Shipping policy

Thank you for shopping with Petxway! We are committed to getting your order to you as quickly and safely as possible. Please review our shipping policy below.

ORDER PROCESSING

  • Processing Time: All orders are processed within 2–3 business days (Monday - Friday, excluding public holidays).
  • Confirmations: You will receive two key emails from us:
    1. An Order Confirmation email immediately after you place your order.
    2. A Shipping Confirmation email, including your tracking number, once your order has been dispatched.

SHIPPING RATES & DELIVERY ESTIMATES

We currently only ship to addresses within the United States.

  • Free Shipping: We are pleased to offer free standard shipping on all orders.
  • Delivery Times: Your estimated delivery time depends on the origin warehouse of the item(s) in your order. To confirm the shipping origin for your items, please contact us at info@petxway.com.
    • From US Warehouse: Estimated delivery in 3–7 business days.
    • From International Warehouse: Estimated delivery in 7–14 business days.

TRACKING YOUR ORDER

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number. Please allow up to 48 hours for the tracking information to become active and update in the carrier's system.

ORDER CANCELLATIONS & ADDRESS CHANGES

Requests for cancellations or address changes must be made within 12 hours of placing your order. While we will do our best to accommodate you, we cannot make changes once an order has been sent to our warehouse for processing.

LOST OR STOLEN PACKAGES

Petxway is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.

REFUNDS, RETURNS, AND EXCHANGES

We only accept returns for items that are Incorrect, Damaged, or Defective. To initiate a return, you must contact us within 14 days of delivery.

  • Condition: To be eligible for a return, your item must be unused and in its original condition and packaging. Please email us at info@petxway.com with your order number and a photo of the item’s condition to begin the process.
  • Return Shipping: For eligible returns, we will provide a return shipping label at no cost to you.
  • Refunds: Once we receive and inspect your return, we will issue a full refund for the order amount to your original payment method. Any expedited or paid shipping charges are non-refundable.

For complete details on the process, please review our full Return & Refund Policy.

QUESTIONS?

If you have any further questions, please do not hesitate to contact us at info@petxway.com.