Frequently Asked Questions

Below you’ll find some of the most commonly asked questions by pet parents just like you! If you still don’t find what you’re looking for, no worries! Click on the little help icon in the bottom right corner, send us an email, or give us a call at 971-308-7387.

What’s your return policy?

If you or your pet are unhappy with an item, you can return it for a full refund or an exchange up to 30 days from the date of purchase, even if it’s been opened! We understand that every pet’s needs are different, and will help you get the best solution.

Online Returns

For items purchased online, returns are as easy as 1, 2, 3!

  1. Fill out a return formWe will respond within 24 hours.
  2. Once the return is initiated, we’ll send a shipping label. Pack up your item and send it our way!
  3. Give your pet some extra scratchies from us while you wait for your exchange or refund :)

You can find out more about our online return policy here

In Store Returns

For items purchased in store, here’s what you should bring with you:

  • The item and its packaging, especially for bags of food. For wet food cans, we don’t need the old food, just the empty can!
  • Your phone number for the loyalty program OR your receipt.
  • For credit card purchases, the card you used.

You can find out more about our in store return policy here

When will my product arrive?

Depending on stock levels, orders placed by 12 pm PST will be packed the same day. Once your order is processed, you’ll receive a shipping confirmation email from us complete with a tracking number.

If you are within our local delivery zone, you'll receive an email notification letting you know once it has gone out for delivery.

Can’t find the email? Check your spam folder, or let us know and we’ll be happy to resend your tracking number or update you on the status of your order!

I’m looking for a specific product, but I don’t see it on your website, do you sell it?

If you can’t find what you’re looking for, let us know! Being an independent retailer means we have great relationships with our distributors, and we’re often able to order products just for you. There’s no additional charge for this service, you’ll only pay for the product and the shipping. Since it’s not a typical item, shipping times will be longer than usual depending on the distributor, but we’ll be sure to give you the best timeline of when to expect your item!

How can I get free shipping?

For our Oregon and Washington customers, you are eligible for free shipping with a purchase of $75 or more! For orders up to $75, shipping is a flat rate of $6.

If you live in the Portland area, in-store pickup is are available! Plus it’s FREE!

You can learn more about our delivery options here.

How do I change my Pets on Broadway account's password?

To change the password of your Pets on Broadway online account, head up to the account icon in the upper right hand corner of the screen, to the left of the shopping cart and search icon.


Then, click on "Reset Password" on the bottom right of the login field. You will then be required to input your email address.


Go ahead and put your email address into the required field and click "Submit". You will be emailed instructions on what steps to take to reset your new password.


In Store Questions:

What kinds of animals do you sell?

Thinking about adding a new pet to your family? We would be happy to help!

The process for picking out a new pet is a little different because of Covid, but you still get all the great care and attention you need to find the perfect pet for your home.

More details coming soon!

Do you sell puppies?

We do not sell puppies in our store. We'd recommend checking out any of the local shelters such as the Oregon Humane Society, Multnomah County Animal Services, The Pixie Project, or Family Dogs New Life. If you're looking for a specific breed or age, check out Petfinder!

Do you engrave dog tags?

Yes we do! We carry basic tags in small and large sizes, and a variety of colors and shapes. It's $6 to engrave one side, and $7 for both sides. If you're looking for something with a little more style, we do also sell Red Dingo tags which are engraved at their facility and then shipped directly to you! 

Do you carry live or frozen feeders?

Yes we do! For our scaly friends we carry:

  • Live and frozen mice
  • Live and frozen rats
  • Crickets
  • Dubia Roaches
  • Fruit Flies
  • Comets
  • Mealworms
  • Nightcrawlers
  • Waxworms

Do you have vaccinations or heartworm preventatives?

We don’t carry these products regularly as they must be prescribed by a veterinarian, but every Sunday and fourth Wednesday we host Good Neighbor Vet’s mobile clinic! If you’re on a budget and in need of vaccines or other preventative medications, this is a great option for you! You can learn more about the program here.

Do you carry CBD for pets?

Yes we do! We proudly carry CBD products by Pet Releaf, Holistic Hound, and Earth Animal. We know that choosing the right CBD product for your pet can be intimidating, so feel free to check out our blog article on CBD, give us a call, or stop by the store!

*All CBD products are available in-store only.

Do you offer grooming services?

Our store does not offer grooming services, however we have a great selection of grooming products like nail trimmers, shampoos, clippers, and more! If you’re looking for a groomer that’s close to us, check out Townhouse Pet Care on NE Sandy!