Q: When will my order be shipped?
A: Online orders are processed Monday through Friday 9am to 5pm. Most orders are shipped within 48 hours of being placed, however orders placed Friday after 1pm PST/PDT will ship the following Monday as our shipping department is closed Saturday and Sunday. Items with longer processing and shipping times are marked at the top of the item page
Q: How long will it take to get my items?
A: We ship via UPS, FedEx or USPS Ground and it usually takes between 2 to 4 days to arrive to your address from the time the order ships. Items that ship directly from the manufacturer are noted on the product details page and may take longer to arrive.
Q: I noticed there is no option for expedited shipping and I was hoping to pay extra for overnight. How do I do this?
A: Expedited shipping is not currently available in our checkout process. Many of our items ship directly from the manufacturer and are only available for ground shipping. If you would like expedited shipping, please contact our customer care department and we can set up a custom shipping option if it is available for your items.
Q: I ordered for store pickup using expedited payment (Apple Pay, Shopify Pay, or Pay Pal). Why does my order say it is going to be shipped to my address if I selected in-store pickup?
A: The expedited payment methods automatically switch your order to shipping to your home address, however when we receive the order we still can see it was placed as store pickup. Our standard procedure is to process it as a store pickup and then we will call or email you to confirm that this is still correct.
Q: Can I order online and pick up at the store?
A: Yes! To place an order for in-store pickup, select the pickup location at the end of checkout. We will email a confirmation to you when your items are ready.
Q: The items I want to order aren’t available for store pickup. What should I do?
A: Items that are not available at the selected store must be removed from cart before you can proceed with a store pickup at checkout. The cart will prompt you with which items to remove.
Q: Do you accept returns on shipped items?
A: Yes, we accept returns for up to 45 days after the item was purchased. To start a return, please email customercare@incredpets.com. For complete details and procedures, take a look at our Return Policy.
Q: I purchased from Incredpets.com. Can I return items from that purchase to my local Incredible Pets?
A: Yes, any item purchased through Incredpets.com can be returned to any Incredible Pets retail store. Returning items in store can save time and money as we do not charge a return shipping fee.
Q: Do you offer free shipping?
A: Yes, we offer free ground shipping on all orders $50 or over.
Q: Where’s my package? UPS/FedEx says my package was delivered but I can’t find it.
A: FedEx and UPS drivers may accidentally mark a delivery complete before an order is actually delivered. If your order says delivered but you cannot find it, we recommend waiting up to two days for the package to be delivered. Be sure to look around the outside of your home or one of your neighbors’ homes as they may have delivered it to the incorrect address or left it in a less obvious location. If you have waited two days and still cannot find your package, please contact customercare@incredpets.com and we will contact the carrier on your behalf.
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CONTACT US and our Customer Care team will be happy to help answer your questions! We are a small, family owned business and we appreciate your support!
