Placing an Order

• Are there senior citizen or military discounts?

  No, we currently don't offer discounts for veterans or senior citizens. We truly value and appreciate the contributions of our senior citizens and veterans and hope to offer such discounts in the future.

• Can I add items to an existing order?

  Yes, you can. If your order has not yet been shipped, you can contact us at petwishpros.com/contact to make this update. If you are in a region where free shipping is available, you can place a new order, and we will combine them if possible.

• Can I add special delivery instructions to my package?

  No, we are unable to accommodate special delivery instructions for packages. If you select UPS at checkout, you can contact them to hold the package at a UPS store.

• Can I cancel my order after it has been placed?

  Yes, most orders can be canceled as long as they haven't been shipped yet. If the order has already shipped, you will need to return it. Please visit our contact page at petwishpros.com/contact for assistance.

• Can I change my address after I have placed my order?

  No, once an order is placed, the shipping address cannot be changed. However, if you have entered an incorrect address, please visit our contact page at petwishpros.com/contact to request a cancellation before the order ships.

• Can I get a refund if I’m not satisfied with my purchase? 

  We accept returns of unused items up to 30 days after delivery. Please review our return policy before ordering.

• Can I pick up my order?

  Yes, we offer a free local pickup option during checkout. Select this option and choose the nearest location for pickup. Please note that this service is only available in certain regions. We will notify you when your order is ready.

• Can I request a specific delivery date?

  No, we are unable to offer specific delivery dates for orders. However, once your order ships, you can check the courier's website for an approximate delivery date and make changes to the delivery time if supported by the courier and your local market.

• Can I ship to multiple addresses in one order? 

  No, each order can only be shipped to one address. If you need to ship items to multiple addresses, please place separate orders for each address.

• Can I use more than one discount code on my order?

  No, only one discount code can be applied per order. We recommend selecting the code that offers the greatest savings for your purchase.

• Can I use multiple forms of payment for my order?

  No, currently, we only accept one form of payment per order. However, we can combine store credit with your preferred payment.

• Can you help me with ordering?

  Our customer support team is happy to help you place an order. You can contact us via live chat, phone at (888) 407-7103, text us at (678) 336-8498, or visit our contact page at petwishpros.com/contact.

• Do I have to pay sales tax?

  Yes. Sales tax will be applied to orders shipped within Georgia and any state that requires sales tax on online purchases. Add items to your cart, and once you enter your shipping address, you'll see the total amount with sales tax included.

• Do I need to be there to sign for my order?

  In most cases, orders will be left at your door or inside your mailbox. Orders going to apartment buildings or businesses may be left at the front desk or in a parcel locker. Certain high-value orders may require a signature upon delivery.

• Do I need to set up an account to make an order?

  No, you can choose to checkout as a guest and still make a purchase. However, creating a Pet Wish Pros Account has benefits such as order tracking, saving addresses for faster checkout, and receiving exclusive offers and promotions.

• Do you accept manufacturer coupons?

  No, we do not currently accept manufacturer coupons.

• Do you do international shipping?

  Yes, we ship internationally. Please note that importation of the package is the responsibility of the buyer and may be subject to import duties, import policies, and additional transit time.

• Do you offer any loyalty or rewards programs? 

  No, we do not currently offer any loyalty or rewards programs. However, we offer our Autoship customers a locked-in 5% discount. Consider signing up for Autoship.

• Do you offer bulk discounts?

  Yes, we offer bulk purchase discounts for certain products. For more information, please visit our contact page at petwishpros.com/contact.

• Do you offer gift cards?

  No, we do not currently offer gift cards. However, you can purchase a product as a gift for someone by entering their shipping address at checkout.

• Do you offer subscription services for recurring purchases? 

  Yes, we offer Autoship, a subscription service, for certain products in our catalog. You can set up a recurring shipment schedule and receive your chosen product automatically at your desired frequency. Please select your Autoship preference before adding the item to your cart.

• Do you offer wholesale or bulk discounts?

  Yes, we offer wholesale and bulk discounts for certain products. Please contact our sales team at petwishpros.com/contact for more information.

• Do you price match?

  Yes, we offer price matching at our discretion. Please contact our support team with a link to the item and the competing price. The following criteria may apply: The item has to be in-stock and ready for shipping from the competitor. The price match is only applicable to items that are identica...

• Do you process tax-exempt sales?

  Yes, we do. Please visit our contact page at petwishpros.com/contact and provide your tax-exempt certificate. Our team will assist you with placing your order.

• Do you ship to APO/FPO addresses or PO Boxes?

  Yes, we ship orders to U.S. Post Office Boxes, U.S. Territories, and APO/FPO/DPO addresses. The weight limit for these destinations is 10 lbs.

• How can I get a discount?

  We typically only offer discounts on Autoship orders. All Autoship customers receive 20% off their first Autoship order and 5% off all subsequent orders.

• How can I track my order?

  We will send you tracking information and updates via email. Additionally, you can check your order's tracking information by logging in to your Pet Wish Pros Account.

• How do I apply a promo code or discount?

  To apply a promo code or discount, enter the code at checkout before submitting your order. The discounted amount will then be reflected in your total. Please note that only one promo code can be applied per order.

• How do I order my pet's veterinary diet food and treats?

  Add the item to your cart, and provide your pet and vet information at checkout. We will contact your vet for authorization. You can also email your vet’s referral to vetdiet@petwishpros.com. If we don't hear back from the veterinarian in 3 days, then we will cancel your order.

• How do I place an order?

  To place an order, browse our products and add the items you wish to purchase into your cart. Once ready, click the cart icon at the top right corner of the page. From there, review your items before proceeding to payment.

• How long does it take to get my order?

  Most orders arrive within 2-4 business days.

• I forgot to use my discount code! Can I still apply it to my order?

  We're sorry, but unfortunately, discount codes cannot be applied retroactively to an order. Please make sure to enter the code at checkout before completing your purchase. If your order hasn't shipped yet, you can request a cancellation and reorder with the discount code.

• I received a 'Back in Stock' email, but the item was still sold out when I tried to order. Why?

  When you sign up for restock email notifications, we update you as soon as possible, even if only a small quantity becomes available. Consider signing up for Autoship to prioritize availability. If issues persist, please contact our support team at petwishpros.com/contact.

• Is my payment information secure?

  Yes, we take the security of your payment information very seriously. We use industry-standard encryption to protect your personal and financial information during transmission and storage. Our checkout process is PCI-compliant, meeting the highest security standards set by the payment card indus...

• My credit card was declined.

  If your credit card was declined, please check that your billing information matches the information associated with your credit card. You can also try using a different payment method or contact your bank to ensure there are no issues with the card. Here are a few possible reasons for the decli...

• My discount code isn't working. What should I do?

  If your discount code isn't working, please review the expiration date and conditions to confirm its validity. Be cautious of third-party sites not affiliated with our company. Discount codes not issued by us are unlikely to be valid.

• My order is a gift. Do you include pricing information on your packing slips?

  No, we do not include pricing information on our packing slips.

• What currency are your prices in?

  All prices on our site are listed in USD unless otherwise noted, and our payment systems process transactions in the same currency. Currency conversion will be handled by your bank or credit card provider. Please be aware that we are not responsible for any fluctuations in exchange rates.

• What do I do if the product I want is out of stock?

  If a product is out of stock, the product page will allow you to sign up for notifications to be informed when it’s back in stock. Additionally, if you need help finding alternative products or sizes, please contact us at petwishpros.com/contact.

• What forms of payment do you accept?

  We accept all major credit cards, including Visa, Mastercard, American Express, and Discover. Additionally, we offer the option to pay with Shop Pay, Apple Pay, Google Pay, and PayPal for select orders.

• What personal information does Pet Wish Pros collect?

  We collect personal information such as your name, contact details, account credentials, order information, and usage data. This helps us provide and improve our services, process your orders, and communicate with you effectively.

• When will my payment method be charged?

  Your payment method will be automatically charged on the date of shipment for your order. Upon placing your order, you might observe a pending charge reflecting the total order amount. This pending charge will disappear within 24 to 48 hours after your order has been shipped.

• Where do you ship from?

  Most orders ship from our home base in Atlanta, GA.

• Who delivers my package?

  We use premium carriers including UPS, FedEx, and USPS. We automatically select the best carrier to ensure fast delivery. If you have a courier preference, please select your preferred courier at checkout.

• Why is expedited shipping offered for certain items but not others?

  Some of our warehouses don’t support expedited shipping, so we can’t offer that option for every item. If you need something quickly, reach out to us at petwishpros.com/contact before ordering.

• Why might my credit card not be working?

  If your credit card is encountering issues, ensure that the billing address matches the one associated with your credit card or bank account. Input the name and credit card number exactly as they appear on the card. Additionally, include the CVV, the 3-digit code located on the card's back, befor...

• Will I be notified if an item I ordered is out of stock?

  Yes. You'll be notified by one of our team members if a product in your order is out of stock. If available, we'll offer a substitute item in place of that item pending your approval. If there is no substitute available, your order will be canceled, and your payment will be refunded.

• Will I need to be home for my package?

  No, you do not need to be home for delivery.

• Will my pet insurance cover the cost of my order?

  Yes, certain products may be covered if they relate to the treatment of eligible illnesses or injuries recommended by your veterinarian. First, verify that your pet insurance provider will cover the item. Once confirmed, place an order with us and request reimbursement from them. We offer a varie...