FAQs

What is the status of my order?

Preparing for Shipment: This means we’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information. 

Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package. 

Delivered: Your order has arrived! Orders are delivered 7 days a week before 10 p.m.

 

How long does it take to get my order?

Most customers can expect to receive their food and supplies within 7 to 10 days. Orders that require prescription approval or personalization may take longer to ship.

 

How much is shipping?

Orders over $69 ship free! All other orders ship for a flat rate of $4.99.

 

Do I need to be there to sign for it?

Nope! If you're not home, the driver will leave your package at the door, inside your mailbox, or with your doorman.

 

 

What happens if my package gets lost?

All items purchased from AIITLE are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.

 

How do I make a purchase?

To place an order, make sure you are logged in to your AIITLE account or create a new account.  

Next, search for the items you would like to order. Use the search bar at the top of the page to search for products. Click on a product to see more details. To add the product to your cart, click on the orange button that says “Add to Cart.” 

After you add something to your cart, you can keep shopping or check out. To check out, click on the orange button that says “Checkout.” While you’re shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout. 

On the checkout page, add or select your shipping address. Any discounts or promotions will be reflected in your Order Total. When you’re ready, click the orange button that says “Place Order.” We’ll send you an email confirming your order. 

 

When will my payment method be charged?

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. There's no need to call or update anything online.

 

Why is my credit card not working?

If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card.

 

What information do I need to check out?

Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!

 

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, Apple Pay and PayPal.

 

How do I request a return or replacement?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at service@aiitle.com. When we pass the review, we will send a confirmation letter of return to your email. Then you have three days to send out the products to be returned. Items sent back to us without first requesting a return will not be accepted. Also, we cannot accept returns on sale items or gift cards.
You can always contact us for any return question at service@aiitle.com.

 

Can I cancel or edit my order?

Since all orders will be processed immediately, please beware that you have up to 12 hours to edit your order after order confirmation. We cannot cancel or edit your order after this 12 hours window. Please contact our Customer Service team immediately at service@aiitle.com should you have any urgent requests.

What is the status of my refund?

Depending on your banking institution, your refund will be credited back to your original payment method(s) in 3 to 5 business days.

 

What's your Privacy Policy?

Your privacy is very important to us. Read our Privacy Policy for more details.