RMA number and designated return address; (3) Ship the Product using a trackable shipping method; (4) Email your tracking number to support@petscareusa.com.
2.6 Damaged or Defective Products
If you receive a Product that is damaged in transit or is defective upon arrival, you must contact support@petscareusa.com within five (5) business days of delivery, providing your order number, a detailed written description of the damage or defect, and clear photographs or video evidence. We will work with the applicable Supplier to arrange a replacement or refund at no additional cost to you.
2.7 Wrong Item Received
If you receive an item different from what you ordered, contact support@petscareusa.com within five (5) business days of delivery with your order number and photographic evidence. We will coordinate with the Supplier to resolve the issue through a replacement or refund.
2.8 Return Shipping Responsibility
Unless the return is a result of a Supplier error, damaged item, or defective product, the Customer is responsible for all return shipping costs. PETS CARE USA and Suppliers are not responsible for return packages lost, damaged, or delayed in transit. Customers are encouraged to use a trackable shipping method and retain proof of shipment.
2.9 Refund Processing
Refunds are issued to the original payment method used for the purchase. Refund processing begins after the returned Product has been received, inspected, and approved by the applicable Supplier. Please allow two (2) to seven (7) business days for Supplier inspection upon receipt of the return, plus an additional three (3) to ten (10) business days for the refund to appear on your statement. Original shipping fees are non-refundable unless the return is due to a Supplier error or defective product.
2.10 Chargebacks
Filing a chargeback with your payment provider before contacting PETS CARE USA and allowing a reasonable resolution period is a violation of this Policy and may constitute fraud. We reserve the right to dispute any chargeback filed for a valid, delivered order and to suspend accounts that engage in chargeback abuse.
2.11 Inspection Upon Delivery
Customers are responsible for inspecting all delivered Products promptly upon receipt. Failure to report damage, defects, or incorrect items within the timeframes specified in this Policy may result in ineligibility for a return, replacement, or refund.
PART III – CONTACT
PETS CARE USA – Support | Email: support@petscareusa.com | Website: petscareusa.com