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Shipping, Returns, Local Deliveries and Route

Learn more about our different policies and delivery options.

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4) Local Delivery Policy

Shipping Policy

Shipping Policy

What states do you ship to?

We ship to the 48 Contiguous United States. We do not ship to Hawaii, Alaska, military bases or internationally.

How much is shipping?

All orders over $50 before taxes, fees and discounts get FREE shipping. If your order is under $50 Shipping will be a flat $7.95 fee.


Orders over 150lbs may incur an additional surcharge. Contact Customer support for details.

What shipping service do you use?

We're happy to use UPS for most packages and USPS (US Postal Service) for packages under 1lb.  Shipping time takes between 2 and 5 business days to arrive at your door depending on the carrier. Some orders are delivered by a Friendly Incredible Pets Local Delivery driver if your shipping address located in close proximity to one of our retail stores.

How soon will my order ship after it has been placed?

Orders placed Monday - Saturday are usually processed and shipped within 24 hours. Orders placed Sunday are usually shipped the following Monday.

Orders ship via UPS and USPS take between 2 and 5 business days to arrive at your door. 

Do you offer expedited shipping?

We do not offer expedited shipping at Checkout. IF you are interested in expedited shipping please place your order then contact Customer Service by phone or email Monday - Friday 9:00 am - 5:00 pm. We will be happy to calculate expedited shipping options for you.

Cancelation Policy

Cancelation Policy

How long to I have to Cancel my order?

Orders placed for Delivery/Shipping can be cancelled within 2 hours of placement. Any changes or cancellations after 2 hours will be treated as return. Email customercare@incredpets.com for any changes or cancellations to you order.

If your order has not shipped we will do our best to modify or cancel after the 2 hours window- but it cannot be guaranteed.

How do I cancel my Order?

You can email customercare@incredpets.com or Call Customer Service at 1-800-822-9759 Monday - Friday 9:00 am - 5:00pm for any changes or cancellations to you order.

TBD 1

We're happy to use UPS for most packages and USPS (US Postal Service) for packages under 1lb.  Shipping time takes between 2 and 5 business days to arrive at your door depending on the carrier. Some orders are delivered by a Friendly Incredible Pets Local Delivery driver if your shipping address located in close proximity to one of our retail stores.

TBD 2

Orders placed Monday - Saturday are usually processed and shipped within 24 hours. Orders placed Sunday are usually shipped the following Monday.

Orders ship via UPS and USPS take between 2 and 5 business days to arrive at your door. 

TBD 3

Orders placed Monday - Saturday are usually processed and shipped within 24 hours. Orders placed Sunday are usually shipped the following Monday.

Orders ship via UPS and USPS take between 2 and 5 business days to arrive at your door. 

Return  Policy

We want to make our return policy as convenient as possible for our customers. Our goal is to find the products that best suit the needs of you and your pet. We encourage you to ask questions and are happy to discuss any concerns you may have before or during checkout.

Picky Eater Guarantee

Explore new foods worry-free with our Picky Eater Guarantee! If the items you've purchased aren't a hit with your pet, we're happy to offer replacements hassle-free

  • We guarantee the following Dog and Cat food products: dry kibble, cans, wet pouches, frozen, refrigerated, freeze dried and dehydrated food, treats, and supplements. 

  • Food can be exchanged for a different product or gift card for original price paid at the time of purchase.

  • Limit of 3 Picky Eater Returns per customer per year.

  • The following brands are excluded from this policy: Blue Buffalo, Friskies, Fancy Feast, Hill's, Iams, Merrick, Nutro, Purina, Wellness.

We are committed to helping you provide the best nutrition for your pet! If you have any questions or concerns, please reach out to our customer care department for more information. Email customercare@incredpets.com or call 1-800-822-9759

In-Store Returns

  • Returns accepted within 30 days of purchase with a valid register receipt or Customer Loyalty Account purchase record.

  • Customer Loyalty Program Members have an extended period of 60 days to return purchases and do not need a physical receipt, if the purchase was made under the Loyalty Account number.

  • Refunds will be returned to the original payment method only. Cash refunds are not offered for credit or debit card purchases.

  • Checks are subject to a 10-day waiting period after purchase before a refund can be given. We can refund cash on a purchase paid by check after the 10-day period. Prior to 10 days, we can only give a store credit.

    Without a register receipt or Customer Loyalty Account record, only Store Credit can be issued.

  • All returned merchandise must be in original packaging in unused and saleable condition.

  • Open or used dog and cat food, treats, and supplements are subject to our Picky Eater Guarantee.

  • Defective items will be replaced only if they do not operate properly due to a manufacturer defect. Items are not defective if the desired results were not achieved, as behavior and other results are not guaranteed. (i.e. bark collars, repellents, etc)

  • Incredible Pets does not guarantee toys against destruction or chewing, and we do not give refunds for chewed or destroyed toys. Contact the manufacturer directly if you have questions regarding toy destruction guarantees.

  • Returns on Sale items and purchases using promotional, or coupon discounts can only be returned at the sale price paid on original purchase.

  • If you return items without receipt and the items are currently on sale or were on sale during the previous 30 days, only that published sale price can be credited.

Online Returns

  • Orders can be cancelled within 2 hours of placing them. After the 2-hour cancellation window all cancelled orders are treated as returns and will incur return fees as outlined in this policy.

  • Returns are accepted within 45 days of purchase. 

  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must be in the original packaging with tags attached.  

  • Open or used dog and cat food, treats, and supplements are subject to our Picky Eater Guarantee.

  • Defective items will be replaced only if they do not operate properly due to a manufacturer defect. Items are not defective if the desired results were not achieved, as behavior and other results are not guaranteed. (i.e. bark collars, repellents, etc)

  • Incredible Pets does not guarantee toys against destruction or chewing, and we do not give refunds for chewed or destroyed toys. Contact the manufacturer directly if you have questions regarding toy destruction guarantees.


  • To complete your return, we require a proof of purchase with your original order number. Email customercare@incredpets.com to start a return, or visit one of our store locations for free in store returns.    

  • Returns on Sale items and purchases using promotional, or coupon discounts can only be returned at the sale price paid on original purchase.

  • Return Fees: 

    In Store Returns are Free.

    Shipping Returns under 20lbs will incur a $7.95 return shipping fee, over 20lbs will incur an $10.95 return shipping fee. We will provide a pre-paid label and the return shipping fees will be deducted from the amount of the total refund.

    You may choose to purchase your own shipping label and the return fee will be waived.

  • If you are shipping an item valued over $50, you should consider purchasing your own label and using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, even if using a return label sent by Incredible Pets.

Next Day Delivery Policy

Coming Soon!

Explore new foods worry-free with our Picky Eater Guarantee! If the items you've purchased aren't a hit with your pet, we're happy to offer replacements hassle-free

Coming Soon!


Coming Soon!



Route Package Protection

What is Route?

What is Route?

Route is a package tracking and shipping protection provider. They support Incredible Pets by protecting our customers’ online orders from damage, loss, and theft. If something goes wrong, customers (that’s you!) can quickly and conveniently resolve their issue in just a few steps. And, they can track all their orders in one place via the mobile app. 

Why do I need shipping protection?

As more purchases are made online, more packages are getting lost in transit and stolen from doorsteps, and damaged by careless delivery companies. The costs can be devastating for consumers and family-owned businesses like ours.


Route offers the option to protect your online orders from damage, loss, and theft with licensed Shipping Protection. And if something happens, They're there to help with a fast, convenient resolution. 

What about my privacy?

Your privacy is our top priority. To track all your packages automatically, Route’s mobile app uses read-only access to your email account. This allows them to parse all the relevant shipping information (such as tracking number, shipping carrier, and order number) that we need to track your order in real-time in the app.

How Does it Work?

How does it work?

Every Time you place an order you have the option to protect it from damage, loss, and theft with Route Package Protection for a small fee. If something goes wrong with your package, you can quickly and conveniently resolve the issue in a few steps. 


Just open the mobile app, website, or Contact Customer Care and tell us what happened.  Then in an instant, a refund or replacement will be on its way. 


It’s a better, broader coverage than you get from the UPS and USPS alone—and guaranteed faster, more convenient resolutions, too.

What does Route cover that shipping carriers don’t?

UPS and USPS policies won’t cover theft. Once it’s delivered, it’s out of their hands—and they will only cover damage if it’s undeniable that they caused it, which can be difficult to prove. Lost packages have to be scanned, but never delivered. That means as long as your order arrives somewhere (even if it’s the wrong address) it may not be covered.


With UPS and USPS you're required to keep the packaging, retain the damaged item, provide the original receipt, complete their claim form, and occasionally bring the damaged item to a carrier’s local facility for inspection.

Route, on the other hand, covers a broader range of issues and offers a digital claims process that’s fast, easy, and convenient. In a few clicks you can submit a claim and select the resolution you want. We’ll reimburse you the full cost of your order, including shipping and taxes, or order you a replacement in a matter of moments.

How much does Route shipping protection cost?

The amount you spend to protect your order with Route is determined by your order’s subtotal. Typically, the fee adds up to a few dollars for orders under $100, and a small percentage of the order subtotal for higher priced orders.

Overall, it’s a small price to pay for the peace of mind that Route offers to ensure you and your order are well taken care of.

What does the Route claims process look like?

As soon as you file a claim on a Route-protected order in our Resolve Center, They assess the issue against Route’s policies to determine whether it qualifies under our coverage.

If it does, Route automatically initiates whichever resolution you selected during the claims filing process (a replacement order, refund, or store credit) If it doesn’t qualify, you’ll be notified that your request has been denied and why.

For any issue that cannot be automatically resolved, typically because essential information is missing from the claim, we have an efficient process to get the claim solved, usually in a matter of hours. The Route team reviews these issues and will reach out if needed to have your issue solved as quickly as possible.

Either way, everything should be wrapped up fast, so you can relax knowing a replacement is on its way or the money you spent is back in your pocket. Fast, easy, simple.


What if I don't use Route and my package is lost, stolen, or damaged?

If you opt-out of Route during checkout you still have options. Our Customer Care Team will file a claim with UPS for you. This process will include several photos showing:

The damaged item and how it was packaged inside the box

A photo of the damaged item

A photo of the packaging material used

A close-up photo of the shipping label with tracking number (generally starts with 1Z)

A close-up photo of the box manufacturer’s certificate (round stamp on outside of box)

Two photos showing all six sides of the package (one showing top and two sides, another showing bottom and opposite sides)


You will then need to hold onto damaged packaging and products for 7 Business days. UPS may require an inspection and does not alert us before attempting pickup. For opened cans please dispose of the food, rinse the residue, then save the cans with the rest of the damaged products.


Then UPS will review the claim which can take 7 business days or longer.

What if an item I ordered is not in the package?

In an effort to ship out orders as quickly our team may ship your order in multiple boxes. Check your email for order and tracking updates. You can also contact CustomerCare@incredpets.com for updates on your order.


If your have received all packages and are missing an item we will be happy to refund or reship the missing item, with or without Route Package Protection on your order. 

Refunds, Reorders, and Other Claims Resolution.

Replacements and Reorders.

If you select a reorder, you will receive a confirmation email from the retailer that includes your new order number as well as a receipt. Once the retailer fulfills the replacement order, you will receive another email with information about the shipping carrier (UPS, USPS), tracking number, as well as links to track your package via the carrier’s website and Route’s web tracking page. You may also use the Route mobile app to track your package and receive updates on its progress. Note: Route covers the entire cost of a replacement, including Shipping Protection on the reorder. Please file a claim if your reorder is lost, stolen, or damaged in transit.

Refunds

If you select a refund, the funds will be returned to your original payment method, as a balance to your PayPal, Google Pay or Apple Pay account.


Once your refund is processed, the refund should be reflected in your account within 5-7 business days.


Note: The total refund amount excludes the cost of Route Shipping Protection.

Gift Card

If you select a gift card, you will receive an email with the details of your digital gift card from the brand or retailer you originally purchased from. These funds can be used to purchase any item at the same retailer. To use the card, enter the details at the point of checkout.