I had been buying items for my pets from PetCareRx for several months, using PayPal to pay, with no issues. I placed this last order on Jan 30, 2021. On Feb 1, 2021, I received an email from them stating that the order had shipped. Then, on Feb 2, 2021, I received an email stating that while trying to process the order for shipping, the method of payment on file has declined. I checked my PayPal account, and the payment shows as being completed on Feb 1, 2021. I also checked my bank account, and the money has been removed from my account by PayPal. I called PetCareRx, as instructed in the email, and spoke with a rep (I will be polite & not mention the name here). She claimed that the PayPal payment was declined and that they do not have payment. Even though I explained to her that it shows on my PayPal account as paid, she says that they cannot ship it without payment. I then cancelled the order, which she agreed to. I asked for a cancellation confirmation number, but she said it was not ready yet, it would be emailed. I never got that email & ended up having to look my order up on the website to see that it had really been cancelled. I also insisted that my money be refunded, but she said I'd have to check into that myself with PayPal. Looks like I will end up having to file a dispute against PetCareRx with PayPal, and of course that takes time on their part. I sent PetCareRx an email on Feb 7, 2021, inquiring about my refund. I finally received a response 2 days later. This time the rep did confess that on Feb 2nd, my cancellation was approved by a supervisor & the refund was approved by accounting. This rep said I'd have to get my refund from PayPal myself. A customer should NEVER have to do this much follow up to get a refund for items that PetCareRx refused to ship even though it WAS PAID IN FULL when placing the order! This whole situation is shameful & PetCareRx has lost this customer. I want my stolen money back in my account NOW. It is starting to look as if PetCareRx is using various tactics to hang onto money that belongs to someone else. After this happened, I have ordered the items for my pets from other companies, also using PayPal, with no problems at all.