Frequently Asked Questions
01. Placing an order
When will my order be shipped?
Our orders are processed Monday through Friday 9am to 5pm. Most orders are shipped within 48 hours of being placed, however orders placed Friday after 1pm PST/PDT will ship the following Monday as our shipping department is closed Saturday and Sunday. Items with longer processing and shipping times are marked in the description of the product page.
When will I receive the invoice for my order?
When you have paid for the order, you will not automatically receive an invoice for your order. You may also view and print your purchase invoice by logging in to your account at our store.
Can I order online and pick up at a local store?
No! We are an online-only pet store and currently do not have a brick & mortar location for in-person pickup.
02. Shipment
How long will it take to get my items?
On average, orders usually take between 10 to 15 days to arrive to your address from the time the order ships. Items that ship directly from the manufacturer are noted on the product details page and may take longer to arrive.
I now see the longer delivery time of (a part of) my order. How can I cancel it?
If the order has a longer delivery time than you had previously seen, it is of course possible to cancel (a part of) the order. For this you can contact our customer service. We will cancel the order for you. The purchase amount will be back on your bank account within five working days. When an order has already been shipped, it can no longer be cancelled. You may initiate a return once the product arrives.
03. I noticed there is no option for expedited shipping and I was hoping to pay extra for overnight. How do I do this?
When do I receive my order?
Expedited shipping is not currently available in our checkout process. Although, many of our items ship directly from the manufacturer and the approximate shipping and delivery times are noted individually in the product description pages, most products do tend to get delivered quicker than quoted.
04. Returns, exchanges and complaints
Do you accept returns on shipped items?
Yes, we accept returns for up to 7 days after the item has been received. To start a return, please email us at contact@petsandkisses.com. For complete details and procedures, take a look at our REFUND POLICY.
Do you offer free shipping?
Yes, we offer FREE worldwide shipping on all orders.
Got complaints, comments and/or suggestions?
Please send us a message and our customer service team will get back to you within 24 hours.