Shipping policy
Shipping Policy
Simon Says Pet, Inc. Last updated: August 24, 2026
We fulfill orders through a national network of fulfillment centers so your order ships from the location closest to you. This policy explains how processing, shipping, and delivery work.
Processing Time
Orders are processed within 1 to 2 business days (Monday through Friday, excluding holidays). Orders placed before 12:00 PM local warehouse time typically begin processing the same business day. Orders placed after the cutoff, or on weekends and holidays, begin processing the next business day.
During launches, promotions, and peak holiday periods, processing may take up to 3 to 4 business days.
Once an order enters processing, we cannot modify or cancel it. Please double-check your cart and shipping address before completing checkout.
Shipping Rates and Delivery Estimates
Shipping rates and delivery estimates are calculated at checkout based on your address and the options available for your order. Typical options:
| Method | Estimated Transit Time |
|---|---|
| Standard | 2 to 5 business days |
| Expedited | 2 to 3 business days |
| Priority | 1 to 2 business days |
Transit times are estimates from the ship date, not the order date, and are not guaranteed. Delivery estimates do not include processing time.
Free standard shipping promotions, when offered, apply to qualifying orders shipped within the contiguous United States only.
Where We Ship
We currently ship to all 50 US states and Washington, DC.
- Alaska, Hawaii, and US territories: available on select methods; transit times are longer and additional charges may apply at checkout.
- PO Boxes and APO/FPO/DPO addresses: standard shipping only. Expedited methods require a physical street address.
- International shipping: not available at this time.
Order Tracking
You will receive a shipping confirmation email with a tracking number once your order leaves the warehouse. Tracking may take up to 24 hours to show movement after the label is created. You can also track orders from your account page.
Split Shipments
Because we ship from multiple fulfillment centers, orders containing multiple items may arrive in separate packages, sometimes on different days. You will not be charged extra for split shipments. Each package has its own tracking number in your shipping confirmation.
Incorrect or Incomplete Addresses
You are responsible for providing a complete and accurate shipping address at checkout. We are unable to redirect packages once they ship.
- Packages returned to us by the carrier due to an address error can be reshipped at your expense, or refunded for the product cost less original shipping.
- Packages delivered to an incorrect address you provided are not eligible for refund or replacement.
Carrier Delays
Once a package is with the carrier, delivery timing is outside our control. Weather, carrier volume, and other disruptions can delay delivery beyond the estimates above. Shipping charges are not refunded for carrier delays.
Lost, Stolen, or Missing Packages
- If tracking shows no movement for 7 business days, contact us and we will open a trace with the carrier.
- If tracking shows delivered but you did not receive the package, first check with household members, neighbors, your mailroom, and around your delivery area. Carriers sometimes mark packages delivered up to 24 to 48 hours early. If the package has not appeared within 48 hours of the delivery scan, contact us within 7 days and we will work with you and the carrier to resolve it.
- Claims reported more than 14 days after the last tracking event cannot be processed.
We are not responsible for packages stolen after a confirmed delivery to the address you provided, but we will always do what we can to help, including filing a carrier claim on your behalf.
Damaged in Transit
If your order arrives damaged, contact us within 7 days of delivery with photos of the products, the packaging, and the shipping label. Do not discard the packaging until your claim is resolved. We will send a replacement or issue a refund per our Return & Refund Policy.
Perishables and Heat-Sensitive Items
Some consumable products are sensitive to extreme heat. During summer months, we may hold shipments briefly to avoid weekend transit, or recommend expedited shipping to certain regions. We are not responsible for product degradation caused by packages left outside after a confirmed delivery.
Pre-Orders
Some items can be reserved before they reach our warehouse. You pay when you place your order, and each product page shows when we expect it to ship. Pre-order items ship as soon as they arrive at our warehouse. If your order includes both in-stock and pre-order items, it may ship together when the last item arrives. If an expected ship date changes, we will email you the new date. You can cancel a pre-order for a full refund any time before it ships by emailing woof@simonsayspet.com with your order number.
Questions
Contact us at woof@simonsayspet.com with your order number and we will respond within 1 to 2 business days.
