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Frequently Asked Questions

Q: When will my order be dispatched?

A: Orders are dispatched within 2 business days after an order is placed.

Q: Where are the orders shipped from?

A: All orders are shipped from our dispensing facility in UK.

Q: How long will it take for delivery?

A: Depending on the location, orders are delivered within 10-15 business days. In our experience, most orders are delivered within 10 business days but we do advise customers to allow for 15 business days from the date of shipment. If your order is not delivered within 30 business days, please contact our customer service team for assistance.

Q: How will I know that my order has been shipped?

A: A shipping confirmation email will be sent to you as soon as your order is dispatched. If you do not receive an email within 48 hours of placing your order, please contact our customer service team at

Q: How much are the shipping charges?

A: We offer Free Shipping Worldwide* on all orders irrespective of the size to most of the cities and regions, however we have to make special arrangements for some areas which are not covered by our postal/courier partners. In such cases, cost will depend on the weight and zone defined by our courier partners and customers will be charged accordingly. We do though offer tracked shipping too that comes at a cost of $6.99!

Please note that it may take up to 2 to 3 days, after the order is shipped, for the tracking numbers to be reflected in the tracking system.

Q: Can I change my order?

A: Yes! You can change your order anytime until it has not been shipped. To make any changes in your order, please contact our customer service team on phone at 1-800-304-1918, Mon-Sat, 9AM to 6PM CST or via email at at the earliest.

Q: Can I return my order?

A: Yes! You can return the order. We follow "No questions Asked" return policy and STANDBY by our 100% Money Back Guarantee. If for some reason you wish to return your order, please contact our customer service team within 5 days of delivery. No returns will be accepted unless authorised by our team. Please ensure that all returns are in their original packaging and in a sealed condition.

Note: We are not able to accept returns or issue refunds for any opened or used product.

Q: Can I cancel my order?

A: Yes. You can cancel your order anytime until it has been processed. Once processed, it would not be possible for us to cancel the order. Please contact our customer service team on toll free 1-800-304-1918, Mon-Sat, 9AM to 6PM CST or via email at at the earliest.

Q: How do I check the status of my order?

A: You can check the status of your order by logging into your account online and clicking on the order number. Alternately, you can contact our customer service team toll free 1-800-304-1918, Mon-Sat, 9AM to 6PM CSTand call customer service for resolution.

Q: How secure are my personal details?

A: At, we understand the importance of privacy and adhere to the rules of international privacy standards. We do not share your personal details with any third party unless required by law. Your personal information is totally safe and secure with us. For more information read our Privacy Policy.

Q: My order was delivered damaged, what do I do?

A: If your order was delivered damaged, please email us a picture and details at We will be in touch with you to resolve this to your satisfaction.

Q: I have forgotten my password, what can I do?

A: Please click on the ?Sign In? button on the Home Page. This will direct you to the Customer Login. Click on the ?Forgot Password? button there to receive an email with a link. By clicking on the link, you will be redirected to a new page. On this page, you can reset your password for your registered email id.

Q: Is shopping with secure?

A: Shopping online with is absolutely safe and secure. We do not share your private or credit card information with anyone. In accordance with the industry standards we have 256 bit encryption (SSL technology) on our payment gateways and we strictly adhere to the PCI (Payment Card Industry) standards. For more information see our privacy policy.

Q: How can I change my account details?

A: You can change your account information anytime by signing into your account and updating the relevant information. Alternatively, you can contact our customer service team for assistance

Q: Will I get a full refund on my returns?

A: You will receive a full refund of your order value within 4-5 business days.

Q: Will my return be accepted and refunded automatically?

A: At PetCareClub, we accept all returns. However, in case we haven't been contacted to have the return authorized and you do not have a return authorization number, we will not be able to issue a refund.

Q: Are your products genuine brands?

A: At PetCareClub, we only sell branded and genuine products sourced from authentic manufacturers across the globe. All our products are official versions manufactured by the same manufacturer who makes the equivalent product for the USA and other markets worldwide.

Q: What can I do, if my card keeps being declined, but my card is not overdrawn?

A: Some credit card companies do not permit card holders to make international transactions without prior approval. If your credit card is being declined, please try contacting your credit card company and ask them to enable transactions with successfully. You can even call our customer care executive for more information.

Q: Why does my credit card statement show a "foreign card fee" or International Fee along with my transaction with PetCareClub?

A: As we are a global supplier, we are based outside the USA. So, a small number of credit card companies impose a small "foreign transaction fee" on your purchase. This happens rarely, and if it does, it's usually only 1 or 2% and we're confident you will still be pleased because of the lowest price of our products. If you are unsure whether your credit card company imposes such a fee, you may wish to contact them before you order.

Q: Sometimes images on website are different from product received, why?

A: All images shown are for illustration purposes only. Actual product may vary due to product enhancement or supplier change. Sometimes, due to differences in monitors, colors of products may also appear different to those shown on the site. Also, some products may have an associated image only, which are for reference and illustration purpose only.

Q: What if I have more questions?

A: If you still have any questions or queries, you can always contact us. Our customer support desk is always happy to hear from you. You can anytime drop us an email or can call us on our toll free.