Shipping policy
Effective date: August 4, 2026
Last updated: August 14, 2026
Delivery overview. Orders are normally processed within 2–3 business days. Eligible orders in the contiguous United States receive free standard shipping and should generally allow approximately 9–16 business days from the order date. Alaska and Hawaii orders have a flat $9.99 standard shipping rate and should generally allow approximately 12–23 business days from the order date. Delivery times are estimates, not guarantees.
This Shipping Policy explains how Pet Like Family ("Pet Like Family," "we," "us," or "our") processes and ships orders placed through petlikefamily.com. By placing an order, you agree to the terms below.
1. SHIPPING DESTINATIONS
We currently ship to eligible delivery addresses in the 48 contiguous states and the District of Columbia, as well as Alaska and Hawaii, subject to acceptance at checkout.
We do not currently ship to Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa, the Northern Mariana Islands, other U.S. territories or possessions, or APO/FPO/DPO and other military addresses. Some P.O. boxes may not be serviceable. Orders submitted with an ineligible or unsupported address may be canceled and refunded.
2. ORDER PROCESSING
Orders are normally processed within 2–3 business days after payment authorization and any required order verification. Business days are Monday through Friday, excluding U.S. federal holidays.
Processing time is separate from transit time. Orders placed on weekends or holidays begin processing on the next business day. Processing may take longer during product launches, high-volume periods, severe weather, inventory discrepancies, address verification, fraud review, or other circumstances outside our reasonable control.
If we learn that we cannot ship within the time stated at checkout or otherwise promised, we will provide any notice, cancellation option, or refund required by applicable law.
3. SHIPPING METHOD AND ESTIMATED DELIVERY
Pet Like Family uses tracked standard shipping services selected according to the product and destination. The carrier or service may vary by order.
• Processing estimate: 2–3 business days before shipment.
• Contiguous U.S. estimate: 7–13 business days in transit, or approximately 9–16 business days from the order date.
• Alaska and Hawaii estimate: 10–20 business days in transit, or approximately 12–23 business days from the order date.
All delivery dates and transit times are estimates, not guarantees. They do not include delays caused by weekends, holidays, peak-season volume, customs or security inspections, weather, transportation interruptions, local carrier conditions, incorrect addresses, unsuccessful delivery attempts, or other circumstances outside our reasonable control.
Please do not place a time-sensitive order unless you can accommodate possible delays. Pet Like Family does not guarantee delivery by birthdays, holidays, trips, events, or any other specific date unless we expressly agree to that date in writing.
4. TRACKING INFORMATION
When tracking becomes available, we will send it to the email address or phone number provided at checkout. Tracking may not update immediately after a label is created, and international transportation or handoff to a local carrier may create gaps between scans.
A lack of a recent tracking scan does not, by itself, mean that a package is lost. Customers are responsible for monitoring tracking and promptly responding to delivery notices or carrier requests.
5. ORDERS WITH MULTIPLE ITEMS
Items from the same order may be processed, packaged, or delivered separately. You may receive more than one tracking number, and packages may arrive on different dates. A partial delivery does not necessarily mean that items are missing.
6. ADDRESS ACCURACY AND ORDER CHANGES
Customers are responsible for providing a complete and accurate recipient name, street address, unit or apartment number, city, state, ZIP code, email address, and phone number.
Contact us immediately if you notice an error. We will try to help, but we cannot guarantee an address change or cancellation after an order enters processing or fulfillment. We are not responsible for delay, non-delivery, or loss caused by an incorrect, incomplete, ineligible, or outdated address supplied by the customer.
If an order is returned, abandoned, refused, or undeliverable because of an address problem, failed delivery attempt, failure to claim the package, or inability of the carrier to contact the recipient, any refund or reshipment will be handled only after the merchandise is recoverable. Additional shipping charges may apply. Original shipping charges and carrier fees are nonrefundable except where required by law.
7. DELAYED SHIPMENTS
Passing the estimated delivery window does not automatically establish that a package is lost and does not automatically create a right to a refund or replacement. If tracking has not updated for 10 consecutive business days, contact us so we can review the shipment. Please also contact us if a contiguous U.S. order has not arrived within 20 business days after shipment or an Alaska or Hawaii order has not arrived within 25 business days after shipment.
We may ask you to confirm the address, check with household members or neighbors, contact the local carrier, or allow time for the carrier or fulfillment partner to complete an investigation. A refund or replacement generally will not be issued while a package remains in normal transit or before a reasonable investigation is completed, except where required by law.
For eligible U.S. shipments, we generally begin a formal lost-package resolution when the package has remained undelivered for more than 30 calendar days after shipment. During major peak periods, including Black Friday, Cyber Monday, and the Christmas season, this period may extend to more than 40 calendar days. These periods do not apply when the delay results from an incorrect or incomplete address, an unclaimed package, failed delivery, inability to contact the recipient, or another exclusion described in this policy.
If an eligible shipment is confirmed lost or remains undelivered beyond the applicable review period, Pet Like Family will offer an appropriate resolution, which may be a replacement or refund at our discretion, unless applicable law requires a particular remedy.
8. PACKAGES MARKED DELIVERED
If tracking shows "delivered" but you cannot locate the package, please:
• Wait up to 48 hours, because some carriers scan packages before final placement.
• Check all entrances, parcel lockers, mailrooms, reception areas, household members, and nearby neighbors.
• Contact the delivering carrier using the tracking number and request delivery details.
• Notify Pet Like Family within seven calendar days of the delivery scan if the package remains missing.
We will assist with a reasonable carrier inquiry. However, we are not responsible for theft, loss after confirmed delivery, or packages delivered to the address entered at checkout. Any refund or replacement in these circumstances is determined case by case and is not guaranteed, except where required by law.
9. FAILED, REFUSED, OR UNCLAIMED DELIVERY
The customer is responsible for accepting delivery and responding to carrier notices. If a package is refused, left unclaimed, or cannot be delivered after reasonable attempts, it may be returned, abandoned, or destroyed by the carrier. Pet Like Family is not responsible for resulting loss or fees when the cause is attributable to the recipient.
If the merchandise is returned and recoverable, we may offer reshipment at the customer’s expense or a refund of the recoverable merchandise value, less nonrefundable shipping, return, handling, and carrier charges, to the extent permitted by law and consistent with our Return Policy.
10. CANCELLATIONS
Cancellation requests must be submitted as soon as possible. We will try to cancel an order that has not entered processing or fulfillment, but cancellation is not guaranteed. Once an order has been processed, assigned to fulfillment, or shipped, it cannot ordinarily be canceled and must be handled under our Return Policy, if eligible.
Pet Like Family may cancel and refund an order if an item becomes unavailable, the shipping address is ineligible, the order cannot be verified, a pricing or listing error occurred, or fulfillment is not reasonably possible.
11. SHIPPING CHARGES
Standard shipping is free for eligible orders delivered within the 48 contiguous states and the District of Columbia. Standard shipping to Alaska and Hawaii costs a flat $9.99 per order.
Any applicable shipping charge is displayed at checkout before payment. Shipping charges are generally nonrefundable after shipment, including when delivery is refused or unsuccessful for a reason attributable to the customer, except where required by law or expressly provided in our Return Policy.
12. DAMAGED, INCORRECT, OR INCOMPLETE ORDERS
This Shipping Policy addresses delivery timing and transportation. Claims involving a damaged item, incorrect item, manufacturing defect, or confirmed missing item are governed by our Return and Refund Policy. Keep all packaging and submit clear photographs if requested so we can review the claim.
13. EVENTS OUTSIDE OUR CONTROL
Pet Like Family is not liable for reasonable shipping delays caused by events outside our control, including severe weather, natural disasters, epidemics, labor disruptions, war, civil unrest, government action, customs or security holds, transportation interruptions, carrier capacity limits, technology failures, or other force majeure events. We will still provide any notice or remedy required by applicable law.
14. YOUR LEGAL RIGHTS
Nothing in this Shipping Policy excludes, limits, or waives any right or remedy that cannot lawfully be excluded, limited, or waived. If this policy conflicts with applicable consumer-protection law, the law controls.
15. CONTACT US
For shipping assistance, email support@petlikefamily.com. Include your full name, order number, delivery address, tracking number, and a brief description of the issue. Please do not send duplicate requests, as doing so may slow review.
16. POLICY UPDATES
We may update this Shipping Policy from time to time. The version in effect on the date of purchase will govern that order unless a change is required by law. The effective date and last-updated date appear at the top of this policy.