Customer Service FAQ

How much of my purchase goes to the ASPCA?
All net proceeds from your purchase go to support ASPCA programs.

When will my order arrive?
In-stock items usually ship within 1 to 2 business days after receipt of order. Please allow up to 2 weeks for delivery.

Will I receive an order confirmation?
After placing your order, you will receive a confirmation email indicating the items you ordered and the total amount charged to your credit card. A separate email will be sent with tracking information when your items have shipped. If you do not receive a confirmation email, please call (888) ASPCA-10 (888-277-2210) weekdays 7:30 A.M. to 5:30 P.M. Eastern Standard Time.

How do I track my order?
When your order ships, you will receive an email indicating the status of your order, including ship date, tracking information and the status of any backordered items. The email will include instructions on how to use the tracking numbers provided. If you are having problems tracking your order, please call (888) ASPCA-10 (888-277-2210) weekdays 7:30 A.M. to 5:30 P.M. Eastern Standard Time.

Will I be notified if items in my order are not in stock?
Once your order has been processed, usually within 1 to 2 days after receipt of order, you will receive an email indicating the status of your order, including ship date, tracking information and any backordered items. You will receive another email once backordered items have shipped. For more information on backordered items, please call (888) ASPCA-10 (888-277-2210) weekdays 7:30 A.M. to 5:30 P.M. Eastern Standard Time.

How much is shipping?
Your shipping fee is based on your individual order, your location, and how fast you want to receive it. Actual shipping fees will be shown at checkout.

Do you offer express delivery?
In-stock items can be expedited to any street address within the continental U.S. for an additional charge. Orders must be received by 3:00 PM Eastern Standard Time to receive same day shipping. Expedited shipping options are available for street addressed deliveries and are as follows:

- UPS 3-Day Select: 3 business days
- UPS 2nd Day Air: 2 business days
- UPS Next Day Air: 1 business days

Express delivery to Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands, rural routes, post office boxes and general delivery addresses is not available.

How are orders shipped?
Packages are shipped using UPS and the U.S. Postal Service. All packages shipped via UPS ground please allows 3 to 7 business days for delivery.

Orders to addresses outside the continental U.S. are shipped via the U.S. Postal Service and may require longer shipping times. Duty and tax may be required by foreign governments, which is not charged when the order is payed for online. Fees will need to be paid when the items are delivered, the ASPCA is not responsible for the collection of said fees.

Payment for international shipments must be made in U.S. dollars.

Can I have my items gift-wrapped?
Each item can be individually gift wrapped for a flat fee of $5.00 per item. Gift wrap packaging will be determined based on item size as pictured above and can not be chosen based on customer preference. Gift wrap fee is non-refundable.

Check gift wrap box in shopping cart for those items that you wish to have wrapped. Fees will be added at check out. Each item is wrapped separately.

As always pet parents should monitor their pets around wrapped gifts and not allow them to play with wrapping materials which can be hazardous.

I don't live in the United States or Canada. Can I order from the ASPCA Store?
We welcome international orders. For orders outside U.S. and Canada, please call +1 434-385-7624. You can also email aspca-orders@mssfulfillment.com, and we will respond in a timely manner with delivery options and pricing.

What is your return and exchange policy?
Your satisfaction is important to us. If any product (with the exception of personalized items), for any reason, does not meet your expectations, you may return it for a complete refund, replacement or exchange within 30 days of receiving your order. Personalized items will not be refunded or exchanged. Items should be returned to this address:

ASPCA
C/O MSS Fulfillment
110 Vista Centre Drive
Suite 7
Forest, VA 24551

Please include your packing slip with the returned items. If you wish to replace a damaged item or exchange it for a different size, please indicate this on the packing slip. If you have any questions about returning or exchanging an item, call (888) ASPCA-10 (888-277-2210) weekdays from 7:30 A.M. to 5:30 P.M. Eastern Standard Time.

I don't want to give my credit card information online. Can I phone in an order?

To shop by phone toll-free: Please call (888) ASPCA-10 (888-277-2210) weekdays from 7:30 A.M. to 5:30 P.M. Eastern Standard Time. Please have item names and numbers ready when calling.

To shop by mail: Please mail us your order, including item name, item number, quantity and size, where appropriate. Please remember to include shipping costs for your order. For a shipping quote, please feel free to contact us at (888) ASPCA-10(888-277-2210) weekdays from 7:30 A.M. to 5:30 P.M. Eastern Standard Time. Mail your request to the address below, along with your check, money order or purchase order:

ASPCA
C/O MSS Fulfillment
110 Vista Centre Drive
Suite 7
Forest, VA 24551

To shop by fax: Credit card orders and purchase orders can also be faxed. Please fax your order to (434) 385-4996.

Contacting Customer Service:
To contact us, please call (888) ASPCA-10 (888-277-2210) weekdays from 7:30 A.M. to 5:30 P.M. Eastern Standard Time. You can also email us at aspca-orders@mssfulfillment.com or fax your request to (434) 385-4996.