FAQ

We ship to addresses within the United States, including Alaska, Hawaii and APO/FPO/DPO addresses. We do not ship internationally or to U.S. territories at this time.

All orders are packed and shipped from our store at 3938 W 26th St, Chicago, IL 60623, United States.

Yes. Orders to P.O. boxes ship by USPS at the same shipping cost.

All orders ship by USPS Ground Advantage, including orders to Alaska, Hawaii, P.O. boxes and APO/FPO/DPO addresses. Every order comes with a USPS tracking number.

Shipping is a flat rate per order, no matter how many items you buy: $8.99 within the contiguous United States and $14.99 to Alaska, Hawaii and APO/FPO/DPO addresses. Shipping is charged on every order. Your exact shipping cost is shown in the cart and at checkout before you pay.

No. A flat shipping rate is charged on every order, based only on the delivery address. We do not add any other shipping, handling, packaging or insurance fees.

Orders placed before 1:00 PM CT, Monday–Friday, are processed within 1–2 business days. Transit takes 2–5 business days, so you can expect your package within 3–7 business days after ordering. To Alaska and Hawaii, transit takes 4–15 business days (5–17 business days in total). To APO/FPO/DPO addresses, transit takes 10–30 business days (11–32 business days in total), because military mail is routed through military post offices. We do not process or ship orders on weekends or major U.S. holidays.

We email you a USPS tracking number as soon as your order ships. You can also check your order on our Track Your Order page with your order number and billing email, in your account, or by contacting us.

Please check with neighbors and your building’s mail area first, then contact us. We will open an investigation with the carrier and, if the package is confirmed lost or doesn’t turn up within 10 business days, send you a replacement or a full refund, at your choice. See our Shipping Policy for details.

Yes. Contact us as soon as possible. We can change or cancel your order before it ships, with no charge. If it has already shipped, you can return it once it arrives, and we cover the return shipping cost.

Contact us as soon as possible. We can change the address at no charge before your order ships. If a package comes back to us because the address was incomplete or incorrect, we will contact you and, at your choice, ship it again at no additional shipping charge or refund the full amount of your order.

You can return any item within 30 days of delivery, without giving a reason. Items must be unused by your pet and complete. We email you a free prepaid USPS return label, there is no restocking fee, and we refund your card within 7 days of receiving your return.

No. Every product we sell can be returned within 30 days of delivery, without giving a reason, as long as it is unused by your pet and complete. Damaged, defective or incorrect items can always be returned.

Email support@chicagopetstore.shop or call +1 773-847-5534 with your order number. We will send you a prepaid return label addressed to our store at 3938 W 26th St, Chicago, IL 60623, United States.

We refund your original payment method within 7 days of receiving your returned package, and we email you when the refund is issued.

Contact us within 30 days of delivery, with a photo if possible. At your choice, we will send a replacement at no charge or give you a full refund, including the shipping and tax you paid, and you will not pay anything for return shipping.

Return shipping is always free with our prepaid label. The original $8.99 flat shipping charge is refunded when the return is our error (a damaged, defective or wrong item). For change-of-mind returns, we refund the item price and its tax, but not the original shipping charge. See our Refund and Returns Policy.

Yes. You can return all or only some of the items in an order. You do not need to give a reason for your return.

To get a different item, return the original item for a refund and place a new order for the item you want. This way, your new item ships right away instead of waiting for your return to arrive.

Yes. If your item arrives damaged, stops working because of a defect, or is not the item you ordered, contact us within 30 days of delivery. At your choice, we will send a replacement at no charge or issue a full refund, including any shipping you paid. See our Refund and Returns Policy for details.

We sell pet toys and accessories for cats and dogs under our own Chicago Pet Store brand, including plush and crinkle toys, wool felt balls, natural chew sticks, cardboard scratchers, rubber fetch balls and chew toys, and fleece tug toys. We add new products to the shop over time.

Every product page lists the materials, dimensions (in centimeters and inches) and weight. Choose a toy that suits your pet’s size and play style: rubber and wood toys should be large enough that your pet cannot fit the whole toy in its mouth, and plush, fleece and felt toys are best for gentle play. If you are unsure, contact us and we will help.

All of our toys are meant for supervised play. Check toys regularly for wear and remove a toy if it becomes damaged. Do not let your pet chew off or swallow any part of a toy. Our rubber toys are made of natural rubber.

No. Our current toys have no batteries, electronics or charging parts.

No. Some product photos show the toy with cats or dogs to illustrate how it is used. Pets are never included with a purchase. The product description lists exactly what you receive, for example a set of 3 balls.

All of our toys are sold under our own Chicago Pet Store brand, and the logo appears on each toy (embroidered, engraved, molded, debossed or needle-felted, depending on the material). See our About Us page to learn more about our store.

We accept Visa, Mastercard, American Express and Discover credit and debit cards, processed securely by Stripe. You can also pay with a card saved in Stripe Link, or save your card to your account for future orders. We never see or store your full card number. We do not currently offer Apple Pay, Google Pay or PayPal. See our Payment Policy for details.

Yes. Our website uses SSL encryption (HTTPS) and we do not sell your personal information. Read our Privacy Policy for details.

Only for orders shipped to an Illinois address. Because our business is located in Chicago, Illinois, we add Illinois sales tax of 10.25% to the products and shipping on orders delivered in Illinois. We do not charge sales tax on orders shipped to other states. The tax, if any, is shown at checkout before you pay. See our Payment Policy for details.

Your card is charged for the full order total when you place your order. We do not take deposits, split payments or charge you again later for the same order.

No. If your payment is declined, no order is placed and you are not charged. Please check that your card details and billing ZIP code match the details held by your card issuer, or try another card. See our Payment Policy for details.

Chicago Pet Store is the customer-facing name of our pet retail store and online business at 3938 W 26th St, Chicago, IL 60623, United States. The website is operated by SOFIA ENTERPRISES INC.. The City of Chicago business license identifies the business under the trading name CHICAGO PET STORE & SUPPLIES, license number 2930253 (Animal Care License).

Our store name, legal business name, address, phone number, email and customer support hours are listed in the footer of every page and on our About Us, Contact Us, Contact Information and Legal Notice pages.

Monday–Friday, 10:00 AM – 5:00 PM Central Time (CT). We are closed on weekends and major U.S. holidays. You can reach us by phone at +1 773-847-5534 or by email at support@chicagopetstore.shop.