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Ordering Information
Ordering
Placing an order at Petstore.com is simple, safe and secure. We offer a variety of ways to submit your order, including:
- Internet: Petstore.com takes every precaution necessary to protect your privacy and personal information. When submitting sensitive information (such as a credit card number) via our website, that information is collected, encrypted and protected by the best encryption technology available in the industry—SSL. Petstore.com uses 128-bit encryption by VeriSign, the most advanced form of SSL software presently available. To learn more about SSL, please visit www.verisign.com.
- Telephone: Our knowledgeable staff of pet experts is on hand to answer your questions and accept your order when you are ready to make a purchase. You can reach our customer service team via telephone by dialing 1-(714)-221-5800 Monday thru Friday from 7 AM to 6 PM PST or on Saturdays between 8 AM and 4 PM PST.
- Mail or Fax: Petstore.com prints two (2) catalogs each year, generally in the spring and fall. While orders forms are included within each catalog, we also offer you the option of placing an order via mail or by fax. All you will need to do is include some general information about yourself and the product so that we may process your purchase.
- Your name, shipping address, telephone number and email address (if available).
- Applicable item numbers, along with the item’s full name, price and quantity.
- Please add standard shipping costs (see Standard Ground Shipping Cost) on orders totaling less than $175. If you reside outside the contiguous United States, please call us at 1-(714)-221-5800 during regular business hours for a shipping quote prior to mailing or faxing you order.
- If you are paying using a cashier`s check, bank certified check or money order, please make payable to: Petstore.com
- If you have provided an email address with your mail/fax order, we will send you an order confirmation email. We will also email applicable tracking information once your products have shipped from our warehouse. If, for any reason, an item is out-of-stock or backordered, we will immediately contact you to let you know.
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Payment
- Visa
- MasterCard
- American Express
- Discover
- PayPal
- International Credit Cards (the billing and shipping addresses must be identical)
- Petstore.com Gift Certificates
- Wire Transfers
- Pre-paid Checks, Cashier’s Checks and Money Orders (make payable to Petstore.com). Please note that pre-paid methods, including cashier’s checks, take slightly longer to process. All payments must first be cleared with the bank in order to deter fraudulent activity.
Search Tips
We offer a huge selection of products from hundreds of different manufacturers, divided into several different categories. The easiest way to find anything on our site is to use our search feature. You can search by the name of the product, manufacturer, etc.
Whether you're searching for something in particular or just looking to discover a new product, we can help. Simply enter a few words into our search box on our home page, and we will show you all matching results.
Another great way to use our site is to just browse around. Click on any of the categories to get started. You will notice you can even search by price range, etc.
We hope you enjoy the ultimate in online shopping experiences and want you to know we value every person coming to Petstore.com.
Pricing
We offer quite possibly the lowest prices on the products in our store. We constantly work toward maintaining competitive prices on everything we carry. All prices are listed in U.S. dollars. (We do not have a currency converter in our store, but several Web sites provide this service. Any order placed on Petstore.com will be charged in U.S. dollars.)
If you think our pricing for a particular item isn't competitive with that of other online retailers, you can notify us by emailing Marketing@Petstore.com.
The information you give will be used to keep us as competitive as possible at all times. Please be aware that we may not be able to provide individual responses. After you submit your lower price, check back in a few days to see if our price has changed as a result.
In certain instances, Petstore.com will not lower our prices. Some instances where we will not lower our prices are as follows:
- Competitor’s product is not an exact match (make and or model) with ours.
- Competitor’s total price (which includes shipping, handling, rebates, taxes, etc.) is higher.
- Competitor with the lowest price is out of stock.
- Competitors product is refurbished, reconditioned, etc.
- Product is a closeout or clearance item(either at our site or the competitors)
- Competitor is not manufacturer authorized.
List Prices
Except where noted, the list price displayed for products on our website represents the full retail price listed on the product itself, suggested by the manufacturer or supplier, or estimated in accordance with standard industry practice. The list price is a comparative price estimate and may or may not represent the prevailing price in every area on any particular day.
Placing an Order
Petstore.com has made ordering on our website as simple as possible for our customers.
1. Create a new customer’s user account.
2. Add the products you want into your personalized shopping cart.
3. When finished adding your products into your cart, complete the checkout process by choosing your method of payment.
Order Tracking
Once you place an order with Petstore.com and the order is processed, you will receive an email confirmation that same day with your tracking number.
To track your order, please go to our website and log in.
Cancelling an Order
Most items enter the shipping process approximately 30 minutes after you place your order. You can call and request a cancellation anytime before your item ships and we will make every effort to honor your request. If your order has already entered the shipment process, however, we may not be able to cancel it and it may ship despite your request. Please note Refused orders may be subject to an automatic 25% restocking fee plus return freight charge.
Order Confirmation
You will receive an order confirmation within minutes of placing your order. If you did not receive an order confirmation via email even though you clicked the submit order button, we recommend that you contact us via email at customercare@Petstore.com or call us at 1-714-221-5800 to confirm that we received your order.
Order Status
We do everything possible to keep you informed of your order via email. Tracking numbers are sent via email once they are available. The emails are usually sent on the evening of your order ship date. On the rare occasion that you do not receive this information, you may email us at customercare@Petstore.com or call us at 1-714-221-5800 for your order status or tracking number.
Product Availability
The availability on each item's product page refers only to how long it will take that item to leave our warehouses once you place your order. It does not include the time your order will take to reach you once we ship it. Shipping time depends upon the carrier who is shipping your product and shipment method.
The following is a list of the several types of availability estimates you might see for items in our stores.
- Usually ships in 24 hours: we expect to ship your order within 24 hours of your order. Because these items often enter the shipping process immediately, it is difficult to modify an order containing items that usually ship in 24 hours. When ordering such items, please double-check the details of your order before submitting it.
- Usually ships in 2-3 days: we expect to receive the item from our vendors and ship it to you within 2 to 3 days of your order.
- Usually ships in 1-2 weeks: we expect to receive the item from our vendors and ship it to you within 1 to 2 weeks of your order.
- Back Ordered: our vendors are unable to predict when they will have more of your product in stock, but we hope to be able to ship it to you within 3 to 5 weeks.
- Limited availability: This means the product you have chosen to purchase has a very limited stock available.
We will inform you by e-mail if any items in your order prove to be unavailable.
Promotional Offers
On frequent occasions Petstore.com will have great promotional offers available. When taking advantage of one, be sure to read the entire list of restrictions associated with that promotion. If your order does not seem to reflect all the benefits mentioned in the promotion, you may want to review the specific promotion's restrictions.
To qualify for a specific promotion, your order must be placed during the specified promotion period. We are unable to apply special discounts to items ordered before or after the dates of a promotional offer.
Duplicate Orders
If you feel you may have duplicated your order, call us immediately at 1-714-221-5800. Due to the number of orders we receive, we may not catch the duplicate order and both orders may be shipped if we are not informed.
International Orders
We do ship internationally. International orders are shipped via FedEx International Economy Service only. Additional shipping charges will apply. Please note that international orders are not eligible for Petstore.com’s FREE Shipping Promotion.
Petstore.com is able to ship to most countries via FedEx International Economy Service. There are, however, some products which cannot be shipped internationally. Petstore.com is unable to send aquariums, light bulbs, lamps, quartz sleeves and refrigerated/frozen merchandise outside the United States.
You may view international shipping rates here to determine approximate shipping costs. Orders are typically delivered 3 to 5 business days from the time they ship from our warehouse. Any brokerage fees, tariffs or taxes will be billed to you directly by FedEx. You may contact your local FedEx office to find out what those rates are.
We accept Visa, MasterCard, American Express, Discover and PayPal for international orders up to $1000. For first time customers, we require a fax or email copy of the front and back of your credit card along with a photo ID with an address matching your billing information. This is for our protection and yours! All international orders must be shipped to the billing address. If you would like the shipment to be shipped to an alternate address, you must first contact your credit card company to add the shipping address to their records, or pre-pay for the order with PayPal or bank wire transfer. All first time orders over $1000 must be paid though a bank wire transfer. We will email you the wire transfer information once we receive your order.
Drop-ship and special order items require an additional 3-4 weeks for delivery. Overweight and oversized products may incur additional shipping charges.
* Shipping charges are not covered for defective products and/or products requiring warranty service. Customer is responsible for the return shipping as well as the shipping for the replacement merchandise: including any brokerage fees, tariffs or taxes. Warranties for certain products are handled by the manufacturer directly.
NOTE: Please contact your country’s Customs Department for current regulations regarding the importation of the items you are ordering. Some countries require you to obtain a permit before importing certain products such as foods, additives, and test kits. All orders and portions thereof returned to us by customs will be considered refused packages and automatically assessed a 25% restocking fee.
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