Frequently Asked Questions


Do you sell live animals?

No. We do not sell live animals and we encourage everyone to consider giving the dogs and cats of MBY Pet and Rescue Sanctuary a chance to be a part of your family.


Can I place an order without creating an account?

Yes, you can use the guest check-out or log-in to your account to place an order.

What are the perks of creating an account?

  • Faster check-out since your details will automatically fill the order request
  • You can check the status of your order
  • You can view your past orders
  • Earn PetShack points that can be redeemed on the store

How do I cancel my account?

We are sad to let you go, but should you decide to cancel your account. Send us an email and we delete your account within 24 hours.


Your price of a certain item is slightly high, I can get it cheaper from another pet store!

Providing quality goods and service for you and your pets are our top priority. Thus, we do not engage in price competition that may compromise the quality of our goods or services. Example: selling compromised goods.

Could I get a discount?

Who doesn’t love discounts? Because for sure that we do! Please check our website and Facebook page for our discounts and promotions! Also, don’t forget that you can earn PetShack Points that you can also use!

Can I use PetShack points even though I already entered a Discount code?

Of course you do! You can apply your PetShack points rebate on top of a discount code, but please note that only one discount code may be used at a time.


How soon is my order confirmed?

You will receive an order confirmation from us via email within 24 hours, which includes an order reference number. If, for whatever reason, we cannot process your order, we will contact you on the contact number you have provided us.

I’m having trouble with placing my order online! Help!

Don’t worry, if you are unable to place your order online or have trouble using our website – send us an email or message us on our Facebook page and we’ll assist you in getting your order sorted out.

I have special requests for how I would like my items to be packaged/delivered. How do I inform PetShack?

Any additional request may be filled out in our ‘Additional Delivery Instructions’ box when ordering. If what is requested is not possible, we will contact you to try and find an acceptable alternative.


What methods of payment does PetShack accept?

PetShack uses PayPal, Debit Cards, Credit Cards, and Cash on Delivery for payments. PayPal is an absolutely secure payment method that will allow you to conveniently pay for your order by directly accessing your PayPal account. For customers without a PayPal account, you can simply enter your credit card/debit card details into the PayPal interface each time you shop.

Help, I think your site is insecure! My Credit Card was recorded having suspicious activity after shopping there!

Here at PetShack, all your data and information entered is handled by your chosen various payment parties. We do not contain any of your personal card details or payment account information in our databanks. Auto-fill information appearing on our website for personal details are all stored on your personal device. Therefore, please keep your device secured with Anti-Virus programs as well as Anti-Spyware programs.

Will there be other methods of payment available in the future?

Yes! PetShack is continuously adding new methods of payment for our customer’s convenience. If you are unsure of which payment methods are accepted, do drop us a message or email us.