What happens if my package is missing?

Missing Package Policy

At Petclub247, we do our best to ensure your order is delivered safely and on time. If your package is marked as “delivered” but you have not received it, please review the following steps and policy:

Before reporting a missing package, please:

Verify the shipping address on your order confirmation.
Check around your property or building (including porches, side doors, garages, or with neighbors).
Allow up to 2-3 business days, as sometimes carriers mark packages as delivered a bit early.

Reporting a Missing Package

If your package is still missing after taking the above steps, please contact us within 30 days of the delivery date or latest tracking update. You can email us at [email protected] with your order number and any relevant details. We will see what we can do from there and place a claim with the carrier.

Resolution Options

If the carrier confirms the package was lost or misdelivered we may be able to either:

Offer a replacement (if the item is in stock), or
Issue a full refund.

If the package is confirmed as delivered to the correct address, and there's no evidence of carrier error or theft, we may not be able to offer a replacement or refund. However, we will review each case individually and do our best to assist.

*Once the tracking # expires, (usually within 4 months), we are no longer able to issue a refund or a reshipment.

Please note: We are not responsible for lost, stollen, or misplaced packages.

If you have history of getting packages stollen in the past, consider requesting a signature

required for your order in the Notes section at checkout.

Sometimes packages may get delivered to the incorrect address. Please check with your neighbors or carrier to see what might have happened. If you still cannot find your package within 3-5 business days after the tracking info shows delivered, let us know and we will see what we can do from there.

Missing packages must be reported within 30 days of "delivery date" or latest tracking update. Once the tracking # expires, (usually within 4 months), we are unable to issue a refund or a reshipment.