Shipping Policy

One flat rate of $3.99 on any order below $25. Reach $25 and shipping is free — the discount applies by itself in the cart, you do not need a code.

The figure you see at checkout is the figure you pay. We do not add handling charges, fuel surcharges or restocking fees after the fact.

Orders placed before 2:00 PM CST on a working day go into that day’s picking run. Anything after that starts the next working day.

Packing normally takes 1–3 business days (Mon–Sat). Bulky items — crates, playpens, large beds — sit at the slower end of that range because they need their own box.

Once the parcel leaves us, 5–10 business days (Mon–Sat) is normal. Counting packing and transit together, most orders land 6–13 business days from order placement.

Addresses in Alaska, Hawaii and Puerto Rico take longer than the mainland. We do not charge extra for them, but please allow additional days.

You get two emails: one confirming the order, and one with a tracking number the moment the label is scanned by the carrier.

Tracking often shows nothing for the first 24–48 hours. That gap is normal — it means the label exists but the parcel has not been scanned into the network yet. If it is still blank after two working days, write to us.

Check the address on your confirmation email as soon as it arrives. If it is wrong and the parcel has not shipped, email us and we will correct it at no charge.

If it has already shipped, we cannot redirect it. We will wait for the carrier to return it to us, then re-send to the corrected address. You pay the second shipping charge.

Weather, carrier backlogs and holiday volume all push dates out, and none of them are within our control. What we can do is chase it.

Contact us if your parcel is more than five working days past the outside of the estimate. We will open a trace with the carrier and keep you posted while it runs.

We are closed on US public holidays and nothing is packed on those days. In the two weeks before Christmas, carrier networks slow down noticeably — order early if a parcel has to arrive by a particular date. We cannot guarantee dated delivery.

If tracking has not moved for seven working days, we treat the parcel as lost and either replace it or refund it — your choice.

If it turns up damaged, photograph the box and the item before you throw the packaging away and send the pictures with your order number. Damage claims need those photos.

Email [email protected] with your order number and we reply within 1 business day. Phone +1 312-265-1205 for anything urgent.

First Ave Pet Shop · 702 W 35th St, Chicago, IL 60616, United States