Find answers to common questions about orders, shipping, payments, returns, and product information. If you don’t see your question here, contact us and we will help.
Orders
How do I place an order?
Add items to your cart, review the cart, click checkout, enter your shipping details, and choose a payment method. Guest checkout is available, so no account is required. After placing your order, you will receive an order confirmation email. If you do not see it, check your spam or promotions folder.
Can I cancel or change an order?
Contact us as soon as possible at info@fetchazlife.my or +1 619-980-2608. We can usually adjust or cancel an order before it enters processing. Once an order ships, it can no longer be changed, but you may return it under our standard return policy. Orders that have not yet shipped can usually be cancelled for a full refund to the original payment method.
I didn’t receive an order confirmation. What should I do?
Check your spam or promotions folder first. If it isn’t there, contact us with the email address you used and we will confirm whether your order was received. We typically respond to emails within one business day.
Can I place an order without creating an account?
Yes. Guest checkout is available. You can complete your purchase without creating an account. If you choose to create an account, you can track orders and manage your information more easily.
What if I entered the wrong shipping address?
Please contact us as soon as possible. If your order has not yet shipped, we may be able to correct the address. If the order has already shipped, we cannot change the address, and the order may be returned to us by the carrier. In that case, we will contact you to arrange reshipment, and additional shipping charges may apply.
Shipping
Where do you ship?
We ship only to street addresses in the contiguous 48 states. We do not ship to Alaska, Hawaii, Puerto Rico, other U.S. territories, P.O. boxes, APO/FPO addresses, or international destinations. Orders placed from outside our shipping area may be cancelled and refunded.
How long does delivery take?
Orders are processed within 1–2 business days after payment is confirmed. Carrier transit takes an estimated 3–5 business days, for a total estimated delivery of 4–7 business days. Transit times are estimates, not guarantees. Delivery may take longer during peak seasons or due to carrier delays.
How much does shipping cost?
Shipping is free on every order to the contiguous 48 states, with no minimum order value. There are no hidden handling fees at checkout.
How do I track my order?
We email a tracking number when your order ships. Tracking can take up to 24 hours to show movement after the label is created. If tracking hasn’t updated within 2 business days, contact us and we will look into it with the carrier.
My package shows delivered but I can’t find it.
Check around your property and with neighbors, then contact the carrier with your tracking number. If the parcel is confirmed lost, contact us within 30 days of the delivery date and we will help with a replacement or refund.
Do you charge sales tax?
Sales tax, where applicable, is calculated at checkout based on the shipping destination. If no tax applies to your order, no tax line will be added.
What carrier do you use?
We use reputable national and regional carriers. The carrier for your order is selected at the time of shipment based on destination, package size, and service availability. We are not able to guarantee a specific carrier at checkout, but tracking information will be provided once your order ships.
What if my package arrives damaged?
If your order arrives damaged, please contact us within 7 days of delivery with photos of the damaged item and packaging. We will arrange a replacement or refund.
Payments
What payment methods do you accept?
Visa, MasterCard, and PayPal. All transactions are settled in U.S. dollars.
Is checkout secure?
Yes. All payments are processed through a secure SSL encrypted connection, and card details are handled by our payment processor rather than stored on our servers.
My payment was declined. What now?
A declined payment means the order was not created. Try another payment method, or contact your bank to check the reason, then place the order again. If you continue to have trouble, contact us at info@fetchazlife.my and we will help.
When is my payment charged?
Payment is authorized at checkout and captured when your order is confirmed. If an order is cancelled before shipment, the authorization is released or the charge is refunded to your original payment method.
Do you offer store credit?
Refunds are issued to the original payment method. We do not offer store credit unless you specifically request it.
Returns and Refunds
What is your return window?
30 calendar days from the delivery date. Requests made after this window may not be accepted.
What condition must items be in?
Items must be unused, in their original condition, and in the original packaging with all included accessories. Items should be free from pet hair, odors, stains, or signs of wear. For health and safety reasons, opened food, treats, or consumable products cannot be returned unless they are defective or there is a quality issue.
How do I start a return?
Email info@fetchazlife.my or call +1 619-980-2608 with your order number and reason for return. We will confirm your return is within the window, then send a prepaid return label and instructions. Please do not send items back before contacting us, as unauthorized returns may not be processed.
Who pays for return shipping?
Return shipping is free. We provide a prepaid label at no cost to you, with no restocking fee. This applies whether you changed your mind or the item arrived defective or incorrect.
Can I exchange an item?
We do not offer direct exchanges. Return the original purchase for a refund and place a new order for the item you want, which is usually faster.
How long does a refund take?
We process refunds within 1–2 business days after receiving and inspecting your return. Funds are returned to your original payment method, and your bank typically posts them within 7–10 business days.
What items are not eligible for return?
The following items are not eligible for return:
- Opened food, treats, or consumables (unless defective)
- Items marked as final sale
- Gift cards
- Items returned after the 30-day window
- Items not in their original condition or packaging
What is the return address?
Please contact us first so we can provide the correct return instructions and address. Our business address is:
Fetch AZ Life
4421 Dale Ave
La Mesa, CA 91941
United States