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FAQ

Q1. When will my package be delivered?

Answer : Most orders are processed within one to two business days. Once your order is shipped out, average delivery time for the premium secured, shipping option is 1 - 2 weeks.

If available for your ordered items and selected, your level of U.S. expedited service will determine delivery timeframes. Once your order has shipped, 3-day service means the service takes three business days to arrive; 2-day service takes two business days, and Next Day delivery means the package will arrive on the next business day after we ship it.

3-day, 2-day, and Next Day delivery are not available to Alaska, Hawaii, or U.S. territories, nor to P.O. boxes or APO boxes.

No Saturday or Sunday deliveries are available. U.S. national holidays are not delivery dates. Express packages will be shipped by UPS. Some rural addresses are not offered expedited service. Please make sure that the ship-to address on your order is correct. Manual address corrections due to errors or P.O. Box numbers will delay your package significantly and/or result in additional shipping charges.

For international orders, packages typically arrive within 2 to 4 weeks of shipping date, depending on Customs handling.

Q2. Am I able to track my package online?

Answer: 
You will receive an email with the Online Tracking Number just after the order is shipped. If your delivery is overdue based on the schedule above, please contact customer service at info@pets-luv.com.

Q3. Can I change, add, or cancel an order that has been submitted?

Answer:
We are unable to change, cancel, or add to orders once they are processed and authorized by the credit card company. Some of our items come from third-party vendors, and much of the process is automated, so there is little we can do once the order is submitted. Please contact customer service at info@pets-luv.com if you have any queries.

Q4. I gave the incorrect address. What can I do?

Answer:
We are not able to effect changes to an order once it has been processed and authorized. If the order is coming to the billing address, it would need to be forwarded from that address. If the delivery address is incorrect, we can update the address on file and have the order re-sent once the package is returned to our shipping center. We encourage every shopper to double-check all information before submitting the order.

Q5. I am not able to use my debit/credit card to make a purchase. What can I do?

Answer:
More often than not, this error occurs from incorrectly entered billing information. Please make sure the information your provide matches with that on file with your credit card's financial institution. Please contact customer service at info@pets-luv.com for further information.

Q6. How do I find a product?

Answer:
In the upper left-hand corner of the store, do a search for "(Item Name)". Please be sure to click on the "Go" button--do not use the Enter/Return key. This should take you to the item you are looking for.

Q7. How do I contact you?

Answer:
Please feel free to contact our customer service at info@pets-luv.com.

Q8. How do I return or exchange an item?

Answer:
You may return items for refund or exchange within 60 days of the purchase date. Please contact our customer support info@pets-luv.com for further instructions.

Q9. I have a new e-mail. How do I change my reminders?

Answer:
We are not able to update e-mail subscriptions manually. Please subscribe your new e-mail address as you did the previous address. This is for your privacy and protection. Your old e-mail address will be automatically removed once an e-mail reminder or newsletter "bounces", or you may unsubscribe using the link at the bottom of any e-mail you receive from us.

Q10. Where do you deliver?

Answer:
We ship to all U.S. locations (including AK, HI, Puerto Rico, and APO/FPO destinations). We also offer international shipping on most of our products, denoted by a globe icon. We ship to many but not all countries. When entering your ship-to address during checkout, select a country from the drop-down list. For our customers in the U.S. Territories, please select "U.S." as the country and your territory abbreviation from the state drop-down list.

Q11. Are orders tax-deductible?

Answer: 
Most purchases through the website do not qualify for a tax deduction under IRS regulations. Only direct donations to our non-profit partners qualify for a tax deduction under current regulations.

Q12. I received a damaged or incorrect item, or am missing an item. What is my next step?

Answer:
Please contact customer service at info@pets-luv.com for further information.

Q13. How do I know that you are a secure site?

Answer:
Shopping with us is safe and easy. We take your security seriously.

    • We do not save or store your credit card number.

      For your protection, we do not keep your credit card information on file. Your billing information is securely transmitted to our payment processor one time only. Our payment processor adheres to the highest standards to protect your information. Our security measures and internal processes are designed to ensure that your billing information is kept secure while we process your order. Your privacy is always protected.

       

    • We use encrypted URLs on our storefronts. Encrypted , which begin with an "https" instead of the plain-text protocol of "http".

    • Our site security keys use the highest industry standard for encryption.

  • We abide by a set of rigorous standards about how personal information can be used, and have earned the seal of approval from McAffee Certified Privacy. McAffee's seal appears at the bottom of the page, where shoppers can click to go to the McAffee site and verify that our company's validation is up-to-date.