Frequently Asked Questions - Fetch Pet Products

Frequently Asked Questions


Do you offer free shipping?

Free shipping is available on every order. For consumers, you’ll receive free shipping on orders over $20. For wholesale accounts, free shipping is available on every order that meets the minimum order amount. You can always contact us to see which promotions we are offering, too!

May I sell your products?

Yes! We’d love to partner with you and help grow your business. Please click here and fill out the form so we may set up a wholesale or distributor account for you.


How do I create an account?

Go to “My Account” at the top of the page and click “Register” to create a new account.

If you are a retail, wholesale or distributor account, please let us know you have registered so we can approve your account for special pricing.

How do I login?

Click “My Account” at the top of the page and login with your username and password you created with the account.

What if I forgot my password?

Click “My Account” at the top of the page and click the “Lost Password?” link under the Returning Customer login section.

How do I change/reset my password?

Login to “My Account” and click “edit your password and account details”.

How do I change my address?

Login to “My Account” at the top of the page and click “EDIT” next to your address. This will allow you to change your billing and shipping addresses. If you are changing this information after you have placed an order, contact us as soon as possible.


Do I have to pay sales tax?

Only consumers who purchase items in the states of Florida and New York will be charged sales tax. Tax mounts are based on your shipping location and vary by county. Our website automatically calculates sales tax when you enter a shipping location.

Retail, wholesale and distributor accounts do not pay sales tax but must enter a Sales Tax Exempt Certificate number during the account application process. Orders will not ship until we have received a valid Sales Tax Exempt Certificate number.

When will I be charged?

Your accounts will be charged within 24 hours of payment. Once we receive the funds, your items will ship within 1 business day.

When will I see a credit?

Typically, credits take 7-10 business days from the time we receive returned items. Contact us if you have not received your credit within that time. Depending on your bank, your credit may not show on your account until your next statement.


How can I check my order status?

Go to “My Account” at the top of the page. When you login, you’ll see a list of recent orders. Here, you can cancel an order, view, or pay. You may not edit orders after they have been submitted, paid or processed. Contact us for assistance if you need to cancel an order after payment.

How do I track an order?

After placing your order, you may click the “My Account” link to see the status of your order. Tracking numbers will be sent to the email address that has been given to Fetch at the time of your account setup.

You may also obtain a tracking number by clicking “Track Your Order” in the My Accounts links section on the bottom of the website. Enter the order number that was sent in your confirmation email, along with the billing email address. You will see an order status and a tracking number (when the items have shipped).

An item is missing from my order!

Track your order status. Be sure all of the items in your order have shipped already by using the tracking numbers. If the packages are showing a status of “delivered”, contact us for assistance at

I received the wrong product

If you feel you have received the wrong product, please contact us within 72 hours of receiving product.


How are shipping rates calculated?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the checkout page. You will be offered shipping method choices. Prices are based on case size, weight, quantity, and carrier rates.

Can I qualify for free shipping?

If you meet minimum order requirements, you may have the option to select “free shipping” at checkout. For Consumers, this is a subtotal of $20 or more. For Wholesale accounts, every order qualifies for free shipping if it meets minimum order requirements.

Where do you ship?

We may offer international shipping. Add items to your cart and proceed to checkout to see if your country is supported. Buyers are responsible for shipping charges as well as taxes and duty costs to bring items into your country. Please read our Terms & Conditions before placing an order outside of the 48 contiguous United States.