Where do you ship from?

○  We are located in and ship from Virginia, and several states in the USA, depending on your location (so that shipping speeds are expedited!)

● How much is shipping?

○  Our standard US shipping cost is $0.00 - shipping is free!

● Can I return a crate for free?

○  Yes! We now offer free returns, we’ll pay for shipping back to our location. Reach out via email for a return label!

● I’ve contacted Pet Friends multiple times- no reply!?

○ Double check both your inbox and spam folders for messages from us.

● How do I track my package?

○  Every order placed in our store is processed for shipping within 24-48 hours of the order. Pet Friends provides USPS and FEDEX tracking numbers for every order. *

● How long does it take for an order to arrive?

○ This depends on the product ordered. Most of the items in our store are stored on-site, in Virginia, USA. Once shipped, it only takes your order a few days to arrive, via USPS or FEDEX. You’ll receive an email & tracking number when your order has shipped. If you're still not sure, just email us. We're happy to help! 


● My Order is listed as “Pre-Sale”, what does that mean?

○ If an item is listed as pre-sale it means we are selling, but will not ship until the product is in stock. If you purchase one of these items, you will not receive it by the date listed at checkout. You will receive a shipping confirmation email once we ship.  The delivery date at checkout is for items listed as “In-Stock”, and for items not listing the stock availability status. If you are unsure, reach out and we’ll chat!

My order isn’t the correct size, can I exchange?

○ Yes, we have exchange information below:

Make sure you send the item back to this address:

11101 Luxberry Court 
Manassas Va 20109

Once it arrives, We’ll send the replacement for free.

If you would like a refund, you can send it back for that as well (please see policy on refunds)


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*delayed orders will be promptly address