FAQs

General Questions

Being a Milano means having exclusive access to a number of perks such as a birthday discount equivalent to your age that you can stack on top of other general discounts, first look at our new arrivals and collections, weekly emails that may offer discount codes, occasional store credit giveaways, opportunity for you and your pet to be featured on our social media platforms, and many more! Sign up to become a Milano now by signing up to our newsletter or by creating an account.

You may email us anytime at support@milanpets.com and we will reply within 24 hours. Your feedback is very important to us. If you have any general comments or suggestions, you may also write us here.

Shipping

All orders ship from Los Angeles, CA USA. Our standard shipping time is 3-5 business days via USPS First Class Mail. If you need your order sooner, please choose USPS Priority Mail or UPS at checkout.

Your order will ship after we've completed processing your order and information. This process can take 24-48 hours depending on the day and time of your order. When your package is ready to ship, we will notify you via email. Visit our shipping and handling policy for more information.

Standard shipping time is 3-5 business days depending on the day of order and size of parcel. We partner with USPS, UPS, and FedEx to ensure that your product arrives secured and on time. Your order may arrive a little bit earlier or later than your estimated delivery date due to undesirable circumstances. Please note that your estimated delivery date is only an estimate and not a guarantee. Visit our shipping and handling policy for more information.

*COVID-19 has affected our shipping times. Please allow 4-7 days to receive your package. We apologize for any inconvenience. Read about the steps we're taking here.

Yes, we provide free tracking along with your order. When your order is processed and ready for shipping, you will be sent tracking information via email with a link to the carrier's website where you can track the progress of your package.

Yes, due to COVID-19, our standard shipping time of 3-5 business days has been delayed to 4-7 business days. We apologize for this delay and we are working with our warehouse and shipping affiliates to resolve this issue. The health of our affiliated workers is our top priority during this pandemic, and we want to ensure their safety by observing government-suggested precautions which also contribute to the delay in shipping. Learn more here.

Currently, we only serve our customers within the continental US, but we are working closely with our shipping affiliates to expand to other countries.

If you select same-day shipping at checkout, your order will be expedited through our system and will be sent to our parcel service affiliates (USPS, UPS, or FedEx) in the same day that you ordered. Orders for same-day shipping must be sent before 1PM EST Monday-Friday, excluding holidays. Orders sent after 1PM EST Monday-Friday, weekends, or holidays will be shipped on the nearest following business day and will be prioritized over all other orders. 

Email us immediately at support@milanpets.com. We are able to guarantee a change in information if you are able to email us within 6 hours of your order. Requests made beyond 6 hours are subject to a 15% fee if we are able to capture your order. Visit our shipping and handling policy for more information.

Returns

If you are not satisfied with your order, please email us at support@milanpets.com within 30 days of delivery to be eligible for a return. If you notify us of your return within 15 days of delivery, you are eligible for a full refund up to the product value. If you email us within 30 days of delivery, you are eligible for a store credit. Unfortunately, any shipping costs that were paid at checkout are automatically sent to our shipping affiliate, and are non-refundable.

Yes, all exchange requests must be placed within 30 days of delivery. Please email us at support@milanpets.com to ask for a free exchange.