Frequently Asked Questions

Q: Where is PetsLoaf located? 
A: Our warehouse headquarters is located in New York. We are a fully online based company.
Q: How do I check the status of my order? 
A: Upon placing your order, please allow up to 1 business day to have your order processed. Our fulfillment warehouses pack your ordered item(s) and ship the package(s) as soon as possible. Once your order has been shipped, you will receive a notification through email with your tracking number available. 
Q: How long does shipping take? 
A: Please allow 1 business day for your order to process, and then 3-5 business days until your order has reached its destination. Our fulfillment centers are located in New York, and we ship domestically or internationally. 
Q: How do I return my item? 
A: Please DO NOT send your item back prior to contacting us first. If you would like to return your item it must be in the same condition as it arrived. The item MUST be in its original packaging and unused.  We charge a 20% restocking fee for returned items.  


Q: How do I get in contact with Pets Loaf? 
A: You can get in contact with our team by sending a message on our live chat, email us at 


Q: Does Pets Loaf do exchanges/cancellations after I purchased my order? 
A: If you would like to exchange an item or cancel your order we leave a 24-hour window to make that decision. You can contact our customer service team by either email or phone. After we post a shipping label, we are unable to make any changes to your order since it has already left our warehouse.
Q: I ordered two products, but have only received one? 
A: Since we have a large assortment of products that are not stored in the same warehouse, it is possible that some products get shipped separately. Do not worry, it is quite normal that you receive a product a day or two before the other.
Q: I received a damaged item, can I return it? 
A: For any damaged items you would need to contact our customer support team by chat, email, or phone so we can investigate the issue. All products are covered by a 7-day warranty. We provide all the replacement parts needed, and instructions how to install them. For all other information please refer to our return policy. 


Q: Do you ship internationally? 
A: Yes! We can ship items currently to United States, Canada, and Europe. 
Q: Is your website secure with my personal information? 
A: Absolutely! We use SSL security to ensure all personal information is encrypted. We do not store your credit card information, and it will be used one-time only upon purchasing your product. We never store any information about our customers private details! 
Q: How do I order on your website? 
A: Simply find the product you're interested in and click the 'Add To Cart' button or use the 'Buy Now Button'. Once you fill in your shipping and billing information, we'll have your order shipped to you as soon as possible. 
Q: Does Pets Loaf provide quality guarantee for all the products? 
A: We provide our customers with a 7-day warranty on all products for any potential damages