Customer Support Policy

At Pets Farm & Co., we are dedicated to providing exceptional customer support. Our goal is to ensure a smooth and satisfying shopping experience by addressing all inquiries and concerns promptly. This Customer Support Policy outlines how you can reach us, what services we offer, and what to expect when seeking assistance.

Support Availability

  • Hours of Operation: Our customer support team is available Monday through Sunday, 9:00 AM to 5:00 PM (Eastern Time), including weekends but excluding major holidays.
  • Contact Methods:
    • Email: Reach us at support@petsfarmco.com  for detailed or non-urgent inquiries.
    • Phone: Call us at +1 (888) 576-0653 during support hours for immediate assistance.
    • Contact Form: Submit your inquiry through the contact form available on our website.

Types of Support Offered
We assist with:

  • Order Inquiries: Status updates, tracking information, and modifications to existing orders.
  • Product Information: Guidance on product specifications, features, and suitability for your pets or farm animals.
  • Returns and Refunds: Assistance with initiating returns and processing refunds within the 180-day return window.
  • Warranty Claims: Support for submitting and resolving warranty-related issues.
  • Technical Support: Basic troubleshooting for products purchased from Pets Farm & Co.

Response Times

  • Email and Contact Form: Responses are typically provided within 24-48 hours during business days.
  • Phone Calls: Immediate assistance is available during support hours.

Customer Expectations
To ensure efficient support, we kindly request that you:

  • Provide detailed information about your inquiry, including order numbers, product details, or photos if applicable.
  • Be patient and respectful while our team works to resolve your concern.

Feedback and Escalation
We value your feedback and strive to continuously improve our services. If you are unsatisfied with the resolution provided, you may request to escalate the issue to a senior representative by contacting us directly.

Contact Us
For any customer support needs, please use one of the following options: