FAQs

Can you take my order over the phone?

We are not setup to take phone orders. Please order via petmate.com. If you need assistance placing an online order please contact a Petmate Consumer Services Team Member at 1-877-738-6283 who will be able to assist you.

How do I check the status of my order?

Login to your account or check your email for your order confirmation details and status link.

I have a promotion code. Where do I enter it to receive my discount?

On the checkout page, there is a box to enter a promo code. To add a promo code enter your promo code in the box under promo code and select apply. We regret that promo codes cannot be added to an existing or past order that has been placed. Promo codes may not be stacked or used in combination. Only one promo code may be used per order.

I'm making a purchase as a gift. Can you send a gift receipt?

Unfortunately we do not have an option for gift receipts.

What forms of payment do you accept?

We accept Visa, Mastercard, American Express, Discover, as well as PayPal.

Do you allow Tax-Exempt Purchases?

Some of our customers may make purchases that qualify for tax exemption. If your purchases qualify for exemptions, we’re here to help you. If you have tax-exempt status please contact a member of our Consumer Services Team to provide your tax-exempt information. Tax Exemptions are subject to review and approval based on state and local laws. You may email your information for review toconsumerservices@petmate.com

Shipping
Do you ship to Canada?

At this time, we only ship to the 48 contiguous United States.

How long before you ship out my order?

The majority of orders will leave our warehouse within 24 hours.

How will my order ship? How much will it cost?

Each order will have three shipping options, depending on the speed of delivery. Total shipping charges are automatically calculated during checkout prior to completing your order.

How can I change the shipping address on my order?

We’re so sorry, but once an order is submitted, we have no way to change it.

Returns
How do I return an item?

Please visit the returns policy link in the footer.

What do I do if my order is damaged in transit?

Please visit the returns policy link in the footer.

Do I have to pay for return shipping for a damaged item?

No! Please first contact the Petmate Consumer Services Team for further instruction for an item that was damaged in transit.consumerservices@petmate.com

Products
Can I order a specific color?

Several items come in assorted colors and will be labeled accordingly on that product’s detail page. If there are color options that you can select, you’ll be given the opportunity to choose when you add the item to your cart.

What is the warranty on your products?

We offer a warranty on select Petmate products. Any applicable warranties will be outlined on that product’s detail page.

Can I buy replacement parts for my Petmate products that I already own?

Yes! Please visit our replacement parts link in the footer.

Are your plastic kennels airline approved?

Each individual airline has their own set of pet travel requirements. In order to avoid delays at the airport on travel day, please contact your airline in advance of travel to ensure you have the correct size, type, and make of pet carrier that will meet their specific requirements.

Do I have to pay for return shipping to exchange an item?

No! Please first contact the Petmate Consumer Services Team for further instruction for an item that was damaged in transit.consumerservices@petmate.com

Can I submit a review on the product I recently purchased?

Feel free to post comments on our Facebook page at any time or select write a review by going to any product page.

What is Microban®?

Microban® antimicrobial protection helps prevent the growth of stain and odor causing bacteria on select products. The Microban brand is your assurance of continuous, durable, and effective antimicrobial protection that will provide an added level of defense against damaging microbes. Microban protection has undergone extensive independent laboratory testing and has a long history of safe use. The Microban additive is registered with the EPA and is NSF approved for food contact applications.

How do I know what size to buy for my pet?

Each product page will have sizing information for the type of pet the product is typically purchased for. On many items, we use weight as the key product differentiator, so if you know how much your pet weighs, that will be a good starting place.

Are dog and cat toys indestructable?

Though we consider our dog and cat toys to be some of the toughest and highest quality in the world, we still recommend that you supervise your pet during playtime, and remove the toy from your pet if it becomes damaged or parts become separated. Always monitor your pet any time new toys are introduced. No dog or cat toy is indestructible, and every pet interacts with its toys differently. Supervised play will go a long way to helping your pet's toys last longer.

Community
I am opening a pet store. Can I carry your products?

For more information on carrying Petmate products in your store, click on the contact us  link in the footer to send us an inquiry.

I run a non-profit organization. How do I request donations?

Due to the high volume of product donation requests received through electronic and regular mail, Petmate is unable to fairly select donation recipients without excluding equally deserving organizations and individuals. For this reason, Petmate only makes donations to the pet community through existing partnerships.

Are you hiring?

Visit our careers link in the footer to review any open positions.

How do I become a distributor?

Please visit our  contact us link in the footer to request information on becoming a distributor.

Where to Buy
I need one of your products today. Where can I go to buy them?

Use the store locator link in the footer to find a Petmate dealer near you.

How do I know if I'm purchasing a Petmate product from an Authorized dealer?

Because Petmate is committed to providing consumers with high-quality products, we sell our products through a network of authorized dealers. Only Petmate Authorized Dealers are able to properly demonstrate, give guidance, and provide after-sale support for Petmate products.

To ensure that you receive quality products when you purchase Petmate products, it is important that all your purchases of Petmate products be made only from Petmate directly or a Petmate authorized dealer. Only products purchased directly from Petmate or a Petmate authorized dealer will be covered by warranty and customer service support.

A number of retailers that sell our products are not Petmate authorized dealers. An unauthorized dealer may offer our products for sale via a retail store or the Internet. The products that they sell may be acquired through illegal methods or questionable business practices. The goods may be damaged, defective, used, or even counterfeit. These unauthorized dealers cannot offer full warranty support.

If you purchase a Petmate product from an unauthorized dealer, any Petmate warranty and customer service support will not be valid. Check your source or contact us and we will gladly direct you to a Petmate Authorized Dealer.