Order Information

Thank you for choosing petpetsupplies.com - At Pet Pet Supplies, we work hard to provide our customers with the best possible customer service. See the FAQ's below for answers to commonly asked questions. If you don't find an answer here, please let us know!

FAQ’s

Ordering Online

Is your web site secure?

Shopping with your credit card with PetPetSupplies.com is guaranteed to be safe and secure.

We take extensive steps to process thousands of Internet transactions securely and safely. Our secure server software (SSL) is the industry standard for securing credit card transactions over the Internet.

This software encrypts all your personal information into an unrecognizable code that is securely transmitted from you to us. When this encrypted information reaches our secure server, we translate it back to its original form and store it safely offline and inaccessible through the Internet.

To continue our commitment to your security, every credit card processed is run through an address verification process to verify that the card is registered to the billing address on the order.

We are dedicated to providing you with a secure, worry-free shopping experience.

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Can I order over the phone?

Absolutely! We understand it's sometimes easier to talk to a "real person " when placing an order. Call us anytime Monday thru Friday between 9am and 5pm Central time. Our number is: 1-800-PET-5508 (1-800-738-5508 ).

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Payment Options

We accept Visa, MasterCard, Discover, and even paypal.

Currently we do NOT accept cashier's checks, personal checks, or purchase orders. .

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Online Order Status (Tracking info and more)

When you place an order with us, you will receive a link that will allow you to track that order. Once your order ships you will receive another email with tracking information (if available).

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Confirmation of orders

After placing an order you will get a confirmation email within 10 minutes. If you place an order with us and don't get an confirmation email check your "junk" mail folder - it will probably be in there; otherwise, shoot us an email and we'll get you set up.

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Tax

You will only be charged tax if you are a resident of New york (8.25%). We are required by law to charge sales tax on orders shipped to New York addresses, which is calculated and itemized during the online ordering process.

No sales tax will be applied to orders shipped to addresses in other states. We do not currently have the capability to handle Tax Exempted Orders even if you are a certified tax exempted organization in New York.

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Price Matching

We offer a Price Match option on almost any product. We do reserve the right to decline to match a price, but in most cases we will honor price match requests with other websites.

In order to qualify for a price match consideration, the following conditions and rules must be met:

1) The product must be in-stock and ready to ship that day on the lower priced site. Backorders will not be matched and we do not match prices on items that are out of stock.

2) The item must be EXACTLY the same as the product you want to order from us. Same color, size, year, model, etc.

3) The product must be the same year. We do not price match on closeouts from previous years, scratch and dent items, blems, etc.

4) Coupons and promotional codes may not be used with price matches, either from our site or from a competitors coupon.

5) Shipping prices will be met as well in the event that the lower priced site has a more expensive shipping charge.

6) The Product must be orderable online. Online advertisements are not honored unless the product can be ordered online through a secure server with a functioning shopping cart.

7) The price match must be completed BEFORE you order the product from us. No price match requests will be honored on items that have already been ordered and/or shipped.

If your request for a price match meets all the above guidelines, feel free to give us a call and we'll let you know if we can match the price! 99.9% of the time we will

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Warranty Information

Warranties of the products are provided by the manufacturer of the products, therefore the warranty period of each product varies. Please contact us at customersupport@petpetsupplies.com to find out the specific warranty information of a particular product.

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Changing Information On An Order

After you have placed an order, if you want to change information on an order such as shipping address, order quantity, or other information, please call us or email us at customersupport@petpetsupplies.com; this needs to be done within 1 business day of your order, because we cannot edit your order once it has been processed and shipped out.

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Can I order from your physical store or through a physical catalog?

While our office is located in Jericho, NY; our warehouse is actually in Florida and Chicago - thus we do not currently offer local pickup for purchases from our website.

We are a ecommerce & direct mailing only company and we do not currently have a brick & mortar store where we display our products.

We do not currently have a physical catalog, all our products are online on our website.

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Shipping

Want to know how much a product will cost to ship?

As you are shopping, simply select the product you are interested in, put it in the shopping cart, type in your address, and check the shipping cost with the shipping calculator at the bottom of the page.

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Where we ship

Currently we only ship to addresses within the contiguous 48 states of the US. If you live outside the continental United States (ie. Canada, Alaska or Hawaii) but you have a stateside address, we can certainly arrange to ship your order there. We do not currently ship international or to any APO FPO addresses.

For international customers, we recommend you using mail forwarding services such as International Parcel Services which will provide you with a domestic US address of us to ship the products to, and they'll forward the package to your home country.

For customers looking to have their purchase shipped to their APO FPO address, we recommend you using mail forwarding services such as APOBox.com which will provide you with a domestic US address of us to ship the products to, and they'll forward the package to your APO or FPO address.

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Delivery times, Rush Orders, & Backorders

Most domestic orders ship within 2-3 business days from when your order was placed. It will take another 3-8 business days for your item to arrive after they have been shipped. Product descriptions may provide a shipping estimate time to ship. Some of our suppliers ship directly to you so you may receive your order in multiple shipments.

At the moment, we do not offer rush shipment.

In the case when an item is on backorder, we will notify you within 2 business days about the wait time and let you decide if you want to wait or a full refund for your order.

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Method of delivery

Pet Pet Supplies uses a combination of UPS, or USPS for most shipping within the United States. We've found that they provide the best value and reliability for our customers. Please note that you cannot request which carrier to use for shipment, as it is determined internally depending on the item's weight and dimension.

Please note that we do not ship to APO and FPO addresses

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Item Got Lost?

If an order is lost during the shipment from the carrier to you, we will assist you to contact the carrier to track the package. We will however not be able to provide a refund for the lost order because it is out of our hand.

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Gift Wraps

We do not currently provide a gift wrapping service.

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Shipment From Multiple Locations

For some of the products, they are shipped from multiple locations, thus you may receive part of your order first, and then others later. Upon receiving first part of your order, we recommend you can wait for a day or two before checking with us the status of the remaining part of your order.

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Returns & Exchanges

Returns

If you need to return something, please send an email to customersupport@petpetsupplies.com within 7 days of receiving your order for authorization on a return, you will then receive our email about the return information and address. We accept authorized returns within 14 days from receiving your order as long as the items are unused in the original packaging and in resellable condition.

Once we have received your item, we will provide the refund through cash back after deducting shipping cost incurred - a 20% restocking fee will be charged. If the item's packaging has been damaged and no longer in resellable condition, we will charge a 50% restocking fee.

Please note that for product returns, do NOT return it to our mailing address or our warehouse address - please email us for a return authorization BEFORE returning us the item(s) or a refund will not be received.

Your satisfaction is not enough -- we insist that you be ecstatic with anything you order from PetPetSupplies.com.

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Refunds

Once we have issued you a refund, the refund will take 3-5 business days to show up in your account. That is due to the processing time from merchant bank and it is something that is out of our control.

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Exchanges

We do not accept exchanges, but you can exchange an item by returning it to us and placing a new order for the item(s) that you would like in place of the original order.

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