As the COVID-19 situation continues to evolve, we want to share an update on how Petflow is responding during this global health crisis. We are taking the necessary precautions to maintain the health and safety of our community, including our hard-working staff, and our loyal customers. We are monitoring new developments so that we can quickly adapt and continue to provide the best possible experience for you.
With the influx in customer questions and calls, our Customer Experience team may take time to respond to you. We put together answers to the most common questions in one place, so you can reference them as we make updates with our most up to date information.
Are you still delivering pet food and supplies right now?
Yes. We are currently continuing to deliver all PetFlow shipments through our delivery partner, FedEx. Our warehouse is shipping orders. Our top priorities are to provide you with the pet food and supplies you depend on, while keeping our employees and communities safe.
Click here for more information on Royal Canin Veterinary Diet orders.
What should I do if my delivery is late or hasn’t arrived yet?
Please remain patient and check your email for updates and tracking numbers. If you have a prescription (Rx) order, veterinarians are also seeing an increase in demand for prescription verification, so you may experience additional delays before your order ships.
What precautions are you taking to make sure the shipments are safe?
We have introduced more frequent and enhanced cleaning and safety procedures at our warehouses. Regularly disinfecting our delivery equipment and any high touch items. All employees are trained on proper handwashing and effective preventative measures. We are encouraging team members to closely monitor their health and seek medical attention if they develop flu-like symptoms. Any team member who reports or displays flu-like symptoms will be asked to stay home and not report to work.
Are you accepting returns on items that were purchased during the COVID-19 Pandemic?:
The health and well-being of our associates are our top priority, and at this time, we will need to suspend returns on products purchased during the COVID-19 Pandemic. We are truly honored that you are coming to PetFlow for your Pet Essentials. We are restocking inventory daily and want to make sure we can serve the nutritional needs of all pets across the country. Please purchase only what you need. Thank you for your patience and understanding.
Are you going to have enough pet food or supplies?
We are increasing our product inventory to support the increase in demand. There may be occasional low inventory or limited variety for products, but we are receiving inventory daily and our Operations Team is replenishing as quickly as they can. If your food is out of stock, please sign up for our “Back in Stock” emails on the product page, so that you can be notified when we’ve restocked.
Should I stock up on pet food now?
There is no need to buy larger quantities than you normally would. Our teams are working around the clock to make sure that we can confidently serve you. As of now, jurisdictions are considering pet supplies as “essential.” This means that we are able to continue serving you and shouldn’t experience any major business disruptions for the foreseeable future.
Are you supporting local rescues/shelters?
Yes! We always make monthly donations to rescues and shelters through our Good Deeds program, that you contribute to each day. We are continuing to provide our partner organizations with much needed food and supplies throughout this challenging time. We encourage you to safely provide resources to your local shelters and rescues if possible.
What are you doing to support the community?
We are planning community service activities with our team as soon as the concerns around social distancing and COVID-19 have subsided.
The everyday actions that we all take now will have an impact on the defense against COVID-19. We always put health and safety first, and will continue to keep you informed with any updates we have here.
Stay safe and well,
The PetFlow Family
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