Overview:
Pet Owners should expect to receive their shipped orders within 10–15 business days. You can view the current status of an order directly from the Pet Owner’s DocuPet profile. During the order process, administrators can also select Expedited/Priority Shipping for an additional cost if needed.
How-To:
1. On the main page, go to Pet Owner Record Search and search for the pet owner you are looking for.
2. From the search results, click on the pet owner’s name to open their DocuPet profile.
3. On the left-hand side, navigate to the Order History section to view all previous orders and their current status.
Order Statuses:
Pending: When an order has a Pending status, the order has been started but not completed. It has not been placed or paid for yet. Any pending orders that remain unchanged for 60 days will be permanently removed from the pet owner’s order history.
Ordered: When an order has been successfully placed, the status will update to Ordered. The order summary will be available to review at any time.
Processed: After the order has been paid for and sent to the DocuPet Fulfillment Team, the status will update to Processed.
Fulfilled: Once the Fulfillment Team begins actively working on the order, the status will update to Fulfilled.
Shipped: This status indicates the order has been shipped and is on its way to the pet owner’s address. Pet owners should expect to receive shipped orders within 10–15 business days.
Returned: If an order is returned to DocuPet for any reason (such as a postal issue), the status will update to Returned.
Canceled: If an order is canceled by a DocuPet administrator, the status will update to Canceled and will not continue through the fulfillment process.
Complete - No Shipping Required: This status indicates the order has been completed and does not include any items that require shipping. This typically applies to orders that only include licenses, fees, or other items that are completed immediately.
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