Frequently asked questions
Shipping, returns, discounts and our shelter program. Still stuck? Ask us.
Where do you ship?
We ship across the United States and to select countries including Canada, the UK and Australia. International customers are responsible for customs duties and import taxes.
How fast will my order arrive?
Products we ship ourselves leave in 1–2 business days. Partner items are processed in 2–5 business days. Most U.S. orders arrive in 7–14 business days, and tracking is emailed when your order ships.
Why did my order arrive in more than one box?
We work with trusted partners to offer a huge range of products, so items from different warehouses may ship separately. Each package gets its own tracking.
What is your return policy?
You can request a return within 15 days of receiving your item. Items must be unused and in original packaging. Email contact@walnutcreekpet.com to start a return and we’ll send a label. See Shipping & Returns for details.
My item arrived damaged or wrong. What do I do?
Email us within 48 hours of delivery with photos of the packaging and the item plus your order number. We’ll replace or refund it.
What can’t be returned?
Perishables (food, live plants), custom orders and custom habitats, personal care items, hazardous materials, sale items, gift cards and digital downloads.
Do you have discount codes?
Yes! Use E10 for 10% off, and new subscribers get WELCOME5 for $5 off a first order of $50 or more. See Rewards.
How does the shelter program work?
Before we take a dime, 10% of every order supports no-kill shelters. You can nominate your local shelter to be part of the program.
Can you help me choose products?
Absolutely. Our team includes experienced trainers and aquarists who can suggest starter packages or help troubleshoot. Send us a message or call (717) 983-8069.
Do you ship live animals and plants?
Yes — live feed, aquarium plants and some live goods ship from our partners. Please pick up your package promptly, and send photos right away if anything arrives in poor condition.
How do the 3D print files work?
Our terrarium hides, feeder bowls and decor STL files are instant digital downloads emailed after checkout. They’re for personal use and print well with minimal supports.
Are you a real family business?
Yes. Walnut Creek Pets LLC is family-owned and based in Christiana, Pennsylvania, in Lancaster County. Our own pets are family too.
Not sure what your pet needs?
Our experienced trainers and aquarists can suggest starter packages, fix a problem tank or habitat, or just admire your pet photos.