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FAQs

Home FAQs

#Frequently asked questions

Got questions? We’ve got answers! Explore our FAQ to find everything you need to know about orders, shipping, returns, and our products. At Pet Loco, we’re here to make your shopping experience as smooth as your pet’s fur.

How long does it take for home delivery?
We use trusted delivery partners such as USPS, UPS, and FedEx to ship most of our U.S. orders. Pet Loco reserves the right to use alternative carriers when it ensures faster or safer delivery for your items.
What courier do you use for deliveries?
We work with reliable shipping partners such as USPS, UPS, and FedEx to ensure your order arrives safely and on time. Depending on your location and the size of your order, Pet Loco may occasionally use alternative couriers to provide the fastest delivery possible.
Why am I being charged for delivery on my order when it states standard delivery is free?
Standard delivery is free on most Pet Loco orders that meet the minimum spend requirement. If you’re seeing a delivery charge, it may be because your order total doesn’t qualify for free shipping, your location falls outside our standard delivery zones, or you’ve selected an express or priority shipping option at checkout.
I haven’t received a dispatch email/email confirmation?
First, please check your spam/junk folder and make sure you entered the correct email at checkout. Orders can take a short time to process—your confirmation usually arrives within a few minutes, and the dispatch/shipping email is sent once your order is handed to the carrier. You can also check your order status via your order confirmation page (if you have the link) or by logging into your account. Still not there? Reach out to Pet Loco Support with your name and order number, and we’ll resend the email and confirm your order status.
Why does it not tell us on the website that the parts will be delivered by the branch?
At Pet Loco, all orders are shipped directly from our main fulfillment centers or trusted suppliers to ensure fast and reliable delivery. Because we don’t operate through local branches or physical stores, your items are dispatched from the nearest available warehouse based on product availability and location. This helps us keep delivery times short and ensures every order is handled with care.
Can I collect from a local store?
At the moment, Pet Loco operates exclusively online and doesn’t offer in-store pickup. All orders are shipped directly to your address from our fulfillment centers to ensure fast and convenient delivery. We’re always looking to expand our services, so store collection may become available in the future!
Do you deliver on Weekend?
No, our courier company do not offer the service to deliver on weekends currently.
Can you confirm you have received my return?
Once your return reaches our warehouse, you’ll receive a confirmation email from Pet Loco. Please allow a few business days after the parcel is delivered for our team to inspect and process your return. If you haven’t received confirmation after 7 business days, contact our Customer Support team with your order number and tracking details, and we’ll be happy to check it for you.
How long will it be before I get a refund?
Once we’ve received and inspected your return, your refund is typically processed within 3–5 business days. Depending on your bank or payment provider, it may take a few additional days for the funds to appear in your account. If it’s been more than 10 business days since your return was confirmed and you haven’t received your refund, please reach out to Pet Loco Support and we’ll help resolve it quickly.
Who pays for return postage?
If your item arrives damaged, defective, or incorrect, Pet Loco will cover the full cost of return shipping. For all other returns — such as unwanted or changed-mind items — the customer is responsible for the return postage. We recommend using a tracked shipping service to ensure your return reaches us safely.
Why have you not refunded the original delivery charge?
Delivery fees are only refunded when an order is returned in full or if the return is due to an error or fault on Pet Loco’s part (such as a damaged or incorrect item). If you kept part of your order or returned items for reasons unrelated to a fault, the original delivery charge isn’t refundable. Our goal is always to handle refunds fairly and transparently — if you believe there’s been a mistake, please contact Pet Loco Support for assistance.