Introduction

At PetFlow, we understand how important it is to get your pet food and supplies quickly and reliably. That’s why we offer a variety of shipping options to meet your needs.

Our goal is to get your order to you as fast as possible, while also keeping shipping costs affordable. This policy outlines the shipping methods we offer, delivery timelines, shipping rates and fees, how to track your package, and what to do if there are any issues with your order.

Shipping Methods

PetFlow offers the following shipping options:

Standard Shipping

Expedited Shipping

Repeat Delivery

Same Day Delivery

The shipping method available for your order will depend on factors like delivery address, items ordered, and how quickly you need your products. At checkout, you’ll be able to see the specific options and delivery estimates for your location.

Delivery Timelines

We work hard to process and ship out orders quickly so you can receive your items as soon as possible:

Order Processing Time: 1 business day

Shipping Transit Time:

Note that delivery timelines start from when your order ships out, not when it is placed. The processing time is required for us to pick, pack, and prepare your order to ship out.

Delivery timeframes are estimates and can vary due to factors like distance, weather, peak seasons, and courier operations. Expedited shipping can help receive your order faster, at an additional cost.

We Always shipping from Monday to Saturday. No shipping day is Sunday.

Shipping Rates & Fees

Shipping rates will automatically calculate during checkout based on your order and delivery destination. Here is an overview of what impacts shipping costs:

Weight: Heavier orders cost more to ship

Size: Large, oversized items have oversize fees

Distance: The further the destination, the higher the shipping cost

Method: Expedited shipping has extra fees over standard shipping

Repeat Delivery: Save up to 15% on shipping with our repeat delivery service

In addition to the shipping rate, the following fees may apply to some orders:

Fuel Surcharge: Variable charge to offset high fuel costs

Oversize Fee: For large items exceeding carrier restrictions, $10-$20 per item

Remote Area Fee: For destinations outside metro areas, $5-$20

Address Correction Fee: If address provided is invalid, $5

All applicable shipping fees will calculate automatically in your shopping cart during checkout. You’re able to cancel or change your order if the shipping cost is higher than expected.

Tracking Your Package

Once your order ships out, you’ll receive a shipment confirmation email with carrier tracking information. You can use this tracking number to follow your package’s journey to your door.

Tracking updates typically include:

Sometimes shipments are delayed by carrier disruptions, natural disasters, and other unforeseen events. If your order is late at any time during transit, you can reach out to our customer service team for assistance.

For the most up to date tracking status, check directly with the carrier using your shipment’s tracking number.

Non-Deliveries

If no one is available to receive the order during final delivery, the carrier will typically attempt delivery again the next business day before returning to sender.

For failed delivery attempts, carriers only make 2-3 tries before sending back the package. To avoid this, make sure your shipping address entered is correct, and you or another person is available to receive the order.

You can also choose to pick up the shipment in-person at your local post office or UPS facility using the tracking number. Just look out for the notice to pick up your package within 5 business days before it gets returned.

Damaged & Missing Items

PetFlow carefully inspects and packs all orders, but occasionally accidents happen during shipping and transit. Here is the process if your shipment arrives with damage or missing contents:

Inspect Order & Report Issues

Before accepting order from carrier, inspect all boxes, contents, and packaging for damage. Report any visual damage or missing items to the carrier at time of delivery. This creates an official record when starting a damage/loss claim.

Contact PetFlow

Notify the PetFlow Customer Service team within 48 hours by email or phone if any items appear used, damaged, or missing from your order. Provide us with photos documenting damage or missing contents if possible.

Return Damaged Goods

Customers may return damaged items to PetFlow within 30 days per our standard return policy. This allows us to inspect and process your refund or replacement.

Carrier Claim

For damaged and lost packages, PetFlow will start a trace and claims process with the shipping carrier on your behalf. We work closely with UPS, USPS and others to secure reimbursements for any shipment issues.

Refunds & Replacements

Once carrier pays out their claim, we will issue refunds or ship free replacements for missing and damaged items. This process can take 2 to 3 weeks after the incident is reported as carriers complete their inspection and processing.

Let our Customer Service team know right away if your order arrives with any issues so we can make it right!

Changing or Canceling Orders

We start preparing your order as soon as it comes in to get it shipped out to you quickly. But if you need to update or cancel your order, here is how:

Unshipped Orders:

Orders that have not left our fulfillment center yet can be canceled or changed by contacting Customer Service. Changes may impact shipping costs and delivery timelines.

Shipped Orders:

Once an order ships out, it is deemed in-transit and can no longer be changed or canceled online. You can either refuse the shipment when it arrives to send back, or accept delivery and process returns/exchanges afterward if needed.

Repeat Delivery Orders:

Reach out to Customer Service at least 5 days before your next scheduled repeat delivery. This ensures we can halt shipment of your upcoming order. You can then make adjustments or cancel future repeat deliveries.

Return/Exchange Unwanted items

Pre-paid return labels are provided to send back most items within 30 days of delivery per our return policy. Exchanges can also be processed for other products or refund to your original payment method.

Review our full Return Policy for more details on sending back items.

International Shipping

At this time PetFlow only ships products within the 48 continuous United States, military bases, Alaska, Hawaii, Puerto Rico, and to P.O. boxes within our service regions.

We do not export orders or ship packages internationally. This includes Canada, Mexico, and all other countries outside the U.S.

We hope to expand our international shipping in the future to make our products accessible worldwide. Please check back for updates on when we begin global shipping to countries outside the United States.

Questions?

PetFlow’s Customer Service team is available 6 days a week to help with any order inquiries, shipping changes, damaged packages, and general questions about our shipping policies.

Email: customerservice@hpscanner.net

Phone: 1-800-PETFLOW

Hours: Monday to Saturday, 7am-7pm EST

We know your pets depend on getting their food on time, so never hesitate to reach out if we can help get your delivery back on track!