FREE SHIPPING OFFERS
FREE SHIPPING on any order over $50.00*
Free shipping is automatically displayed as an option to qualifying orders at checkout.
*Please note that Free Shipping applies to orders shipped to addresses within the contiguous 48 U.S. States. If you require special handling or a specific carrier please contact our office before placing your order. Free Shipping offers are subject to change without notice.
General Shipping Information
We can ship to virtually any address in the world. Please contact us if you don't find your country as eligible shipping destination. Note that there are restrictions on some products, and some products cannot be shipped to international destinations or non-contiguous US State (Alaska and Hawaii). Please contact for information on international shipments.
Our shipping model is very simple. We offer real time shipping rate calculations using either UPS or USPS offering the lowest rate possible based on the size of your package.
Shipment Travel Time*:
Economy (Standard) - 3-7 days (US domestic)
USPS Priority Mail - 1-3 days (US domestic)
UPS - 2-6 days (US Ground contiguous States)
Effective 12/26/2016 - Daily rates for UPS® Ground service will increase an average net 4.9%. For an indepth look at shipping charges and how they are determined visit "Understanding Shipping Charges".
*All travel time is based on business days.
If you're not in a big hurry to receive your shipment, we also offer Standard Ground Shipping which in most cases is less expensive than USPS Priority Mail or UPS Ground. Delivery may take 1 -2 days longer. For our friends in Alaska and Hawaii, we offer USPS Priority Mail exclusively.
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. If your order was shipped under our "Free Shipping" offer, and the return is not our fault, the actual shipping charge will be deducted from total refund.
Need Help with a Return?
Our very helpful customer service team is here to serve you from 9am - 3pm, Monday - Friday and can be reached toll free at 1-866-454-PETS (7387). You may also contact us via email 24/7. We'll be happy to provide you with an RMA (Return Merchandise Authorization) number and instructions for returning your product. Please remember that all returns MUST have an Return Merchandise Authorization before it can be accepted at our warehouse.
We do not pay return shipping unless the error is ours. If it's your mistake, unfortunately you pay the shipping.
*Restocking charge - RESTOCKING FEES of up to 20% may apply, depending on the item. Some items are shipped directly from the manufacturer and carry a restocking charge if returned. In particular Pet Gear (25%), K&H (25%), Ergo (25%), and Midwest Products (25%). You will be advised of any restocking charge before you receive you return authorization.