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1. Can I change or cancel my order?

After you have placed an order, there is a limited time in which you can cancel it. To see if an order can be canceled:

1. Log in to Your Account.
2. Under the "Recent Order Status and History" section, locate the order you would like to cancel. If the status is "Pending – Modify this Order," click on this link to cancel the order.
3. Click the "Cancel Order" button. You will see a confirmation screen when the order has been canceled. We will also email you confirming the cancelation.
4. To modify the order, click on "Modify this Order." You will be given the option to cancel the existing order and start over with the same items in your Shopping Cart. You can then make the changes you would like and submit a new order.

If the "Cancel Order" and "Modify This Order" buttons do not appear, the order has been sent to our warehouse for processing and cannot be changed. You can return the order to any of our PETCO stores, or to PETCO.com. Please read our Return Policy.

2. One of my items is shipping from a third party/manufacturer, when will it arrive?

Items shipped by a third party generally ship within the timeframes specified on the product detail pages listed below the product name. Your Order Status email will also provide you with shipping information specific to your order if unanticipated delays occur. Once PETCO.com has been notified that your item has been shipped by the third party, you will receive an Order Status email that will include your tracking information.

3. The tracking information for my order shows it was delivered but I cannot find my package. What do I do?

We are sorry to hear that you are unable to locate your PETCO.com order. If you have not done so already, we encourage you to contact the shipper directly regarding your order. You can reach FedEx toll free at 800-GO-FEDEX (463 3339), or UPS at 800-PICK-UPS (742-5877). When calling FedEx or UPS, please have your tracking number readily available. If for any reason they are unable to assist you regarding your order, please contact PETCO.com Customer Relations toll free at 877-738-6742. Any of the agents will be more than happy to assist you.

Please note that USPS does not track the progress of your shipment, just delivery confirmation. USPS tracking often consists of only two statuses: "The USPS was electronically notified by the shipper to expect your package for mailing" and "Your package was delivered." Most areas will receive the package well within the delivery timeframe quoted, and we hope the lack of detailed tracking does not pose an inconvenience.

Please note that some circumstances may affect delivery of your order, such as weather conditions, whether your shipping address is a house or an apartment and whether deliveries can be left outdoors. FedEx, UPS or USPS policies for your area may dictate that your package be held at a local office until you pick it up in person. Please call your local FedEx, UPS or post office directly for the delivery policy for your area.

4. May I choose the color I'd like for a product?

We appreciate your desire to select items in a specific color. Unfortunately, due to various limitations, we are not always able to provide a choice. When an item comes in "assorted colors" and you are not presented with the option to select a color, this means the warehouse will select an available color for you. If the option is not presented on the web site, we cannot accommodate a personal selection of color.

5. My organization is tax-exempt. How do I request a sales tax refund?

Please fax your exemption certificate to 858-784-3489. If you have already placed your online order, we will issue a refund of the sales tax you were billed once your documentation has been verified. If you have not placed your order, we will email you when your documentation has been verified. You would then need to reply to that email with your Order Number. Once your order has been shipped and billed, we will issue a refund of the sales tax. Please note that the refund will be issued to the form of payment used for the order. You will receive an email confirming the amount of the refund when it has been processed.

6. Why didn't my Promotion Code apply to my order?

PETCO.com Promotion Codes may have exclusions. These exclusions are listed in the details of the offer. In most instances, Promotion Codes do not apply to the following: purchases of food; dog/cat litter; out of stock items, donations, Gift Certificates and Gift Cards; Aquatic Life; merchandise purchases through Bottomless Bowl & More subscriptions; shipping or applicable taxes. Additional exclusions may apply and will be noted on the product detail page. PETCO.com is required by law to charge applicable state tax on all orders shipped to states in which PETCO has a physical location. Promotion Codes are valid for one use per customer only. Promotion Codes cannot be redistributed or used in combination with any other offer. PETCO.com in its sole discretion may refuse to redeem any Promotion Code which it believes in good faith to be fraudulently or improperly obtained. Offers are valid at PETCO.com only.

7. I received the wrong item or a damaged item in my order.

We apologize that there have been problems with your order. Please contact our Customer Relations team at 877-738-6742. We will be more than happy to assist you. Please have your PETCO.com Order Number available when calling.

8. Do you ship outside of the United States?

PETCO.com has partnered with a trusted third-party company, iShopUSA, to fulfill orders for our international customers. Simply put any items you wish to purchase in your Shopping Cart and choose the "International Checkout" option. The items will automatically be transferred into an iShopUSA Shopping Cart. To complete the transaction, simply follow the instructions on the iShopUSA web site. Read more about International Shipping.

9. What is the "Bowl Price"?

The Bottomless Bowl Price is the discounted price for that particular item when you are enrolled in our Bottomless Bowl & More program. This is a service that allows you to have your favorite pet food and supplies automatically delivered right to your door. No more last minute trips to the store!

10. Do PETCO stores price match Internet prices?

Unfortunately, we are unable to match online prices at our stores. This is why we offer a disclaimer at the bottom of each web page stating online prices, offers and selection may vary from those of our retail stores.

11. How do I return my order?

You may return your PETCO.com order either to your local PETCO store or back to our warehouse. For detailed information, read our Return Policy.

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