Orders & Shipping

How long does shipping take? Standard orders ship within 1–2 business days and arrive in 3–5 business days domestically. Expedited shipping (1–2 days) is available at checkout, and you’ll get a tracking link by email as soon as your order leaves the warehouse. Can I change or cancel my order after placing it? You can edit or cancel an order within 60 minutes of placing it from your account’s Order History page. After that window, the order has usually entered fulfillment, so it’s best to contact support and we’ll do what we can before it ships. Do you ship internationally? Yes, we currently ship to over 30 countries, and any duties or import taxes are calculated and shown at checkout so there are no surprises on delivery. How do I track my order? Every shipped order gets a tracking number emailed automatically, and you can also see live status anytime under Account → Orders, including estimated delivery windows.

Products & Compatibility

Which PetKit devices work with the app? All current-generation smart feeders, water fountains, litter systems, and activity trackers connect through the PetKit app. Legacy devices from before 2022 support basic monitoring but not remote scheduling, so it’s worth checking your model number on the Compatibility page. Is the smart feeder compatible with wet food? Our standard smart feeders are designed for dry kibble only, while the Fresh Element line supports both dry food and refrigerated wet-food trays with scheduled dispensing. What’s the battery life on the water fountain? The cordless Eversweet fountain runs roughly 30 days per charge on standard flow mode, though battery life drops to about 18–20 days if you enable continuous circulation instead of motion-activated flow. Can I use PetKit products for multiple pets? Yes, feeders and fountains work fine for multi-pet households, though portion tracking and health stats are logged per device rather than per animal unless you’re using a microchip-linked feeder.

App & Connectivity

Why won’t my device connect to Wi-Fi? Most connection issues come down to a 5GHz-only network, since PetKit devices need a 2.4GHz Wi-Fi band. Confirm your router broadcasts 2.4GHz, move the device within 15 feet of the router during setup, and make sure Bluetooth is enabled on your phone for initial pairing. Can I control my PetKit devices remotely? Yes, once connected to Wi-Fi, you can trigger feedings, check live camera feeds on supported models, and review activity logs from anywhere in the app. Does the app work with Alexa or Google Home? Feeders and fountains support both Alexa and Google Home for voice-triggered feeding and status checks; just search “PetKit” in either assistant’s skill or app directory and link your account to enable it. How do I reset my device to factory settings? Hold the power button for 10 seconds until the indicator light flashes blue three times. This clears Wi-Fi credentials and schedules, so you’ll need to re-pair the device in the app afterward.

Warranty & Returns

What’s covered under warranty? All electronic devices carry a 1-year manufacturer warranty covering defects in materials or workmanship, though it doesn’t cover water damage from improper cleaning, physical damage, or normal wear on batteries and filters. How do I start a return? Go to Account → Orders, select the item, and choose “Start a Return.” You’ll get a prepaid shipping label by email, no need to contact support first unless the item is damaged or defective. What if my product arrives damaged? Contact support within 48 hours of delivery with a photo of the damage, and we’ll send a free replacement right away and arrange pickup of the damaged unit without waiting for a standard return. How long is the return window? 30 days from delivery for unopened items, and 30 days for opened items in resalable condition with all accessories included. Refunds post to your original payment method within 5–7 business days of us receiving the return.

Account & Billing

How do I update my payment method? Go to Account → Payment Methods to add, remove, or set a default card. Changes apply to future orders and subscriptions immediately, but they won’t affect orders already in processing. Can I share device access with a family member? Yes, under Device Settings → Shared Access, you can invite up to 5 people by email. Shared users can trigger feedings and view activity but can’t change warranty or billing details. How do I cancel a subscription? Go to Account → Subscriptions and select “Cancel Plan.” Cancellation takes effect at the end of the current billing cycle, so you’ll keep access until then with no partial refund for unused days. Is my payment information secure? Yes, payments are processed through PCI-compliant providers, and we never store full card numbers on our own servers, only a tokenized reference used for future charges.