How do I use a coupon online?

Prior to using a coupon, please review the coupon restrictions: expiration date, value of the coupon, minimum purchase requirement, and any merchandise exclusions. During the check-out process at step 2, there will be an area to enter the Coupon Code. At this point, please enter your coupon code/offer number. If the coupon code is invalid the following message will be displayed Sorry, we were unable to validate the Coupon Code you entered. If you know your coupon is valid but are for some reason not able to enter it, you may email Sales@WebkinzPetStore.com .

I forgot to enter my coupon number. What do I do?

If you forget to enter your coupon code/offer number, please email us at Orders@WebkinzPetStore.com; type FORGOT COUPON in the subject line. In the email message please include your billing name and address and the coupon code/offer number as soon as possible and we will make every effort to correct the mistake.

Please note that we may not be able to make changes to your order if it has entered the ordering process. If this is the case we may have to cancel your original order, process your order as a return, and we will re-enter it into our system with the coupon code/offer number if applicable. During the process of correcting the error you may receive multiple emails from us.

Was the discount/coupon applied to my order?

You can review the status and details of your current order by clicking Order Tracker. You will be able to review the order status, billing/shipping addresses, item detail, order total, payment information and any discounts applied to your order.

Can I add an item to my order?

If you would like to add to your order please email us at Orders@WebkinzPetStore.com type ADD TO ORDER in the subject line. In the email message please include your billing name and address, the item code, description, quantity and unit price for each item you want added to your order as soon as possible and we will make every effort to accommodate you. Please do not include your credit card number since we will bill the same credit card that the original order was billed to. Please note: Never send a credit card over email to anyone since it is not secure.

Due to the speed with which orders are processed we are not able to add to orders that have entered the ordering process. We may have to ship the new items as a separate order. We will adjust the shipping fees accordingly if applicable. If this is the case you will receive multiple order confirmation emails from us followed by multiple shipping confirmation emails.

I saw a product in your store but don't see it on your website. Can I still order it?

Yes, you can. Please email our Store at Orders@WebkinzPetStore.com to place your order and a member of our Customer Service team will be happy to assist you. If the merchandise is in stock you will be able to place your order via phone. Please have your product codes and credit card handy for quick reference.

What is my order number?

If you have provided a valid email address you will receive an email order confirmation. The confirmation will have your order number.

What is the status of my order?

You can review online the status of current and past orders you have placed with WebkinzPetStore.com, our Catalog, or shipped in-store purchases by clicking Order Tracker. Click on any order to view the details. You can also link to the UPS or FedEx tracking systems to check on UPS or FedEx shipped orders. Sorry, but we are unable to provide tracking on orders shipped via USPS. 

What is my tracking number?

You can obtain your tracking number online by visiting Order tracker. You can review your order online and obtain your UPS or FedEx tracking number. You can also link to the UPS or FedEx tracking systems to check on UPS or FedEx shipped orders. Sorry, but we are unable to provide tracking on orders shipped via USPS.

How do I cancel my order?

If you would like to cancel your order please email us at Orders@WebkinzPetStore.com. Type Cancel Order in the subject line. In the email message, please include your billing name and address and the reason for the cancellation as soon as possible and we will make every effort to cancel your order.

Please note that orders that have been shipped cannot be cancelled. You will have to ship the merchandise back to us at your expense. If the order has not been shipped and is still in our shipping department we will process the order as a return.

Has my order been processed? Where is my order?

You can review the status of current and past orders you have placed with WebkinzPetStore.com, our Catalog, or shipped in-store purchases online by clicking Order Tracker. You'll be asked to type in your username and password. You can also link to the UPS or FedEx tracking systems to check on UPS or FedEx shipped orders. Please refer to the order status and description section of the order status screen for information regarding your order. When your order has been processed you will receive an order confirmation email message. If you placed your order over the phone or via mail and did not provide an email address, you will need to contact the Customer Service Department by email Orders@WebkinzPetStore.com regarding your order.

I received a damaged or defective item.

Please contact our Customer Service Department at Orders@WebkinzPetStore.com with your order number, name, address and details on the item you received damaged or defective. We will instruct you on how to proceed with correcting your order. If you would like a replacement sent to you and the requested item is in stock, we will ship it to you immediately. Your credit card will be charged for the second shipment, but will be credited for the return once we receive it in our fulfillment center. We will assist you in returning the original shipment for a full refund, including shipping charges.

I am missing an item.

Please contact our Customer Service department at Orders@WebkinzPetStore.com with your order number, name, address and details on the item you are missing from your order. We will instruct you on how to proceed with correcting your order. If you would like the item sent to you and the requested item is in stock, we will ship it to you immediately. Please check the invoice/packing slip that was included with your shipment if you have not been charged for the item, your credit card will be charged for the second shipment.

I received the wrong item.

Please contact our Customer Service department at Orders@WebkinzPetStore.com with your order number, name, address and the details on whether you have received the wrong item instead of or in addition to item/s that you did order. If your credit card has been charged for the merchandise, we will process a credit for the return once we receive it in our fulfillment center. We will assist you in returning the original shipment for a full refund, including shipping charges.

Can I ship a package to another address?

Yes, you can. Your ship-to address can be different from your billing address. (Your billing address must match your credit card given). However, only one ship-to address can be indicated per order. For example, to send one package to your house and another package to someone else as a gift, you will have to place two orders, and both of these orders would have the same bill-to address.

What is your return policy?

Return Policy
Your satisfaction is important to us and we realize that sometimes you may want to return merchandise. Our goal is to make an exchange or refund as fair and simple as possible. If you are not satisfied with your purchase a return or exchange can be made within 45 days from the date of purchase. All merchandise returned must be in its original condition with your sales receipt.

• Shipping and handling charges are non-refundable unless the return is a result of our error.

• Merchandise refunds will only be made in the original form of payment.

• If you placed your order with a credit card, the credit will be posted to your credit card account the day we process your return.

• If you ordered by check, your refund check will be sent to you via first-class mail in 2-3 weeks from the day we process your return.

There are no refunds or exchanges without a receipt or Order Number.  Items such as Webkinz will not be refunded if the tag has been opened or is missing.  

How do I mail back a return?

All shipped purchases made online, in the catalog or in-store orders can be returned by mail to the address printed on the invoice/packing slip included with your shipment. Please complete the Return Form attached to the invoice or packing slip and return it with the item/s. You will receive a full refund including purchase amount and applicable tax. Shipping and handling charges are non-refundable unless the return is a result of our error. If you have provided us with your email address, you will be notified via email of your refund once we have received and processed the returned items. A refund will be in the same form of payment originally used for purchase. If you placed your order with a credit card, the credit will be posted to your credit card account the day we process your return. If your original purchase was paid for with cash, check, money order or travelers check we will issue a refund check for the purchase amount and applicable tax within 2-3 weeks of our receiving your return. If the item was a gift when purchased, you'll receive a credit note for the value of your return, which can be used at any time toward your next purchase.

How do I return a gift?

Merchandise can be returned within 45 days of receipt. Please complete the Return Form attached to the packing slip and return it with the item. If you are exchanging the items and the amount of the replacement exceeds the cost of the return, please include payment for the additional amount (you will not need to include shipping and handling charges). If you do not know the price of the item you are returning, you may search for it on our site by entering the item number from your packing slip in the search field.

If you are not exchanging the item/s, you will receive a credit note for the value of your return, which can be used at any time toward your next purchase. You will receive a full refund including purchase amount and applicable tax. Shipping and handling charges are non-refundable. If you have provided us with your email address, you will be notified via email of your refund once we have received and processed the returned items. We will not inform the gift giver about your return.