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Shipping & Returns

How are shipping costs determined?

Depending on the location in which the customer makes his or her order, and the type of merchandise purchased, different shipping methods, with variable rates, will be available. Generally, all shipping methods available to customers are measured in terms of total weight for the order. Total weight includes the weight of boxes and boxing materials.

Do I pay shipping costs only?

Additional handling and surcharges may apply for oversize items, while all orders include a general handling fee due to the distributed nature of our supply chain and our diverse line of inventory.

Free shipping on orders over $49

  Maximum weight of 50lbs.

  The free shipping promotion will automatically appear in your cart (excluding sales tax and shipping fees after all other discounts are applied) totaling $49 or more in eligible products.

  Shipping offer excludes purchases of dry, canned, fresh, frozen dog and cat food, cat litter, live pets, bulky or heavy items, or materials requiring special handling.

  Offer valid only for orders shipped with standard shipping and within the contiguous 48 U.S. states and to military APO/FPO addresses.

  May not be valid with any other promotions or discounts. Terms and conditions are subject to change.

How long will it take for me to get my order?

Your order is usually pulled and packed within 24 hours, and PETDEPOT.com tries to deliver customer orders as soon as possible. At this time, we ship orders through UPS (United Parcel Service) and USPS (United States Postal Service). Standard and express options are available.

UPS - orders shipped using UPS Standard Ground usually take 3 to 6 business days, if you are located in the 48 contiguous United States, while other states may require additional time and/or fees. UPS Second Day Air orders typically take 2 to 3 business days.

US Postal Service - Orders shipped using USPS First-Class mail are received within 3 to 8 business days, while orders shipped using USPS Priority Mail Express are received within 3 business days, or less.

P.O. Box - PETDEPOT.com customers should beware of shipping restrictions to P.O. Boxes and unique geographic areas. Please visit UPS.com or USPS.com for explicit, detailed rules and regulations. Also, it should be noted that order delivery time frames do not include order processing times; however, orders generally ship within 24 to 48 hours, excluding weekends and holidays.

Will I get my order all at once?

PETDEPOT.com makes every effort to deliver orders in one shipment. Depending on item availability and the location of our customers, we may process orders in multiple shipments to increase efficiency and time to delivery.

How do I track my order?

PETDEPOT.com sends tracking numbers to all of its customers. If orders are shipped in multiple shipments, customers will be able to track them with virtually no effort. Tracking numbers are sent via email. Customers need only copy and paste the tracking number in each respective shipping company’s designated website tracking page to learn about the location of their orders.

PETDEPOT.com customers cannot track their orders from their PETDEPOT.com Customer Account. They must track orders on USP.com or USPS.com.

Returns

PETDEPOT.com is committed to complete customer satisfaction. But, if for any reason one of our customers is unsatisfied, we work hard to make sure the returns process is as easy as possible.

Follow the 3 steps below, and you're done!

1.

a) Submit a returns request by logging into your PETDEPOT.com account and clicking on "My Account".

b) Once there, click on the "Orders" tab.

c) After the "Orders" tab is clicked, you will find a complete order history. Click on the appropriate "Order ID" and select the product(s) you wish to return.

d) When you are done selecting your items, simply click on the "Request a Replacement or a Refund" link, directly below the navigation bar.

2.

A PETDEPOT.com representative will email you, to confirm your cancellation and refund your money. A 25% restocking fee will be deducted from your refund, unless your item was confirmed to be in less than perfect condition when it was received.

3.

Once your refund is completed, you will be given a warehouse address, to which you will mail the merchandise you are returning (if you send the item to the address on the package without submitting a returns request, you may run the risk of having your item processed in a untimely manner). That's it! Easy, right?

Returns can also be processed over the phone. If you are interested in speaking to a PETDEPOT.com representative, simply call 626-335-0469.

Also, please note that refunds may take up to 10 business days. The amount of time it takes for refunds to post to your account is completely dependent on your banking institution.

How long do I have to file a request for a refund or replacement?

PETDEPOT.com customers have a maximum of 30 days to file a request for a refund or replacement.

Are there exceptions or fees associated with returns?

In every case, PETDEPOT.com customers receive refunds, and never have to worry about anything more, after completing the three step process.

However, if an order is not damaged when it is received, a 25% restocking fee will apply. PETDEPOT.com has its policy structured in this way due to the complex logistics of returning orders.

What do I do if I receive damaged merchandise?

Simply call PETDEPOT.com, at 626-335-0469, or submit a “Return Request”, following the steps described in the “How do I return an item?” section of this policy. If merchandise is damaged, we will refund your money immediately, upon receiving the merchandise back, with no questions asked, or send you new merchandise in perfect condition, whichever you prefer.

PETDEPOT.com will not replace damaged merchandise more than once for the same customer. If damaged merchandise is received twice, PETDEPOT.com will perform an investigation, on the customer’s behalf, with the shipper sending the customer’s order. Additionally, we will refund the full amount of the order to the customer, and temporarily deactivate his or her account until the investigation is completed, to prevent further disappointment.

 

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