Pet Expertise Help Center and Contact Page
How May We Help You? Click on a Heading Below.Please help us be more efficient by choosing just one contact method per issue. Thanks! |
When Will My Order Arrive?
Pet Expertise Standard: Within 7 days of your order submission. Orders may ship in separate packages and may ship either UPS ground or US Mail.
Pet Expertise Expedited: Within 4 business days of your order submission via USPS Priority Mail.
Pet Expertise Express: Within 3 business days of your order submission via USPS Express Mail.
Outside the US via Pet Expertise Shipping: Within 2 weeks, although customs can hold them up.
Supplier Direct: Supplier Direct items are designated in the product description. They have a item number beginning with DSPE and are noted as "Supplier Direct" in your confirmation email. The delivery time is noted in the product description, and is generally 4 to 10 days.
Contact Method Two: Telephone. Please note, we are a small, family business. If you get our voicemail, it means we're busy helping other customers or taking care of pooches (or perhaps it's late at night and we are asleep!). Please leave us a message and we will call you back as quickly as we can. We try for same day, but it may take up to one business day. We are able to respond to emails much faster than we can answer the phone. Call 1-888-4-PetExp (1-888-473-8397)
Please note: Online orders are processed faster than phone orders.
Order Status / Tracking
Pet Expertise Standard: Within 7 business days of your order submission. Orders may ship in separate packages and may ship either UPS ground or US Mail. .
Pet Expertise Expedited: Within 4 business days of your order submission via USPS Priority Mail.
Pet Expertise Express: Within 3 business days of your order submission via USPS Express Mail.
Outside the US via Pet Expertise Shipping: Within 2 weeks, although customs can hold them up.
Supplier Direct: Supplier Direct items are designated in the product description. They have a item number beginning with DSPE and are noted as "Supplier Direct" in your confirmation email. The delivery time is noted in the product description, and is generally 4 to 10 days.
Tracking: A tracking link is provided in your shipping confirmation email. You can also click here for a tracking link and enter your tracking number.
Contact Method Two: Telephone. Please note, we are a small, family business. If you get our voicemail, it means we're busy helping other customers or taking care of pooches (or perhaps it's late at night and we are asleep!). Please leave us a message and we will call you back as quickly as we can. We try for same day, but it may take up to one business day. We are able to respond to emails much faster than we can answer the phone and it is much easier to send you the long tracking numbers that way! Call 1-888-4-PetExp (1-888-473-8397)
Shipping Information
Shipping Methods:
Pet Expertise Standard: Within 7 days of your order submission. Orders may ship in separate packages and may ship either UPS ground or US Mail. Free shipping is available for orders totaling over $49 of eligible items. Now shipped carbon-neutral! Gift wrap service is now available! For delivery by Christmas, order by Dec 16th.
Pet Expertise Expedited: Within 4 business days of your order submission via USPS Priority Mail.
Pet Expertise Express: Within 3 business days of your order submission via USPS Express Mail.
Outside the US via Pet Expertise Shipping: Within 2 weeks, although customs can hold them up.
Supplier Direct: Supplier Direct items are designated in the product description. They have a item number beginning with DSPE and are noted as "Supplier Direct" in your confirmation email. The delivery time is noted in the product description, and is generally 4 to 10 days.
Why are there two shipping charges on my order?
Most of our items are included in the Pet Expertise shipping charge, however some items incur their own separate shipping charge. These items will have that noted in their description and will say something like "Shipping directly from our supplier". This shipping cost added to your order is necessary to offset the cost of shipping that item to you.
Can I get an item faster than the shipping options listed?
We're sorry, but no, the listed shipping options are the best we can do at this time.
Has my order shipped yet? Will I receive tracking info?
The great majority of our orders are shipped out by the next business day. Most orders will receive an email notification when their order ships which includes tracking information. Sometimes spam filters block these notifications and they are lost. Please note that tracking/confirmation numbers included for orders shipped via US Mail are not very useful they are really just for delivery confirmation purposes. Click for tracking website (if you have a tracking number).
I live near you. Can I pick up my order?
Sorry, no, our warehouse is not equipped for customer pick ups.
Do you ship to my country? How much does it cost to ship products to my country?
Most of our items ship throughout the world. However, some of them are not eligible and if this is the case it will be noted in the product description. To find out the shipping charge for your item to your destination you can simply place the items in your cart and use the Shipping Costs box to calculate it for you.
Contact Method Two: Telephone. Please note, we are a small, family business. If you get our voicemail, it means we're busy helping other customers or taking care of pooches (or perhaps it's late at night and we are asleep!). Please leave us a message and we will call you back as quickly as we can. We try for same day, but it may take up to one business day. We are able to respond to emails much faster than we can answer the phone. Call 1-888-4-PetExp (1-888-473-8397)
Placing an Order or Paying for an Order
We accept Visa, MasterCard, American Express, Discover and Paypal. International customers must use Paypal.
We value your privacy and security. To protect you and your personal information, this site uses industry standard Secure Socket Layers (SSL) for data encryption prior to transmission. When you enter the Checkout areas of the site, all data is encrypted using SSL prior to transmission (note the "HTTP:" in your browser address bar changes to "HTTPS:" when you enter a secure area of the site. This denotes transmission using SSL.).
We do not store credit card information.
We are happy to accept orders over our website or over the phone. Please note that internet orders are processed a bit faster.
Contact Method Two: Telephone. Please note, we are a small, family business. If you get our voicemail, it means we're busy helping other customers or taking care of pooches (or perhaps it's late at night and we are asleep!). Please leave us a message and we will call you back as quickly as we can. We try for same day, but it may take up to one business day. We are able to respond to emails much faster than we can answer the phone. Call 1-888-4-PetExp (1-888-473-8397)
Please note: Online orders are processed faster than phone orders..
Returns / Exchange Information
We stand by our products. Please use the form below to contact us for return authorization and instructions. If we receive a return which is unauthorized we may be unable to refund you (and we would hate to do this to you!)
Please click here to view our return policy.
We prefer that you contact us by email since we can then send you the return authorization and return address in writing.
Contact Method Two: Telephone. Please note, we are a small, family business. If you get our voicemail, it means we're busy helping other customers or taking care of pooches (or perhaps it's late at night and we are asleep!). Please leave us a message and we will call you back as quickly as we can. We try for same day, but it may take up to one business day. We are able to respond to emails much faster than we can answer the phone and we can send you the return authorization code and return address in writing. Call 1-888-473-8397
Changing or Canceling an Order
Unfortunately it is very difficult for us to change orders once they are in the system since we begin processing them right away in order to get them out fast. We will do our best to change your order, but may not be able to.
Please contact us by email to change an order since we are able to act fastest this way.
Contact Method Two: Telephone. Please note, we are a small, family business. If you get our voicemail, it means we're busy helping other customers or taking care of pooches (or perhaps it's late at night and we are asleep!). Please leave us a message and we will call you back as quickly as we can. We try for same day, but it may take up to one business day. We are able to respond to emails much faster than we can answer the phone and we will respond as soon as possible to let you know if your change is possible and if not what we can do for you. Call 1-888-473-8397
Product Information or Advice
Product FAQs
My dog fits within two size ranges. Which do I choose?
First, we suggest that you always measure twice just to make sure that you have measured accurately. Second, consider whether your dog likely to get any bigger or smaller (i.e. you have a growing puppy or an overweight dog that is on a diet). If your dog is not likely to get any bigger or smaller, then choose the size in which your dog's measurement falls most in the middle. For example, if the size range for a medium lists 10" to 20" and your dog is 15" then you would choose that medium. However, if your dog is likely to get bigger or smaller then you may want to choose a size that your dog is more on the edge of. For example, for growing puppies with a girth of 10" you would want to choose the medium above with a range of 10" to 20". We don't recommend ever choosing a size that does not include the measurement of your dog as the product will not likely fit and be useful to you.
Do you have X?
Please search our site using the site search in the above right hand corner of our website. It's best to use short words or phrases. For instance, if you are looking for dog beds, search "bed" or for a DAP collar, search "DAP". If you cannot find a product you are looking for, feel free to contact us using the form below.
Is item X Available at a store near me or do I have to order it online?
We sell products which we purchase from our suppliers and which we sell on our website. We can't say what products other stores purchase and sell.
Do any of your food items have ingredients from China?
No.
I purchased an Easy Walk Harness and I am having trouble getting it to fit correctly.
Please check out our fitting tips and let us know if you have any further questions.
Which No-Pull Device is best for my dog?
Please check out our article here.
Can You Pick Out a X One for Me Even Though it Says Assorted?
Yes, we will do our best to do that for you if you note your request in the comments box during checkout.
Contact Method Two: Telephone. Please note, we are a small, family business. If you get our voicemail, it means we're busy helping other customers or taking care of pooches (or perhaps it's late at night and we are asleep!). Please leave us a message and we will call you back as quickly as we can. We try for same day, but it may take up to one business day. We are able to respond to emails much faster than we can answer the phone. Call: 1-650-292-1228
In Stock / Out of Stock
Is X item in stock?
If you are able to add the item to your shopping cart then it is in stock.
When will an out of stock item be back in stock?
Generally in a few days to two weeks. If you complete the form below and note what product you are interested we will let you know as soon as it is available.
I can't add the number of items I want to my cart.
That is because the number that is being added to your cart automatically is what we have in stock. We should have more soon. We can send you an email when the item is in if you fill out the form below.
Contact Method Two: Telephone. Please note, we are a small, family business. If you get our voicemail, it means we're busy helping other customers or taking care of pooches (or perhaps it's late at night and we are asleep!). Please leave us a message and we will call you back as quickly as we can. We try for same day, but it may take up to one business day. We are able to respond to emails much faster than we can answer the phone. Call: 1-888-473-8397
Requests for Donations
We regularly donate and give back to our community. At this time, due to the number of requests received, we only donate to approved 503(c) organizations. Please submit proof of 503(c) staus and your request in writing and mail to:
Pet Expertise
ATTN: Donations
98 Brodea Way
San Rafael, CA 94901No other form of donation request will be accepted at this time.
Contact Pet Expertise's Owner
Need to contact Jess Rollins, the owner of Pet Expertise? Please follow the instructions below.
Contact Method Two: Telephone. Please note, we are a small, family business. If you get our voicemail, it means we're busy helping other customers or taking care of pooches (or perhaps it's late at night and we are asleep!). Please leave us a message and we will call you back as quickly as we can. We try for same day, but it may take up to one business day. We are able to respond to emails much faster than we can answer the phone. Call: 1-650-292-1228
Dog Training Information
Contact Method Two: Telephone. Please note, we are a small, family business. If you get our voicemail, it means we're busy helping other customers or taking care of pooches (or perhaps it's late at night and we are asleep!). Please leave us a message and we will call you back as quickly as we can. We try for same day, but it may take up to one business day. We are able to respond to emails much faster than we can answer the phone. Call: 1-650-292-1228
Other
What else can we do for you?
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For telephone numbers and email contacts, please click on a heading above. Headquarters:
Shipping Center & Warehouse: |
