Frequently Asked Questions
How can I place an order?
PetMountain.com accepts orders online 24 hours a day, every day of the week. First, browse through our selection of exciting items 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. You can also place an order by phone by calling 1-888-373-8686 Monday-Friday.
What forms of payment do you accept?
PetMountain currently accepts Visa, MasterCard, Discover, American Express and PayPal for all orders. Any pre-paid gift card with a Visa, MasterCard, American Express, or Discover logo/insignia on it will be processed like an actual credit/debit card and only one credit card can be used per order.
Can I change 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 contact us at 1-888-373-8686 or email email@example.com for assistance. Please note that most orders process quickly and can enter the shipping process within minutes. If your order has shipped and has a tracking number, it cannot be changed or canceled.
How can I view my order history?
You can look at past and pending orders through your customer account. You will receive an order confirmation email and a shipment confirmation e-mail after you have placed your order:
- Order Confirmation Email - Confirms your order has been received and includes your order number. This e-mail should arrive within approximately 5 minutes.
- Shipment Confirmation Email - Confirms your order has shipped and your tracking number will be included. This e-mail should arrive within 1 business day after your package is shipped.
Do you charge sales tax?
We do not charge sales tax on items shipping within the United States, excluding California. If you ship to an address in California the amount of tax charged will be displayed at checkout after you enter your shipping address.
Is it safe to shop online?
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.
What are the shipping cost?
No minimums are required to place an order with PetMountain.com. Orders under $75 pay a flat-rate of only $6.95 for Standard Friendly shipping. Enjoy free Standard shipping on all orders with a sub-total over $75, even the BIG stuff! Your shipping charges will be displayed at checkout for your convenience. We offer faster delivery for an additional fee for Standard delivery.
Who will deliver my order?
For fast and reliable delivery we have partnered with FedEx and USPS for on time delivery within the United States.
Where can you ship to?
We ship within the contiguous 48 United States. Shipping is not available to Hawaii, Alaska, U.S. Territories, or Military APO/FPO addresses.
Do you ship internationally?
We do not offer any shipping options to countries other than the contiguous 48 United States. We recommend using a freight forwarding company within the contiguous USA as your shipping address so they can complete the final delivery for an additional fee.
Can you ship to a PO Box?
FedEx cannot deliver to a PO Box. Please provide us with a valid residential or business address for delivery.
How can I track my package?
A shipping confirmation email with your tracking number will be emailed upon shipment. USPS tracking numbers are 22-digits long and FedEx tracking numbers are 12-digits long. You can track your package by entering your tracking number on the carrier website www.FedEx.com and www.USPS.com. Please allow up to 24 hours for your package travel history and estimated delivery date to display. You can also log in to your PetMountain.com account to check your order status at any time.
If your order appears late, remember:
- Orders are processed within 1 business day Monday-Friday.
- FedEx and USPS count the business day after shipment as the first day in transit.
- FedEx and USPS are closed on major Holidays.
When will I get my order?
We offer fast shipping with FedEx and USPS 1-5 Business Days at checkout. Your FedEx or USPS tracking number will be emailed upon shipment for your convenience. The carrier websites www.FedEx.com and www.USPS.com will display your estimated delivery date within 24 hours after shipment.
Do I need to sign for delivery?
We don't require a signature for delivery. Ultimately the delivery driver may opt for a signature to ensure safe delivery.
What happens if my package is lost or damaged?
Please contact us at 1-888-373-8686 within 10 days of delivery so we can file a claim with the carrier for the damage or loss. If your package shows delivered please check the perimeter of the location and ask anyone you share the location with including neighbors if they have your package. If you have a front office, mail room, or leasing manager at your complex we recommend asking them if they have your package prior to contacting us. Refunds or replacements will be processed after the carrier pays your lost or damaged shipment insurance claim.
What is your return policy?
Our policy is simple. If you are not 100% satisfied with your pet supplies, you can return any product within 30 days from the date of purchase. Items must be unused in the original condition including manufacturer packaging for a refund. Please note: Original shipping charges are non-refundable. If we made a mistake or the item arrived defective, please do not attempt to return the items. Please contact us at 1-888-373-8686 and we'll make things right.
What is your exchange policy?
Every purchase requires an invoice with the date of purchase for manufacturer warranty purposes. Please return the unused product within 30 days of purchase for a refund of the product price. Then place a new order for the item you wish to purchase. If you have a color or style request, please call 1-888-373-8686 or email firstname.lastname@example.org so we can check our inventory prior to placing your order.
When can I expect a refund?
You can expect a refund within 1 week of receiving your return. A refund confirmation email will be sent detailing your refund after your return has been processed by the returns department.
Do you offer store credit?
We do not offer store credit on returned items. A refund will be processed back to the original payment method at the time of purchase.
How do I submit a return?
You have 30 days from the date of purchase to return any unused item. Here are the basic steps:
- Please contact us at 1-888-373-8686 or email email@example.com for a Return Merchandise Authorization.
- We cannot accept C.O.D. deliveries.
- Insure the return shipment for proper protection.
Please contact us immediately if you feel you have received a product that has a manufacturer defect or we made a mistake and sent you a different product than what you ordered (wrong item, size, model, etc). Under these circumstances do not ship us these products. We will arrange for proper shipping or replacement. We do not issue refunds for shipping charges if you send an item back on your own.
Please note: If there is extensive damage to an item upon delivery, please contact us we can remedy the situation for you in a timely manner.
Do products come with a manufacturer warranty?
Many of the items that are sold on PetMountain.com come with a manufacturer's warranty. For additional information on the manufacturer's warranty for a specific product, please contact the manufacturer directly for assistance.
What is your coupon code policy?
Only one coupon code may be used per order. Save the other for a rainy day or give it to a friend before it expires. You can combine coupons with a Free Shipping on orders over $75 promotion.