HELP/FAQ
When should I expect to receive my package?
Packages being delivered in the United States will take about 1-3 weeks to arrive.
International orders may take 15-40 business days to arrive.
For questions or concerns about the delivery of your package please contact our customer support directly at indigopetco@gmail.com
Please note that it may take longer than usual to fulfill your order as we work to ensure the health and safety of our teams during COVID-19. We’ll send an email with tracking information upon shipment. Thanks for your patience.
Is there a shipping cost?
No!
Why isn't the tracking link working once I receive an email confirmation on the order?
Tracking information will be available 24-48 hours after processing your order.
SHIPPING & HANDLING QUESTIONS
I still have not received my package, What do I do?
Feel free to contact 24/7 at (pawslove.co@hotmail.com) with your order number, so that we can help you locate your order, and give you up-to-date shipping and tracking information.
The tracking states it has been "Delivered" but I have not received it yet. What do I do?
We want you and your pet to be able to enjoy your order! and if your package has been marked as “Delivered” and you haven’t yet received it, please feel free to contact our customer support team at (indigopetco@gmail.com).
You can contact the United States Postal Service (for domestic orders) directly for additional information, by using the USPS tracking number that was emailed to you.
Post Office does not have my package. What do I do?
If you or your local post office are having issues locating your package, please contact customer support at (pawslove.co@hotmail.com).
ORDERS & ADDRESSES
I have not recieved an email confirmation for my order?
Email confirmations will be sent out once we have printed the shipping label for the product and begin packaging. Please allow 24-72 hours to process orders for shipping.
If you do not receive your order confirmation after 72 hours, please contact our customer support team at pawslove.co@hotmail.com
Please note that it may take longer than usual to fulfill your order as we work to ensure the health and safety of our teams during COVID-19. We’ll send an email with tracking information upon shipment. Thanks for your patience.
Can I change my shipping address after placing an order?
Yes, you can change your shipping address prior to your package being shipped. Please contact Indigopetco customer support team at (indigopetco@gmail.com).
Can I change the shipping address after USPS has processed and shipped out my order?
We are unable to change the shipping address once it has been packaged and processed through USPS shipping facility. Make sure to provide your correct address so that you can receive your order. We are not responsible for orders that are delivered to the wrong address provided by the customer.
Exchange Policy:
We do not accept returns nor make refunds. Please, do not send items back without contacting us first because we may only work on exchanges.
Exchanges may be made for any item except for those that are personalized or customized.
The customer is responsible of contacting us within 7 days of delivery regarding any issues with their orders such as the item being defective or broken. We may always replace the item free of charge in case it's received in a defective condition.
FOR ALL OTHER QUESTIONS
Feel free to contact 24/7 at (pawslove.co@hotmail.com)