Shipping & Delivery

Shipping & Delivery

Last Updated: November 3, 2026

Welcome to Firm Pets!

At Firm Pets, we are committed to making your online shopping experience convenient, transparent, and reliable. Whether you're purchasing pet toys, aquarium supplies, accessories, or everyday pet essentials, we aim to provide clear information about how your order is processed, shipped, and delivered.

This page explains our shipping procedures, delivery expectations, tracking information, and how to obtain assistance with shipping-related concerns when shopping through firmpets.com.

1. Order Processing

All orders placed through firmpets.com are processed after payment has been successfully authorized.

Processing times may vary depending on:

  • Product availability and inventory.

  • Order volume and fulfillment requirements.

  • Weekends and U.S. public holidays.

  • Seasonal demand and promotional periods.

  • Additional order verification, when necessary.

Orders placed during weekends or holidays may begin processing on the next available business day.

Please note that order processing time is separate from shipping transit time.

If an item becomes unavailable after an order has been placed, we will contact you regarding an appropriate resolution, including a refund where applicable.

2. Shipping Destinations

Firm Pets currently ships within the United States only.

We offer shipping to eligible U.S. delivery addresses based on carrier availability and product requirements.

Available shipping options will be displayed during checkout after you enter your delivery information.

Certain addresses, destinations, or products may be subject to shipping restrictions.

If we are unable to fulfill shipment to your address after an order has been placed, we will contact you to discuss the available options, including an appropriate refund.

3. Shipping Methods and Costs

Shipping methods and applicable charges are calculated and displayed during checkout.

Shipping fees may vary depending on:

  • Delivery destination.

  • Package weight and dimensions.

  • Product type.

  • Available shipping carriers.

  • Selected shipping service.

  • Applicable promotional offers.

Any available free-shipping promotions or discounted shipping offers will be displayed on our website or during checkout where applicable.

Customers can review applicable shipping charges before completing their purchase.

4. Estimated Delivery Times

Estimated delivery times depend on the selected shipping service, delivery location, product availability, and carrier operations.

Delivery estimates may be affected by:

  • Severe weather conditions.

  • Carrier transportation delays.

  • U.S. public holidays.

  • Seasonal shipping volume.

  • Remote delivery locations.

  • Unexpected logistical disruptions.

Delivery dates displayed during checkout or provided in shipping communications are estimates unless expressly identified as guaranteed.

We make reasonable efforts to facilitate timely order fulfillment and delivery.

Any applicable rights concerning delayed or unfulfilled orders remain unaffected.

5. Order Confirmation and Tracking

After successfully placing an order, you may receive an order confirmation at the email address provided during checkout.

Once your order has shipped, tracking information will be provided when available.

Tracking details may include:

  • Shipping carrier.

  • Tracking number.

  • Current shipment status.

  • Estimated arrival date, where available.

Please allow time for the shipping carrier to register your package and update its tracking system.

Tracking information may not become active immediately after shipment confirmation.

If you have questions about your order's tracking status, please contact our customer support team at downtoncanwell911@hotmail.com.

6. Shipping Address Accuracy

Customers are responsible for entering accurate and complete shipping information during checkout.

Please confirm that your shipping information includes:

  • Full recipient name.

  • Correct street address.

  • Apartment or suite number, when applicable.

  • City and state.

  • Correct ZIP code.

  • Relevant contact information.

If you discover an error after placing your order, please contact us immediately.

Customer Support Email: downtoncanwell911@hotmail.com

We will make reasonable efforts to update your shipping details before the order is dispatched.

However, address changes cannot be guaranteed once fulfillment or shipment has begun.

7. Delayed Shipments

Although we aim to provide reliable delivery services, shipping delays may occasionally occur.

Common causes include:

  • Carrier network disruptions.

  • Severe weather conditions.

  • Transportation interruptions.

  • Increased seasonal shipping demand.

  • Unexpected fulfillment delays.

  • Other circumstances outside our reasonable control.

If your shipment appears significantly delayed, please contact our customer support team with your order number.

We will review the available tracking information and help determine the appropriate next steps.

Any rights or remedies required by applicable law remain unaffected by these delivery estimates.

8. Lost Packages

If your package has not arrived within the expected delivery period, please contact us at downtoncanwell911@hotmail.com.

When contacting us, include your order number and any available tracking information.

Our customer support team may:

  • Review the available tracking information.

  • Investigate the shipment status.

  • Contact the shipping carrier where appropriate.

  • Determine an appropriate resolution based on the circumstances.

If a package is confirmed lost, we will review the available resolution options, which may include replacement or refund, depending on the circumstances and applicable law.

9. Damaged Deliveries

We recommend inspecting your package and its contents promptly upon delivery.

If your order arrives damaged, please contact our customer support team as soon as possible.

To help us review your request, provide:

  • Your order number.

  • A brief description of the damage.

  • Photographs of the affected product.

  • Photographs of the shipping packaging, where appropriate.

Please retain the original packaging until the issue has been reviewed, when reasonably possible.

Depending on the circumstances, an appropriate resolution may include a replacement, refund, or other assistance in accordance with our Return & Refund Policy.

When an approved return is required because of shipping damage, a confirmed product defect, or a fulfillment error, Firm Pets will cover the reasonable return shipping costs.

10. Missing or Incorrect Items

If your order arrives incomplete or contains a product different from what you purchased, please contact us promptly.

Include your order number, the name of the missing or incorrect product, and a description of the issue.

Our customer support team will review the order details and assist with an appropriate resolution.

Depending on the circumstances, this may include shipping the correct merchandise, replacing a missing product, or issuing an applicable refund.

11. Multiple Shipments

Some orders may be shipped in multiple packages due to product availability, fulfillment locations, packaging requirements, or carrier limitations.

When this occurs:

  • Packages may arrive on different dates.

  • Each shipment may have a separate tracking number.

  • Shipment notifications may be issued individually.

Receiving only part of an order does not necessarily mean that the remaining items are missing.

If you have questions about a partial delivery, please contact our customer support team.

12. Failed Deliveries and Returned Packages

Occasionally, shipments may be returned because of:

  • Incorrect or incomplete shipping addresses.

  • Unsuccessful delivery attempts.

  • Failure to collect a package when required.

  • Refused deliveries.

  • Shipping carrier restrictions.

If your package is returned to the sender, please contact us for assistance.

Additional shipping charges may apply if reshipment is required because of incorrect customer-provided information or another customer-directed delivery issue, where permitted by applicable law.

Any refund or reshipment arrangement will be handled according to our applicable store policies and legal requirements.

13. Packages Marked Delivered but Not Received

If your tracking information indicates that your package has been delivered but you cannot locate it, please check:

  • Your mailbox or parcel locker.

  • Front porch or designated delivery location.

  • Household members.

  • Building reception or management.

  • Nearby secure delivery areas.

  • Neighbors who may have received the package.

If you still cannot locate your order, please contact us at downtoncanwell911@hotmail.com.

We will review available shipment information and assist with determining the appropriate next steps.

A carrier delivery scan does not automatically eliminate any rights or remedies available under applicable law.

14. U.S. Shipping Restrictions

Certain products may be unavailable for delivery to specific states, territories, ZIP codes, or addresses because of product limitations, shipping carrier restrictions, or applicable legal requirements.

If a product cannot be shipped to the delivery address provided, the relevant shipping option may not appear during checkout.

If a shipping restriction is identified after purchase, we will contact the customer to discuss an appropriate resolution, including a refund when applicable.

15. Order Changes and Cancellations

If you need to update an order, correct your shipping information, or request a cancellation, please contact our customer support team as soon as possible.

Email: downtoncanwell911@hotmail.com

We will make reasonable efforts to accommodate eligible changes before shipment.

However, order changes and cancellations cannot be guaranteed after fulfillment has begun or a package has been transferred to the shipping carrier.

For orders that have already shipped, please refer to our Return & Refund Policy for information about eligible returns.

16. Returns and Refunds

If you wish to return an eligible product, please review our Return & Refund Policy.

Firm Pets offers a 14-day return request window for eligible purchases, beginning when the customer receives the order.

To request a return, contact our customer support team at downtoncanwell911@hotmail.com.

Customers should contact us before returning merchandise to obtain appropriate instructions and the designated return shipping address.

Return eligibility, return shipping responsibilities, and refund procedures are explained in our published Return & Refund Policy.

17. Contact Firm Pets

For shipping questions, order tracking, delivery concerns, or assistance with an existing purchase, please contact our customer support team.

Firm Pets

Official Website: https://firmpets.com

Customer Support Email: downtoncanwell911@hotmail.com

Business Address:

2169 Kyle Green Rd
Abingdon, MD 21009
United States

Important: Our business address is provided for general contact purposes and is not automatically an authorized return destination. Please contact our customer support team before sending merchandise back.

Thank you for shopping with Firm Pets. We appreciate your business and look forward to helping you find pet toys, aquarium supplies, and accessories for your animal companions.