Question 1

How can I create an account on the PetDelux website?

Accepted Answer

Follow these steps to create an account on the PetDelux website:Click on the profile icon located in the top-right corner of the homepage.On the "Customer Login" page, look for the "Create an Account" section on the right side.Click the green Register button.Fill in the required details, including your email address, name, and password, then click Create Account to complete the process.Alternatively, you can sign up quickly using your Google, X (formerly Twitter), or Amazon account by selecting the respective buttons under the login form.If you register manually, you will receive a confirmation email. Click the link in the email to verify your account.

Question 2

What if I forgot my password?

Accepted Answer

You can easily reset your password by visiting the member page and clicking on the "Forgot Password" option. After entering your email and pressing "Submit", a password reset link will be sent to your registered email address.

Question 3

Where are your treats made?

Accepted Answer

AFreschi：Manufactured: Vietnam / Turkey meat sourced: USA / Chicken meat sourced: VietnamiPaw：Manufactured: Taiwan/ Turkey meat sourced: USA/ Chicken meat sourced: TaiwanAll ingredients are approved by GRAS(Generally Recognized As Safe) with two brands

Question 4

Do you sell cat products?

Accepted Answer

Our current cat products include shampoo and two different flavors of soft treats. We appreciate your continued support!

Question 5

Where can I find you on social media?

Accepted Answer

We would love for you to follow us Pedelux on Instagram, Facebook and Youtube.Below are the links for your preference: IG https://www.instagram.com/petdelux_us/ FB https://www.facebook.com/PetDelux.USA Youtube https://www.youtube.com/@petdelux_US

Question 6

What are the unique features of your products?

Accepted Answer

PetDelux offers a variety of high-quality, natural pet products, including treats and grooming items. Their dog treats are designed with unique flavors and health benefits, using premium ingredients like turkey tendons and chicken liver. We also offer natural sweet potato products as a wholesome, nutritious snack option.The treats aim to support easy digestion and provide essential nutrients, with options for different dog sizes. Additionally, the grooming products focus on gentle, effective care.

Question 7

How long will it take to receive my order?

Accepted Answer

Orders are typically delivered within 3-14 business days, excluding weekends and holidays. We are committed to ensuring timely delivery and appreciate your patience.

Question 8

Do you currently accept new wholesale applications?

Accepted Answer

We’re temporarily pausing new wholesale applications as we work on improving the process to better serve our partners. If you're interested, please feel free to message us via the website inbox or email us at service@petdelux.com — we'd be happy to notify you once applications reopen!

Question 9

How many packs are in one box? (Turkey Tendon Packaging Guide)

Accepted Answer

Each box of Turkey Tendons Box contains 10 packs.🔸 Strips👉 1 Box = 10 Packs =≈14 pieces per pack (about 3oz each pack, not individually wrapped)🔸 Large Size 👉 1 Box = 10 Packs = 10 Individually Wrapped Pieces (Shapes may include: bone, rope)🔸 Medium Size 👉 1 Box = 10 Packs = 20 Individually Wrapped Pieces (Shapes may include: bone, ring, pretzel, rope)🔸 Small Size 👉 1 Box = 10 Packs = 40 Individually Wrapped Pieces (Shapes may include: bone, ring, pretzel, lollipop)

Question 10

How many strip / sticks per bag, and how long are they?

Accepted Answer

Applicable to: Turkey Meat Stick, Soft Strip, and Turkey Tendon with Chicken (Thin Stick).Each bag contains about 16 treats, each approximately 4.5" long.(Actual quantity may vary depending on weight, 3.5 oz (100 g) per bag; length is for reference only.)

Question 11

What are the available payment methods?

Accepted Answer

Our website supports the following payment methods: American Express, Apple Pay, Discover, Google Pay, Mastercard, Shop Pay, Venmo, Visa, and PayPal, ensuring a secure and seamless checkout experience for all customers.

Question 12

How do I check my shipment tracking?

Accepted Answer

You can check your shipment tracking through USPS with your tracking number.If you provided an email at checkout, tracking details should be sent to you. For further questions, feel free to contact us at service@petdelux.com.

Question 13

What is your return policy?

Accepted Answer

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.To be eligible for a return, the merchandise must be in the same condition that you received it, unused, undamaged,and in its original packaging. After confirming eligibility with customer service, you will need to use theprovided UPS label sticker and assist in affixing it to the package for shipping through nearby UPS.

Question 14

What are your Free Shipping policy?

Accepted Answer

Currently, all products qualify for free shipping on orders over $20.

Question 15

How do I change my shipping address?

Accepted Answer

You can manage your shipping address through your Profile if you haven’t placed an order yet by logging into your account. However, if an order has already been created, please contact us, and we’ll be happy to assist. If you have any other questions, feel free to reach out to us at service@petdelux.com.

Question 16

What are the shipping charges and any applicable limits on orders?

Accepted Answer

For PetDelux shipping charges, standard rates apply based on the order's destination, with free shipping on orders over a specified minimum amount. However, this minimum varies by region.

Question 17

How long does shipping take?

Accepted Answer

Standard Shipping takes 3 to 14 business days and is available to the 48 contiguous states.For the non-contiguous states and territories, delivery times vary according to logistics.The non-contiguous states and territories are as follows: AK, AS, FM, GU, HI, MH, MP, PW, PR, VI, AA, AE. Please notice! During special holidays such as Black Friday, Thanksgiving, or Christmas, shipping times may be extended due to higher demand and carrier delays. We kindly recommend placing your order early or being patient while waiting for your items to arrive. Thank you for your understanding and cooperation!

Question 18

What should I do if the order has already shipped and the address is wrong?

Accepted Answer

Address Modification: Once the order has been processed, the address cannot be modified. Please ensure that you check your address carefully before completing the checkout process.Undeliverable Address: If the address is invalid and the package cannot be delivered, it will be returned to the post office. Please make sure to pick it up within the designated time frame of 1-2 days.Track Your Order: You can track your order status using the USPS tracking number provided.

Question 19

How do I track my order?

Accepted Answer

You can track your order by clicking the “Chat” button, selecting “Order Tracking,”and entering your order number (#xxxx) and email address. The system will provide the current status of your order and shipping updates. For any further inquiries, please feel free to contact us at service@petdelux.com.

Question 20

Do you offer replacement for damage order?

Accepted Answer

Yes! Please email service@petdelux.com, and our Customer Success Manager will assist you with your concern.

Question 21

How can I cancel my order?

Accepted Answer

Please provide us with your order number and the reason for cancellation through the “Chat” button at the bottom right of our website or email us at service@petdelux.com .We will process it as soon as possible.

Question 22

How do I use a discount code?

Accepted Answer

Please use code in the "Discount Code" section on the checkout page.

Question 23

What if I forgot to use the discount code ?

Accepted Answer

Please email us at service@petdelux.com. We will assist you with discount code issues.

Question 24

Do you offer a subscription program?

Accepted Answer

Yes, we offer a subscription service for convenient, automatic delivery of selected products at regular intervals. You can browse eligible products here: https://petdelux.com/collections/subscribe-saveWith a subscription, you’ll receive your chosen items without needing to reorder manually. Simply select the quantity and delivery frequency that works best for you.:

Question 25

How to Purchase a Subscription Product ?

Accepted Answer

1.Choose "Subscribe & Save"2.Select your delivery frequency (1 to 8 weeks).3.Choose Pack Size-Pick your preferred pack size, like "Pack of 1" or "Pack of 10."4.Adjust Quantity-Use the "+" or "–" to set the number of packs.5.Add to Cart-Click "Add to Cart" to proceed to checkout.

Question 26

What are the benefits of choosing a subscription over a one-time purchase?

Accepted Answer

With a subscription, you save more and enjoy greater flexibility. Get a big discount on your first order, then a 5% discount on each future delivery. Plus, you can adjust product quantities and delivery frequency as needed—ensuring your favorite items arrive just when you need them.

Question 27

What discounts and policies apply to Subscribe & Save orders?

Accepted Answer

Save 30% OFF on your first Subscribe & Save order5% discount on all future ordersFree shipping on orders over $20Cancellation or pause policy: Minimum of three orders required

Question 28

How to manage subscription?

Accepted Answer

Use the Login Link in Your EmailCheck your inbox for a subscription management link. Click it to securely access your account.If you’re unable to find the link, please contact our customer service using your subscription email.Subscription Change ConditionTo modify or cancel your subscription, you must complete at least three payments. If you have any questions, feel free to contact our customer service team.Change Delivery FrequencyGo to Subscription > Edit, then update the Repeat frequency to your preferred schedule.Change StatusYou can choose to pause or cancel your subscription. Options: Pause My Subscription / Cancel My SubscriptionModify ProductsYou may add or remove products from your subscription. If you need to change product quantities, please contact our customer service team for assistance.Update Payment InformationGo to Payment Method > Edit to securely update your credit card information.

Question 29

Which subscription order will start receiving the discount?

Accepted Answer

For first-time subscribers, there’s a 30-35% discount on the initial order. Starting from the first order, all subsequent orders will receive a 5% discount.

Question 30

How do I request to add a product or change the quantity in my subscription?

Accepted Answer

🔔 [June 2025 Update]If you'd like to add a product or change the quantity in your active Subscribe & Save plan, please contact us directly so we can make the changes for you (manual update required due to system settings).You may send us a message via our website chat or email us at service@petdelux.com with the following details:Product nameSKUQuantityWe’ll update your subscription as soon as we receive your request.

Question 31

What should I do if my credit card payment fails and I need to update my payment method?

Accepted Answer

If your credit card fails to process the subscription payment and you wish to update your payment method, please contact us directly via message or email us at service@petdelux.com. We’ll promptly send you an update email to securely change your payment information.

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