Contact information

Contact Information

Last Updated: November 2, 2026

Welcome to Firm Pets!

At Firm Pets, we value our customers and are committed to providing a convenient, reliable, and professional online shopping experience.

Whether you have questions about our pet toys and accessories, need assistance with an existing order, or require information about shipping, returns, refunds, or cancellations, our customer support team is here to help.

Please use the contact information below to reach us.

1. Customer Support

Store Name: Firm Pets

Official Website: https://firmpets.com

Customer Support Email: downtoncanwell911@hotmail.com

For efficient assistance, please provide a clear description of your inquiry.

If your question relates to an existing order, we recommend including your order number and the email address used during checkout.

Providing this information helps our team locate the relevant purchase details and review your request more efficiently.

2. Business Address

Firm Pets

2169 Kyle Green Rd
Abingdon, MD 21009
United States

Important: This is our listed business contact address and should not be considered an authorized merchandise return location unless our customer support team specifically confirms it.

For product returns, please contact us first to obtain the appropriate return instructions and designated shipping address.

3. How We Can Help

Our customer support team can assist with a wide range of store-related inquiries, including:

  • Product Information: Questions about pet toys, accessories, product descriptions, specifications, availability, and general suitability.

  • Order Assistance: Order confirmations, order status, fulfillment information, and purchase-related questions.

  • Shipping and Delivery: Available shipping methods, tracking information, delivery updates, delays, and missing packages.

  • Returns and Refunds: Return eligibility, return instructions, refund requests, and refund status.

  • Damaged or Incorrect Items: Assistance with products that arrive damaged, defective, incomplete, or different from those ordered.

  • Order Changes and Cancellations: Requests to update order information or cancel eligible orders before shipment.

  • Exchanges and Replacements: Information regarding eligible product exchanges, replacements, and availability.

  • General Inquiries: Questions about our online store, website functionality, shopping experience, and published policies.

We aim to review customer inquiries carefully and provide clear, helpful information.

4. Reporting an Order Issue

If you experience an issue with your order, please contact our customer support team.

Email: downtoncanwell911@hotmail.com

To help us review your request, include the following information whenever applicable:

  1. Your full name.

  2. Your order number.

  3. The email address associated with your purchase.

  4. A brief explanation of the issue.

  5. Relevant photographs if an item arrived damaged, defective, or incorrect.

Providing these details can help us investigate your inquiry and determine an appropriate resolution more efficiently.

For your security, please do not include account passwords, full payment card numbers, or other sensitive payment credentials in customer service emails.

5. Shipping, Returns, and Refunds

For additional information about our shipping practices, delivery procedures, order cancellations, returns, and refunds, please review the applicable policies published on our official website.

Website: https://firmpets.com

Our published policies explain:

  • Available U.S. shipping services and delivery procedures.

  • Order processing and tracking information.

  • Return eligibility and return instructions.

  • Our 14-day return request window for eligible purchases.

  • Refund processing and applicable conditions.

  • Order cancellations and modifications.

  • Procedures for damaged, defective, missing, or incorrect products.

If you need clarification regarding any policy, please contact our customer support team.

We aim to provide clear information and helpful support for questions related to your purchase.

6. Contact Firm Pets

We appreciate your interest in Firm Pets and look forward to assisting you.

Whether you're exploring products for your pets or need assistance with an existing purchase, please use the contact information below.

Firm Pets

Official Website: https://firmpets.com

Customer Support Email: downtoncanwell911@hotmail.com

Business Address:

2169 Kyle Green Rd
Abingdon, MD 21009
United States

For all customer service inquiries, please contact us through the email address listed above and include relevant order information whenever applicable.

Thank you for choosing Firm Pets. We appreciate your business and aim to make your online pet shopping experience straightforward, informative, and enjoyable.