FAQs about Orders and Deliveries and the COVID-19 virus
1. Can I place an order?
Yes! GotPetSupplies.com is actively fulfilling orders. Our industry has been designated as essential and remains open and operating to perform the critical function of feeding our pets. Due to the current circumstances, we are seeing an unprecedented increase in order volume.
Our team normally ships orders received by 10:00 am that same day or within 24 hours, however, due to the increased volume, there may be a slight delay and we ask for and appreciate your patience.
Please do not use delivery addresses for buildings that may be closed due to the current provisions (e.g. schools, businesses) or post office boxes.
2. Delivery Estimates?
On each product page there is a delivery estimate just below the “add to cart” button. This is an accurate estimate of when your order will arrive plus or minus a day.
You may choose an option for Fed-Ex 2-3 day delivery once shipped. Please keep in mind that this is from time of shipment and not the time from placing your order. The business day after shipment is counted as the first day in transit. Our carriers pick up packages Monday-Friday.
3. What's the status of my order and delivery?
You can track your order status from the track orders link here. This link is also included in your shipment & tracking confirmation email.
Due to the order volume, we can only change addresses or cancel orders within 30 minutes of the order placement. If you need to make a change, please use the contact us link or or send a text to our customer service department at 866-240-7040 within that time frame. We will do our best to help you.
4. Can I still make returns?
For most items we are still able to process returns. However, due to to COVID-19 and the FDA, we are no longer able to accept returns on any Pet Food, Treats, Pet Carriers, Kennels or Consumable pet items. We apologize for the inconvenience and we hope to return to our standard return policy as soon as possible. To start a return for an eligible product and learn more about returns, please visit our online returns center.
5. Is it safe to receive orders?
We are closely monitoring safe work practices recommended by the CDC and WHO. For guidance on Coronavirus, please refer to the World Health Organization website.
Some of the measures we are taking to ensure a safe work environment include additional disinfecting touch points, hand-washing multiple times a day and wearing gloves and masks as appropriate.
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