Frequently Asked Questions

What are your hours?

The phones are open Monday - Friday 7:30am - 10:30pm (EST) . If you need to contact us you can visit our Contact Us Page.


Where do I enter a coupon code? 

The coupon code (Discount Code) is entered on the shopping cart page during checkout.


How much does shipping cost?

PetBay is based out of the United States. We offer free shipping worldwide on all orders, regardless of location or order size. Shipping may take up to 2-4 weeks depending on your location.


When will my order be shipped? 

Please give us up to 5 business days to ship your order. Typical processing times take 2 days, however if we experience high volume, processing times may take the full 5 days.


Will I be given a tracking number with my order? 

Once your order is shipped you will be emailed all associated tracking information, so that you can follow your package as it makes it's way right to your doorstep.


Do you ship to my country?

We ship products worldwide to all countries for free, regardless of order size or location.


Do you offer samples of products you sell? 

We do not offer a sample program at this time, nor do we have samples of our products for distribution at this time.


I placed my order, but the money hasn't come out of my account yet? 

It may take up to a day for us to process payment for your order. We do not take payment until your order has been pulled to ensure you are not charged for items that may be out of stock.


What is your return policy? 

Return anything within 30 days for a full refund less UPS published shipping rate. Merchandise must be in new, saleable condition and in original packaging. On orders that were refused by the customer or were undeliverable, shipping fees will be deducted at UPS published shipping rate upon return of the order. You can view the full Refund Policy Here