cats_n_dogs

FAQ's and Delivery Information

Do we also have a brick and mortar location? 

Yes, we do. We are conveniently located near Lincoln and I-25. We are just a few blocks West on Lincoln  at Yosemite in the Heritage Hills shopping center. 9231 E Lincoln Ave, Lone Tree Co 80124.


How do I contact customer service?

We offer customer service during our regular store hours.

Mon- Fri 9am-7pm

Sat 9am-6pm

Sun 10am to-5pm

Call us at 720-389-5171 or email us at info@petzlovefood.com


How much is shipping?

Orders within our delivery zone of $49 and over are FREE! Orders under $49 are a flat rate of only $4.99. Additional charges will apply for orders outside of out delivery zone.


What is our delivery zone?

Our delivery zone includes Lone Tree, Highlands Ranch, Parker, Castle Rock, and Franktown. Also, some Zip codes in Littleton, Englewood, Elizabeth, Aurora and Centennial. Delivery zones are determined by zip codes.

Orders under $49.99 will be charged a $4.99 fee for delivery.

Orders over $49.99 qualify for free delivery in the following zip codes: 80126, 80124, 80155, 80112, 80111, 80138, 80134, 80109, 80108, 80104, 80101, 80045, 80122, 80121, 80120, 80135, 80130, and 80129.

Orders over $49.99 will be charged a $4.99 delivery fee in the following zip codes: 80151, 80150,80113, 80110, 80165, 80107, 80161, and 80160. 

Orders over $79.99 will be charged a $4.99 delivery fee in the following zip codes: 80016, 80015, 80014, 80013, 80010, and 80016.

Orders over $79.99 will be charged a $9.99 delivery fee in the following zip codes: 80117, 80042, 80040, 80019, 80011, 80247, 80166, 80105, 80103, 80047, 80046, 80044, 80041, 80018, 80017, 80012, 80470, 80465, 80457, 80454, 80453, 80439, 80433, 80425, 80419, 80403, 80402, 80401, 80228, 80225, 80215, 80214, 80162, 80034, 80033 80021, 80007, 80006, 80005, 80004, 80003, and 80022.



What's Auto Delivery?

We do offer repeat delivery on a regular schedule. Currently, to set up a recurring order, you need to contact the store. 


How long does it take to get my order?

Orders placed by 12pm MST will usually be delivered the next day business day. WE DO NOT OFFER DELIVERY ON SUNDAYS. All other orders will be delivered within 48 hours. 


What if I order frozen items?

It is very important, when ordering frozen product, that the customer arranges for the items to be delivered and stored in an area in which the product will stay cold, and will be moved to a freezer promptly. 

In this case, you will need to contact us so we can arrange delivery while you are at home. You can also leave a well iced cooler on your porch, large enough to hold the items, while still allowing the cooler to close. Petzlove does not provide coolers or ice. Petzlove does not take responsibility for products left outside for a prolonged period of time.


What if I don’t see an item on line?

If an item is out of stock, the item will not be seen online. In this case, please contact us and we can let you know when the item will be available.  


Do we offer special orders?

In many cases, if there is a product that we do not carry, we may be able to get it for you. Contact the store.


Who will be delivering my order?

Orders are delivered directly to your door by a Petzlove associate. We do not use third parties for delivery. 


Do I need to be home when the item is delivered?

No. Your order will be left on your porch.


Do we offer shipping? 

Some items can be shipped through a third party company for additional shipping charges. Please contact the store for details. 


Do you charge sales tax?

Sales tax is charged. The tax is determined by the destination zip code. 


Do we honor Pet Manufacturer Frequent Buyer Programs?

Yes, we honor these programs and track your purchases for this. 


Returns

No returns will be accepted past 30 days of original purchase.


Returns on delivered items

Returns will be picked up with your next scheduled delivery, or the customer can also bring the item back to the store. 


Food and Bags of Treats

We offer a full guarantee on all of our quality pet foods and bagged treats within 30 days of original purchase. The food or treats must have at least 50% or more of the product remaining and still be in the original packaging. Returns cannot be accepted without the original packaging.


Clearance items

All sales are final on clearance/closeout items. No refunds.


Price changes 

If the price of an item you are retuning has changed, you’ll be refunded the price indicated on the sales record. Any sales made with coupons, rebates, or rewards will be refunded at the price paid on the receipt.  


We must be notified of intent to return the following items within 72 hours of delivery! No returns will be accepted beyond the 72 hour window.

  • Pet clothing – Sweaters/jackets, coats, boots
  • Leashes, collars and harnesses
  • Backpacks and carriers, etc. 
  • Pet furniture – beds, crate pads, cat furniture, etc…
  • Cages, crates, ramps, etc.
  • Grooming tools and brushes


All non- edible, returned items must be in original packaging/with tags attached, in re-saleable condition. Open or used items will not be accepted.


We DO NOT accept returns on:

  • Chewed or used Toys
  • Chewed or opened bones/chews
  • Worn or used collars and leashes
  • Worn or used clothing 
  • Worn or used bedding
  • Used, unsalable items
  • Clearance or closeout items-All sales final

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