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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.
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How long will it take 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 destination area is covered by 1-800-PetSupplies.com?
We gladly ship within the 48 contiguous states, Canada, 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 their 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. Orders to Alaska or Hawaii may be shipped via the US Post Office's Value Ground service. Please expect an estimated delivery
time of 2-3 weeks.
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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:
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Estimated Delivery Time |
Carriers |
Base Rate |
Economy Shipping
(orders under $30) |
7-10 Business Days |
USPS |
$13.95 |
Economy Shipping
(orders between $30 and $49) |
7-10 Business Days |
USPS |
$8.95 |
| Economy Shipping(for orders over $49) |
7-10 Business Days |
USPS |
11% of product subtotal |
Expedited Ground
(orders under $30) |
2-6 Business Days |
FedEx |
$15.94 |
Expedited Ground
(orders between $30 and $49) |
2-6 Business Days |
FedEx |
$10.94 |
| Expedited Ground(for orders over $49) |
2-6 Business Days |
FedEx |
11% of product subtotal |
| 2nd Day Air |
2 Business Days |
FedEx |
$22.99 |
| Overnight Air |
1 Business Day |
FedEx |
$30.99 |
Delivery available Monday - Friday. Saturday delivery available in
certain areas.
Air Shipments
2nd Day
Customers that wish to upgrade to 2nd Day Air pay only the $17.99 Base Rate + $1.30 per pound for any FOB item.
Overnight
Customers that wish to upgrade to Overnight Air pay only $25.99 + $2.00 per pound for any FOB item. These orders are delivered by 2:00pm the next business day.
Air shipments are excluded from any FREE SHIPPING offers
* Offer only valid in the continuous 48 states. Does not apply to: Hawaii, Alaska, Guam, Puerto Rico, Virgin Islands, APO or FPO.
Orders typically ship from our warehouse within 24-48 business hours of submitting an order, excluding weekends. Expedited
orders placed after 3 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 FedEx 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 FedEx 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.
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Non-Contiguous 48 U.S.
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Approx. Delivery Time Using Value Ground*
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APO/FPO
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2 - 3 Weeks
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Canada
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2 - 3 Weeks
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Alaska**
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4 - 9 Days
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Hawaii**
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5 Days
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Guam
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2 - 3 Weeks
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Puerto Rico**
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5 Days
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Virgin Islands
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2 - 3 Weeks
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* Delivery Times may vary, as orders may ship from more than one location.
** Most packages to these locations ship FedEx Ground (Value Ground). Packages weighing less than 13 oz. ship USPS
First-Class Mail. Delivery times quoted are to metropolitan areas with FedEx Ground as the shipper. Deliveries to
remote locations may take longer. Not available to P.O. Boxes or APO/FPO addresses.
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Which shipping carriers do you use?
1-800-PetSupplies.com utilizes FedEx as our preferred carrier.
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May I choose my shipping carrier?
Customers may chose how they would like their order delivered between Ground, Express Saver, 2nd Day, Overnight or USPS
Economy Shipping. 1-800-PetSupplies.com does not allow customers to select the carrier.
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Who do I call if my merchandise arrives broken or damaged from the carrier?
If you receive you order and it is damaged by the delivery company, refuse delivery (if possible) and call 1-800-738-7877
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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 does "Next Day" or "2nd Day" deliveries sometimes 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?
FedEx Ground only available to 48 Contiguous United States.
FedEx Express Saver only available to 48 Contiguous United States.
Expedited shipping (2nd Day and Overnight) only available to 48 Contiguous United States, Alaska and Hawaii.
US Postal Mail delivery only to: PO Boxes, APO/FPO, Guam, & the Virgin Islands.
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What are your policies on heavyweight or oversized items?
Additional shipping surcharges for heavy or oversized items may apply. Shipping surcharges on select items will be collected
as noted on the product information pages and will be noted in your shopping cart.
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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 an damage or defect 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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