FAQ's

Many of your questions may be answered in our Frequently Asked Questions section below:


TOP QUESTIONS What are the Special Terms and Conditions for the Holiday Loyalty Reward 2013 offer? Do you ship internationally? What are your shipping charges? When can I expect my package to arrive? How can I get a discount coupon code? The coupon code I entered is invalid. Why? How do I send an item/gift to someone else? I received an email that says my Shopping Cart has been saved for me? What does that mean? What should I do?

ALL QUESTIONS

ORDERING How do I order products on your website? I can’t find a product on your website. What do I do? I’m having trouble entering my shipping information. What should I do if it will not allow me to select my state of residence from the pull-down list? I’m a Canadian resident. When I try to enter my postal code I get an error. What should I do? How do I know if my order has gone through? I received an email that says my Shopping Cart has been saved for me? What does that mean? What should I do? Can I order over the phone? I need to cancel my order. What do I do? Can I make changes to my order? My product needs a refill. How can I order more? What happens if a product is on backorder? Can I order product samples?
SHIPPING
Do you ship internationally? What shipping carriers do you use? What are your shipping charges? When can I expect my package to arrive? How can I track my package? What is the order deadline for Next Day Air? Do you ship to P.O. Boxes? What if I have a U.S. shipping address, but an International billing address for my credit card? What if I have a U.S. shipping address, but a P.O. Box billing address? Can I place one order and send it to multiple addresses?
RETURNS/REFUNDS/EXCHANGES
What is your Returns Policy? What is your Return Policy on Personalized Products? What is your Refunds Policy? What is your Exchange/Replacement Policy? My pet just destroyed his/her toy. What do I do?
PAYMENT
What payment types do you accept? What is the CVV you ask for on the checkout page? How do I know that my information is secure? I have purchased from you before. Can you automatically use my previous credit card information that I used to place my previous order?
SALES & DISCOUNTS
How can I use a Coupon Code online? How can I get a discount coupon code? The coupon code I entered is invalid. Why? I just received a coupon code for a product I already purchased. Can I receive a price adjustment? A product I purchased just went on sale. Can I receive a price adjustment? Can coupon codes be used on all products? Free Standard Shipping Promotion Details
SENDING GIFTS & GIFT CARDS
How do I send an item/gift to someone else? Can I include a note with my gift item? Can I use a Coupon Code to purchase a Gift Card? If I purchase a Gift Card how will it be delivered? How do I redeem my Gift Card? What if I spend less than the value of my Gift Card? What if I spend more than the value of my Gift Card? Are there any limitations to what I can buy with my Gift Card? Does my Gift Card have an expiration date? Gift Cards Terms & Conditions
CONTACTING US
How can I contact you? What are your hours? I'd like to have my pet product featured on PetProductAdvisor.com. What do I do? Can PetProductAdvisor.com answer any health/medical questions I have about my pet? Do you have an affiliate program? Will you donate to my local animal shelter?

ORDERING

Q.  What are the Special Terms and Conditions for the Holiday Loyalty Reward 2013 offer?

A.  Your Holiday Loyalty Reward can be used on any purchase of $6.42 or more. It cannot be applied to taxes, shipping charges, gift cards or to previous purchases. Coupon code HOLIDAY-642 may only be used once per customer, email or shipping address. Expires midnight EST on Sunday, Dec 15, 2013.

Q.  How do I order products on your website?

A.  We welcome you to browse our website for pet products that you may be interested in! When you click on a specific product you will be given more information about it, and you may even get to see it in a cool video. At that point, you can select the item by clicking on ‘Add To Cart’ or ‘Buy Now.’ This will take you to your ‘Shopping Cart’ where you can see all of the items you have selected. You can then click ‘Continue Shopping’ to go back to our product pages where you may select more products, or click ‘Proceed to Checkout’ if you are done browsing and are ready to make your purchase. Once you click ‘Proceed to Checkout’ you will be asked to supply your contact information, along with the shipping and billing information for your purchase. Once you enter this information and click ‘Complete Purchase’ we will process your order and ship it to you!

Q.  I can’t find a product on your website. What do I do?

A.  First try entering part of the product name on the homepage in the ‘Search for’ area and click ‘Go.’ If the item does not appear, try clicking on the dog/cat product links to the left and right of your screen to see if they appear in the appropriate section. If they still do not appear, you can feel free to contact us for that product’s availability. Some products may be removed from the website due to backorder or discontinuation.

Q.  I’m having trouble entering my shipping information. What should I do if it will not allow me to select my state of residence from the pull-down list?

A.  Trouble selecting your state? The problem is that our system did not have the chance to register the country that you selected before you tried to enter your state. Here’s what you need to do. Please go back to the “Country” field above. Un-select the country. Wait several seconds and then re-select your country. Wait several more seconds to give the field time to register your selection. Then, go back and select your state again. This should solve your problem. However, if you are still having problems entering your state, please contact our customer support team at 1-877-956-PETS (7387) during our regular business hours.

Q.  I’m a Canadian resident. When I try to enter my postal code I get an error. What should I do?

A.  . When entering a Canadian postal code, please make sure to format the number correctly. You should enter the first 3 digits, then a space, then the last three digits. So the postal code would look like this: 123 456.

Q.  How do I know if my order has gone through?

A.  After your order has been placed, you should see a confirmation page showing your order number that starts with “PPS”. You will then be emailed a confirmation that your order has been placed. Once your product ships, you will receive a second email with your shipment tracking number.

Q.  I received an email that says my Shopping Cart has been saved for me? What does that mean? What should I do?

A.  Our system may have noticed that you browsed some items on our website. When it does, occasionally it may send you an email to see if you want to complete an order or if you need help placing an order. This is not an order confirmation email; it’s simply a customer courtesy. If you receive this email, you may follow the instructions in the email or decline the offer. To decline the offer, simply disregard the email and no further action or contact from you is necessary - the items will be removed from the cart and no new or additional order will be placed. If you have already placed an order and still receive this email, you may also disregard it.

Q.  Can I order over the phone?

A.  Yes! Please call Customer Support toll free at 1-877-956-PETS (7387). during our business hours.

Q.  I need to cancel my order. What do I do?

A.  Because we pride ourselves in processing your orders quickly and efficiently, once your order has been placed, we cannot cancel it. Please review your order before submitting it. If you do not wish to keep an item you have ordered, please go to our RETURNS POLICY page for more information.

Q.  Can I make changes to my order?

A.  . Because we pride ourselves in processing your orders quickly and efficiently, once your order has been placed, we cannot modify it. If you have ordered the wrong product or quantity, please go to our RETURNS POLICY page for more information.

Q.  My product needs a refill. How can I order more?

A.  You’ll find refills and replacement parts for many of our products in our online store.

Q.  What happens if a product is on backorder?

A.  Typically, you can still order the product on our website even though it is backordered. Backorders typically take an additional 10 days to arrive, so you’ll receive the product, but it’s shipment to you will be delayed. If we do not have an estimated arrival date for the backordered product, it may not be available for purchase on our website until it has arrived.

Q.  Can I order product samples?

A.  At this time, we do not have product samples available.

SHIPPING

Q.  Do you ship internationally?

A.  We ship to the U.S. (including Hawaii, Alaska, Puerto Rico, the Virgin Islands & Marshall Island). Our only international shipping destination is Canada. At this time, we are unable to ship to any other international destinations.

Q.  What shipping carriers do you use?

A.  We currently offer USPS (United States Postal Service) and FedEx shipping options. Please be sure to select your preferred mail carrier at the checkout. If you do not select a shipping carrier, the cheapest shipping method will be chosen for you.

Q.  What are your shipping charges?

A.  Most of our shipping rates are calculated based on the shipping method you choose, the weight of your item(s) and the distance it needs to travel to reach you. If you would like to know your shipping charges before you place your order, you have 2 options:

1)  If you want a shipping estimate: Add all of the items you want to purchase to your cart. After that, enter the Shopping Cart page and you will see an area near the bottom of your items labeled ‘Shipping Estimator.’ In that section enter your zip code and click the ‘Estimate’ button. This will give you a rough estimate of shipping charges.

2)  If you want to know the exact shipping charge and shipping carrier options: Add all of the items you want to buy to the ‘Shopping Cart’ and begin the checkout process. Once you enter your shipping information (in Step 1 of the Checkout Process), your shipping charges will appear in Step 2 of the checkout process in an area labeled Shipping Method. In this section you can select your preferred shipping method and see their rates before any charges go on your credit card.

3) Canadian shipments:  Our international shipping prices reflect the base shipping charge only and do not include customs duties, taxes and country-specific fees. Canadian orders are also subject to duties, taxes and fees as determined by the Canadian government. The customer is responsible for all duties, taxes and fees. We do not collect any duties or taxes from you and do not know how much they will cost you. Our fees ONLY reflect the cost for us to ship your order to your country. If you refuse to pay your local duty or tax and the carrier bills us for the unpaid charges, we will re-charge you for the applicable amount. Failure to pay customs duties and taxes may also jeopardize or terminate your ability to place future orders with PetProductAdvisor.com. If you are unsure of the Canadian import policies, please check your government’s policy before ordering.

Q.  When can I expect my package to arrive?

A.  Orders are processed immediately and typically ship within 1 business day, but are usually done much faster unless the product is on backorder. Arrival times depend on which shipping option you choose:


US Shipping Options:
  • 1 USPS First Class Mail: Within 3 to 7 business days
  • 2 FedEx Smartpost: Within 2 to 8 business days
  • 3 FedEx Ground: Within 1 to 4 business days
  • 4 FedEx 2nd Day Air: Within 2 business days
  • 5 FedEx Next Day Air: Within 1 business days

Canadian Shipping Options (transit times do not include time in customs):
  • 1 USPS First Class International: Within 3-5 business days
  • 2 USPS Priority International: Within 6-10 business days
  • 3 USPS Express International Mail: Within 3-5 business days

Q.  Q. What is the order deadline for Next Day Air?

A.  For Next Day Air, orders must be placed before 2PM EST.

Q.  How can I track my package?

A.  Once your order has shipped, we will email you your tracking number.

  • •  If you have chosen a USPS shipping option, please visit http://www.usps.com, click on “Track & Confirm” and enter your tracking number.
  • •  If you have chosen a UPS “Ground” shipping option, please visit http://www.ups.com and enter your tracking number at the top left of the page.
  • •  If you have chosen a FedEx shipping option, please visit http://fedex.com/us//, enter your tracking number at the middle of the page and click “Track”.

Q.  Do you ship to P.O. Boxes?

A.  Certain P.O. Boxes may not be recognized by certain mail carriers. For this reason, we ask that customers use a physical shipping address whenever possible to ensure delivery. If your only mailing address is a P.O. Box (due to living in a remote area for example), than it is likely the carrier will recognize your P.O. Box and you will receive your item safely. We highly recommend shipping to a physical address and are not responsible for lost packages that have been shipped to a P.O. Box.

Q.  What if I have a U.S. shipping address, but an International billing address for my credit card?

A.  You can order from us! But we will need to take your order over the phone. Please call Customer Support toll free at 1-877-956-7387.

Q.  What if I have a U.S. shipping address, but a P.O. Box billing address?

A.  You can order from us! Simply enter your shipping address in the Shipping Information area of Step 1 in the checkout process. Then enter your P.O. Box billing address in Step 2 of the checkout process.

Q.  Can I place one order and send it to multiple addresses?

A.  At this time, each order can only be shipped to one address. If you’d like to ship products to multiple addresses, you will need to place a separate order for each address. If you have a billing address that is different from your shipping address, that’s OK. The item will be sent to your shipping address.

RETURNS/REFUNDS/EXCHANGES

Q.  What is your Returns Policy?

A.  We accept returns made within 90-days from the day you received the product. Returns sent to us after the 90-day period will not be accepted. If you need to return a product please go to our RETURNS POLICY page for more information.

Q.  What is your Return Policy on Personalized Products?

A.  Personalized products you receive that are free from defects and made as ordered and described on our website are NOT returnable. If the mistake is ours, of course we will replace the item to you at no charge.

Q.  What is your Refunds Policy?

A.  All products are backed with a 90-day money back guarantee. If you are dissatisfied with a product, you can return it to us for a refund; however, shipping charges are not refundable. Also, please be aware that our refund processing system does not allow us to issue refunds beyond 90 days. Products returned after 90 days cannot be refunded. If you would like a refund, please go to our RETURNS POLICY page for more information.

Q.  What is your Exchange/Replacement Policy?

A.  All exchanges/replacements require that the original product be shipped back to us. If we have sent you the wrong product or if your product came to you defective, we will be more than happy to send you a replacement and we will incur the shipping charges to send you that replacement item. If you have ordered the wrong product or do not like a product and do not wish to keep it, you can return it to us for an exchange within 90 days. In this case, you will be responsible for the return shipping charges. If you need an exchange/replacement, please go to our RETURNS POLICY page for more information.

Q.  My pet just destroyed his/her toy. What do I do?

A.  Many of our manufacturers guarantee their product and will send you a replacement, however you will have to contact us to determine what the manufacturer’s policy is on your specific product.

PAYMENT

Q.  What payment types do you accept?

A.  . We only accept payment by credit card and PayPal™. No Cash on Delivery (COD) or alternate payment methods are available. If you do not have a credit card, remember that any Debit Card or ATM card with the Visa or MasterCard logo is also valid.

Q.  What is the CVV you ask for on the checkout page?

A.  The CVV is a three-digit number printed in the signature space on the back of most credit cards, such as Visa, MasterCard, and Discover cards. On American Express Cards it is a four-digit code usually located on the front of the card. This code helps to authenticate credit card transactions made on the Internet.

Q.  How do I know that my information is secure?

A.  We have gone to great lengths to ensure that shopping online with PetProductAdvisor.com is completely safe. We use VeriSign SSL encryption which secures your private information. Information exchanged with any web address beginning with “https” is encrypted using SSL technology before it is sent over the Internet.

Q.  I have purchased from you before. Can you automatically use my previous credit card information that I used to place my previous order?

A.  For your safety, we do not keep your credit card information from previous purchases on file. If you have ordered from us before and would like to place another order, please do so on PetProductAdvisor.com or call Customer Support toll free during our regular business hours at 1-877-956-7387.

SALES & DISCOUNTS

Q.  How can I use a Coupon Code Online?

A.  To redeem special offers, customers must enter the coupon code on the Shopping Cart page and click Apply Coupon. After entering the coupon code, offer adjustments will be made to eligible orders at checkout. Offers may require purchase from a specific email offer, and do not apply to Gift Cards, eGift Cards, shipping or taxes. Offers are valid while supplies last, or while offer is in effect. Please see specific offer details for complete terms and conditions, including expiration date and other exceptions. All orders are subject to verification. Only one Coupon Code per order. Coupon codes and other special offers cannot be combined, only one offer per purchase order.

Q.  How can I get a discount coupon code?

A.  Coupon codes are periodically emailed to select customers. Please check your email for coupon offers. If you haven't received one yet, you'll likely have one coming soon.

Q.  The coupon code I entered is invalid. Why?

A.  As a first step, please ensure that you’ve entered the coupon code exactly as it’s shown in the offer (including any capitals letters and/or dashes). If you have entered it correctly, please check its expiration date. Our coupon codes are only active for a limited time. If the coupon code is not working, it may have already expired.

Q.  I just received a coupon code for a product I already purchased. Can I receive a price adjustment?

A.  No. Coupon specials are only available during their active period. Previous purchase charges cannot be adjusted in the event of a subsequent discount coupon offer.

Q.  A product I purchased just went on sale. Can I receive a price adjustment?

A.  No. Sales are only available during their active period. Previous purchase charges cannot be adjusted in the event of a subsequent sales promotion.

SENDING GIFTS & GIFT CARD Terms and Conditions

Q.  How do I send an item/gift to someone else?

A.  A. Add the items you want to purchase your loved one into the shopping cart. At Step 1 of the checkout, enter THEIR First Name, Last Name and THEIR address. If YOU want to receive their tracking information, enter YOUR email and phone number at Step 1. If you want THEM to receive the tracking information, enter THEIR email and phone number. At Step 2 towards the bottom of the page you should enter YOUR name and address into the billing information.

Q.  Can I include a note with my gift item?

A.  At this time, we are unable to include notes in gift orders.

Q.  Can I use a Coupon Code to purchase a Gift Card?

A.  No. Coupon Codes and other discounts are not applicable to Gift Card purchases.

Q.  If I purchase a Gift Card how will it be delivered?

A.  Your Gift Card will be delivered to the recipient by email.

Q.  How do I redeem my Gift Card?

A.  Select the item(s) you would like to purchase. Enter your Gift Card Claim Code at the checkout. Purchases are deducted from the Gift Card balance.

Q.  What if I spend less than the value of my Gift Card?

A.  Any unused balance will be placed in your Gift Card account when redeemed.

Q.  What if I spend more than the value of my Gift Card?

A.  If an order exceeds the amount of the Gift Card, the balance must be paid with a credit card or other available payment method.

Q.  Are there any limitations to what I can buy with my Gift Card?

A.  Gift Cards cannot be used to purchase other Gift Cards. Gift Cards cannot be reloaded, resold, transferred for value, redeemed for cash or applied to any other account, except to the extent required by law. Unused Gift Card balances may not be transferred.

Q.  Does my Gift Card have an expiration date?

A.  No, your Gift Card does not have an expiration date. You may use your Gift Card to make a purchase at any time.

Q.  Gift Cards Terms & Condition

1. Redemption.
Gift Cards must be redeemed on www.PetProductAdvisor.com toward the purchase of eligible products. Purchases are deducted from the Gift Card balance. Any unused balance will be maintained on the recipient’s Gift Card account until redeemed. If an order exceeds the amount of the Gift Card, the balance must be paid with a credit card or other available payment method. PetProductAdvisor.com may provide Gift Card purchasers with information about the redemption status of Gift Cards that they purchase.
2. Limitations.
• Gift Cards cannot be used to purchase other gift cards.
• Gift Cards cannot be reloaded, resold, transferred for value, redeemed for cash or applied to any other account, except to the extent required by law. Unused Gift Card balances may not be transferred.
• Coupon codes cannot be used to purchase gift cards.
3. Risk of Loss.
The risk of loss and title for Gift Cards pass to the purchaser upon our electronic transmission to the purchaser, recipient or delivery to the carrier, whichever is applicable. We are not responsible if a Gift Card is lost, stolen, destroyed or used without your permission.
4. Fraud.
PetProductAdvisor.com will have the right to bill alternative forms of payment if a fraudulently obtained Gift Card is redeemed and/or used to make purchases on www.PetProductAdvisor.com.
5. Limitation of Liability.
PETPRODUCTADVISOR.COM MAKES NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO GIFT CARDS, INCLUDING WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IN THE EVENT A GIFT CARD CODE IS NON-FUNCTIONAL, YOUR SOLE REMEDY, AND OUR SOLE LIABILITY, SHALL BE THE REPLACEMENT OF SUCH GIFT CARD. CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS.
6. Disputes.
Any dispute relating in any way to PetProductAdvisor.com.

CONTACTING US

Q.  How can I contact you?

A.  You can contact PetProductAdvisor.com via email or telephone:
Email: store@petproductadvisor.com
Telephone: 877-956-7387

Q.  What are your hours?

A.  Orders can be placed on our website at any time. Our Customer Support hours are Monday-Friday from 9 a.m. to 5:30 p.m. Eastern Standard Time (EST).

Q.  I'd like to have my pet product featured on PetProductAdvisor.com. What do I do?

A.  We thoroughly test all products before making them available to our customers. If you have a really great and unique product that we may be interested in, please send us a sample. We will give your product a try and if it passes our inspection, our product testing team will reach out to you. We cannot return product samples. If you need to have your product returned to you, we will be unable to test it. We currently have a 30-90 day waiting period for testing new products. Your patience is appreciated.

        • Mail samples of your product to:
          Intelligent Content Corp.
          602 E McNab Rd.
          Pompano Beach, FL 33060

Please make sure to enclose your contact information along with the product so your product testing team may follow up with you.



Q.  Can PetProductAdvisor.com answer any health/medical questions I have about my pet?

A.  No. Due to legal reasons, we cannot answer any pet health or medical questions.

Q.  Do you have an affiliate program?

A.  A. At this time, we do not have an affiliate program available.

Q.  Will you donate to my local animal shelter?

A.  At this time, we work exclusively with our own affiliated animal shelters and only donate to those shelters at this time.