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What forms of payment do you accept?

We accept the following major credit cards: Visa, Mastercard, Discover Card, and American Express. We also accept payment through PayPal.

Any form of acceptable payment must provide buyer's complete name, address, and contact information. Please contact us directly with any questions.

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How secure is your payment processing?

We understand that the safety of your personal information is extremely important. We take great pride in offering our customers and visitors the safest environment possible. Unlike many online merchants, Rescue Pet Supply employs 128 bit encryption to EVERY page on our store. This means you information is safe whether you're making a purchase or simply browsing.  

Additionally, every order with a Bill To:/Ship To: address mismatch must be verified, by telephone, before the order will be processed and shipped. Any order with a credit card security code mismatch is automatically cancelled. 

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Why do you require a telephone number and email address before you will process and ship my order?

Our reason is twofold.
First, on occasion, problems arise with orders either during the shipping process, or after the order has been shipped which may require that we contact you for additional information regarding your order. If this occurs and we have not required this information, we would be stuck, as would you, in a situation where we cannot ask you the simplest question over the telephone to resolve the problem. Hence your telephone number is required. We do not share your information with ANYONE.

Second, we have an extensive Fraud Protection Suite through Authorize.Net, our credit card processing company, but unfortunately clever Internet thiefs who have already stolen your information have ways around these protection filters. The most precise way to authenticate an order is via email. Your email address is a unique identifier that no one else should be able to access. If our correspondence, generally your sales receipt, is returned to us as an undeliverable email address, we must hold your order until we can verify a good email address before completing processing of your order. If we cannot do this, your order will be canceled. Remember, we do not share your information with ANYONE. For further information please refer to our Privacy Policy.

As an added layer of security, if your billing address and shipping address don't match, we require a telephone verification of the buyer before the order can be processed. 

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How do donations really work?

We love animals just as much as you do, and we have backed up our dedication for the past 11 years with thousands of dollars in donations to animal rescue groups across the country. Beginning January, 2015, we will modify our approach by making a monthly donation to a worthy animal rescue group in the amount of $250.

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May I pickup my order at your store?

We do not stock products at our corporate office. All orders must be submitted through our online store.

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What is your Return Policy?

YOU MUST OBTAIN RETURN AUTHORIZATION BEFORE RETURNING ANY PRODUCT.

You may return most new, unopened items within 30 days of delivery for a full refund*, less shipping charge. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, submit your return request through your online account, or by CLICKING HERE. If you do not have an account please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. Remember, we do not pay return shipping unless the error is ours. If it's your mistake, unfortunately you pay the shipping.

*Restocking charge - Some items are shipped directly from the manufacturer and carry a restocking charge if returned.

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May I Order by Telephone?

Yes, we do accept orders by telephone. However, the quickest and safest way to order is via our online order system. Our website is exceptionally secure and is certainly more secure than an unencrypted telephone line for passing confidential information. If you wish to place your order by telephone, call our toll free number, 1-866-454-PETS(7387), during regular business hours of 9:00am to 3:00pm, Monday through Friday. If you receive a recorded message please leave your contact information, (name and daytime telephone number), and the best time to contact you. We will return your call within two business day.

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I placed an order but did not receive email verification of my order. Why is that?

In most cases the reason that you do not receive a credit transaction receipt and an email copy of your invoice is that you are using a spam filter or ISP service that is filtering your email. For example, if you are using Earthlink, our email receipt will generate a request from Earthlink, on your behalf, requiring us to verify the nature of our contact before the email is allowed to be delivered to your email Inbox. Unfortunately, we do not have the time nor the manpower to respond to these requests. The solution: Add our domain, rescuepetsupply.com, to your list of approved or authorized domain from which you will receive email. We also have instances where customer's have left a fake email address to avoid incurring spam messages. Be advised that we do not sell or give your email address to any third party and we do not send unsolicited emails.

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When I attempt to view your store menus they are cutoff and do not display properly. What do I do?

Our new online store was developed to accommodate a large range of Internet browsers. Most specifically, we are compatible with all the current versions of Microsoft Internet Explorer, Mozilla Firefox, and Apple Safari browsers. We are also backward compatible with some of the previous versions of these browsers. Unfortunately, we cannot be compatible with all the older browser versions. In particular, if you are using an AOL version browser it is recommended that you upgrade to another browser immediately. To best enjoy the functionality of our online store, and to improve your overall Internet experience, we suggest upgrading to the latest version of whatever browser you prefer to use. We have included below links to upgrades websites for the more popular browsers. These upgrades are free and generally perform the upgrade automatically. Please consult your ISP (Internet Service Provider) if you require further assistance.

Microsoft Internet Explorer Upgrade
Mozilla Firefox Browser
Apple Safari Browser

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What does the Promo Code box mean at checkout and how do I participate?

From time to time we issue promotional coupons on Twitter, Facebook, and monthly within our Rescue Pet Supply Newsletter. Use these coupons/codes to save money on your next order. Customer Promotional Coupons/Codes are redeemed during the checkout process and are applied to the order total excluding shipping and taxes. 

A tip! There is a promo code displayed on every product page. Enjoy!

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I'm interested in purchasing an item that you also sell on Amazon, but your Amazon price is less? What do I do?

We appreciate our customer loyalty and like to reward this loyalty every chance we get. From time to time there will be discrepancies in the pricing between our Amazon Merchant store and our Rescue Pet Supply store. If you find that OUR price is less on Amazon, place your order through our Rescue Pet Supply online store and send us an email indicating that you found the pricing to be less on Amazon. We will confirm this information and adjust your selling price. This is a great opportunity for our loyal customers to receive the benefits of our Amazon pricing, while also being able to earn points towards future orders! This offer does not apply to shipping charges and sales tax and only applies to Rescue Pet Supply items on Amazon.

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How do I access Reward Point and store credits?

We made major upgrades to our store in March, 2015. Since we had no way of transferring reward points to our new platform, we added a store credit to each customer's account in the amount of $5.00. We didn’t want our customers to lose Reward Points due to the move. Reward Points are earned with each order placed in our store. 

Reward Points and Store Credits are not automatically applied to your order as many of our customers like to accumulate credits for larger purchase. Any store credits can be applied to your order at checkout, or saved for later, while selecting payment method. See example below:

How to apply store credits and Reward Points.

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If you don't find an answer to your question below please call (866)454-7387 for a friendly customer service representative who is focused on your satisfaction.

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