HELP/FAQ
SHIPPING QUESTIONS
When should I expect to receive my package?
Packages shipped within the United States typically arrive within 7-15 business days.
International orders may take 15-40 business days to arrive.
For any questions or concerns regarding your package delivery, please contact our customer support directly at info@petlifecity.com or call us at 1-800-ILUVU14 (1-800-458-8814)
Please be aware that international orders may be subject to customs inspections, and we cannot be held responsible for any delays caused by customs procedures.
Additionally, please note that due to COVID-19 safety measures, there may be delays in processing your order. Rest assured, we will send you an email with tracking information once your order has been shipped. We appreciate your patience during this time.
Is there a shipping cost?
Shipping costs are calculated for you at checkout.
I have not received my package, What do I do?
Feel free to contact Pet Life City 24/7 at info@petlifecity.com with your order number, so that we can help you locate your order and provide you with up-to-date shipping and tracking information.
The tracking says it has been "Delivered" but I have not received it yet. What do I do?
We're dedicated to ensuring you and your pet enjoy every moment with your order! If your package shows as “Delivered” but hasn’t made it to your hands, reach out to our energetic customer support team at info@petlifecity.com pronto!
For domestic orders, you can also contact the United States Postal Service directly using the USPS tracking number we've sent you. Please remember, ensuring your delivery is smooth is a team effort, so make sure your address is correct during checkout—we can't resend if it's incorrect! And once your order is placed, we can't change the shipping address.
Post Office does not have my package. What do I do?
If you or your local post office encounter any difficulties in locating your package, please reach out to Pet Life City customer support at info@petlifecity.com or call us at 1-800-458-8814.
Please be aware that we are not liable for shipping delays resulting from customs procedures.
ORDERS & ADDRESSES
I have not received an email confirmation for my order?
You'll receive an email confirmation once we've printed the shipping label and started packaging your order. Please allow 24-72 hours for order processing before shipping.
If you haven't received your order confirmation after 72 hours, please contact our customer support team at info@petlifecity.com or call us at 1-800-458-8814.
Please note that due to COVID-19 safety measures, it may take longer than usual to fulfill your order. We'll send you an email with tracking information once your order is on its way. Thank you for your patience.
Can I change my shipping address after placing an order?
No, We are not responsible for the redelivery of your order if you do not provide the correct address at checkout. We do not change shipping addresses after your order is placed.
We are not responsible for orders that are delivered to the wrong address provided by the customer
EXCHANGE POLICY
We do not accept returns or issue refunds; all sales are final. Once placed, orders cannot be cancelled. If you need to exchange an item, please contact us first; we handle exchanges only. Customers are responsible for providing the return shipping label.
We do not offer extended warranties on merchandise, as no product is indestructible. Our products are not guaranteed as such.
Exchanges are possible for any item, excluding personalized or customized products.
Customers must contact us within 7 days of delivery for any issues with their order, such as defects or breakages. We'll happily replace defective items at no charge.
OR ALL OTHER QUESTIONS
For all other inquiries, please feel free to reach out to us 24/7 at info@petlifecity.com or call us at 1-800-458-8814.
