Shipping Information

At Pet Food Gear Shop, we know you’re excited to get your new gear for your furry family members! Here’s how we get your orders to you:

Order Processing Time

All orders are processed within 1-2 business days after payment is confirmed. You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Timeframes

We ship globally (excluding some remote areas and parts of Asia). Please allow additional time for international customs processing.

  • Standard Shipping (DHL or FedEx) – $12.95
    • Delivery within 10-15 business days after shipment
  • Free Shipping (EMS) – Free on orders over $50
    • Delivery within 15-25 business days after shipment

Note: Delivery times are estimates and may vary due to factors beyond our control, including customs processing, weather, and carrier delays.

Returns & Exchanges Policy

We want you and your pets to be completely happy with your Pet Food Gear Shop purchase. If something isn’t quite right, we’re here to help!

Return & Exchange Timeframe

We accept returns and exchanges within 15 days of you receiving your order.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order
  2. Include your order number and reason for return/exchange
  3. We’ll respond within 1-2 business days with return instructions
  4. Package the item securely in its original packaging if possible
  5. Ship the item back to us at:
    Pet Food Gear Shop
    2963 Spinnaker Lane
    Chicago, US 60606

Return Request Email Template

Use this template when emailing us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Pet Food Gear Shop Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]
Product Name: [Product Name]
Reason for Return/Exchange: [Please describe]

Please advise on the next steps.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number (optional)]

Refund Information

Once we receive and inspect your returned item:

  • Refunds will be processed within 3-5 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless the return is due to our error
  • You will receive an email confirmation once your refund has been processed

Exchange Information

For exchanges:

  • We will ship your replacement item once we receive the returned product
  • If the exchange item costs more, you will be charged the difference
  • If the exchange item costs less, we will refund the difference

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

  • Biscuits, Cookies & Crunchy Treats (opened packages)
  • Brushes & Combs (for hygiene reasons)
  • Opened or used hygiene products

These items may only be returned if they arrive damaged or defective.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service as we cannot guarantee receipt of returned items without tracking.

Questions?

If you have any questions about our shipping or returns policy, please contact our friendly customer service team:

Email: [email protected]

We typically respond within 1-2 business days.