We know you can’t wait to receive your new Closer Pets product(s), so here’s what to expect when you click that all-important ‘order’ button – along with our returns information, should you need it.
Once we’ve received your order and payment, we’ll pick, pack, and send out your products the next working day (or on the same day for USA or CAN expediated orders placed before 12pm CST). We’ll keep you in the loop with email updates – so you’ll know exactly when to expect your pet’s new gadget(s)!
You can read our delivery and returns ‘fine print’ here, but here’s the main info you need to know:
Where do you deliver?
We proudly deliver across the USA and Canada. We’ll soon be delivering to Mexico and other North American locations too, so watch this space!
If you live outside these areas, all is not lost! Get in touch with our helpful customer service team, who may be able to point you in the direction of an authorized retailer near you.
Select items currently have Guaranteed Express Delivery, this promotion is only available with certain products and cannot be combined with other products not included in the promotion (look for the Express Delivery badge with a $5.00 Credit Guarantee). However, any orders over $35.00 qualify for free economy shipping.
When will my order arrive?
Please note: Days shown are from the date of dispatch and all delivery timescales are subject to product and availability.
- Ground and economy delivery (USA): 7-10 days.
- Ground and economy delivery (CAN): estimates will be provided by carrier once your order has shipped you will receive an updated ETA from the carrier. Select items may have additional charges applied at checkout for import and duty fees, as well as handling charges. If you have any questions related to your order please contact us prior to submitting the order for explanation.
- Expediated Delivery (USA): shipping times will be provided by carrier depending on method chosen and apply if ordered before 12pm CST on Monday-Thursday. Orders made before 12pm CST on a Friday may not be received until the next working day. Once your order has shipped you will receive an updated ETA from the carrier.
- Expediated Delivery (CAN): shipping times will be provided by carrier and apply if ordered before 1pm on Monday-Thursday. Orders made before 1pm on a Friday may not be received until the next working day. Once your order has shipped you will receive an updated ETA from the carrier. Select items may have additional charges applied at checkout for import and duty fees, as well as handling charges. If you have any questions related to your order please contact us prior to submitting the order for explanation.
What happens if my order doesn’t arrive?
In the unlikely event that your order doesn’t arrive (or is incomplete, incorrect or damaged), please let our customer service team know within 5 days of receipt or expected delivery and they will be happy to send, swap or refund as required.
Remember to double-check your address and personal details are correct before ordering – if your order comes back to us marked as undeliverable, an additional delivery charge may apply to cover the cost of redelivery.
For North American enquiries, please call (936) 760 4333
Can I return my order if needed?
I’m not happy with the product:
As a valued customer, we want you to love our products as much as we do. However, should you wish to cancel an order or decide to return, you can easily do so at any time within 14 working days of receiving your order.
Please note that you will need to cover the cost of return in this instance, and the product should be unused and in its original packaging. Once we’ve received your order, a full refund will be made within 30 days. This does not affect your statutory rights.
I love the product, but it has a fault:
At Closer Pets, we’re super proud of the quality of our products, but in the unlikely event that there’s a fault, please contact us, quoting the date you ordered the goods, the order number, the product name and the nature of the fault. We have a 12 Month Warranty Guarantee on all of our fountain pumps and accessories as well as a 3 Year Warranty on all of our other products. Depending on the issue, we’ll either repair or replace the product at our cost, including your postage costs.
Please note that the guarantee is only from the initial purchase date, and does not start again when you are sent a replacement. Also, pre-owned/pre-loved goods are not eligible for repair or replacement under our guarantee.