Applying a promotion code is simple! At Checkout, simply type the code into the box that says “Promo Code.” Then, click the button that says “Apply.” All promotion codes can only be used once. Check our terms and conditions found on the email or mailer you received.

Shipping Address + Payment Method

We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, Paypal, Venmo, and ShopPay.

Please ensure the billing address entered matches the address on file with your payment provider. Double-check to ensure your CVV code was entered correctly, the 3-digit code found on the back of your card.

Your payment method will be charged automatically on the date the order is shipped. As soon as you place your order, you may see a pending charge for the total amount of the order. The pending charge will disappear 24 to 48 hours after your order ships.

When you place an order, Gotcha contacts the bank that issued your card to confirm your account and reserve funds for your purchase. You’ll see a pending charge, otherwise known as an authorization charge, in your bank or credit card statements. With that being said, we only charge your payment method when your items ship.

Your bank will reserve the funds in your account until your items ship or the authorization expires. Depending on your bank’s policy, you may see an authorization charge even for a canceled order. If your items don’t ship, the authorization charge will expire. Some banks may take up to 30 days to remove authorization charges from your account.

We charge your payment method as your items ship. If your items have shipped in more than one box, you may see multiple charges on your payment method:

• One authorization charge for the grand total of your order
• Separate, final charges for each shipped box

Rest assured, you’ll only be charged for shipped items.

Our teams are focused on serving as many pet parents as possible, and due to high demand we’re temporarily not able to change existing orders.

If you need help canceling your order, please send us a message with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. 

If we have already processed your order, we may not be able to cancel it. In that case, we also accept returns within 60 days of purchase if reasonable customer satisfaction is not met or for any unused products.

All orders will be fulfilled and processed for shipping within 48 hours from purchase.

Domestic delivery make take up to 5 business days once shipped, however products which ship separately will be delivered in 2-3 weeks. International delivery is 2-3 weeks.

We appreciate your patience as we improve delivery times and rates.

At this time we only ship within the United States.

Shipping varies by weight and location, however all orders above $45 qualify for free shipping.

All products shipped separately automatically ship free of charge.

Please contact us and we will work to replace your order or resolve any issues on a case-to-case basis.

Gotcha is not responsible for lost packages, but our team will work with you within reason.

If you're not 100% satisfied with your pet supplies, you can return them within 30 days of purchase.  If you would like to request a return or replacement, please send us a message with your order number.

We do not accept returns or exchanges on used grooming supplies or waste removal related products. However, if any product you received is incorrect or damaged, we will gladly exchange it for you or provide a refund on a case-by-case basis.

Gotcha does not take title to returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return. In this situation, Gotcha will not take title to the refunded item.

If you're not 100% satisfied with your pet supplies, you can return them within 30 days of purchase.  If you would like to request a return or replacement, please send us a message with your order number.

We do not accept returns or exchanges on used grooming supplies or waste removal related products. However, if any product you received is incorrect or damaged, we will gladly exchange it for you or provide a refund on a case-by-case basis.

Gotcha does not take title to returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return. In this situation, Gotcha will not take title to the refunded item.

Refunds will be issued to your original payment method. Depending on your banking institution, refunds to original payment methods may take 3 to 5 business days to process.