Shipping

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.

For orders with prescription items customers can expect their order within 3-4 days. This accounts for the time to receive Vet Approval which is typically 1-2 days.

How much is shipping?

Our shipping is completely free—there are no additional charges for shipping on any 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 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.

Do I need to be there to sign for it?

Nope! If you're not home, the driver will leave your package at the door, inside your mailbox, or with your doorman.

What happens if my package gets lost?


All items purchased from pawandclawmart.com are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrie

Do you ship to P.O. boxes or APO/FPO addresses?

No – we are unable to ship to P.O boxes or APO/FPO addresses.

How do you ship fresh, refrigerated or frozen items?

We ship fresh, refrigerated and frozen items separately from other items in your order for the fastest delivery. We use insulated packaging and dry ice to keep items cold or frozen during shipping. The dry ice may be gone when your package arrives, but your items should still feel cold or frozen to the touch.