Petoria Frequently Asked Questions (FAQ)

1. Where is my order?

Because we ship directly from our global partners to save you money, shipping usually takes [7–15] business days for US orders. Once your order ships, you will receive an email with a tracking number. Please allow 48–72 hours for the tracking info to update.

2. Why did I only receive one of my items?

At Petoria, we ship from multiple fulfillment centers. If you ordered several items, they may arrive in separate packages at slightly different times. Don't worry—the rest of your order is right behind it!

3. Can I return a bag of food or treats?

For the safety of all our furry customers, we can only accept returns on food or treats if the package is completely unopened and factory-sealed. Once a bag is opened, we cannot accept it for a return or refund due to health and safety regulations.

4. What is your return policy for toys and beds?

We offer a 30-day return window for unused and unwashed items in their original packaging. Please note that all returns are subject to a 20% restocking fee, and the customer is responsible for return shipping costs.

5. How do I start a return?

Please email us at [Insert Email Address] to receive a Return Authorization. Do not send your items back to the address on your shipping label; we will provide you with the correct return address for our processing center.

6. Can I cancel my order?

We aim to process orders as fast as possible. You may cancel your order within [12] hours of purchase. After that, the order may have already been processed or shipped, in which case you would need to follow our standard return process.

7. What if my item arrives damaged?

We are so sorry! If your item arrives broken or the food bag is punctured, please email us a photo of the damage within 48 hours of delivery. We will send out a replacement immediately at no extra cost to you.

8. My tracking says "Delivered," but it’s not here.

Sometimes carriers mark an item as delivered a day early. Please check with your neighbors or your local post office. If it hasn't turned up after 3 business days, please contact the carrier to file a claim, as Petoria is not responsible for stolen packages once marked as delivered.

9. How can I contact Petoria?

We are here to help! You can reach our customer support team at [Insert Email Address]. We typically respond within 24–48 business hours.