Frequently Asked Questions
Ordering and payment
What payment methods do you accept?
You can pay by credit or debit card, Apple Pay or Google Pay or PayPal. Payments are processed securely by Airwallex, and we never see your card number.
Is checkout secure?
Yes. Pages are served over HTTPS and payments are handled by Airwallex. Your card number never touches our servers.
Can I change or cancel my order?
Contact us as soon as possible at support@petremedyusa.com. If the order has not yet been sent to the warehouse we can usually change or cancel it.
Will I get an order confirmation?
Yes. A confirmation goes to the email address you enter at checkout, followed by a shipping notification with tracking.
Shipping
Is shipping really free?
Yes. Shipping is free to any address in the United States.
How long does delivery take?
Orders are typically processed within one to two business days. Transit time depends on your location and the carrier, and tracking is emailed once your order ships.
Do you ship outside the United States?
At present we ship to addresses within the United States only.
Products, returns and support
What is your return policy?
Unused items in their original packaging can be returned within 30 days of delivery. Items that arrive damaged, defective or incorrect are replaced or refunded when you contact us within 14 days of delivery. See the Returns & Refund Policy for details.
What if my tank or glass item arrives damaged?
Take photos of the item and the packaging and email us within 14 days of delivery with your order number. We will arrange a replacement or refund.
Do products come with instructions?
Most items include manufacturer instructions. Read them before installing heaters, pumps, lights and other electrical equipment.
How do I contact you?
Email support@petremedyusa.com. We aim to reply within one business day.
Still need help? Contact us.