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Frequently Asked Questions
Order Status
Can I track my order online?
You may track an order by accessing your online account and viewing the order status and tracking information in the order history
details. Also, once an order has shipped, a Shipping Confirmation e-mail is sent to you with the name of the carrier and the tracking
number, which you may use to track your order via the carrier's tracking site. Economy shipping orders ARE NOT trackable.
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How long will it take for my order to arrive?
Order arrival timelines are dependent upon product, inventory status and delivery method. Typically, orders will arrive to your home
within 5-7 business days. Items shipping via common carrier can take up to 3 weeks to receive. Exceptions are communicated on the
product information page of the item and in your shopping cart. In rare instances, when an item in-stock becomes unavailable after
you have placed an order, you will be notified of the status of that order via e-mail.
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What delivery area is covered by 1-800-PetSupplies.com?
We gladly ship within the 48 contiguous states, APO/FPO addresses, Alaska, Hawaii, the Virgin Islands, Puerto Rico, Guam,
and Canada. Delivery option restrictions by location apply.
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How can I review the details of an order I have already placed?
Registered users can log into their account and view the order history and details of any order that they have placed online.
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What is a backorder?
When a product is labeled as backordered, this means that there is currently none available in stock to ship to the customer immediately.
You may still place the order for the item and as soon as the item becomes available, one will be shipped to you. The estimated arrival
date to the 1-800-PetSupplies.com distribution center is communicated on the product's information page and in the shopping cart.
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Did you receive my order?
When an order is placed on 1-800-PetSupplies.com, an order confirmation e-mail is sent within 24 hours of the time you placed your order.
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Can I make changes to my order?
You may make changes to your order anytime after the order is placed as long as your order hasn't been processed. If you need to change
an order, call the Customer Care Center at 1-800-738-7877 to check if your order has been processed and change your order.
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How can I cancel my order?
You may cancel an order as long as it has not been processed. Please call the Customer Care Center at
1-800-738-7877. If your order has
not yet been processed, they will be able to assist in canceling your order.
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Shipping & Delivery
Can I ship my order to Alaska or Hawaii?
Yes. Products shipping to Alaska or Hawaii can only be shipped via Priority Air.
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Can I ship my order to Canada?
To place an order to Canada, please call 1.800.738.7877. Please expect an estimated delivery time of 2-3 weeks. A service fee of $30 will be added to all orders shipped to Canada. This fee will be in addition to the actual shipping charge.
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What are the shipping options for my order?
Below is a simple chart of estimated delivery times based on the length of our warehouse processing time and the average time it takes the carrier to deliver your order to your doorstep:
| Shipping Method |
Est. Delivery Time |
Carrier |
Base Rate |
Per Pound |
Economy Shipping
|
7-10 Business Days |
USPS |
$6.99* |
$0.00 |
| Expedited Ground |
2-6 Business Days |
UPS |
$8.99* |
$0.00 |
| 2nd Day Air |
2 Business Days |
UPS |
$17.99 |
$1.30 |
| Next Day Air |
1 Business Day |
UPS |
$25.99 |
$2.00 |
2nd Day and Next Day orders placed after 2 p.m. Eastern Time will not be shipped until the following business day. Delivery available Monday - Friday. Saturday delivery available in certain areas.
$6.99 Shipping Offer
Never Pay Extra For Oversized Items Again!
Enjoy $6.99 shipping on each and every order, regardless of weight or size! For faster service, upgrade to UPS Ground for only $2 extra.
* Offer only valid in the contiguous 48 states. Does not apply to: Canada, Hawaii, Alaska, Guam, Puerto Rico, Virgin Islands, APO or FPO.
Air Shipments
2nd Day
Customers that wish to upgrade to 2nd Day Air pay only $17.99 Base Rate + $1.30 per pound.
Overnight
Customers that wish to upgrade to Overnight Air pay only $25.99 Base Rate + $2.00 per pound.
Air shipments are excluded from any FREE SHIPPING offers.
General Info
We ship 95% of all orders received by 12:00pm ET the same day. Certain products are unable to ship via any air service and these are identified within the product detail pages as "Can't Ship Air." These products are shipped via ground only (through either USPS/Economy or UPS Ground). Products shipping to AK or HI can be shipped only via Priority Air.
** Prices and terms are subject to change without notice.
Orders typically ship from our warehouse within 24-48 business hours of submitting an order, excluding weekends. 2nd Day and Next Day orders placed after 2 p.m. Eastern Time will not be shipped until the following business day. Next Day air packages arrive by end of day on the first full business day after shipment, and 2nd Day air packages arrive the second full business day after shipment. Shipments for orders placed online are delivered Monday through Friday only. We do offer UPS Saturday delivery where available. To place an order for Saturday delivery, get rate or location availability, please call our customer experience team at 1-800-738-7877. In most cases, when using UPS Ground service, you should receive your products within 4-10 days of purchase. Deliveries to some locations may take longer.
Orders are sent from our distribution center in Pennsylvania.
|
Destination |
Approx. Delivery Time |
| Alaska |
4 - 9 Days |
|
APO/FPO** |
2 - 3 Weeks |
|
Canada |
2 - 3 Weeks |
| Guam** |
2 - 3 Weeks |
|
Hawaii |
5 Days |
|
Puerto Rico** |
5 Days |
|
Virgin Islands** |
2 - 3 Weeks |
* Delivery Times may vary, as orders may ship from more than one location.
** Most packages to these locations ship USPS Economy. Delivery times quoted are to metropolitan areas. Deliveries to remote locations may take longer.
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Which shipping carriers do you use?
1-800-PetSupplies.com uses UPS as our preferred carrier.
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May I choose my shipping carrier?
Customers may choose how they would like their order delivered between Ground, Priority Air or USPS Economy Shipping. 1-800-PetSupplies.com does not allow customers to select the carrier.
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Must I sign for my delivery?
Signature service is required for all shipments. Thorough inspection must be made upon delivery and all damage noted on the delivery rceipt. If an item is severly damaged, delivery should be refused and our company must be notified immediately. You must save all shipping and merchandise packaging. If signature service is waived, PetsUnited, LLC will not be responsible for any damages to shipments.
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Who do I call if my merchandise arrives broken or damaged from the carrier?
If you receive your order and it is damaged by the delivery company, refuse delivery (if possible) and call
1-800-738-7877. You must save all shipping and merchandise packaging.
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Is expedited shipping available on all products?
Expedited shipping is only available on those products that can be air shipped in accordance with Fed-Ex shipping requirements. Products exceeding the weight, girth measurements and products falling under the hazardous materials (hazmat) guidelines for dangerous chemicals can not be expedited. Products on the
1-800-PetSupplies.com site that can not be expedited are duly noted on the product information page.
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Why do "Next Day" or "2nd Day" deliveries sometime take longer than that to arrive?
Orders sent via "Next Day" and "2nd Day" are delivered to you the next day or second day from the day they are shipped. An order may not always ship on the same day it is placed.
Placing your order very late in the day, after the shipping companies have picked up their last shipment, is one factor that can affect shipping time. Also, due to the nature of items in the order, some orders may take longer to put together, pack and ship than others.
As a rule, you can expect orders shipped "Next Day" to take 2-3 days to arrive, and orders shipped "2nd Day" to arrive within 3-4 days.
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Are there any shipping restrictions based on delivery location?
UPS Ground only available to 48 Contiguous United States.
Expedited shipping (2nd Day and Overnight) only available to 48 Contiguous United States, Alaska, Hawaii and Puerto Rico.
US Postal Mail delivery only to PO Boxes, APO/FPO, Guam, the Virgin Islands and Puerto Rico.
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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, view our Return Policy.
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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?
Customers may call our Customer Care Center at 1-800-738-7877 immediately upon discovering any damage or defect with an item ordered online. You must save all shipping and merchandise packaging.
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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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