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After submitting your order, you will receive a confirmation email detailing your shipment. As items are shipped, we will send you emails detailing the shipments and tracking numbers. You can also keep track of your order and shipping information online.
UPS Package Tracking
Using your UPS shipment tracking number, you can check the status of your package by visiting the UPS web site or by calling UPS directly at 1-800-PICK-UPS (742-5877)
FedEx Package Tracking
Using your FedEx tracking number, you can check the status of your package by visiting the FedEx web site or by calling FedEx directly at 1.800.Go.FedEx (463-3339).
USPS Package Delivery Confirmation
Using your USPS shipment tracking number, you can confirm package delivery by visiting the USPS web site. 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. Call your local FedEx, UPS or post office directly for the delivery policy for your area.
Your complete satisfaction is important to us! Our return policy is simple. For your convenience, you can return merchandise to a Petco store or to petco.com.
Returns or refunds cannot be offered on Live Fish & Rock that you decide you do not want. Please ensure the Live Fish & Rock items you order are what you want before finalizing the order.
Returns to Petco Stores
Your local Petco store will gladly accept returns of merchandise purchased through petco .com within 45 days of the initial shipment date.
Before returning merchandise to a Petco store, print a "Returns to Store Receipt." (Please note that the packing slip that came with your shipment(s) cannot be used for a return to a Petco store, as it does not contain pricing information.)
The "Returns to Store Receipt" may also be accessed by visiting petco.com/storereceipt. Please have your order information available as you will be prompted to enter your order number, the Billing Address last name, and the Shipping Address ZIP Code.
No shipping charges will be refunded at the store. Please email us or call toll-free 877-738-6742 to obtain applicable shipping credit. Have the credit receipt handy.
Exchanges can be made at any store. If exchanging for a different item, you will receive credit for the amount paid as listed on your "Returns to Store Receipt." If you received an incorrect item from petco.com, you must return the item to petco.com for proper credit. Personalized products cannot be returned to a Petco store. Returns made after 45 days will be issued as store credit.
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Returns to Petco.com
For returns made within 45 days of the initial shipment date, we will issue you a refund in the form of your original payment method. For all returns made after 45 days of the initial shipment date, we will issue your refund in the form of a Petco.com eGift Card. Exceptions: Return of merchandise paid by Petco Gift Card or Petco eGift Card will be credited via an eGift Card only. Purchases of Gift Cards and eGift Cards are non-refundable.
To expedite your return, please ship item(s) and your packing slip, stating the reason for the return, to the following Petco warehouses:
Please allow 3-5 business days from merchandise receipt for your return to be processed. You will receive an email confirmation. Please allow up to 10 business days for your account balance to reflect the refund. This timeframe varies by bank. Personalized products cannot be returned, unless the result of a petco.com error.
If your return is the result of an incorrect shipment by petco.com, or a damaged or defective product, we will refund merchandise and shipping charges to your original form of payment. We will reimburse shipping charges incurred to return incorrect, damaged, or defective merchandise to petco.com, not to exceed the published UPS Ground rate for the weight of the package.
If returning merchandise for any other reason, you are required to pay all shipping charges to and from petco.com.
For your protection, please send your return via carriers who offer package tracking such as FedEx or UPS (be sure to retain your tracking receipt for future reference). Petco is not responsible for lost shipments. Shipping charges are non-refundable.
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