FAQ

Frequently Asked Questions

How can I contact Peter & Co Pets?

You can contact us at support@petercopets.com.

Our customer support team aims to respond within 24–48 business hours, Monday through Friday.

Where do you ship?

Peter & Co. Pets currently serves customers in the United States, Canada, the United Kingdom, Australia, and New Zealand.

Shipping availability may vary depending on the destination and the products in your order. Please enter your shipping address at checkout to confirm whether delivery is available to your location.

We will update this list as we expand into additional markets.

Is shipping free?

Yes! Enjoy FREE standard shipping on all orders at Peter & Co. Pets.

Please note that international orders may be subject to customs duties, import taxes, VAT/GST, tariffs, or other charges imposed by the destination country. Unless otherwise stated at checkout, these charges are the customer's responsibility.

How long does shipping take?

Orders are typically processed within 1–4 business days after payment is confirmed.

After processing and dispatch, delivery usually takes an additional 7–14 business days, depending on your destination and the local delivery service.

This means the estimated total time from order placement to delivery is approximately 8–18 business days, excluding any additional delays.

Delivery times are estimates and may be affected by customs clearance, carrier delays, public holidays, weather, or other circumstances beyond our control.

You will receive tracking information by email once your order has shipped, where tracking is available.

Will I receive a tracking number, and how can I track my order?

Yes. Once your order has shipped, you will receive a shipping confirmation email containing your tracking number, where tracking is available.

Please allow some time for tracking information to become active after dispatch.

You can use your tracking number to monitor your shipment through the applicable carrier. If you have questions or need assistance, contact us at support@petercopets.com and include your order number.

What if my order arrives damaged, defective, or incorrect?

We're here to help if something isn't right with your order.

Please contact us at support@petercopets.com within 7 days of delivery. Include your order number and clear photos or videos of the item and its packaging, where applicable.

We will review your request and explain the next steps. Where appropriate, a replacement or refund may be arranged in accordance with our Refund & Return Policy.

Please refer to our full policy for eligibility requirements and instructions on how to submit a claim.

Can I change or cancel my order?

You may contact us to request an order change or cancellation within 12 hours of placing your order.

Please email support@petercopets.com as soon as possible and include your order number and requested change.

Orders may enter processing or fulfilment quickly, so we cannot guarantee that a change or cancellation will be possible once processing has begun or the order has shipped.

Please review our Terms of Service and applicable cancellation rights for further information.

What is your shipping policy?

You can find complete information about order processing, delivery times, tracking, international shipping, customs, and shipping delays on our Shipping Policy page.

What is your refund and return policy?

For complete information about returns, replacements, refund eligibility, and the refund process, please visit our Refund & Return Policy page.

What happens if I enter the wrong shipping address?

Please check your shipping information carefully before completing your order.

If you notice an error after placing your order, contact us immediately at support@petercopets.com.

We will do our best to help, but we cannot guarantee that an address can be changed once your order has entered processing or been shipped.

How do I know if my order has been received?

After you successfully place an order, you should receive an order confirmation email.

If you do not receive an order confirmation, please check your spam or junk folder first. If you still cannot find it, contact us at support@petercopets.com.

Is my payment information secure?

Payments are processed through secure third-party payment providers.

Peter & Co Pets generally does not have access to your complete payment card details. For more information about how your personal information is handled, please review our Privacy Policy.