FAQs
We want shopping for your pet to be simple, transparent, and stress-free. Below are answers to the most common questions from our customers.
Ordering
1. Do I need an account to place an order?
No. You can check out as a guest, but creating an account allows you to track orders and request returns more easily.
2. How do I check my order status?
Log into your account and go to Order Details, or use the Track Order link sent to your email after shipment.
3. Can I cancel my order?
You may cancel your order within 30 minutes after placing it, as long as it has not entered processing.
Once processing begins, the order can no longer be canceled.
Shipping & Delivery
4. Where do you ship from?
We ship all orders from our U.S. fulfillment center in Rocky Mount, Virginia.
5. Where do you ship to?
We currently ship only within the United States.
6. How long does shipping take?
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Order processing: 1–2 business days
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During sales or holidays: up to 5–7 business days
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Shipping (DHL Express): 3–5 business days
7. How much is shipping?
| Order Amount | Shipping Cost |
|---|---|
| Under $200 | $15 |
| Over $200 | Free |
8. How do I track my order?
Once shipped, you’ll receive a DHL tracking number by email. You can also view tracking in your account.
9. What if my package is delayed or lost?
If your package has not arrived within 9 business days after shipment, contact us at contact@pettoyshome.com. We will arrange a replacement or refund after verification.
Returns & Exchanges
10. What is your return policy?
You can return eligible items within 14 days of delivery.
Items must be:
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Lightly used
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In original packaging
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Include all accessories, gifts, and return label
11. How do I start a return or exchange?
Contact us at contact@pettoyshome.com or submit a request in your Order Details page.
12. Who pays for return shipping?
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If the item is defective, damaged, or incorrect → We cover return shipping
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If the return is due to personal preference → Customer covers shipping
13. How long does it take to receive my refund?
Once your return is received and approved, your refund will be issued within 1–2 business days and sent back to your original payment method.
Product & Safety
14. Are your pet toys safe?
Our toys are designed for normal pet use. However, no toy is indestructible. Always supervise pets during play and replace toys that show wear.
15. What if my pet damages the toy?
Normal wear or pet damage is not considered a defect and is not eligible for a refund.
Payments
16. What payment methods do you accept?
We accept major credit cards and secure online payment methods supported at checkout.
17. Are taxes included?
Sales tax is applied only when required by law. Any additional taxes or duties are the customer’s responsibility.
Customer Support
18. How do I contact customer service?
📧 contact@pettoyshome.com
📞 +1 (650) 314-5163
Hours: Monday–Friday, 10:00 AM – 6:00 PM (EST)
If you ever need help, just reach out — we’re here to make sure you and your pet have a great experience with Pettoyshome.com 🐾