OrderingAcceptable Payment Methods We only accept PayPal, Visa, Master Card, Discover, and American Express credit cards for payment.We do not accept gift cards.
Back to Top Placing an order
Ordering online with PetMountain.com is as easy as 1,2,3. First, browse through our selection of exciting items in over 300 categories and choose the item(s) you would like to purchase. Then add the item to your shopping cart and proceed shopping or continue to check out. That's it! It's that easy.
Back to Top Canceling my order
After you have clicked "Place Order," your order begins to process and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must call a Customer Service representative at 888-373-8686 or send us an email. Please note that most orders process quickly and can enter the shipping process within minutes. If your order has already entered the shipping process, it cannot be changed or canceled. Back to Top Sales tax
PetMountain.com is required by law to charge appropriate sales tax for orders with ship to addresses within the state of California.
Back to Top Security
Absolutely! We use Secure Socket Layer (SSL) encryption to ensure that your personal information cannot be intercepted and read by a third party. Your personal information and your credit card information are converted into bits of code that are transmitted securely. None of our customers have ever reported fraudulent use of their credit card information as a result of giving it to us over the Web, but if you ever suspect that your credit card information is being used without your knowledge, you should contact your credit card company immediately.
Back to Top Returns30 Day Money Back Guarantee
If you wish to return an item you have purchased online, you may return the item within 30 days for a refund of the product price, minus the shipping, handling, gift wrap, restocking fee or other charges. Defective Items
All items are brand new and come with a manufacturer warranty. Warranties vary depending on the manufacturer, we recommend contacting manufacturers directly for warranty information. If the item is defective you have 30 days to contact us so we can send a replacement and schedule a pick up. Please call us immediately if you received a defective item! Customer Service (888) 373-8686 will be happy to assist you! We will have UPS pick up the defective item for you from your doorstep and UPS will provide a preprinted shipping label at no cost to you! NOTE: Please do not ship back defective items without contacting us first for return instructions as you will not be reimbursed for the return shipping charges! Restocking Fee
Items that are returned due to buyers remorse are subject to a 10% restocking fee. After inspection we will issue a refund minus 10% of the product cost. Customers who received "Free Shipping" through a promotion, your shipping charges will be subtracted from your refund amount if the return is due to "Buyers Remorse". To ensure a refund: the product, original packaging, paperwork, parts and accessories must be in good condition! Electrical Items: Any electrical item that has been plugged in and used cannot be returned due to "Buyers Remorse". If your order is sent back to us because you entered an incorrect address, PO Box, APO Address, and/or you rejected the delivery due to "Buyers Remorse" you will have to pay for the return shipping charges. The return shipping charge will be deducted from your refund.
Order Arrived Damaged or is Lost in Transit
If there is extensive damage to an item upon delivery or your package is lost in transit please send an email or call our Customer Service phone number (888) 373-8686 immediately so a UPS shipping claim can be filed and a replacement product can be re-shipped! You must call within 30 Days of delivery to file a claim and have a replacement re-shipped! Failure to report a damaged item due to shipping / transportation within 30 days from the delivery date will be ineligible for any replacements or refunds on product and / or shipping & handling! Please do not ship back damaged items - as you will not be reimbursed for the return shipping charges! If an item is damaged we will be happy to schedule a UPS Pick Up for you! All Hagen Items - Sales are Final!
All sales are final with any Hagen items including the the following Hagen sub-brands: Fluval, Aquaclear, Laguna, Nutrafin, Living World, and ExoTerra. Hagen customer service will assist you with product defects and warranty issues directly for quality control purposes. Hagen can be contacted directly through their website www.hagen.com
Back to Top Credit
You can expect a refund within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.
Back to Top Return Instructions As every customer here is valued, we always aim to make returns a quick and easy process. Please view the information below for more information regarding your returns. Here are the basic steps: - Visit our Returns Tool to request a Return Merchandise Authorization # (RMA).
- Click on the order that contains the item you need to return.
- Click the “Return Items” button next to the item you need to return. Only items that are eligible for return will have an active link to click.
- Select your Return Reason.
- We cannot accept C.O.D. deliveries.
- Insure package for proper protection.
For your protection, we recommend that you use UPS Ground for your return. You can expect a refund within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part. * Please note: If there is extensive damage to an item upon delivery please send an email or call our Customer Service phone number (888) 373-8686 immediately so a UPS shipping claim can be filed and a replacement product can be re-shipped! You must call within 30 Days of delivery to file a claim and have a replacement re-shipped! Failure to report a damaged item due to shipping / transportation within 30 days from the delivery date will be ineligible for any replacements or refunds on product and / or shipping & handling!
Back to Top Returning an Oversized Item
We cover shipping charges on returned Oversized Items only if the item arrives at the designated shipping address defective or damaged. We do not cover shipping charges on Oversized Items that are returned due to "buyer remorse." Please note: Shipping charges can be expensive for Oversized Items. Follow these steps to return an Oversized Item: The item(s) must be unassembled and packaged securely. To ensure a refund you must include the product, original packaging, paperwork, parts and accessories - all must be in good condition! Contact a Customer Service representative to receive instructions on arranging for a freight delivery company to pick-up your item(s). Please have your order number available when you call. You must be home at the time of pick-up and the item(s) must be at the door for the freight driver.
You can expect a refund within 30 business days of our receiving the item(s). You will be refunded the shipping cost if the return is a result of a manufacturer error or our error.
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ShippingShipping options
We currently offer three shipping options within the United States. You may choose Ground, Expedited, or Overnight service for delivery. If you choose Ground shipping most of our customers in the contiguous U.S. receive their orders in just 3 to 8 business days. Need it faster? Expedited will deliver your order within 1-3 business days after we have filled your order. Need it even faster? Overnight order are shipped for delivery the next day! Overnight Orders are time sensitive - Please note that orders placed after 11:00am PST are not guaranteed for next day delivery due to UPS departing flight schedules. (View Shipping Chart) Customer will pay any return shipping charges incurred due to failed delivery (1-3 Attempts are made by courier and returned to sender).
Back to Top Shipping outside the United States
At this time we do not ship outside of the United States, please check back in the future as our shipping policy may change! PetMountain.com will ship your order to any location within the United States including Hawaii and Alaska.
Back to Top Shipping to a P.O. Box or Military APO Addresses
We're sorry, but you must provide us with a valid residential or business address in order to accommodate your request.
Back to Top Track packages
You have 2 Options: 1) You check your order status and track your package on PetMountain.com > Order Status. Simply enter your Order # and your e-mail address to pull up your order and track your package. -or-
2) Find the UPS tracking number in the e-mail we sent you confirming that your order has been shipped. Use that number at www.UPS.com to check the status of your order online. It may take 24 hours before tracking information appears on the UPS web site.
Back to Top Order Status
You can look at past and pending orders. You must be a Customer to use Order Status. Click here to check your Order Status.
Also, you will receive two e-mails after you have placed your order if you provided us with a valid e-mail address: The first confirms that your order has been received (your order confirmation number will be included); this e-mail should arrive within approximately 24 hours. The second confirms that your order has been shipped (any tracking information will be included); this e-mail should arrive within approximately 24 hours after your order has shipped.
Back to Top Shipping Charges
Your shipping charges will appear in the box marked "shipping charges" at checkout for your convenience. For complete shipping information before you check out, please review our Shipping Rate Chart! FREE SHIPPING ORDERS OVER $150! - Hurry offer ends soon! (View Shipping Chart)
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MiscellaneousAbout Pet Mountain
Pet Mountain is committed to the health and well-being of pets and animals. Since our beginning, we have been making pets and pet owners happy. It's a pleasure to serve you!
Back to Top Contact information
We welcome any comments, suggestions and ideas that will make your shopping experience online enjoyable. Tell us how we can help by contacting us at Pet Mountain Guest Service. We would love to hear from you!
Back to Top Product Warranties
Many of the items that are sold on Pet Mountain come with a manufacturer's warranty. For additional information on the manufacturer's warranty for a specific product, please contact the manufacturer directly.
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