How long does it take for an order to arrive?

Please refer to our shipping policy page for further details. 

I ordered more than one item, but only received one... where's my order?

Some of our items ship separately from different locations so please do not worry if you do not receive all your items at once, they are on the way. 

How is my parcel sent and do I need to sign for my order?

Please note that all items are sent via a tracked service. Therefore you must provide a valid phone number for the courier company to contact you. You may also be required to sign for your parcel. We cannot deliver to a PO box so please ensure the address is a physical address. 

If for any reason the courier cannot contact you they will hold the package and try contacting you again for delivery. If they cannot contact you after multiple attempts and fail to deliver the parcel, it will be returned to us. In this instance the outbound and return shipment costs will be billed to you. Please note this figure will be a minimum of $30 up to a maximum of $50 depending on your location.

Are there any exchange rates or fees?

All our transactions are in USD. If your payment method is based in a different currency you may be charged an international transaction fee by your bank or card issuer. The exchange rate will be decided by your bank or card issuer. 

Will I be charged customs or taxes?

All prices displayed on our website are tax-free in USD, which means you may be liable to pay for any VAT, tariff, duties, taxes, handling fees and customs clearance charges required by your country for importing consumer goods. 

We do not collect this beforehand, and cannot give you an estimate of the cost - charges vary around the world. 

As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. 

How do I cancel or amend my order?

If you wish to cancel or amend your order you must do so before 11.59PM GMT on the day of purchase. Orders are processed very quickly in order to get your items to you as fast as possible therefore it is unlikely we will be able to make any changes to your order after this time. Once an order has been packed or shipped we are unable to cancel or amend your order. 

What do I do if my order arrives damaged or incorrect?

Please email us at support@petcaveco.com within 3 days of receiving your order with your order number, issue and photo of your item(s) and we will resolve the issue for you as quickly as possible.