FAQs
Frequently Asked Questions
ORDERS
HOW DO I KNOW THAT MY ORDER WAS RECEIVED?
After completing your purchase, you should receive an order confirmation email at the address entered during checkout. Please check your spam or junk folder if you do not see it.
If you still cannot find the confirmation, contact us at support@petsmego.com and include your full name and the email address used during checkout.
CAN I CHANGE OR CANCEL MY ORDER?
Contact us as soon as possible at support@petsmego.com. Cancellation requests should normally be submitted within 15 minutes of placing the order.
We cannot guarantee changes or cancellations after an order has entered processing or has been submitted to our fulfillment provider.
CAN I CHANGE MY SHIPPING ADDRESS?
Contact us immediately if you notice an error in your shipping address. We will try to update it before processing begins, but changes cannot be guaranteed after the order has been submitted for fulfillment.
Customers are responsible for providing a complete and accurate delivery address during checkout.
SHIPPING
WHERE DO YOU SHIP?
PetsMeGo currently ships to addresses within the United States.
HOW MUCH DOES SHIPPING COST?
Standard shipping costs $6.99 for U.S. orders under $50.
Orders of $50 or more qualify for free standard U.S. shipping. The qualifying order value is calculated after discounts and before shipping charges.
HOW LONG DOES DELIVERY TAKE?
Orders are typically processed within 1–2 business days. Orders placed on weekends or holidays normally begin processing on the next business day.
Standard delivery typically takes 5–8 business days after processing. Delivery estimates are not guaranteed and may be affected by carrier delays, severe weather, holidays, high order volumes, or other circumstances outside our control.
HOW CAN I TRACK MY ORDER?
When tracking information becomes available, you will receive a shipping confirmation email containing a tracking link.
Please allow up to 48 hours after receiving the email for the carrier’s tracking information to update.
WHY DID I RECEIVE ONLY PART OF MY ORDER?
Items from the same order may be shipped separately depending on product availability and fulfillment location. If this happens, you may receive more than one package and separate tracking information.
You will not be charged additional shipping fees because an order is divided into multiple shipments.
WHAT SHOULD I DO IF MY ORDER HAS NOT ARRIVED?
First, check the tracking information and confirm that the delivery address is correct. You may also need to check with household members, neighbors, or the carrier.
If your order has not arrived after the estimated delivery period, contact us at support@petsmego.com with your order number and the email address used during checkout.
RETURNS AND REFUNDS
WHAT IS YOUR RETURN POLICY?
You may request a return within 30 days after receiving your order.
To qualify for a return, the item must generally be unused, unworn, unwashed, and in the same condition in which it was received, with any original tags and packaging. Proof of purchase is also required.
Contact support@petsmego.com before sending any item back. Returns sent without prior authorization will not be accepted.
WHERE SHOULD I SEND MY RETURN?
Do not return an item to the address shown on the original package.
Approved returns may need to be sent to different locations depending on the product. We will provide the correct return address and instructions after reviewing your request.
WHO PAYS FOR RETURN SHIPPING?
For returns caused by a change of mind, ordering the wrong item, or another reason unrelated to a product defect or fulfillment error, the customer is responsible for return shipping costs.
If an item arrives damaged, defective, or incorrect, contact us immediately. If the claim is approved, PetsMeGo will provide appropriate instructions and cover the reasonable return shipping cost when a return is required.
WHAT ITEMS CANNOT BE RETURNED?
We generally cannot accept returns for:
• Items that have been used, damaged, altered, washed, or assembled after delivery
• Opened pet grooming, hygiene, or personal-care products
• Consumable or perishable products
• Gift cards
• Items specifically marked as final sale
• Items returned without prior authorization
If you are unsure whether your item is eligible for return, contact us before sending it.
DO YOU OFFER EXCHANGES?
We do not offer direct exchanges. The fastest way to receive a different item is to return the original item and place a new order after the return has been approved.
HOW LONG DOES A REFUND TAKE?
We will notify you after the returned item has been received and inspected.
If the refund is approved, it will be issued to your original payment method within 10 business days. Your bank or credit card provider may require additional time to process and display the refund.
WHAT SHOULD I DO IF AN ITEM ARRIVES DAMAGED OR INCORRECT?
Contact us as soon as possible at support@petsmego.com. Include your order number, a description of the issue, and clear photographs of the item and packaging.
Please keep the item and all packaging until we provide further instructions.
PAYMENTS AND SUPPORT
IS CHECKOUT SECURE?
Yes. PetsMeGo uses Shopify’s secure checkout system to process orders and payments. Available payment methods are displayed during checkout.
HOW CAN I CONTACT PETSMEGO?
Email: support@petsmego.com
For questions about an order, include your order number and the email address used during checkout. We normally respond within 1–2 business days.