Customer Service FAQ
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Do you ship to X Country? How much does it cost to ship products to X 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. Click here for our shipping charge chart
How fast will X item ship to me? Standard $4.75 Service: Within 7 business days of your order submission. Orders may ship in separate packages and may ship either UPS ground or US Mail. Expedited $9.75 Service: Within 5 business days of your order submission via Priority Mail. Alaska or Hawaii: Within 7 business days via Priority Mail. Outside the US: Within 2 weeks, although customs can hold them up. The order will ship via US Mail. Special/Heavy Orders (Special/Heavy orders are designated in the product description and noted as "Supplier Direct" in your confirmation email): The delivery time is noted in the product description, and is generally 6 to 14 days.
Why is there two shipping charges on my order? Most of our items are included in the Flat Rate 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 "Special Order Item" or "Heavy Item". 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 within 2 business days. 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 the US Mail tracking website. Click for the UPS tracking website.
I live near you. Can I pick up my order? Sorry, no.
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.
Questions About the Return Policy
What is your return policy? Please click here to view our return policy.
Hi, I am having a problem with my dog, can you help? We have created Pet Expertise just for that reason and have many resources to help. First, we suggest that you click here for a list of dog problems that we have problem solving pages on. The problem solving pages include helpful products, articles, and more. We also have lots of dog training articles written by our owner and certified professional dog trainer, Jess Rollins.Click here for our dog training articles. If you need personalized dog training help, we can help you with that too. Click here for personalized dog training, by phone, email or in person.
Is X item in stock? If an item does not state "out of stock" and it allows you to add it to your cart it means that the item is in stock and will get to you via the guidelines stated above in our shipping question section. X item says it is out of stock, when will it be available? If an item states "out of stock" it means that we are out of stock of the item and you will not be able to put the item into your cart. If you would like to be notified when that item is in stock, please send us an email using the form here.
Questions About Wholesale or Bulk
Do you offer X item wholesale? We are a retail company and as such do not offer items via wholesale. If you are looking for wholesale we suggest you contact the manufacturer of the product you are interested in. We do offer many items with a bulk discount. For a list items available at a bulk discount, click here. If an item you are interested in is not listed in the bulk discount list, please contact us via the email form here and let us know the product and quantity you are interested in and we will be happy to get you a quote.
Questions About Products We Carry
Do you have X? Please search our site using the site search in the above right hand corner of our website. Use short words of 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, please contact us via the email form here.
Is item X Available at a store near me or do I have to order it online? We can't answer this question. 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 ourfitting tips and let us know if you have any further questions. |
