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Pets Warehouse Help

Click on the following for quick answers to these frequently asked questions!


1. What if I can't find a particular product
2. Do we offer a catalog?
3. What forms of payment do you accept?
4. Is it safe to use my credit card?
5. When are credit cards charged for an order?
6. Do I have to pay sales tax?
7. How long does it take to get my order delivered?
8. International orders
9. How much do you charge for shipping?
10. Does Pets Warehouse.com have a guarantee?
11. What are your return policies?
12. What if I receive my order and it's damaged?
13. Can I have my order shipped to a different location?
14. Can I cancel an order after it has been submitted?
15. Legal disclaimer
16. Do you sell wholesale?
17. Are the prices the same in the store as online?
18. Will my e-mail address be given to others?

1. I can't find a particular product I'm looking for.


If you are looking for something in particular that is not on our site please e-mail us and let us know. We will try to locate it and add it to our site, or offer it to you as a special order.


2. Pets printed Warehouse catalog.


Given that we have 43,000 items available, a printed catalog would not be practical. It would be 2,000 pages thick, and would not be cost effective to mail to our customers. One of the reasons we're able to keep our pricing so low is that we're online, and don't have the expense of creating and reissuing printed catalogs. This is especially so since items change as rapidly as they do in the pet industry. We can assist you in finding whatever it is you're looking for - even if you yourself aren't sure what it is, please E-mail. We're familiar with every item we carry, and not only can we help you find what you're looking for, we can recommend products to best suit you and your pet's needs.


3. Forms of payment accepted.


All major credit cards Visa, MasterCard, American Express and discover. Other forms of payment are bank-to-bank wire transfers, international money orders in US currency, Electronic checks or other other form of certified funds or hard currency. We accept personal checks, with the understanding that they must clear your account prior to the order being shipped. We do not ship any COD orders.
We do not accept credit cards on international orders except APO & FPO.


4. All credit card transactions are secure.


We promise to protect your personal information. Any page at Pets Warehouse.com that asks you for personal information is highly secure. Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process.

Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information.

To further ensure your security, we use state-of-the-art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use. Pets Warehouse.com is proud to be a Thawte/VeriSign Secure Site.


5. When are credit cards charged for an order?


Your credit card is not charged until the time your order is confirmed.


6. Sales tax.


The Pets Warehouse.com operations are in New York; we are, therefore, required to collect sales tax on orders shipped to locations in the state of New York.


7. Delivery time.


You can expect delivery in 5 to 10 business days for supplies and next day or second day service is available. Livestock is shipped same day via the airlines or next day with UPS. Some items may be shipped by 2nd day service. A customer representative will contact or E-mail you prior to shipping to work out the best arrangement for you and what's best for the livestock.


8. International orders


We do not accept credit cards on international orders, with the exception of US personnel in the armed forces or other US Government agencies. An example of this would be US Embassy personnel. In those cases, we require that a form of identification be sent to us. This would only need to be done on your first order. Other acceptable forms of payment are bank-to-bank wire transfers, international money orders in US currency, electronic checks or other other form of certified funds or hard currency.

International orders can be shipped by worldwide US Postal Service, including APO's and FPO's. We also ship by UPS, and worldwide air cargo. A note about standard shipping: Packages sent via standard shipping go by surface mail. Shipping time varies widely depending on the destination. In our experience, standard shipments take about 2 to 3 weeks to Canada, 6 weeks to the United Kingdom, 6 to 8 weeks to Japan and Australia, and 10 to 12 weeks to Brazil, to name a few. International orders using UPS have reasonable rates, and your order will be received in just a few days. You are responsible for paying any duties or import taxes if applicable.

If you would like to have an estimate of your shipping cost, please e-mail us. We need all the pertinent location information.

Certain livestock that requires CITES paperwork (I.e.: corals, live rock, certain reptiles, etc) can not be shipped, fish can be exported on orders with a minimum of $500, The necessary paperwork is extremely voluminous and time-consuming, thus making it necessary to require a minimum order size. However, orders that do not require such paperwork (I.e.: most fish, aquatic plants ) can be shipped, but we set a minimum order level of $500 and up, depending on the country that it's going to - while there's less paperwork, it's still quite an involved process. Let us know about your needs, and if your order can meet our requirements, we'll be happy to accommodate your needs.

9. Shipping charges.


Pets Warehouse.com charges standard UPS rates. For large bulk items, which usually say "FOB Add'l Frgt", shipping prices are based on actual weight and the distance to the destination. The other exception is bulk feed, fish tanks, livestock, plants, etc., the price for which is calculated for each individual shipment.


10. Pets Warehouse.com guarantee!The best in the business!


Every item we sell is covered by the manufacturer's and/or Pets Warehouse.com's guarantee. During the manufacturer's warranty/guarantee period, all defective products will be accepted directly by Pets Warehouse.com for replacement.

If you need a particular item replaced on the spot, we can offer you the following: We will send you the replacement product immediately, by next-day air if necessary. We will charge you for the replacement item, and in the interim, you will be responsible for returning the original item for us. We will then make every effort to get the item replaced or repaired by the manufacturer. When the item is credited or returned to us, repaired, we will credit your credit card for the amount. Shipping charges, of course, are your responsibility. Because we are pet-lovers ourselves, and understand the needs of your animals, we know sometimes you have to have a product in working order immediately.


Livestock Guarantee and Policy


We guarantee live arrival of livestock, provided such livestock is picked up or accepted (signed for) in a timely fashion. It is the purchaser's responsibility to notify PetsWarehouse.com immediately by telephone if such scheduled next day delivery fails to occur by 12:00(noon) PM, in order that tracking of a displaced or lost shipment can be expedited by either party. Upon delivery if the purchaser finds any reason to claim a loss or other dissatisfaction, such claim must be reported at the time of delivery by telephone. There is no responsibility or guarantee whatsoever when purchaser opts to utilize second day delivery or chooses another delivery method that is not recommended by Pets Warehouse.

Terms of Replacement on fish, coral, live rock, aquatic plants, small animals, reptiles and any other live animals. Provided shipment is accepted and delivered in a timely manner as above, Pets Warehouse.com, at its discretion, will replace such livestock not arriving alive or in reasonably good condition. The cost of shipping relating to this replacement will be borne by the purchaser - Pets Warehouse.com is not responsible for the shipping and box costs on replacement livestock. There will not be any refunds in lieu of replacement livestock. This replacement policy is not subject to a continued guarantee - repeated replacements will not be made. In the case of any dispute relating to this policy, purchaser agrees not to dispute any charges on their credit card or other form of payment. This policy shall be interpreted in accordance with the laws of the State of New York and any civil actions must be commenced in Suffolk Country, New York.


12. Damaged item


Do not discard the packaging material. Pets Warehouse.com will have the item(s) picked up by our carrier, and we will ship an identical replacement to you at no charge. Just e-mail us.


13. Shipping to a different location


Upon checking out you will see where you may choose that option. Under the billing information there is a space to enter a different "ship to" address.


14. Cancelation of an order after it has been submitted


We can cancel an order within 24 hours of the time it has been submitted. Cancellation or return after that time period may be subject to a 15% restocking fee. Special orders are non-cancelable.

The re-stocking fee also applies to livestock orders canceling after 24 hours, because we can not necessarily cancel our commitment with our livestock suppliers or breeders.


15. Legal disclaimer


All of our prices are subject to change. Online prices may be lower than those of our retail stores.All transactions and prices must be verified and approved by PetsWarehouse.com If the price is incorrect due to typo, error, misprint, or incorrect rebate deadline, Pets Warehouse.com reserves the right to decline any order. Photographs associated with some products in our catalog are not necessarily exactly representative of the exact item they are associated with, but may be shown with additional products for display purposes, or may be a similar product that is displayed to convey a general theme of that product.

Seller hereby expressly disclaims all warranties either expressed or implied warranty of merchantability or fitness for a particular purpose. This disclaimer by the seller in no way affects the terms of the manufacturer's warranty if any. Title to goods herein being purchased is retained by the seller until goods are paid for by the purchaser and at that time title passes to purchaser. If goods herein being purchased are being purchased for purposes of export, purchaser must obtain from the Federal Government certain export documentation before shipping to a foreign country. In addition, manufacturers' warranties for exported goods may vary or even be null and void. If you have questions, please inquire. Any and all liability is only for the products purchased.


16. Wholesale accounts


Please e-mail customer service at Pets Warehouse.com with your name, address, phone number, and resale number, and someone will contact you.


17. Are the prices the same in the store as online?


We always welcome customers to stop by either one of our two locations to see for themselves what we have to offer to the pet lover in you. While we maintain the lowest price guarantee in our retail stores on Long Island, they are not always (but often are) as low as the Internet prices in our online catalog. We have been questioned as to why there's a difference. The reason for this is pretty straightforward:There is additional overhead in stocking and maintaining merchandise. It has to be inventoried,labeled, maintained, allotted shelf space within a retail environment, additional sales staff employed to explain products, etc, etc.

Examples of products that are the same price would be dog & cat foods, crates, aquarium setups

Examples that are slightly higher (but still the least expensive in the Tri-state area) are fish, coral, and live rock.

The difference here is that you have an opportunity to select & see the fish feed, you can select your rock yourself, get personal, knowledgeable, technical, and experienced advice from the industry leaders, etc.

Your other option (except fish, coral & live rock) is to order online and in the 'special instructions' box on the order form, note that you want the products held for pickup at the store. There will be no shipping or handling charges, but there is a $25.00 minimum on pickups. We will have them ready for you within 2-3 days, and if you'd like to purchase anything additional, no problem!KEEP SHOPPING


18. E-mail or personal info is protected.


Privacy Policy Statement - We respect the privacy of our visitors & customers, those who enter our contests, and those who fill out our questionnaires, and do Not sell or rent our lists to third parties for e-mail marketing For each visitor to our Web site, our Web server does not automatically recognize information regarding your domain or e-mail address. When you shop on our site, we collect personal information from you such as your name, e-mail address, billing address, shipping address, telephone number, product selections, credit card or other payment information and a password. We may also collect, the URL you came from, IP address, domain types (e.g. .com or .org, etc.), your browser type, the country, state and telephone area code where your server is located, the pages of our site that were viewed during a visit, the advertisements you clicked, and any search terms that you entered on our site. We collect the e-mail addresses of those who post messages to our site, the e-mail addresses of those who communicate with us via e-mail and information volunteered by the consumer, such as survey information and/or site registrations. We do not sell or rent your personal information to others. We use customer information we collect only for the purposes of filling orders, contacting purchasers to inform them of their order status, sending promotional information, enhancing the operation of our site, serving advertisements, for statistical purposes and to administer our systems. We may use third parties to help us fulfill orders, to help process payments, to provide customer service, to serve site content, to serve the advertisements you see on our site, to book travel purchases, to conduct surveys, to help administer promotional emails, to administer warranties purchased, and to administer drawings or contests. We give them access to the information needed to do their job. Sometimes that includes your personal information. Our computer system protects personal information using advanced firewall technology. The information we collect is used to improve the content of our Web page, used to notify consumers about updates to our Web site and used by us to contact consumers for marketing purposes. If you do not want to receive e-mail from us in the future, please let us know by sending email to us and inserting the word REMOVE in the subject line.