Our Customer Care Commitment

Real Humans. Real Pet Lovers. Zero Automated Loops.

💬 1. The Zero-Bot Guarantee

When you open a ticket or drop an email to Fetchia, your message lands directly in the inbox of a live customer care advocate who understands pets, products, and logistics.

• Contextual Care: We look closely at every single order problem individually. We treat you like a person, not a support ticket number.
• Empowered Solutions: Because you are speaking directly to a real team member, we have the authority to process replacement packages, update transit routes, and issue credits instantly without making you wait for a manager's approval.

⏰ Our Active Care Windows

To maintain premium, thoroughly detailed replies, our support desk operates during the following dedicated hours:

Monday – Friday: 9:00 AM – 5:00 PM (EST)
Standard Response Time: Typically within 12 to 24 hours or less.
*Messages received over weekends or national holidays are cataloged securely and addressed first thing on Monday morning in chronological order.

🚀 2. How to Help Us Help You Faster

Because real human eyes look at every message, you can help cut down your resolution time by providing key order metrics right away on your first message:

• Include Your Order Number: Always place your 4 or 5-digit order code (e.g., #1024) inside the email subject line.
• Use Your Checkout Email: Message us from the exact same email address you used to complete your purchase so our database populates your tracking details automatically.
• Attach Media for Damage Claims: If a global courier handled your box roughly and an item arrived broken, simply attach a quick snapshot or cell phone video of the issue to your initial email so we can instantly skip the questions and dispatch a brand-new replacement package.

🛡️ 3. Fair-Play Conduct Policy

We treat every customer with immense respect, kindness, and empathy, and we work around the clock to resolve logistical shipping delays or anomalies. In return, we kindly request that our human customer care agents are treated with the same base courtesy. Profanity, hostile threats, or abusive language targeting our solo customer support desk will result in an immediate closure of the support channel and potential cancellation of unfulfilled order access. We are here to help, always!

Need a hand with a tracking code or product setup?

Click the button below to open your email app, or simply fill out the contact form at the bottom of this page.

Click here to email: supportfetchia@gmail.com

Please allow up to 24 hours for our team to deep-dive your request and construct an accurate response.