FAQ

Can I cancel or change my order?

Maybe. If your order has yet to ship, we may be able to cancel or alter the order. Send an e-mail to info@basispet.com if you'd like to cancel or change an order and we'll let you know if it's possible. Please include your order number, contact information (name and phone number), as well as a brief explanation of what you'd like to do with your order. We cannot change or cancel an order once it has shipped.

How do I contact basis pet?

If you need to contact Basis Pet for any reason, you can email us at info@basispet.com. All emails are responded to within 24 hours. Most times, you'll hear back from us within a few minutes! If you have an urgent matter or just want to chat, you can also call us. Our toll free number is 1-888-399-6842.

What are your shipping policies?

For most items, our shipping cut-off time is 10 AM EST Monday through Saturday. This means that orders placed up to 10 AM EST Monday through Saturday will typically ship out the same day. Orders placed after 10 AM EST will ship out the next day. Some products may take longer to prepare and these exceptions will be noted within the product details.

Our standard shipping option may include either the US Postal Service (First-Class Mail, Priority Mail, and Parcel Mail) or FedEx Ground, depending on the order. Typical transit times are from 2 to 8 days, but this level of service does not provide a shipping time guarantee.

For those who would prefer it, we also have an option to ship via FedEx ground specifically. You can select your preferred shipping option during checkout.

It's been a while and I haven't received my order. What should I do?

First, check the tracking information associated with your order. We always send out an email when an order ships to confirm the shipment, and this email also includes a tracking number.

If you see an irregularity in the tracking information, like no tracking update for an extended period of time, or if your package shows as delivered yet you never received it, please send us an email (info@basispet.com) or give us a call. We'll be happy to follow up and resolve the issue.