Frequently Asked Questions
Before Placing My Order
Can I ship my order to Canada?
Yes. Canadian orders may be shipping via the US Post Office's Value Ground service. Please expect an estimated
delivery time of 2-3 weeks. Canadian orders can also be placed by calling our customer service associates at
1.570.384.5555 or 1-800-738-7877. Our associates will assist you with your order and advise you on Canadian
shipping rates and delivery times. Orders that are shipped to Canada require a shipping surcharge of $15.00 plus
a $4 packing and handling brokerage fee per order.
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Where can I get additional product information?
Additional product information can be obtained by calling our Customer Care Center at 1-800-738-7877.
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Who do I call to recommend a product you should carry online?
1-800-PetSupplies.com welcomes the opportunity to serve you better by allowing you to provide us feedback on products
you would like to see online. Customers may use the e-mail form above to communicate product needs. Due to the
volume of e-mail we receive we will not be able to respond personally to your e-mail, but we appreciate your
product suggestions.
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I don't see a product I am looking for online, who can I call to see if you have it?
If you are having trouble locating a product online, call our Customer Care Center at 1-800-738-7877 for assistance.
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What credit cards are accepted on 1-800-PetSupplies.com?
1-800-PetSupplies.com accepts MasterCard, Visa, American Express and Discover.
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Do you accept tax exempt orders online?
Unfortunately, 1-800-PetSupplies.com is not able to accept tax exempt orders.
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Do you charge Sales tax?
United States Sales Tax: 1-800-PetSupplies.com, a division of PetsUnited, LLC. is required to collect sales tax on orders
shipped to PA & MO. The appropriate state and local tax rate will be charged on the price of the purchased items and,
where required by law, on shipping and handling charges. If you are making an exempt purchase, please contact the customer
service center and provide them with the appropriate documentation (e.g. Resale or Exemption Certificate) to claim your
exemption. Contacting our customer service associates at 1-800-738-7877 or 1-570-384-5555 before entering your order will
help to avoid billing adjustments.
Canadian Sales Tax: A service fee will be added to all orders shipped to Canada to cover the cost of export taxes. Orders
that are shipped to Canada require a shipping surcharge of $15.00 plus a $4 packing and handling brokerage fee per order.
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Technical Problems
How can I report a problem with your site?
If you experience problems that are isolated to our site, please submit an e-mail using the form above with the specific
details of the issue you are experiencing.
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Who do I call if I am having problems with my computer?
We recommend that you call the customer service number for your computer brand or the store from which you originally purchase
your computer.
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What internet browser is best for viewing this site?
The 1-800-PetSupplies.com site has been optimized for Microsoft's Internet Explorer 6+, Mozilla Firefox 1.5+, and Apple's Safari 2+.
If you do not choose to use either of these browsers, you may experience difficulty viewing some areas of our Web site. To update
your browser, please visit: www.microsoft.com/ie, www.mozilla.com/firefox, www.apple.com/safari.
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How can I make 1-800-PetSupplies.com operate/download quicker?
A minimum connection speed of 56K is recommended for viewing this site. Although any connection will work, faster is better. The
difference in performance is mainly in the speed that images and text will load as you go from one page to the next.
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Privacy & Security
If I register on your site, will my personal information be shared or sold?
Please visit our online Privacy & Security Statement for detailed
information on how 1-800-PetSupplies.com handles your personal information.
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Where can I find a copy of your Privacy & Security Statement?
To learn more about our policies on privacy and security, visit our Privacy
& Security Statement page.
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How can I opt-out from receiving marketing information from PetSupplies.com?
You can access your online account and edit your "Mailing/Automatic Sign-On Information" to opt-out of receiving promotional
information from 1-800-PetSupplies.com.
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Return Policy
How long will it take for me to receive a credit once I return an item?
We administer return credits within 48 hours after the product is received in our return center.
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What is your return policy?
For a complete review of the 1-800-PetSupplies.com return policy, visit Our Return Policy page.
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Will I be reimbursed for my return shipping costs?
1-800-PetSupplies.com does not reimburse return shipping for products returned for reasons that are not the fault of 1-800-PetSupplies.com.
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How do I report a damaged or defective product?
Please call our Customer Care Center at 1-800-738-7877 immediately if you discover any damage or defects with an item ordered online.
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Can you replace my order?
Yes, depending on the availability of the items in the order. Call the Customer Care Center at 1-800-738-7877 to request a replacement order.
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Paying For My Online Order
What credit cards are accepted on 1-800-PetSupplies.com?
1-800-PetSupplies.com accepts MasterCard, Visa, American Express and Discover.
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Why was my credit card declined?
For your protection and security, we run each credit card order through an authorization process before any amount is charged to the
card to prevent unauthorized purchases. Sometimes a credit card is declined; there are several reasons why this may happen.
Credit cards are sometimes declined because the customer's information doesn't match what the credit card company has on file. This is
often the result of a simple typographical error. Of course, the card may be declined if the amount being charged exceeds the credit
limit. The problem could also be an issue with the internal 1-800-PetSupplies.com credit processing system, rather than with your card.
If your card has been declined, we will let you know by e-mail if the order was placed online, or call you if the order was placed by
telephone. You'll have to contact your credit card company for details on why your card was declined. If you would like to continue with
your order, you'll have 24 hours to contact us with a different payment option to keep the same order open.
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Password
I forgot my password, how can I get another or retrieve my password?
Visit the Forgot Password page for information on how you can reset your password.
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