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What is the benefit of buying from an Authorized Retailer?
Our status as an Authorized Retailer for many of the top names in the pet industry allows you the full protection of the warranty and the peace of mind of knowing you received a new, high quality, 100% genuine product. It also gives you access to the manufacturers technical support teams for free.
How do I place an order online?
Placing an order online is both convenient and simple! Just click on the pet products you wish to add to your shopping cart. When you are done adding all of your items to your cart, just click on the "Checkout" icon. After you enter your mailing address, the final total for your products and shipping fees will appear on your screen.
For your convenience, shipping is "FREE" on all orders shipped to the lower 48 States. Most orders to AK, HI and Puerto Rico are charged a flat fee of $5.95 for smaller items (collars, treats, etc). Heavier items (crates, fences with 14 G wire etc) can be shipped to AK, HI and Puerto Rico. Call for shipping quote.
Can I place an order by phone?
Yes. We accept all phone orders toll-free. Just call 1-888-501-PETS (7387). Our customer service representatives are available to help you from 10:00 a.m. to 8:00 p.m. EST everyday. Should you have any questions, just ask-we're happy to assist you!
I just placed an order. When will it ship and how?
Most of our orders ship the same or next business day. We get them out our door quickly using one of preferred carriers-USPS or UPS.
Can I place a "RUSH" order?
Yes. We offer expedited shipping methods. If you need your product sooner than standard shipping delivery time, just select one of the faster methods of shipping during the Checkout process. All costs will automatically be added to your order.
What are my payment options?
We make paying online easy by offering several payment options. You can pay for your order by using either Visa, MasterCard, American Express, Discover and PayPal. All personal and payment information is secure. We take the safeguarding of you personal information very seriously.
Do you charge sales tax?
Sales tax is only charged on orders shipped to Rhode Island.
Can I receive an email confirmation after I place my order?
Yes. We will automatically send you confirmation of your order. You will receive a second email with a tracking number to the email address you provide us during checkout once the product has been shipped. Should you not receive your order confirmation or tracking number, be sure to check your "Spam" or "Junk Mail" folder.
What should I do if I need to make changes to or cancel my order?
As long as your order has not been shipped, you can make changes to or cancel your order. As soon as you know you need to make changes to or cancel your order, contact us by phone so that one of our customer service representatives can assist you.
How long will it take to receive my refund?
Refunds are processed after we receive and inspect the returned products. Once processed, the credit for your returned items (minus outbound shipping fees if International order) should be reflected on your credit card account within 3 to 5 business days.
Do you charge a restocking fee for returned items?
No. We do not believe in charging our customers restocking fees.
What if some of the products in my shipment are damaged?
It is important to inspect all of your products as soon as you receive them. If any of your products are damaged, please contact our customer service department at 1-888-501-PETS (7387) within 48 hours from the time your package was delivered. One of our customer reps will assist you in filing a return claim through UPS or USPS.
Can you ship to P.O. Box addresses?
Yes. However, we will have to ship your order via USPS Priority Mail because UPS does not deliver to P.O. Box addresses.
Can you ship to APO/FPO addresses?
Yes. But we cannot guarantee or confirm the date and time of delivery on orders shipped to APO/FPO addresses.
Can you ship to Canadian addresses?
Yes we can ship many items to Canada. The ordering customer is responsible for any and all costs associated with the shipment, including shipping, taxes, duty, and brokerage fees. There are some products that cannot be shipped to Canada by law. Please note that Garmin products and RSC Products (Petsafe, Innotek, SportDog, Drinkwell brands) can only be shipped to a US address.
How much does it cost to ship to Canada?
The shipping surcharge to Canada depends on how much you spend. We are forced to add this surcharge because it is much more expensive to ship to Canada when compared to the USA. If you return your item the shipping charges and shipping surcharges are deducted from your refund.
$0.00 to $49.99 = $24.95
$50.00 to $499.99 = $29.95
$500.00 and up = $39.95
***Most small items under $100 are light enough to be shipped for a flat rate of $13.95 to Canada. If ordering batteries, collar straps etc. send us a message at firstname.lastname@example.org. We will be glad to let you know if your item can ship for the reduced rate. If it can we will send a coupon code to use at checkout.
For any other questions, feel free to contact us at 1-888-501-PETS (7387).