❓ FAQs
Everything you need to know — answered honestly!
Where do you ship from?
We partner with carefully vetted suppliers around the world to bring you the highest quality pet products. This allows us to offer premium products at fair prices. Some items may ship internationally which is why delivery takes 7-14 business days.
Why did my items arrive separately?
If you ordered multiple products they may ship from different locations and arrive on different days. Don't worry — your full order is coming! Check your tracking emails for updates on each item.
I haven't received my tracking number yet — is something wrong?
Not at all! Orders take 1-3 business days to process before shipping. Once shipped you'll get a tracking email. Also check your spam folder just in case. If it's been more than 5 business days email us and we'll look into it immediately.
My tracking hasn't updated in a few days — should I be worried?
Tracking updates can sometimes lag 2-3 days especially for international shipments. If your tracking hasn't moved in more than 7 days email us at support@purelyessentialpets.com and we'll investigate right away.
My item arrived damaged — what do I do?
Email us at support@purelyessentialpets.com within 30 days with your order number and a photo of the damage. We'll send a replacement or full refund immediately — no return needed!
Are your products safe for my pet?
We carefully review every product before adding it to our store with your pet's safety as our top priority. Always supervise your pet with new toys and products. If your pet has specific health concerns always consult your vet.
Can I cancel or change my order?
Contact us within 24 hours of placing your order and we'll do everything we can to help. After 24 hours your order may already be in fulfillment and changes may not be possible.
Do you offer discounts?
Yes! Sign up for our email list to be first to know about sales, new products, and exclusive deals for our community.
How do I contact you?
Email us anytime at support@purelyessentialpets.com. We're real people who genuinely love pets and we respond to every single message within 24-48 hours Monday through Friday. No bots, no copy-paste replies — just real help! 🐾