Welcome to PetSafe Store’s FAQ page! We’ve compiled answers to the most common questions about our premium pet products, shipping policies, and customer service. Our goal is to make your shopping experience as smooth as possible as you find the perfect solutions for your furry family members.

About Our Products

What types of pet products do you specialize in?
At PetSafe Store, we focus on high-quality, innovative solutions for pet safety, training, and comfort. Our product range includes crash-tested cat carriers, escape-proof dog fencing systems, interactive feeder toys, behavior-correcting collars, health-monitoring gear, and much more. We carefully select products that strengthen the bond between pets and their families.
Are your products suitable for all pet sizes?
Yes! We offer products in various sizes to accommodate pets of different breeds and weights. Each product page includes detailed sizing information and recommendations to help you choose the perfect fit for your pet.
How do I choose the right product for my pet’s needs?
Our website is organized by pet type (cat/dog) and product category to make browsing easy. If you need personalized recommendations, our pet-loving customer service team is happy to help at [email protected].

Ordering & Account Questions

How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Having an account allows you to track orders, save your shipping information, and view order history.
I forgot my password. How can I reset it?
Click on “Forgot Password” on the login page and enter your email address. You’ll receive instructions to reset your password shortly.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t been processed yet.

Payment Options

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure and convenient checkout.
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect your payment information and never store your full credit card details on our servers.
Why was my payment declined?
Payment declines can occur for various reasons, including insufficient funds, incorrect card information, or your bank’s fraud prevention measures. Please verify your information and contact your bank if the issue persists.

Shipping & Delivery

Where do you ship?
We proudly ship worldwide, excluding some remote areas and parts of Asia. During checkout, you’ll be notified if we’re unable to deliver to your location.
What are my shipping options?
We offer two shipping methods:
– Standard Shipping: $12.95 flat rate via DHL or FedEx (10-15 business days after dispatch)
– Free Shipping: For orders over $50 via EMS (15-25 business days after dispatch)
For time-sensitive orders like microchip-activated cat flaps or travel solutions, we recommend standard shipping.
How long does order processing take?
All orders are processed within 1-2 business days (Monday-Friday, excluding holidays). You’ll receive tracking information via email once your order ships.
Can I track my order?
Yes! Once your order ships, you’ll receive an email with tracking information. You can also check your order status by logging into your account.
What if my order is delayed?
While we make every effort to deliver within the estimated timeframe, occasional delays may occur due to customs processing or peak seasons. If your order is significantly delayed, please contact us at [email protected].

Returns & Exchanges

What is your return policy?
We stand behind every product in our collection. If you’re not completely satisfied, you may return items within 15 days of receipt for a full refund or exchange. Items must be in original, unused condition with all packaging.
How do I initiate a return?
Please email our customer service team at [email protected] with your order number and the items you wish to return. We’ll provide return instructions and any necessary authorization.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
How long does it take to process a refund?
Once we receive your return, refunds are processed within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment method and financial institution.

Contact & Support

How can I contact customer service?
Our pet-loving team is happy to help! Email us at [email protected] for any questions or concerns. We typically respond within 24 hours during business days.
What are your business hours?
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM (EST), excluding major holidays.
Where is PetSafe Store located?
Our headquarters is located at 31250 Courthouse Dr, Union City, US 94587. Please note this is not a retail location – we operate exclusively online to bring you the best selection of pet products from around the world.

Didn’t find the answer you were looking for? Our knowledgeable customer service team is always ready to assist you. Contact us at [email protected], and we’ll be happy to help!

PetSafe Store – Strengthening the bond between pets and families through thoughtful design and reliable service.