Shipping policy

Shipping Policy

Last Updated: November 2, 2026

Thank you for shopping with Firm Pets at firmpets.com.

At Firm Pets, we are committed to providing a reliable, transparent, and convenient online shopping experience. Whether you're purchasing pet toys, accessories, aquarium supplies, or everyday pet essentials, we want you to understand how your order is processed, shipped, tracked, and delivered.

This Shipping Policy explains our shipping procedures, available delivery services, order tracking, and how we handle shipping-related concerns.

1. Order Processing

All orders are processed after payment has been successfully authorized and confirmed.

Order processing times may vary depending on product availability, order volume, fulfillment requirements, and other operational circumstances.

Please consider the following:

  • Orders placed on weekends or U.S. public holidays may begin processing on the next available business day.

  • Processing times may increase during holidays, promotional events, or periods of high demand.

  • Orders containing multiple products may require additional preparation.

  • Additional order verification may occasionally be necessary to ensure secure and accurate fulfillment.

Order processing time is separate from shipping transit time.

If an order cannot be fulfilled, we will contact the customer regarding available options, including an applicable refund.

2. Shipping Destinations

Firm Pets currently ships within the United States only.

Available shipping services are determined by the delivery address and displayed during checkout.

Shipping availability may vary depending on:

  • Delivery destination.

  • Product characteristics.

  • Carrier service areas.

  • Applicable shipping restrictions.

  • Fulfillment requirements.

We reserve the right to decline shipments to addresses that cannot be serviced by our available shipping carriers or fulfillment partners.

If an order cannot be shipped to the provided address after payment has been collected, we will contact the customer and arrange an appropriate resolution.

3. Shipping Methods and Rates

Available shipping methods and applicable delivery charges are displayed during checkout before an order is submitted.

Shipping costs may depend on:

  • Delivery destination.

  • Package dimensions and total weight.

  • Product type and handling requirements.

  • Selected shipping service.

  • Shipping carrier rates.

  • Applicable shipping promotions.

Any available free-shipping offers, promotional rates, or minimum-purchase requirements will be communicated on our website or during checkout.

Customers can review applicable shipping charges before completing their purchase.

4. Estimated Delivery Times

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

Delivery estimates may be provided during checkout, through order communications, or within shipment tracking information.

Please note:

  • Estimated delivery times do not include order processing unless expressly indicated.

  • Delivery schedules may vary between carriers and locations.

  • Weather conditions, transportation disruptions, holidays, and seasonal demand may affect transit times.

  • Delivery estimates are not guaranteed arrival dates unless expressly stated otherwise.

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

If your shipment experiences an unusual delay, our customer support team can assist with reviewing the available shipping information.

Nothing in this section limits rights or remedies available under applicable law for delayed or unfulfilled orders.

5. Order Confirmation and Tracking

After successfully placing an order through firmpets.com, an order confirmation may be sent to the email address provided during checkout.

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

Tracking details may include:

  • Shipping carrier.

  • Tracking number.

  • Current shipment status.

  • Estimated delivery information, if available.

Please allow time for tracking information to become active after a shipping label has been created or the package has entered the carrier's network.

Carrier tracking updates may not appear immediately.

If you have questions about your shipment, please contact our customer support team at downtoncanwell911@hotmail.com.

6. Accurate Shipping Information

Customers are responsible for providing accurate and complete delivery information during checkout.

Before placing an order, please verify:

  • Recipient's full name.

  • Street address and apartment or suite number, if applicable.

  • City and state.

  • ZIP code.

  • Contact information.

If you notice an error in your shipping details, please contact us as soon as possible.

Customer Support Email: downtoncanwell911@hotmail.com

We will make reasonable efforts to correct the address before shipment.

However, once an order has entered fulfillment or has been transferred to the shipping carrier, address modifications may no longer be possible.

7. Shipping Delays

Although we strive to provide dependable shipping services, occasional delays may occur.

Potential causes include:

  • Severe weather conditions.

  • Carrier network disruptions.

  • Transportation interruptions.

  • High seasonal shipping volume.

  • U.S. public holidays.

  • Product availability issues.

  • Natural disasters or other unexpected events.

If your order is delayed beyond its estimated delivery timeframe, please contact our customer support team with your order number.

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

Include your order number and any available tracking information.

Our customer support team may:

  • Review the latest tracking information.

  • Contact the shipping carrier where appropriate.

  • Investigate the delivery status.

  • Determine an appropriate resolution based on the circumstances.

If a shipment is confirmed lost, we will review the available options, which may include a replacement or refund, subject to applicable law.

9. Damaged Packages or Products

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

If an item arrives damaged, please contact our customer support team as soon as possible.

To help us evaluate the issue, provide:

  • Your order number.

  • A 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, we may offer a replacement, refund, or another appropriate resolution in accordance with our Return & Refund Policy.

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

10. Missing or Incorrect Items

If your order arrives with missing products or contains an incorrect item, please contact our customer support team promptly.

Include your order number and a description of the missing or incorrect merchandise.

We will review the order and shipping information to determine an appropriate resolution.

Depending on the circumstances, this may involve:

  • Shipping the correct product.

  • Replacing missing merchandise.

  • Providing an applicable refund.

  • Offering another appropriate resolution.

11. Multiple Shipments

Some orders may be fulfilled through more than one shipment.

This may occur because of:

  • Product availability.

  • Different fulfillment locations.

  • Packaging requirements.

  • Package size or carrier limitations.

When an order is divided into multiple shipments, the packages may arrive on different dates and may have separate tracking numbers.

Receiving one package does not necessarily indicate 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

A shipment may be returned to the sender due to circumstances such as:

  • Incorrect or incomplete shipping information.

  • Multiple unsuccessful delivery attempts.

  • Refusal of delivery.

  • Failure to collect a package when required.

  • Shipping carrier delivery restrictions.

If a package is returned to the sender, please contact our customer support team for assistance.

We will review the circumstances and discuss available options.

Additional shipping charges may apply when reshipment is necessary because of incorrect customer-provided information or other customer-directed delivery issues, where permitted by applicable law.

Any refund or reshipment decision will be handled in accordance with our published policies and applicable consumer protection requirements.

13. Packages Marked Delivered but Not Received

If carrier tracking indicates that your package was delivered but you cannot locate it, we recommend checking:

  • Your mailbox or parcel locker.

  • Your front porch or designated delivery area.

  • Nearby entrances or secure package locations.

  • Household members or other individuals at the address.

  • Building management or reception, if applicable.

  • Neighboring addresses where a delivery error may have occurred.

If the package remains missing, please contact us at downtoncanwell911@hotmail.com.

We will review the available tracking details and determine whether further carrier investigation is appropriate.

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

14. U.S. Shipping Restrictions

Certain products may be unavailable for shipment to particular states, territories, ZIP codes, or delivery addresses because of carrier restrictions, product specifications, or applicable requirements.

Restrictions may apply to:

  • Products with special shipping or handling requirements.

  • Items restricted by specific shipping carriers.

  • Locations outside available delivery service areas.

  • Products subject to destination-specific shipping limitations.

If a product cannot be delivered to your selected address, the applicable shipping option may be unavailable during checkout.

In some circumstances, we may contact you after an order is placed to discuss an alternative solution or arrange an appropriate refund.

15. Order Changes and Cancellations

If you need to modify an order, correct delivery information, or request cancellation, please contact us as soon as possible.

Email: downtoncanwell911@hotmail.com

We will make reasonable efforts to accommodate your request before shipment.

However, changes or cancellations cannot be guaranteed once an order has entered fulfillment or has been shipped.

Orders that have already shipped may be eligible for return after delivery under our Return & Refund Policy.

Firm Pets offers a 14-day return request window for eligible purchases, beginning on the date the order is received.

For complete return conditions and refund instructions, please review our Return & Refund Policy.

16. Shipping Policy Updates

Firm Pets may update this Shipping Policy periodically to reflect changes in shipping providers, fulfillment operations, available delivery services, or applicable legal requirements.

The latest version will be published on our official website at firmpets.com.

The revision date displayed at the top of this page indicates when the policy was most recently updated.

Where required by applicable law, appropriate notice will be provided regarding material changes.

17. Contact Information

For shipping inquiries, tracking assistance, delivery concerns, damaged packages, missing items, or other order-related questions, please contact us using the 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

Important: This business address is provided for general contact purposes and is not automatically an authorized return shipping location. Customers must contact our support team to obtain appropriate return instructions before sending merchandise back.

Thank you for choosing Firm Pets. We appreciate your business and aim to provide a clear, reliable, and convenient shipping experience.