Here are some of the questions we are often asked. If you don’t see an answer here for a question, please contact us any time at [email protected]

What is your shipping policy?  How long will it take to receive my order?

Because we work hard to find the very best deals to pass along to our customers, we use a variety of suppliers located all over the world.  Delivery times vary based on the source location and on your location. 

For customers in the United States and Canada, most products are delivered within 4-7 business days, unless otherwise stated in the product description.  Since some of our items come from overseas, it may take up to 2-3 weeks for those products to reach your door (this will be noted in the product description).

For customers in the Australia, New Zealand, United Kingdom, Europe, and elsewhere outside of the United States, delivery times generally range from 1 to 3 weeks.

Please note that if you ordered multiple products, those items may arrive in separate packages, if the items are from multiple different source locations.

Once shipped, your items will be trackable via your national shipping courier (USPS, Australia Post, Canada Post, etc).  You should receive an email containing your tracking info within a few business days of placing your order.

Please understand that our delivery timeframes are estimates, not guarantees.  The overwhelming majority of orders will be delivered within that timeframe, but occasionally, orders may take a bit longer than that.

If you do not receive your shipping confirmation details, or if you have any other questions or concerns about your order, please don’t hesitate to contact us.

I love your products!  Are discounts available for repeat customers?

Thank you! 🙂  We’ll keep you posted if there’s a sale – just make sure you sign up for our newsletter!  

I haven’t received my order yet. Can you give me an update?

As noted on the site, our products come from different locations, so shipping times vary.  Delivery times for customers in the United States are approximately 3 to 5 business days for most items, but a few items require longer.  Once your item is on its way, we’ll send you a shipment confirmation email that includes tracking information, so that you can keep an eye on your shipment as it makes its way to you.  If it’s been over a week since you placed your order, please letus know.

I never received an order/shipment confirmation email. Can you help me out?

Sure!  First, please search your email inbox for an email from “PetMove.” If you don’t see one, it may have been flagged as spam, or perhaps you entered your email incorrectly when you made your purchase.  (Typos happen!)  Please don’t hesitate to email us and we will help out! 

Can I cancel my order?

Our order processing system is largely automated and works very quickly, so chances are, your order was already processed (or even shipped) within a few hours after you placed it.  And online products like ebooks are delivered immediately.  For this reason, all sales are final.  We don’t provide refunds if you simply change your mind about a purchase.  Please make sure you want your items before you purchase them! 🙂  That said, if there’s a problem with a product you’ve received, let us know and we’ll do what we can to make it right!

The item I ordered doesn’t fit, or I don’t like it.  Can I exchange it?

We don’t currently have any way to handle exchanges, since our suppliers are based all over the world and we don’t have a central storefront or warehouse.  We are working to build out a system where our customers can do exchanges in the future — but it’s not currently possible.  We appreciate your understanding!  

That said, if for any reason you aren’t satisfied with your order, please don’t hesitate to email us  or submit an online help request, as your satisfaction is very important to us, and we are usually happy to work something out for our customers!

Can I update my delivery address?

Yes! If you contact us within 24 hours of placing your order, we can update your address. If it’s after 24 hours, we can no longer update your physical delivery address – so make sure it looks correct in your order confirmation, and don’t wait to reach out to us if it doesn’t!  

I never received my order. Help!

Oh no! We’ll sort this out for you. If it’s been over 2 weeks since you placed your order, let us know and we’ll look into the status of your order and resend it to you asap!

That said, please be aware that we are not responsible for any local customs issues that could arise for overseas deliveries.  All issues or problems associated with customs are the sole responsibility of the customer, and PetMove is not liable.  Unfortunately, we cannot provide refunds on an order because it did not pass through customs or because a fee was levied by a local customs agency.  (We’ve not actually experienced this problem in years but we have customers all over the world and we are including this warning just in case!)

My order arrived broken

We only work with the best and most reliable suppliers, but occasionally an order will get damaged during the shipment process. If this is the case, please submit a support ticket and we’ll work it out for you by shipping you a new item or providing you with a refund!

I have received only part of my order in the mail so far. Can you tell me where the other items are?

We ship directly from different suppliers around the world, so if you purchased several items, occasionally your order may arrive in different packages. Please be patient and the rest of your order will arrive soon!

Is it safe to process payments through you?  Do you have access to my credit card details?

To process credit cards we use Shopify, PayPal, and Stripe, all of which are leading international payment processors used by thousands of merchants across the globe.  At no point do we have access to customer’s personal data ourselves, nor does Pet Move store your credit card data.  All credit card data is processed via encrypted communications, using proven technology from Shopify, PayPal, and Stripe.

I’m having a technical issue on your site or can’t place an order because of an error. Help!

Please try on a different browser (e.g. Chrome, Firefox, Safari) or retry in a few hours.  If the problem persists, please send a screenshot or video of the error you’re receiving to our customer support team.