Understanding the Status of Your Order
The status of your order is available in your Order History almost immediately after you place an order and is automatically updated each time it advances through the process. If products within your order ship separately, your Order History information will be displayed for each product. The list below includes status messages that inform you of your order status.
What is the difference between "Order Status" and "Tracking Information"?
The status of your order is supplied by petsmart.com. It represents the progress of your order between the time it's placed and the time it ships from our fulfillment center. Once your order leaves our fulfillment center, it's handled by a carrier (i.e. FedEx, USPS or UPS) that may provide tracking information until your order is delivered.* The tracking information is accessible from your Order History on our website when it becomes available.
*Tracking information may not be available for up to 2 business days after a product is shipped from our fulfillment center.
|Standard Status Messages|
|Submitted & processing||Your order has been submitted and the information you entered during Checkout is being processed.|
|Product(s) located in stock||The products that you selected and submitted within your order during checkout are available and have been located in our fulfillment center.|
|Product(s) located in stock||The products that you selected and submitted within your order during Checkout are available and have been located in our fulfillment center.|
|Shipped on: 00/00/0000||The products have shipped from our fulfillment center and are on their way to the designated shipping destination.|
|Backordered||One or more products in your order are currently unavailable for shipment. You will be notified via e-mail when the products(s) become available and ship from our fulfillment center.|
|Return received on: 00/00/0000||Returned products are being processed. If you returned a product to our fulfillment center, this status informs you that we have received the product.|
|Credit issued on: 00/00/0000||After your returned product is processed and your original order information is located, your credit will be issued. You can expect to receive credit for a returned product within 30 days of our receiving it at the fulfillment center.|
|Awaiting receipt of payment||Certain types of purchases may be paid for with personal checks. These orders remain on hold until payment is received and verified.|
|Additional Status Messages|
|Temporarily Suspended: Please call (888) 839-9638||Your order is suspended and is awaiting verification from you. This is potentially due to missing or invalid order or payment information. If you receive this status message, please call Customer Care immediately for assistance.|
|Canceled on 00/00/0000 due to missing or invalid order information||An error has occurred during the order authorization process. Your order was suspended, as we attempted to contact you, and finally canceled. Canceled orders cannot be reprocessed and must be submitted again at petsmart.com.|
|Canceled on 00/00/0000 due to missing or invalid payment information||Due to missing or invalid payment information, your order was canceled. Canceled orders cannot be reprocessed and must be submitted again at petsmart.com.|