Shipping Made Easier

With one well-stocked distribution center, we can reach 62% of our customers by 1-day ground shipping from their primary DC and 99% of our customers by 2-day ground shipping.


Preferred Shipper will be FedEx unless specified during check out. UPS and USPS do not qualify for shipping discounts

Pet Palette has the right to modify or restrict our shipping policy at any time.


Free Standard Ground Shipping
  • Orders of $349 or more ship free via FedEx *The above information is applicable to the contiguous 48 states only *Shipping discounts applied to in-stock items only once order is confirmed
  • $99.00 minimum order
  • Orders ship within 1-2 business days. If we can ship your order sooner, we will!
  • Cannot combine orders to meet the free shipping minimum
  • If you have an order that requires special attention, please include those details in the 'Message to Vendor' section at checkout.
  • Pet Palette does not charge credit cards until orders ship! We accept Visa, MasterCard, Amex, Discover. Sorry, no PayPal or wire transfers are accepted.
  • Pet Palette no longer ships international orders. All international orders must ship to a U.S. address or US based Freight Forwarder. Please note that certain brands do not allow for sales outside of the US. Shipping restrictions are noted in the description section for each item.
  • We don't ship to Non-Contiguous US States and Territories or Canada. (Only to the lower 48 states)

Shortage Claims

Occasionally we miss an item when picking an order. Please email orders@petpalette.com with the following information:

  • Customer Name
  • Invoice Number
  • Items Shorted

Your claim will be reviewed within 2 business days and once confirmed, a credit will be set up on your account. Once you receive your credit information in the return email, we suggest placing the shorted item(s) on your next stocking order. Shortage claims must be requested within 48 hours from the time of delivery.

Mispicks and/or Damages

For any mispicks or damages, please send an email to orders@petpalette.com with the following:

  • Customer Name
  • Invoice Number
  • Items in question

If Damaged:

  • Pictures of the outside of the package the product was received in
  • Pictures of the damaged items

Once your email has been reviewed and confirmed we will be able to issue a credit or replacement, whichever is best suited for the situation. Damage claims must be noted within 48 hours from the time of delivery.

Warranty or Defective items

Please send an email to orders@petpalette.com with the following:

  • Customer Name
  • Invoice Number
  • Items in question
  • If possible, please send a picture of the item(s).

Once your email has been reviewed and confirmed, we will be able to issue a credit or replacement, whichever is best suited for the situation.

Pet Palette Returns Policy

*Outlet items do not qualify to be returned for credit

*All ship fees applied

*No ship fees will be refunded

Return Requests will be reviewed within 5 business days of submitting the request. If approved a Return Merchandise Authorization number (RMA#) will be assigned

How to make a return once you have the RMA#:

1. Place the item(s) in shipping box with the RMA# clearly marked on the return label

2. Affix a shipping label to the box and ship it to: Pet Palette 1332 Londontown Blvd. Suite 230 Sykesville, MD. 21784

Shipping your return:

To ensure maximum refund amount please follow these instructions below before sending your item(s) to Pet Palette:

1. Please do not ship product in the retail box (unless shipped to you that way)

2. Do not write RMA# on the product retail packaging

3. Product must be in original packaging

4. Ensure product is secure to avoid damages

5. Send product back within 14 days

6. Your order may be charged a 25% restocking fee

7. Outlet items do not qualify to be returned for credit

8. Include a copy of your RMA paperwork in the box

Refused Packages

Please do not refuse packages. If you have any issues, please contact us immediately. If your order shows up from the shipper damaged please accept the package and email orders@petpalette.com. Refusing packages does not guarantee credit and can cause a delay in processing. Restocking fee may be applied. Shipping will not be refunded

Third Party Marketplace and Online Policy

Retailers are prohibited from using third party retail platforms (3P) for the display, promotion, sale, or fulfillment of any product from select vendors. Third Party Marketplace (3P) platforms include, but are not limited to, Amazon, eBay, Walmart, Jet, Sears, Newegg and Rakuten. This policy applies to all products from and all other current and future Pet Palette consumer brands. Failure to comply with this policy may result in the loss of your Pet Palette account.

Manufacturer Specific Policies

Other manufacturers may have their own policies regarding 3P channel restrictions, minimum advertised price (MAP), MSRP or sales territories. A complete list of all Pet Palette policies and available manufacturer policies can be found on the MSRP and Sales Policy page

Accounting Information

Payment Remittance Address
Pet Palette, LLC.
1332 Londontown Blvd., Suite 230
Sykesville, MD 21784

Accounts Receivable Phone
AR Phone: 410-795-4444

Controller – Marina Pantilus
marina@petpalette.com
Ext. 113

Customer Service Manager, Accounts Receivable – Brian Scherr
brian@petpalette.com
Ext. 102

Pet Palette Credit and Terms

We take pride in our excellent Accounts Receivable staff and will work with you to find payment terms that suit us both. Each new domestic account is opened with Credit Card terms. Extended terms options are available upon approval from our Accounts Receivable department. Please email billing@petpalette.com to apply

Billing

All accounts with a balance will receive a statement once a month via a specified email address. All accounts will receive their invoice with their order as well as receive an invoice to a specified email address.

Payment Options

Pet Palette accepts credit card payments on Net balances. Net invoices and account balances will need to be paid using either check or ACH. Contact billing@petpalette.com for more information

Address and Account Changes

For address changes or other account information updates, email orders@petpalette.com

Additional Contact Information

Customer Service
9:00 a.m. to 5:00 p.m. EST Monday - Friday
orders@petpalette.com | 410-795-4444

Accounts Receivable General Contact
9:00 a.m. to 5:00 p.m. EST Monday - Friday
billing@petpalette.com

Mailing Address

Corporate Office and Warehouse
1332 Londontown Blvd.
Suite 230
Sykesville, MD 21784