Frequently Asked Questions.
Here are a few of the questions we get the most. If you don’t see what’s on your mind, reach out to us anytime on phone, chat, or email.
01. The order
What is the status of my order?
To check the status of your order, go to Orders. Here’s what you will see:
Preparing for Shipment: This means we’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information.
Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package.
Delivered: Your order has arrived! Orders are delivered 7 days a week before 10 p.m.
How do I cancel or change my order?
A message about current events: Our teams are focused on serving as many pet parents as possible, and due to high demand for essentials, including medication, we’re temporarily not able to change existing orders.
If your order hasn’t shipped yet, you can cancel it from your account. Go to Orders, click on the order you want to cancel, and click the “Cancel This Order” link.
If you need help canceling your order, please Send us a message with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund. We also accept returns within 365 days of purchase.
How long does it take to get my order?
Most customers can expect to receive their food and supplies within 1 to 3 days. Orders that require prescription approval or personalization may take longer to ship.
How much is shipping?
Orders over $49 ship free! All other orders ship for a Flat rate of $4.95.
Who will be delivering my order?
We ship via FedEx, UPS, USPS and other premium carriers to provide you with the fastest and most reliable service available.
Do you ship to P.O. boxes, APO/FPO addresses, or international addresses?
No – at this time we are unable to ship to P.O boxes, APO/FPO addresses, and international addresses. We currently only ship within the contiguous US.
How do I make a purchase?
To place an order, make sure you are logged in to your HPF account or create a new account.
Next, search for the items you would like to order. Use the search bar at the top of the page to search for products. Or, click “Shop by Pet” to browse different categories. Click on a product to see more details. To add the product to your cart, click on the orange button that says “Add to Cart.”
After you add something to your cart, you can keep shopping or check out. To check out, click on the orange button that says “Proceed to Checkout.” While you’re shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout.
On the checkout page, add or select your shipping address. At this time, we only ship within the contiguous U.S. Next, add your select your payment method. Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you’re ready, click the orange button that says “Place Order.” We’ll send you an email confirming your order.
When will my payment method be charged?
Your payment method will be charged automatically on the date the order is shipped. As soon as you place your order, you may see a pending charge for the total amount of the order. The pending charge will disappear 24 to 48 hours after your order ships. There’s no need to call or update anything online.
What forms of payment do you accept?
04. Returns, exchanges and complaints
How do I request a return or replacement?
Our return policy is simple and worry-free: If you’re not 100% unconditionally satisfied with your pet supplies, you can return them within 365 days of purchase. If you would like to request a return or replacement, please Send us a message with your order number.
We do not accept returns or exchanges on prescription medications. However, if the medication you received is incorrect or damaged, we will gladly exchange it for you or provide a refund on a case-by-case basis.
Housepetfood.com does not take title to returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return. In this situation, Housepetfood.com does not take title to the refunded item.
What is the status of my refund?