Frequently Asked Questions
Got a question? We've got you covered. If you don't find your answer here, contact us at support@petlix.org — we respond within 24 hours, every day.
🚚 Shipping
Where do you ship from?
Petlix ships from our dedicated fulfillment centers to get your order to you as fast as possible. All orders are processed and dispatched within 24 hours of purchase, and you'll receive a tracking number by email the moment your package ships.
How long does shipping take?
Standard shipping takes 7–12 business days. Most orders arrive within 10 days. We send tracking updates so you always know exactly where your package is. As soon as you order, watch for an email from us with your tracking link — usually within 1 business day.
Do you offer free shipping?
Yes! We offer free standard shipping on all orders over $35. Orders under $35 have a flat shipping rate applied at checkout.
Can I track my order?
Absolutely. You'll receive a tracking number by email as soon as your order ships. You can use it to track your package in real time. If you don't see your tracking email, check your spam folder or contact us at support@petlix.org.
Do you ship internationally?
We currently ship within the United States. International shipping is something we're actively working on — stay tuned!
🔄 Returns & Refunds
What is your return policy?
We offer a 30-day happiness guarantee. If you're not completely satisfied with your purchase for any reason, contact us within 30 days of delivery and we'll make it right — full refund, replacement, or store credit. No hoops to jump through, no questions asked.
How do I start a return?
Simply email us at support@petlix.org with your order number and a brief description of the issue. We'll respond within 24 hours with next steps. In most cases, you won't even need to return the item.
When will I receive my refund?
Refunds are processed within 3–5 business days of your return being approved. You'll receive a confirmation email once it's been issued. The refund appears in your account within 5–10 business days depending on your bank.
What if my item arrived damaged or defective?
We're so sorry if that happened! Please email us a photo of the damage at support@petlix.org and we'll send you a replacement immediately at no cost — no return required.
📦 Orders
Can I change or cancel my order?
We process orders quickly, but if you need to make a change, contact us at support@petlix.org as soon as possible. We'll do our best to accommodate changes before the order ships. Once shipped, we're unable to make changes, but our return policy still applies.
I haven't received my order confirmation email — what should I do?
First, check your spam or junk folder. If it's not there, email us at support@petlix.org with the email address you used to place the order. We'll look it up and resend your confirmation right away.
🔒 Payment & Security
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Shop Pay, Apple Pay, and Google Pay. All transactions are encrypted and processed through Shopify's secure payment system.
Is it safe to enter my credit card details on your site?
100% yes. Our store uses SSL encryption (the padlock in your browser bar) and all payments are processed through Shopify's PCI-compliant payment gateway. We never see or store your full card details.
🐾 Products
Are your products safe for pets?
Absolutely. Every product in our store is selected with pet safety as our top priority. We only carry products with pet-safe materials — no harmful chemicals, no sharp edges where they shouldn't be. If you ever have a concern about a specific product, email us and we'll give you a detailed answer.
Do products come with a warranty?
All electronic products (like our grooming kits and paw cleaner) are covered by our 30-day happiness guarantee. If something stops working as expected within 30 days of delivery, contact us and we'll replace it.
Still have questions? We're happy to help. Reach us anytime at support@petlix.org — we respond within 24 hours.