FAQs
Frequently Asked Questions
Here are a few of the questions we get the most. If you don't see what's on your mind, reach out to us anytime on phone, chat, or email.
Shipping
What is the status of my order?
Preparing for Shipment: This means we’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information.
Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package.
Delivered: Your order has arrived! Orders are delivered 7 days a week before 10 p.m.
How do I cancel or change my order?
A message about current events: Our teams are focused on serving as many pet parents as possible, and due to high demand for essentials, including medication, we’re temporarily not able to change existing orders.
If your order hasn't shipped yet, you can contact us to cancel it.
If you need help canceling your order, please send us a message with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund. We also accept returns within 365 days of purchase.
How long does it take to get my order?
Most customers can expect to receive their products within 1 to 60 days. Orders that require prescription approval or personalization may take longer to ship.
How much is shipping?
It depends of the products and the location.
Who will be delivering my order?
We ship via FedEx and other premium carriers to provide you with the fastest and most reliable service available.
Do I need to be there to sign for it?
Nope! If you're not home, the driver will leave your package at the door, inside your mailbox, or with your doorman.
Do you ship to P.O. boxes, APO/FPO addresses, or international addresses?
Yes – at this time we are able to ship to P.O boxes, APO/FPO addresses, and international addresses.
What happens if my package gets lost?
All items purchased from www.petpalsheaven.com are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.
Payments
How do I make a purchase?
To place an order, click on the product name to select the size and click on add to cart. After that, make sure you look at the bag and click on check out to enter your payment information.
Or you can just search for the items you would like to order. Use the search bar at the top of the page to search for products. Or, click “Shop by Pet” to browse different categories. Click on a product to see more details. To add the product to your cart, click on the button that says “Add to Cart.”
After you add something to your cart, you can keep shopping or check out. To check out, click on the orange button that says “Check out.” While you’re shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout.
On the checkout page, add or select your shipping address. Next, add your select your payment method. Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you’re ready, click the blue button that says “Pay now.” We’ll send you an email confirming your order.
When will my payment method be charged?
Your payment method will be charged automatically on the date the order is shipped. As soon as you place your order, you may see a pending charge for the total amount of the order. The pending charge will disappear 24 to 48 hours after your order ships. There's no need to call or update anything online.
Why are there multiple charges on my card for a single order?
When you place an order, Pet Pals Heaven contacts the bank that issued your card to confirm your account and reserve funds for your purchase. You’ll see a pending charge, also called an authorization charge, in your bank or credit card account. We only charge your payment method when your items ship.
Your bank will reserve the funds in your account until your items ship or the authorization expires. Depending on your bank’s policy, you may see an authorization charge even for a canceled order. If your items don’t ship, the authorization charge will expire. Some banks may take up to 30 days to remove authorization charges from your account.
We charge your payment method as your items ship. If your items have shipped in more than one box, you may see multiple charges on your payment method:
- One authorization charge for the grand total of your order
- Separate, final charges for each shipped box
Rest assured, you’ll only be charged for shipped items.
How do I add a payment method?
To pay with a credit or debit card, go to Express Checkout or enter your information and click Continue to shipping. Fill in the required information exactly as it appears on the card and click the button that says “Pay Now.”
To pay with PayPal, click “PayPal” and you'll be asked to sign in to your PayPal account. After you sign in, you'll be taken back to Petpalsheaven.com.
You can also add or change any of the payment methods we accept at Checkout.
Why is my credit card not working?
If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card.
What information do I need to check out?
Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover, Apple Pay and PayPal.
Returns
How do I request a return or replacement?
Our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 365 days of purchase. If you would like to request a return or replacement, please send us a message with your order number.
Petpalsheaven.com does not take title to returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return. In this situation, Petpalsheaven.com does not take title to the refunded item.
What is the status of my refund?
Depending on your banking institution, your refund will be credited back to your original payment method(s) in 3 to 5 business days.
Support
How do I contact customer service?
You can reach one of our devoted customer service reps toll-free at 1-424-799-4387 anytime, day or night – we're available 24/7. We'll get right back to you with a response.
Is there a minimum purchase amount for my order?
No, there is no minimum purchase required.