Frequently Asked Questions
Helpful answers about ordering, shipping, sizing, returns, and choosing comfort products for senior and larger dogs.
Where does PetJumbo ship?
We currently ship within the United States only.
Many of our products are fulfilled from domestic US warehouses. Availability can vary by product, so fulfillment and delivery times may differ slightly between orders.
How long does shipping take?
Orders are typically processed within 1-3 business days.
After processing, estimated delivery is usually 2-8 business days, depending on the product, warehouse location, destination, and carrier.
Tracking information will be provided when available. Delivery estimates are not guarantees, and occasional carrier or warehouse delays can occur.
For full details, please see our Shipping Policy.
Will I receive tracking information?
Yes. Once tracking becomes available, we will provide it using the email address associated with your order.
Some orders containing multiple items may arrive in separate packages.
How do I choose the right size?
Check the measurements and weight guidance shown on the individual product page before ordering.
For beds and mats, consider your dog’s:
- length while lying down
- preferred sleeping position
- room needed to stretch comfortably
- weight
- available space in your home or vehicle
For ramps, stairs, and travel products, also check the dimensions of the furniture or vehicle where the product will be used.
If you’re unsure, contact us at [email protected] and we’ll do our best to help.
Are PetJumbo products only for senior dogs?
No. Our products can be used by dogs of different ages.
PetJumbo simply focuses on products that may be particularly useful for senior and larger dogs, including supportive resting spaces, ramps, stairs, cooling mats, and practical travel comfort products.
Our products are not intended to diagnose, treat, or cure medical conditions.
What if my order arrives damaged, defective, or incorrect?
Please contact [email protected] as soon as possible with:
- your order number
- a description of the problem
- clear photos or video showing the issue where appropriate
If an item arrives damaged, defective, or different from what you ordered, we will work with you to arrange an appropriate resolution at no additional cost to you, where applicable.
Please do not return an item before contacting us.
Can I return an item?
Yes. Eligible items may be returned within 30 days in accordance with our Returns & Refunds Policy.
For change-of-mind or incorrect-size returns, the item must generally be unused, undamaged, and in its original/new condition. Return shipping is normally the customer’s responsibility in these cases.
For damaged, defective, or incorrect items, please contact us first so we can arrange the appropriate resolution.
We do not charge a restocking fee.
Please see our Returns & Refunds Policy for full details before sending anything back.
Can I exchange an item?
We currently do not offer direct exchanges.
If you need a different size or product, please contact us so we can explain the available return and reorder options.
Can I change or cancel my order?
Contact us as soon as possible at [email protected].
We will try to help, but once an order has entered processing or fulfillment, we may no longer be able to change or cancel it.
What payment methods do you accept?
Available payment methods are displayed securely during checkout.
Payments are processed through our payment provider, and PetJumbo does not store your full card details.
How can I contact PetJumbo?
For questions about an order, product, sizing, shipping, or returns, email:
When contacting us about an existing order, please include your order number so we can assist you more quickly.