SHIPPING

Our goal is to make your shopping experience hassle-free.

Questions or concerns? Feel free to contact us toll free at 877.216.5486 or email us at support@petsuppliesnow.com.

Most orders of in stock items placed before 2PM EST will usually ship in 2 business days.

You can expect in stock orders that are shipped ground shipping to arrive within 4-8 business days after processing.

Backorders, personalized items and special orders may take longer to process. If a delay is expected, PetSuppliesNow.com will alert you in your online shopping cart prior to completing your purchase.

Deliveries are made during regular business days, Monday – Friday, but you may request Saturday delivery at an additional shipping charge. Please call our customer service line at 877.216.5486 to find out the availability of this service and rates in your location.

PetSuppliesNow.com offers flexible shipping options for your convenience. Saver, Ground, 2nd Day, and Next Day shipping options are available in the contiguous United States and extened area. Shipping rates are calculated at the time of purchase and can be reviewed in your online shopping cart.

For Next Day and 2nd Day options, in-stock orders placed after 2 PM (EST) will be shipped out on the following business day. Next Day packages should arrive by the end of the first full business day after shipment, and 2nd Day packages should arrive on the second full business day after shipment. Shipment times may vary and can be affected by factors outside of the scope of PetSuppliesNow.com.

Shipping Costs

Shipping costs are calculated based on the total weight of items in your order and the shipping method you select. Total shipping charges will automatically display on the checkout page before you submit your order for completion. Prices and terms are subject to change without notice.

Oversize Charge

Products that are considered to be oversized due to the weight or dimensions of the shipping box will be shipped by Saver or Ground per requirements of the shipping service provider. An additional charge per oversized item will be added to the shipping charges due to the increase in cost by the shipping service provider for larger or heavier items.

Alaska & Hawaii

A $19.99 fee will apply in addition to regular shipping charges. Due to distance, Alaska and Hawaii orders may take longer to arrive than what is estimated in the shipping options at checkout. Orders shipping to Alaska or Hawaii can take up to 10 days and do not qualify for our free shipping offer.

US Protectorates and Territories

At this time, orders cannot be shipped to US Protectorates and Territories. US Protectorates and Territories include: American Samoa, Guam, Mariana Island, Marshall Islands, Micronesia, Palau, Puerto Rico, and the U.S. Virgin Islands.

Shipping Methods and Carriers

We use a variety of carriers for each shipping option and will choose the most appropriate delivery method for your desired shipping address. It is not possible to specify a preferred carrier when placing your order. When you select Next Day or 2nd Day shipping, we may use air or ground shipping as necessary to get your items to you within the promised time frame.

Signature Requirements

Signature upon delivery is required for shipments over $700.

Prisons

Due to varying guidelines and restrictions on packages sizes, weight limitations and delivery procedures, orders cannot currently be shipped to prisons. Our suggestion is to have orders shipped to a residential or business address, and from there, customers can proceed to ship the items to the penitentiary of their choice via U.S. mail.

Canada

At this time, orders cannot be shipped to Canada.

Missing, Damaged, Defective, Incorrect Items

Call our customer support line (877.216.5486) within 5 days of shipment receipt to request a refund or exchange. Please see our Return Policy for more information.

California Only – Pesticide Sale Restriction

If a pesticide is to be used in California, the pesticide must be registered with both the U.S. Environmental Protection Agency and the California Department of Pesticide Regulation (DPR). Pesticide products that are frequently sold in retail stores include: Algaecides, Fungicides, Herbicides, Insecticides, Rodent Poison, Repellants, Disinfectants and Sanitizers. If a product fails to meet California use standards, PetSuppliesNow.com will prohibit shipment of said product to comply with California state law. A pesticide is considered to be any substance intended to control, destroy, repel or attract a pest. Any living organism that causes damage and economic loss and/or transmits or produces disease may be the pest intended to destroy. Pests include animals, insects, unwanted plants and weeds, and microorganisms, such as plant diseases, viruses and bacteria.

Refused Packages

Refused packages will be charged for the shipping and handling associated with the order.

Discontinued Products

Products marked as discontinued (in Product availability) will not be eligible for return or credit.

Address Correction:

If an address correction fee is charged by UPS or Fed-EX to Pet Supplies Now, this fee will be passed along to the buyer. This charge is $15.00.

Items that are Out of Stock:

If by chance you ordered an item that is out of stock, we will notify you by email (if you provided your email address). You then have the option of either substituting the product for another item, removing the item from your order, canceling your order or placing your order on hold until the item is in stock. We will give you an estimate of when we expect to have the item in stock, however unforeseen circumstances can alter these approximations. Should you choose to remove the item from your order, or cancel your entire order, we will refund your credit card for the amount charged. Please allow up to 2 billing cycles for the credit to appear on your statement.

For additional questions about returns, please see our FAQs page.

RETURNS

PetSuppliesNow.com is dedicated to providing our customers with quality pet products, outstanding customer service, and a hassle-free shopping experience.

Questions or concerns? Feel free to contact us at 877.216.5486 or support@petsuppliesnow.com.

Upon receipt of your order, please inspect each item’s packaging and labeling immediately to ensure that you have received the correct product.

If, for any reason, you are not completely satisfied with a product, you may return it within 30 days of purchase receipt.* PetSuppliesNow.com will only accept new and/or unused times. All returned items must be in their original condition, including all parts and packaging. We do not accept COD. Original shipping and handling charges and return shipping costs are non-refundable, unless an item is being returned due to our error. Please see below for our policy on missing, damaged, defective and incorrect items.

To return a product:

1. Sign in to your online account with PetSuppliesNow.com.

2. Click on

3. Locate the correct order and item, and click the

Once the online return process is complete, please wait up to 24 hours to receive your Return Merchandise Authorization Code, or RMAC, via email.

Upon receipt of your RMAC, print out your order invoice and write down the RMAC along with reason for return. Clearly indicate if any shipment information, such as name or address, has changed.

Pack the item to be returned, together with the order invoice, and ship with the carrier of your choice (USPS, FedEx, UPS).

Please send returned items to:

Pet Supplies Now

114 New South Road

Hicksville, NY 11801

Any deviation from PetSuppliesNow.com’s return process will result in delay and even possible refusal of return. Please note that returned items will not be accepted, under any circumstances, if a Return Merchandise Authorization Code has not been issued as per the procedure outlined above.

Remember to save your shipping receipt and tracking number for proof of return delivery. PetSuppliesNow.com is not responsible for returned packages that are lost or damaged by the shipping carrier.

If requesting a refund, your original credit card will be credited once the return has been processed. If exchanging an item, you will see a credit for the returned item and a charge for the new item, plus shipping and handling. If the returned item was purchased with a gift certificate, you will receive online credit.

Refusal of Packages

If you decide that you do not want a product once it has already shipped, you can opt to refuse the delivery of the package by the shipping courier. A shipment that is simply refused and/or marked “return to sender” will be subject to a 25% restocking fee.

Missing, Damaged, Defective or Incorrect Items

While we do our best to ensure that every product we carry and ship meets our exacting standards of quality and care, PetSuppliesNow.com does acknowledge that errors can occur. If, upon receipt and immediate inspection of your order, you find that something is missing, damaged, defective and/or incorrect, please contact us by phone (877.216.5486) or email (support@petsuppliesnow.com) within 5 days of receiving your package, and we will explain what steps need to be taken. Appropriate shipping costs will be deducted for returns or exchanges due to fault on the part of PetSuppliesNow.com

If you find that any merchandise is damaged or defective after 30 days of initial receipt, you must contact the manufacturer directly.

* Note: Certain items may be subject to a handling and restocking fee of 25%. Due to safety standards and other regulations, we cannot accept returns in the following categories: books, diapers, food products, supplements, dewormer, flea and tick topical treatments, special orders (non-stock or large quantities of in-stock items), discontinued items and other select products. Personalized items cannot be exchanged or returned unless there was an error on our part (damaged, defective and/or incorrect).

For additional questions about returns, please see our FAQs page.