Orders, Shipping & Returns

Orders

Can I change my order after it has been placed?

If your order has not yet shipped, we may be able to update the size, color, or item. Please contact us as soon as possible at customerservice@petstek.com with your order number. Once an order has shipped, changes can no longer be made.

Will I receive an order confirmation?

Yes. After placing your order, you will receive a confirmation email with your order details. If you do not see it, please check your spam or junk folder.

Do you charge sales tax?

Sales tax is applied where required by law based on your shipping address.

Shipping

How much is shipping?

Standard shipping is free with a purchase of over $49. Items below $49 will have a flat rate of $5.99 shipping.

When will my order ship?

Orders are typically processed within 1–2 business days (excluding weekends and holidays). You will receive a shipping confirmation once your order leaves our warehouse.

What happens if my package is delayed?

While we aim for fast delivery, carrier delays can occasionally occur. If your tracking has not updated for several days, please contact us and we’ll assist in locating your package.

What if my package is marked “Delivered” but I didn’t receive it?

Please check around your property, with neighbors, or your local carrier first. If you are still unable to locate your package, contact us and we will help initiate a carrier investigation.

Are signature confirmations required?

Most orders do not require a signature upon delivery unless specified at checkout or requested.

Do you have express shipping?

Yes, we offer expedited shipping.

How long is the shipping time?

On average, shipping can take from 2-5 days to be delivered, barring unforeseen delays.

Do you ship internationally?

We ship to US addresses only. We currently do not ship to international destinations.

How can I track my order?

After your item is shipped, you will be emailed a tracking number.

Warranty and Returns

How long is the warranty?

All products have at least 1-year limited warranty. Some products have a warranty lasting up to two years. For more details about the warranty, please see the product warranty page.

How do I cancel an order?

If you placed an order and would like to cancel it, please email us at customerservice@petstek.com. We do not guarantee that an item can be recalled after it has shipped.

How do I return the product?

We have a 60-day money-back guarantee. For return requests, please email us at customerservice@petstek.com. Please note that a return shipping label is provided only for cases where the product received is defective, damaged in transit or the wrong item was sent. Where the return reason is change of mind or if an incorrect order was submitted through no fault of PetsTEK, return shipping will be shouldered by the customer.

All returned items will incur a 10% restocking fee.

What condition must the item be in for a return?

Items must be returned in original condition, including packaging, accessories, manuals, and any included components.

What if I receive the wrong item?

Please contact us immediately with your order number and photos of the item received so we can resolve the issue promptly.

Can I get a refund?

You will receive a full product refund after the item has arrived at our return facility and was checked in.

The product I received was faulty/damaged. What can I do?

If the product you received is not working properly, you can contact us at customerservice@petstek.com, and we will assist you.

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