Shipping & Delivery

All products on Petfairs US site are shipped directly from our US warehouses, ensuring fast and reliable delivery.

Order Processing

Orders are typically processed within 1–3 business days after payment confirmation.
Once your order is shipped, a tracking number will be available in your account dashboard for real-time tracking.

Shipping & Delivery Time

Most orders are delivered within 1–5 business days.
We provide door-to-door delivery at no extra cost.
Delivery times may vary during holidays or due to unforeseen circumstances.

Shipping & Delivery Time

Most orders are delivered within 1–5 business days.
We provide door-to-door delivery at no extra cost.
Delivery times may vary during holidays or due to unforeseen circumstances.

Self-Pickup Option

You may choose to pick up your order from our US warehouses:
- West Coast Warehouse: 14928 Washington Dr, Fontana, CA 92335
- East Coast Warehouse: 64 Brunswick Ave, Edison, NJ 08817
Please confirm with customer service in advance which warehouse your items are available at, to avoid stock issues.
Note: Shipping fees will not be refunded if you choose self-pickup.

Packaging & Receiving

Products are shipped in standard protective packaging.
Upon receiving your order, please check that all items are in good condition.
If any damage or missing items occur, contact our customer service within 72 hours with your order number and photos.

For any questions about shipping or delivery, please visit our Orders & Tracking Page or contact service@petfairs.com.

About Shipping Protection

To provide a safer and more reliable shopping experience, Petfairs offers optional Shipping Protection through Xcotton, a third-party shipping protection service provider.

You may choose to purchase Shipping Protection during checkout. If selected, the applicable Shipping Protection fee will be added to your order total.

Shipping Protection applies to eligible products included in the protected order and provides additional protection against certain shipping-related risks.

All claims are reviewed and processed by Xcotton in accordance with its applicable Shipping Protection Terms and Conditions.

Shipping Protection Coverage

Loss Coverage

Domestic Packages

If your package is not marked as “Delivered” by the courier within 30 days from the shipment date, it may be considered lost.

Claims for these losses must be reported within 90 days of the shipment date.

International Packages

If your package is not marked as “Delivered” by the courier within 60 days from the shipment date, it may be considered lost.

Claims for these losses must be reported within 90 days of the shipment date.

Packages Marked as “Delivered” but Not Received

If your package is marked as “Delivered” by the courier but you have not received it, it may be considered lost if sufficient supporting documentation is provided.

Supporting documentation may include a carrier letter, police report, security camera recording, or other evidence requested by Xcotton.

Claims must be reported within 7 days after the courier tracking status is updated to “Delivered.”

For eligible loss claims, compensation may be provided in the form of a replacement or refund, subject to the applicable terms and compensation limits.

Damage Coverage

If your package is damaged during transit, you may be eligible for either a replacement or refund.

Compensation will not exceed the original purchase value of the covered product.

Damage must be reported within 7 days after the courier tracking information is updated to “Delivered.”

Photos of the damaged product, packaging, shipping label, or other supporting documentation may be required.

Mis-delivery by Courier

If your package is marked as “Delivered” but you have evidence that the courier delivered it to an address different from the shipping address specified in your order, please contact the carrier to request correction.

If re-delivery costs are incurred as a result of an eligible courier mis-delivery, those costs may be covered by Xcotton.

If the package cannot be located, the issue may be processed as a lost-package claim.

Mis-delivery claims must be reported within 7 days after the courier tracking status is updated to “Delivered.”

Delivery Delay

A delivery delay may occur when a covered package has not been delivered to its destination within the agreed delivery timeframe.

Eligible delayed shipments may qualify for compensation, subject to Xcotton’s applicable Shipping Protection Terms and Conditions.

For details regarding eligibility, compensation, limitations, and claim requirements, please visit: https://sp.xcottons.com/parcel#/terms/SP-delay

Compensation Limits

Compensation for eligible loss, damage, or delivery delay claims is subject to the applicable limits, conditions, and exclusions established by Xcotton.

Petfairs does not determine or guarantee compensation amounts. All claim eligibility, compensation limits, and final payment decisions are determined by Xcotton in accordance with its applicable Shipping Protection Terms and Conditions.

For complete information regarding compensation limits and applicable terms, please visit: https://sp.xcottons.com/parcel#/terms/SP-delay

Claim Reporting Periods

Claim deadlines depend on the type of shipping issue.

Domestic Package Not Delivered

A domestic package may be considered lost if it has not been marked as “Delivered” within 30 days of the shipment date.

The claim must be submitted within 90 days of the shipment date.

International Package Not Delivered

An international package may be considered lost if it has not been marked as “Delivered” within 60 days of the shipment date.

The claim must be submitted within 90 days of the shipment date.

Marked “Delivered” but Not Received

The claim must be submitted within 7 days after the tracking status is updated to “Delivered.”

Damaged Package

The claim must be submitted within 7 days after the tracking status is updated to “Delivered.”

Courier Mis-delivery

The claim must be submitted within 7 days after the tracking status is updated to “Delivered.”

Customers should report eligible shipping issues as soon as reasonably possible after discovering the problem.

How to File a Claim

If your protected shipment is lost, damaged, mis-delivered, or delayed, please submit your claim directly to Xcotton.

Xcotton Resolution Center

https://sp.xcottons.com/#/parcel/parcel-login

Email

support@xcottons.com

When filing a claim, you may be asked to provide:

Order information
Shipping Protection information
Tracking number
Proof of purchase
Shipping label
Photos of damaged products or packaging
Carrier documentation
Police report
Security camera recordings
Other supporting documentation requested by Xcotton

Providing complete and accurate documentation may help Xcotton review your claim.

Exclusions

Shipping Protection does not cover every shipping or product-related issue.

Examples of exclusions may include:

Incorrect or insufficient shipping information provided at checkout
Packages that have not actually been shipped, including tracking statuses such as “Pre-shipment,” “Label Created,” or “Shipment Information Received”
Goods detained or confiscated by law enforcement agencies or government authorities
Packages refused by the recipient or returned to the sender for reasons not otherwise covered
Product defects or damage that existed before shipment
Incorrect products, colors, styles, or sizes
Loss or damage caused by certain war-related events
Certain civil disturbances, riots, strikes, or similar events
Terrorist acts or politically motivated acts
Other circumstances excluded under Xcotton’s applicable Shipping Protection Terms

This list is not exhaustive.

Please refer to Xcotton’s applicable Shipping Protection Terms and Conditions for the complete list of exclusions.

Accurate Shipping Information

Customers are responsible for providing complete and accurate shipping information when placing an order.

Please carefully confirm your:

Recipient name
Shipping address
Postal or ZIP code
Telephone number
Other required delivery information

Loss or delivery issues caused by incorrect or insufficient shipping information may not be eligible for Shipping Protection compensation.

Cancellation

If your order has not yet been shipped, please contact Petfairs to request a refund of the Shipping Protection fee.

Once your order has been shipped, Shipping Protection cannot be canceled.

Third-Party Claims and Responsibility

Shipping Protection is provided and administered by Xcotton.

Xcotton is responsible for reviewing Shipping Protection claims and determining eligibility, required documentation, applicable compensation, and claim resolution in accordance with its applicable terms.

Petfairs may assist customers by providing relevant order or shipment information when necessary, but Petfairs does not independently approve or reject Shipping Protection claims.

Purchasing Shipping Protection does not guarantee that every claim will be approved.

All coverage is subject to Xcotton’s applicable Shipping Protection Terms and Conditions.

Need Help?

For questions about an existing Shipping Protection claim, please contact Xcotton:

Resolution Center: https://sp.xcottons.com/#/parcel/parcel-login

Email: support@xcottons.com

For questions regarding your Petfairs order before submitting a Shipping Protection claim, please contact Petfairs Customer Support.

For any questions about shipping or delivery, please visit our Orders & Tracking Page or contact service@petfairs.com.