FAQ

Frequently Asked Questions

Here are clear answers about ordering, shipping, tracking, returns, product use, and support at Apex Living Pets Co.

Orders and payment

How do I place an order?
Choose your product and options, add the item to your cart, and complete the secure checkout process.

Will I receive an order confirmation?
Yes. An order confirmation is sent to the email address used at checkout. Check your spam or promotions folder if it does not appear within a few minutes.

Can I change or cancel an order?
Email support@apexlivingpetsco.com as soon as possible. We will try to help, but changes and cancellations cannot be guaranteed after processing, supplier submission, or fulfillment begins.

Shipping and delivery

How long does processing take?
Most orders process within 1–3 business days.

How long does U.S. delivery take?
Estimated U.S. delivery is typically 7–14 business days after processing. The specific shipping note on each product page explains packaging or delivery details for that item.

Will all items arrive in one package?
Not always. Products may ship separately when they come from different fulfillment locations. Separate tracking numbers may be provided.

Why has my tracking not updated?
Tracking can take 24–72 hours to begin updating after a shipping label is created. Carriers sometimes need time to receive and scan the package.

Where can I track my order?
Visit our Track Your Order page or use the tracking link in your shipping confirmation email.

Returns and refunds

What is the return window?
Eligible return requests must be submitted within 14 days of delivery.

Are all products returnable after use?
No. Product-specific hygiene, safety, activation, assembly, and condition requirements apply. Feeders, grooming equipment, bedding, harnesses, litter systems, and electronic products each have return conditions listed on their product pages.

How do I request a return?
Email support@apexlivingpetsco.com with your order number, item name, and reason for the request. Do not mail an item until you receive authorization and the correct return instructions.

What if my item is damaged, defective, or incorrect?
Contact us promptly and include clear photos of the product, shipping label, packaging, and the issue. Keep all packaging until the claim has been reviewed.

Products and compatibility

How do I choose the correct size?
Use the measurements on the product page and measure your pet. Do not rely on breed or weight alone when chest, neck, length, or sleeping-area measurements are provided.

Do smart products require WiFi or an app?
Some do. Read the verified specifications and compatibility notes on the individual product page. App features can depend on WiFi, power, phone compatibility, network coverage, software support, or a third-party service.

Can specifications or packaging change?
Manufacturers and fulfillment partners may make minor updates to packaging, appearance, accessories, or specifications. We work to keep product pages accurate and correct material changes when identified.

Are wellness products a replacement for veterinary care?
No. Monitoring, comfort, recovery, grooming, cooling, feeding, and wellness products are not intended to diagnose, treat, cure, or prevent medical conditions. Contact a veterinarian about health concerns.