Sign Up For Exclusive Emails!

Shop Categories
Petfood.com >

What are the details on the $4.99 Flat Shipping over $50 (up to 30lbs)?
The $4.99 Flat Shipping over $50 offer is valid for Economy Shipping only in the 48 contiguous states on orders less than 30 pounds of weight. For all orders that are 30 pounds or over, a nominal charge of $.29/lb will be added to your order for shipping. For all orders 80 pounds or more in weight a $20.00 fee will be added to shipping costs. Order total excludes taxes, shipping & handling charges, and processing fees. Please note that due to carrier restrictions, some products shipping to the 48 contiguous states must be sent via Ground Shipping and are not available for Economy Shipping. This offer cannot be combined with any other promotional offers or discounts, applied to previous orders or to Business to Business orders. Reduced shipping offer does not apply to oversized products requiring Motor Freight delivery. If requesting expedited shipping on oversized items, please contact customer service for specific shipping charges.



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
Must I pay sales tax? 
How long will it take for my order to arrive?
What delivery area is covered by Petfood.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?

Shipping & Delivery 
General Info
What are the shipping options for my order?
How are the shipping charges 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?
What is the Free Shipping policy?
Why does "Next Day" or "2nd Day" deliveries sometimes take longer than that to arrive?
Are there any shipping restrictions based on delivery location?

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?

Customer Service Center
Speak directly with a Customer Service specialist
Email Click here to contact us
Phone: 1.888.247.3496

Customer Care Service Hours:
Monday - Friday: 8 a.m. ET - 6 p.m. ET
Saturday: Closed
Sunday: Closed


Frequently Asked Questions


Ordering

How can I pay for my order? What payment methods 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 Checkout
  • Bill Me Later 
  • Google Checkout
For phone orders we accept 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.
 
If you have any questions, please call Customer Service at: 1.888.247.3496

Back to top

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, which you may use to track your order. Economy shipping orders cannot be tracked.
Back to Top

Must I pay sales tax? 
We are required to collect sales tax for orders delivered in the states we are located; *PA, *MO, and *NY. States marked with an asterisk requires us to also collect tax on shipping & handling charges too.
Back to Top

How long will it take for 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.
Back to Top

What delivery area is covered by Petfood.com? 
We gladly ship within the 50 United States, APO/FPO addresses, PO Boxes, Canada, Guam, Puerto Rico and the Virgin Islands. Delivery option restrictions by location apply.
Back to Top

How can I review order details? 
Registered users can log into their account and view the order history and details of any online order.
Back to Top

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 Petfood.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.
Back to Top

What items can be backordered? 
Backorders are accepted on most items costing $15 or more.
Back to Top

Did you receive my order? 
When you order on Petfood.com, an Order Confirmation email is sent to you within 24 hours.
Back to Top

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 1.888.247.3496.
Back to Top

Shipping & Delivery 
 
General Shipping Information
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 1.888.247.3496.

Delivery times may vary as orders maybe ship from more than one location and certain items 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.
Back to top

What are the shipping options for my order?  
  
Shipping Method Est. Delivery Time
Economy* 7-10 Business Days
Ground 2-6 Business Days
2nd Day Air 2 Business Days
Next Day Air 1 Business Day
Priority Mail* 7-10 Business Days

*Please note that due to carrier restrictions, some products shipping to the 48 contiguous states must be sent via Ground Shipping and are not available for Economy Shipping.  *Orders to APO/PPO, PO Box, Guam and the Virgin Islands ship Priority Mail. Order to Puerto Rico can be shipped Economy or Priority Mail..

How are the shipping charges calculated for my order?  
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.

Back to top

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 $5 per oversized item will be added to the shipping changes due to the increase in costs by the shipping service provider for larger or heavier items.
Back to top

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. Shipments larger than the limits listed below will require the use of our truck freight services.

*Packages can be up to 150 lbs.
Packages can be up to 165 inches in length and girth combined.
Packages can be up to 108 inches in length.

* The restrictions above only pertain to individual packages.
Back to top

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.
Back to top

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. Economy shipping is not an option for Alaska and Hawaii. Orders to Alaska and Hawaii can only ship Ground, 2nd Day and Next Day Air.
Back to top

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 contact us online or call us at 1.888.247.3496.

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.
Cost for Canadian Shipping
  • Base Shipping Charge = $32.00 (includes Shipping, Customs Fees, and Duties.) 
  • Per Pound Charge= $0.75 per pound
If you have additional questions regarding Canadian Shipping, please contact Customer Service at 1.888.247.3496.

Can I ship my order internationally? 
Petfood.com is happy to accept orders from friends around the globe. Please call our expert sales reps at 570-384-7676 to assist you with your order. Please note that at this time we can only accept international orders in excess of $150.00. Also note that select product lines may not be available for sale internationally and shipping rates and fees will vary depending on the delivery address of your order. Our sales rep will be able to provide you with additional information when you call to place your order.

Items from Petfood.com can be shipped to several international regions, but cannot be shipped to Africa, Island Nations, Israel, Latin America, or the Middle East.

Your packages may be subject to the customs fees and import duties of the country to which your order is shipped. These charges are always the recipient's responsibility. For further details, read about Restrictions (which apply to all international shipments) and Import Fees Deposits.

Restrictions
Some items sold by Petfood.com cannot be shipped internationally due to import restrictions or size; for example pet food and products containing animal by-products cannot be shipped internationally.

Limitations
For products shipped internationally, please note that any manufacturer warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements; and the products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate). You are responsible for ensuring that the product can be lawfully imported to the destination country. When ordering from Petfood.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

Customs, Duties, and Taxes
Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

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 dog.com must be notified immediately. You must save all shipping and merchandise packaging.
Back to top

May I choose my shipping carrier? 
No. You may choose only the delivery method.
Back to top

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 1.888.247.3496. You must save all shipping and merchandise packaging.
Back to top

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.
Back to top

What is the Free Shipping Policy? 
*Free Economy Shipping applies to select items at PetFood.com as indicated on the product description page. Look for the “FREE SHIPPING!” on qualifying item product pages. 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 PetFood.com.
Back to top

Why does "Next Day" or "2nd Day" deliveries sometimes take longer than that to arrive? 
Next Day and 2nd Day Air orders placed after 2 p.m. 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, and 2nd Day air packages arrive the second 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, and orders shipped 2nd Day to arrive within 3-4 business days.
Back to top

Are there any shipping restrictions based on delivery location? 
*Economy shipping available to the 48 contiguous United States.
*Ground shipping available to the 48 contiguous United States and Canada.
*Air shipments (2nd Day and Next Day) available to the 50 United States.
*Priority Mail available to Guam, Puerto Rico and the Virgin Islands.

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, PetsUnited, LLC will restrict product shipment to comply with California state law.

Return Policy

How long will it take for me to receive a credit once I return an item?
We administer return credits within 48 hours after the product is received in our return center.
Back to Top

What is your return policy?
View our complete Return Policy.
Back to Top

Will I be reimbursed for my return shipping costs?
Petfood.com does not reimburse return shipping for products returned for reasons that are not the fault of Petfood.com.
Back to Top

How do I report a damaged or defective product?
Call Customer Service at 1.888.247.3496 immediately upon discovering any damaged or defective item. You must save all shipping and merchandise packaging.
Back to Top

Can you replace my order?
Yes, depending on the availability of the items. Call Customer Service at 1.888.247.3496.
Back to Top

Are there any 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 applied to any other promotional offers or discounts, applied to previous orders or to 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 and the low prices we have on all products, clippers, clipper blades, and certain other products are excluded from promotional 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.
Back to Top