Last updated: September 27, 2026
Below are the questions we receive most often. If you do not find your answer here, please reach us through the contact form at the bottom of our Contact Us page, by email at info@fetchazonline.com, or by phone at +1 817-874-4332. Our service hours are Monday–Friday, 9:00 AM–6:00 PM CT.
Orders and Payment
Q1. What do you sell?
Fetchazonline is an independent online retailer of pet supplies, focused on dog and cat food, treats, toys, and everyday essentials. We are not an authorized dealer or affiliate of any other pet brand.
Q2. Do I need an account to place an order?
No. You can check out as a guest. If you choose to register, please make sure your information is accurate and keep your login details secure.
Q3. What payment methods do you accept?
Visa, MasterCard, and PayPal. All transactions are settled in U.S. dollars.
Q4. Will tax be added at checkout?
No. We do not charge sales tax, and no tax is calculated or added at checkout. The price shown is the final amount you pay.
Q5. Is payment secure?
All payments are processed through a secure SSL encrypted connection. We do not store full card numbers on our servers.
Shipping and Delivery
Q6. Where do you ship?
We ship to the contiguous 48 United States only. We do not ship to Alaska, Hawaii, Puerto Rico, or any other U.S. territory. We also do not deliver to P.O. boxes, APO/FPO addresses, or international destinations.
Q7. How much is shipping?
Shipping is free within the contiguous 48 states, with no minimum order requirement.
Q8. How long until I receive my order?
Handling time is 1–2 business days, and carrier transit time is 3–5 business days. Total delivery time is typically 4–7 business days. Orders placed before 2:00 PM CT on a business day enter processing the same day; orders placed after that begin the next business day.
Q9. What is the daily order cutoff time?
2:00 PM Central Time. Orders placed after this time begin processing on the next business day.
Q10. Which carrier do you use?
We choose the appropriate carrier from USPS, UPS, and FedEx based on the destination state and the size of your package. The shipping confirmation email will tell you which carrier is handling your order, along with the tracking number.
Q11. How do I track my order?
After your order ships, we send an email with the tracking number and carrier name. You can track it directly on the carrier’s website. If tracking has not updated within 3 business days, please contact us.
Q12. Can delivery be delayed?
The 3–5 business days is the carrier’s estimated transit time, not a guaranteed delivery date. Weather, peak season, holidays, or unforeseen events can cause delays. If that happens, we will contact you with the information we have at that time.
Returns and Refunds
Q13. What is the return window?
30 calendar days from the date of delivery.
Q14. What condition must the item be in?
The item must be unused, in its original packaging, and free of damage caused by use.
Q15. Do I pay for return shipping?
No. We provide a prepaid return label, with no restocking fee and no replacement fee.
Q16. How do I start a return?
Email info@fetchazonline.com with your order number and the reason for return. We will reply with a prepaid return label and instructions. Print the label, attach it to the package, and hand it to the carrier shown on the label. Return address: Fetchazonline, 14025 Bates Aston Rd, Haslet, TX 76052, United States.
Q17. How long does a refund take?
We process the refund within 1–2 business days of receiving the return, back to your original payment method. Your bank or payment provider may take an additional 7–10 business days to post the refund to your account.
Q18. Can I exchange an item?
We do not offer direct exchanges. The fastest way is to return the original item for a refund and place a new order.
Q19. What if I receive a defective or wrong item?
Contact us within 30 days with your order number and photos. Once confirmed, we provide a prepaid return label, cover the return shipping cost, and process the refund on the same timeline.
Account, Privacy, and Other
Q20. Do you have a physical store?
No. Fetchazonline is an online retailer. Our Haslet, TX address is our operations and returns address, and it is not open for retail.
Q21. How is my personal information handled?
We collect name, email address, phone number, shipping address, payment information, IP address, browsing history, transaction records, device information, and cookie data. We use this information for order processing and shipping, customer service and after-sales support, and website optimization and data analysis. We do not sell your personal information, and we share it only with payment and shipping providers to the extent needed to complete your order. Full details are in our Privacy Policy.
Q22. How do I contact you?
Email info@fetchazonline.com, phone +1 817-874-4332, service hours Monday–Friday, 9:00 AM–6:00 PM CT. You can also use the contact form at the bottom of our Contact Us page. We do not provide customer support through social media or other platforms.
Q23. Do these policies and FAQs change?
Yes. If we update a policy, we will post the new version on the relevant page and update the Last updated date. Continued use of the site means you accept the updated terms.