FAQ
🐶 PetPals Club – FAQ
1. Orders, Shipping & Membership
Q: When will I receive my item?
A: Orders process in 1–2 business days.
- Ground: 3–7 business days
- Freight: 7–10 business days
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Next-Day / Second-Day: Available for in-stock items ordered before 1 PM EST, Monday–Friday.
Holiday closures include Christmas, New Year’s, Memorial Day, July 4th, Labor Day, and Thanksgiving.
Q: Do you ship internationally?
A: Yes, we ship internationally. Customs and import fees are the buyer’s responsibility.
Q: Do you ship to PO or APO/FPO boxes?
A: Yes, via USPS for smaller packages. Larger items may not qualify.
Q: My order shows as delivered but never arrived. What should I do?
A: Contact us within 5 days of the delivery date. Carrier investigations may take 3–10 business days, and we’ll provide a resolution once completed.
Q: What do I do if I receive damaged item(s)?
A: Please take a photo and email it to support@petpalsclub.com with your order number in the subject line. We’ll reply within 24 hours during business days.
Q: Can we pick up our order?
A: Yes. Local pickup is available by appointment, and walk-ins are welcome at our Jacksonville warehouse storefront Monday–Friday, 10 AM–4 PM.
Call 904-717-7057 to schedule.
2. Returns & Refunds
Q: What’s your return policy?
A: Returns accepted within 30 days for unused, unopened items. Opened consumables are not eligible.
3. Payments, Rewards & Taxes
Q: What payment methods do you accept?
A: Visa, MasterCard, Amex, Discover, and PayPal.
Q: How do I earn rewards?
A: Members earn 1 point per $1 spent, redeemable toward future orders.
Q: I have a tax exemption — what should I do?
A: Register an account, then email your certificate to sales@petpalsclub.com, referencing your account details.
Exemptions can be applied within 24 hours after processing, not after shipment.
4. Product & Retail
Q: Are your products authentic?
A: Yes. All products are authentic and sourced from authorized suppliers.
Q: Do you sell Made in the USA products?
A: Many items are proudly Made in the USA.
Q: Is there a store I can visit?
A: Yes. PetPals Club’s warehouse storefront is open Monday–Friday, 10 AM–4 PM.
We’re primarily online but welcome local visitors and pickups — call 904-717-7057.
5. Contact Us
📧 support@petpalsclub.com
📞 904-717-7057
🕒 Monday–Friday, 10 AM–4 PM