Shipping policy
Our goal is to make your shopping experience hassle-free. We can help with your online order, tracking a package or any other information you need. Answers to many common questions can be found below.
Ordering
Can I track my order online?
How can I pay for my order? What methods of payment do you accept?
Must I pay sales tax?
How long will it take my order to arrive?
What delivery area is covered by 1800PetSupplies.com?
How can I review order details?
What is a backorder?
What items can be backordered?
Did you receive my order?
Can I change or cancel my order?
Promotional Gift Card Program Details
Shipping & Delivery
General Info
What are the shipping options for my order?
What is the free shipping policy?
How is the shipping weight charge calculated for my order?
What is an Oversize charge?
What are the weight and size limits for shipping?
What happens when I order a heavy or bulky item?
Can I ship my order to Alaska or Hawaii?
Can I ship my order to Canada?
Can I ship my order internationally?
Must I sign for my delivery?
May I choose my shipping carrier?
Who do I call if my merchandise arrives broken or damaged from the carrier?
Is expedited shipping available on all products?
Why does "Next Day" or "2nd Day" deliveries sometimes take longer than that to arrive?
Are there any shipping restrictions based on delivery location?
How are Vaccines shipped?
Return Policy
How long will it take for me to receive a credit once I return an item?
What is your return policy?
Will I be reimbursed for my return shipping costs?
How do I report a damaged or defective product?
Can you replace my order?
Are there any promotional exclusions?
Who do I call if my merchandise arrives broken or damaged from the carrier?
Customer Service Center
Speak directly with a Customer Service specialist
Email: Click here to contact us
Customer Care Service Hours:
Sat/Sun: Closed
Sales Center Hours
Mon - Fri: 8am - 6pm ET
Sat: 8:30am - 5pm ET
Frequently Asked Questions
Ordering
Can I track my order online?You may track your order by accessing your online account and viewing the order status and tracking information in the order history details. Once the order ships, a Shipping Confirmation e-mail is sent to you with the order details and tracking number. Economy shipping orders cannot be tracked.
How can I pay for my order? What methods of payment do you accept?
We accept the following credit cards for online or phone purchases:
- American Express
- Discover
- MasterCard
- Visa
We also accept the following payment methods for online purchases only:
- PayPal
- Amazon Payments
- PayPal Credit
For phone orders we accept we also offer a Check by Phone payment option.
Please note: Orders placed using the Check by Phone option may be delayed one business day due to processing time. Orders placed with credit cards will be processed immediately.
Orders shipping to PA, NY, OH, CT, WA, HI, IL, KY, MI, MN, MS, ND, NJ, VT, WI, NC, SC, SD, AR, GA, NE, WV, WY, DC, NM, KS, TN, TX will be charged sales tax and tax on shipping and handling.
Orders shipping to MA, IN, MD, ME, NV, OK, CO, IA, LA, UT, RI, CA, ID, VA, AZ, AL, MO will be charged only for sales tax.
We are not required to, and do not, collect sales or use tax in all states. However, under certain state laws purchases are not tax-exempt merely because they were made over the internet or because an internet reseller is not required to collect sales tax. We recommend you check your state's tax regulations for online purchases, as we are not responsible for individual state sales tax collection except as noted above.
*Please also be aware that the Sales Tax you see before placing your Order is an Estimated Tax.
How long will it take my order to arrive?
Delivery times are dependent upon product, inventory status and delivery method. Typically, orders will arrive to your home within 7-10 business days. Items shipping via common carrier can take up to three weeks to arrive. Exceptions are communicated on the product information page and in your shopping cart. In rare instances, when an in-stock item becomes unavailable after you have placed an order, you will be notified via e-mail.
What delivery area is covered by 1800PetSupplies.com?
We gladly ship within the 50 United States, APO/FPO addresses (USPS Priority Mail only), Canada, Guam, PO Boxes, Puerto Rico and the Virgin Islands. Delivery option restrictions by location apply.
How can I review order details?
Registered users can log into their account and view the order history and details of any online order.
What is a backorder?
A product is labeled as backordered when it is out of stock. You may still order the item, and it will be shipped to you as soon as it becomes available. The estimated arrival date to the 1800PetSupplies.com distribution center is communicated on the product's information page and in the shopping cart. You will receive periodic emails regarding the backorder status.
What items can be backordered?
Backorders are accepted on most items costing $15 or more.
Did you receive my order?
When you order on 1800PetSupplies.com, an Order Confirmation email is sent to you within 24 hours.
Can I change or cancel my order?
You may change or cancel your order if it hasn't been processed. Simply call Customer Service at customerservice@petsupplies.com.
Promotional Gift Cards Program Terms & Conditions
We reserve the right to change the format, elements, and terms and conditions of the promotional gift card program at any time, without notice. Resale of a promotional gift card or use for unauthorized advertising, marketing, sweepstakes or other promotional purposes is strictly prohibited. You may not permit any other person to use the promotional gift card issued to you.
Promotional gift cards will be issued within forty-eight (48) hours after the first item in your qualifying order is shipped. We issue promotional gift cards via email to the email address associated with the qualifying order. Your promotional gift card will be honored for merchandise purchased online at 1800PetSupplies.com and over the phone.
Please note that promotional gift cards have an expiration date; refer to the terms and conditions of the promotional gift card email for the expiration date of the gift card (90 days after gift card issuance). After that date, the gift card will expire and we will not accept the gift card for payment. Invalid gift cards are not replaceable or returnable.
Only one (1) promotional gift card may be applied to your order. The full amount of each purchase will be deducted from the funds held on the gift card, up to the total funds available on the gift card. Returned items will be refunded net of the gift card amount.
Gift card promotions are designed to provide a benefit to our customers by allowing individual customers to purchase 1800PetSupplies.com merchandise for their own personal use at a discount. Therefore, promotional gift cards are not transferable and have no cash value. 1800PetSupplies.com reserves the right, in its sole discretion, to refuse to honor any gift card that is used in a manner inconsistent with these objectives, including without limitation any fraudulent use. If we suspect misuse of the gift card, it may be suspended or terminated. You agree to use the promotional gift card only for legitimate purchases of merchandise through 1800PetSupplies.com and not for the purpose of obtaining cash from 1800PetSupplies.com.
Shipping & Delivery
General Info
Shipments are delivered Monday through Friday. We do offer Saturday delivery where available and at an additional charge. To place an order for Saturday delivery, get rates or location availability; please call customer service at customerservice@petsupplies.com.
Delivery times may vary based on national Holidays, shipping location or method of shipping for certain items and could take up to 3 weeks for delivery. Item delivery times quoted are to metropolitan areas and shipments to remote locations may also take longer. Prices and terms are subject to change without notice.
In our continued effort to minimize waste and lessen our impact on the environment, please note that your order may arrive in a slightly used shipping box.
Please note that item(s) may ship separately from other locations and/or ship in separate boxes. For example, large heavy items will not ship with a light bulb. So if your purchasing items that are not friendly shipping together, you will receive the balances of your order in separate boxes.
| Shipping Method | Est. Delivery Time |
| Economy* | 7-10 Business Days |
| Ground | 2-6 Business Days |
| 3 Day Shipping | 3 Business Days |
| 2nd Day Air | 2 Business Days |
| Next Day Air | 1 Business Day |
| Priority Mail* | 7-10 Business Days |
*Please note Economy shipping may utilize USPS for final delivery.
*Orders to APO/PPO, PO Box, Guam, Puerto Rico and the Virgin Islands ship Priority Mail.
What is the free shipping policy?
Free Economy Shipping applies to select items at 1800PetSupplies.com as indicated on the product description page. Look for the �FREE SHIPPING!� on qualifying item product pages. Additional exclusions may apply for excessively heavy or large items and will be noted during checkout. Offer valid only for orders shipped within the contiguous 48 U.S. states. May not be valid with any other discount or offer. Terms and conditions of this offer are subject to change at the sole discretion of 1800PetSupplies.com.
Shipping costs are calculated based on the total weight of items in your order and the shipping method selected. Total shipping charges will automatically display on the Checkout page before you submit your order for completion.
What is an Oversize charge?
Products that are considered to be oversized due to the weight or dimensions of the shipping box will be shipped by Economy 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.
What are the weight and size limits for shipping?
There are no limits to the total weight of your shipment or the total number of packages in your shipment. We reserve the right to ship orders over 200 lbs. via motor freight. A member of our customer service team will contact you with a quote for accurate freight costs.
What happens when I order a heavy or bulky item?
Certain products can only be delivered by truck. Online these products will be identified on the product page as �Shipping restrictions apply - Truck Only�. Your order will be processed, but placed on �HOLD� and a Customer Care representative will call you with an estimate of freight cost. Please allow additional time to process your order and scheduled delivery. Shipping service provider delivery dates may vary by region.
Can I ship my order to Alaska or Hawaii?
Yes. A $29.95 fee will apply in addition to the shipping charges. Please note that shipping times to Alaska and Hawaii will take longer than what's noted in the chart above. Shipping charges to Alaska and Hawaii are a result of increased cost from the shipping service provider. Orders to Alaska and Hawaii must be shipped economy.
Can I ship my order to Canada?
We make placing orders for delivery to Canada quick and easy!
Select items marked with "Ships to Canada" messaging and process your order as you normally would. Any additional charges will be calculated in your Billing Summary Page. If you have any questions please email us or call us at customerservice@petsupplies.com.
Canadian Shipping & Sales Policies
Only items eligible for Canadian Shipping will be allowed to be shipped to a Canadian shipping address.
- You will receive alerts during your checkout process, if specific items are restricted from Canadian shipping.
- Please remove these restricted items in order to successfully complete your transaction.
- Base Shipping Charge = $32.00 (includes Shipping, Customs Fees, and Duties.)
- Per Pound Charge= $0.75 per pound
Can I ship my order internationally?
1800PetSupplies.com does not ship internationally at this time.
Must I sign for my delivery?
Signature is required for Motor Freight; however, signature is not required for other shipping methods. Thorough inspection must be made upon delivery and all damage noted on the delivery receipt. If an item is damaged, delivery should be refused and 1800PetSupplies.com must be notified immediately. You must save all shipping and merchandise packaging.
May I choose my shipping carrier?
No. You may choose only the delivery method.
Is expedited shipping available on all products?
Expedited shipping is only available on those products that can be air shipped in accordance with shipping service provider requirements. Products exceeding weight or girth limits and products falling under the hazardous materials (hazmat) guidelines for dangerous materials cannot be expedited. These products are duly noted on the product information page.
Why does "Next Day", "2nd Day" or "3 Day Shipping" deliveries sometimes take longer than that to arrive?
Next Day, 2nd Day Air and 3 Day Shipping orders placed after noon Eastern Time will not be shipped until the following business day. Next day air packages arrive by end of day on the first full business day after shipment, 2nd Day Air packages arrive the second full business day after shipment and 3 Day Shipping packages arrive the third full business day after shipment.
Placing your order very late in the day, after the shipping service provider has picked up their last shipment, is one factor that can affect shipping time. As a rule, you can expect orders shipped Next Day to take 2-3 business days to arrive, orders shipped 2nd Day to arrive within 3-4 business days and orders shipped 3 Day Shipping to arrive within 4-5 business days.
Are there any shipping restrictions based on delivery location?
*Economy shipping available only to the 48 contiguous United States. Some restrictions and charges may apply.
*Ground shipping available to the entire United States and most Canadian provinces. Some restrictions and charges may apply.
*Air shipments (2nd Day and Next Day) available to the 50 United States. Some restrictions and charges may apply.
*Orders shipping to APO/FPO, P.O. Box, Puerto Rico, Guam and the Virgin Islands will ship USPS Priority Mail service. Some restrictions and charges may apply.
California Only - Pesticide Sale Restriction
A pesticide is any substance intended to control, destroy, repel, or attract a pest. Any living organism that causes damage, economic loss, transmits or produces disease may be the target pest. Pests can be animals, insects, unwanted plants and weeds, or microorganisms such as plant diseases, viruses or bacteria. Before being sold or used in California, all pesticides must be registered with both the U.S. Environmental Protection Agency and the California Department of Pesticide Regulation (DPR). Pesticide products typically sold in retail stores include: Algaecides, Fungicides, Herbicides, Insecticides, Rodent Poison, Repellants and Disinfectants & Sanitizers. If a product fails to meet California use requirement, TABcom, LLC will restrict product shipment to comply with California state law.
State Product Sale/Shipping Restrictions
We sell/ship product to all 50 states and Canada. Some products have very specific state selling restrictions and or regulations and by law we are not authorized to sell. For example; vaccines, prescription drugs, wormer and select insect repellents are restricted sale items in select states. We will notify you of any items that are restricted due to state regulations at time of order placement. We�re sorry, but by law we cannot sell these items.
Vaccines are nonreturnable and nonrefundable.
** Never put vaccines in a freezer. **
Vaccines are shipped in an insulated envelope or cooler with an ice pack.
Vaccines are shipped on the last pickup of the day, around 5:30 PM (Central Time). Orders packed prior to 5:30 PM (Central Time) are stored in a large walk-in cooler until they are loaded on the truck. Every effort is made to make sure your vaccines arrive as cool as possible. Please make arrangements to be home when your vaccines arrive, or have them delivered to a friend or neighbor who will be home and can refrigerate them immediately.
Vaccines will remain cool up to 24 hours during the hot summer months (even with an insulated cooler). After that they will warm up quickly, so a package delivered cold at 10:00 AM may warm up when sitting on a hot porch for a few hours.
If you have any concerns or questions, please call us. A customer care representative will be happy to help you (Monday � Friday, 8 AM to 6 PM, Eastern Time).
| Ordered on | Ships on | Arrives on |
| Monday before 2PM ET | Monday | Wednesday |
| Monday after 2PM ET | Tuesday | Thursday |
| Monday before 2PM ET | Monday | Wednesday |
| Tuesday before 2PM ET | Tuesday | Thursday |
| Tuesday after 2PM ET | Wednesday | Friday |
| Wednesday before 2PM ET | Wednesday | Friday |
| Thursday | Monday | Wednesday |
| Friday | Monday | Wednesday |
| Saturday | Monday | Wednesday |
| Sunday | Monday | Wednesday |
Orders will ship on a specified day as long as the order has been cleared to ship. All arrival days are estimated and can vary based on ZIP code.
Only orders that are shipped 2nd Day Air can be guaranteed to arrive within the recommended time period. We cannot be held responsible for carrier errors or weather delays.
Most vaccine manufacturers recommend shipping their vaccines 2nd Day Air. However, even vaccines shipped 2nd Day Air will frequently arrive warm on a hot summer day.
Return Policy
How long will it take for me to receive a credit once I return an item?
We administer return credits within 7-10 business days once received in our return center.
What is your return policy?
View our complete Return Policy.
Will I be reimbursed for my return shipping costs?
1800PetSupplies.com does not reimburse return shipping for products returned for reasons that are not the fault of 1800PetSupplies.com.
How do I report a damaged or defective product?
Call Customer Service at customerservice@petsupplies.comimmediately upon discovering any damaged or defective item. You must save all shipping and merchandise packaging.
Can you replace my order?
Yes, depending on the availability of the items. Call Customer Service at customerservice@petsupplies.com.
Promotional Exclusions
Promotional shipping offers cannot be applied to orders being shipped via Air (Next Day or Second Day). All offers are while supplies last and may not be combined with any other promotional offers or discounts or applied to previous or Business to Business orders.
Promotional discounts that apply to the order total will be reflected at checkout. Order total excludes taxes, shipping & handling charges, processing fees and the purchase of gift certificates. Due to manufacturer guidelines some products will be excluded from discounts. Due to market changes or circumstances beyond our control, all prices are subject to change without notice. We are not responsible for any typographical errors or omissions.
Who do I call if my merchandise arrives broken or damaged from the carrier?
If your order is broken or damaged, refuse delivery (if possible) and call Customer Service at customerservice@petsupplies.com. You must save all shipping and merchandise packages.
**Please have pictures available of the box how it was received, and of all items, packing materials, etc.