Dog and Cat Products Common QA | Petmate |

Do you have questions about our products or our company? We’ve answered many of our frequently asked questions below. Can’t find what you’re looking for? Contact us, and we’ll be happy to fetch the answer.

Order Management

Can you take my order over the phone?

We are not setup to take phone orders at this time. Please order via or visit one of our retail partners to purchase our products.

Can I change or cancel my order that I placed online?

There is a 30-minute window after the order is submitted to change or cancel your order. After that time period, please visit our section on returns.

How do I check the status of my order?

Click on the order status link in the footer.

I have a promotion code. Where do I enter it to receive my discount?

On the checkout page, there is a box to enter this information.

I'm making a purchase as a gift. can you send a gift receipt?

Unfortunately we do not have an option for gift receipts.

What forms of payment do you accept?

We accept Visa, Mastercard and American Express, as well as PayPal.


Do you ship to Canada?

At this time, we only ship to the 48 contiguous United States.

How long before you ship out my order?

Orders will leave our warehouse within 48 hours.

How will my order ship? How much will it cost?

Each order will have several shipping options, depending on the size and speed of delivery. The various prices will be shown at checkout for you to select.


How do I return an item?

Please visit the returns policy link in the footer.

What do I do if my order is damaged in transit?

Please visit the returns policy link in the footer.

Do I have to pay for return shipping to exchange an item?

No! We’ll pay the ground shipping rate for you to return an item to us. For more information, please visit the returns policy link in the footer.


Can I order a specific color of dog toy?

Several items come in assorted colors and will be labeled accordingly on that product’s detail page. If there are color options that you can select, you’ll be given the opportunity to choose when you add the item to your cart.

What is the warranty on your products?

We offer a warranty on select Petmate products. Any applicable warranties will be outlined on that product’s detail page. For more information, select the “warranties” dropdown in the contact us link in the footer.

Can I buy replacement parts for my Petmate products that I already own?

Yes! Please visit our replacement parts link in the footer.

Are your plastic kennels airline approved?

Each individual airline has their own set of pet travel requirements. In order to avoid delays at the airport on travel day, please contact your airline in advance of travel to ensure you have the correct size, type, and make of pet carrier that will meet their specific requirements.

Can I submit a review on the product I recently purchased?

Feel free to post comments on our Facebook page at any time or select “product feedback/praise/usage” from the dropdown menu on the contact us link in the footer.

What is microban?

Microban® antimicrobial protection helps prevent the growth of stain and odor causing bacteria on select products. The Microban brand is your assurance of continuous, durable, and effective antimicrobial protection that will provide an added level of defense against damaging microbes. Microban protection has undergone extensive independent laboratory testing and has a long history of safe use. The Microban additive is registered with the EPA and is NSF approved for food contact applications.

How do I know what size to buy for my pet?

Each product page will have sizing information for the type of pet the product is typically purchased for. On many items, we use weight as the key product differentiator, so if you know how much your pet weighs, that will be a good starting place.


I am opening a pet store. Can I carry your products?

For more information on carrying Petmate products in your store, click on the contact us link in the footer to send us an inquiry.

I run a non-profit organization. How do I request donations?

Due to the high volume of product donation requests received through electronic and regular mail, Petmate is unable to fairly select donation recipients without excluding equally deserving organizations and individuals. For this reason, Petmate only makes donations to the pet community through existing partnerships. To learn more about our partners visit the Petmate about us page.

Are you hiring?

Visit our careers link in the footer to review any open positions.

How do I become a distributor?

Select the “distributor questions” from the dropdown menu on the contact us link in the footer to request information on becoming a distributor.

I need one of your products today. Where can I go to buy them?

Visit the find a retailer link in the footer to find a Petmate dealer near you.