FAQs

How to Contact Us

You can reach one of our devoted customer service reps by calling +1 (718) 552-2081 or emailing support@BrooklynPets.us. We respond to all inquiries within 24 business hours.

Store Hours & Location

Our store and customer service operate 7 days a week from 9:00 AM to 7:00 PM EST.

Our store address is: 113 Wyckoff Ave, Brooklyn, NY 11237.

How to Make a Purchase

To place an order, make sure you are logged into your Brooklyn Pets account or create a new account.

Search for items using the search bar at the top of the page, or browse by pet category (Dogs, Cats, Birds, Fish, Reptiles, Small Pets). Click on a product to see details, then click "Add to Cart".

When ready, click "Proceed to Checkout", enter your shipping address, select your payment method, and click "Place Order". You will receive an immediate confirmation email.

What Information is Needed for Checkout?

Our checkout process is fast, simple, and secure. You only need to enter your contact information, delivery address, and payment details.

What Payment Methods Are Accepted?

We accept major debit and credit cards (Visa, Mastercard, American Express, Discover) processed securely through Stripe. We never see or store your full payment card details.

Can I Change or Cancel My Order?

Orders can only be modified or canceled before they are dispatched. Because we process orders quickly, please call us immediately at +1 (718) 552-2081 or email support@BrooklynPets.us with your order number. Once shipped, orders must be handled through our return process.

What Qualifies for Free Shipping?

We offer Free US Shipping on every order with no minimum purchase required!

Where Do You Ship?

We currently deliver to addresses within the United States only.

How Long Does Delivery Take?

• Order Cut-off Time: 2:00 PM EST on business days.
• Processing Time: 1–3 business days (Monday–Friday).
• Transit Time: 2–5 business days.
• Total Estimated Delivery: 3–8 business days.

Note: Weekends and federal holidays are not counted as business days.

Which Courier Partners Do You Use?

We ship using reliable carriers including USPS, UPS, and FedEx depending on order size and destination.

How to Check My Order Status & Tracking

To check your status, log in and visit Orders. Here is what each status means:

• Preparing Fulfillment: We are picking and packing your items.
• Shipped: Your package has left our facility. A tracking link will be sent to your email address within 24 to 48 hours.
• Delivered: Your package has arrived at its destination.

What is Your Return Policy?

We offer a 30-day return window from the date of delivery. Items must be unused, unworn, in original packaging, and in resaleable condition.

How Do I Start a Return?

Always contact us before returning an item. Email support@BrooklynPets.us with your order number and item details. Unapproved returns sent without authorization may not be accepted.

Who Pays for Return Shipping?

• Damaged, Defective, or Incorrect Items: Brooklyn Pets covers all return shipping costs and provides a prepaid label.
• Change of Mind / Preference / Wrong Size: Customer is responsible for return shipping arrangements and postage expenses.

What Items Are Non-Returnable?

Final sale/clearance items, gift cards, used or washed items, and products returned without prior approval cannot be returned.

What If My Order Arrives Damaged or Defective?

Please inspect your shipment immediately upon arrival. If damaged or incorrect, contact us within 48 hours of delivery with photos of the issue and packaging. We will send a replacement or issue a full refund at no extra cost.

When Will I Receive My Refund?

Once we receive and inspect your return, approved refunds are processed back to your original payment method within 7 business days.