FAQ's

ORDERING How do I order products on your website? How do I know if my order has gone through? 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?
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? Do you ship to P.O. Boxes? Do you offer free shipping? 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 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 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?
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?

ORDERING

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.  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.  Can I order over the phone?

A.  Yes! Please call Customer Support at 561-237-2940 during our business hours.

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

A.  Please call Customer Support at 561-237-2940 during our hours of operation or send us an email at store@petproductadvisor.com. We will do our very best to cancel your order before it ships; however, we cannot guarantee that it will be caught in time. Please review your order before purchasing.

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.  Product refills can be found on our website under the "Parts & Refills" tab. Some of the products you'll find in this section include: Undercover Mouse Replacement Wands, Rapid Bath Shampoos, Cain & Able Toothpaste, Drinkwell Filters and more.

Q.  What happens if a product is on backorder?

A.  You can still order the product! Backorders typically take an additional 10 days to arrive, so you'll receive the product, but it's shipment to you will be delayed.

SHIPPING

Q.  Do you ship internationally?

A.  We currently do not ship internationally. We can only ship to the U.S. at this time (including Hawaii, Alaska and Puerto Rico).

Q.  What shipping carriers do you use?

A.  We currently offer UPS & USPS. Please be sure to select your preferred mail carrier at the checkout.

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. In order to know your shipping charge, you will need to add the items you want to buy to the "Shopping Cart" and begin the checkout process. Once you enter your shipping address (in Step 1 of the Checkout Process), your shipping charges will appear in Step 2 of the checkout process on the top right-hand side of the page in an area called "Order Summary." In this section you can select your preferred shipping method and see their rates before any charges go on your credit card.

Q.  When can I expect my package to arrive?

A.  Orders are processed and shipped 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:

• First Class (only available for select items): Within 3-7 business days
• UPS Ground & USPS Priority: Within 3-5 business days.
• UPS Three-Day Select: By the end of the 3rd business day
• UPS 2nd Day Air: By the end of the 2nd business day
• UPS Next Day Air: By the next business day

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/shipping/trackandconfirm.htm?from=home_header&page=trackandconfirm and enter your tracking number. If you have chosen a UPS shipping option, please visit http://www.ups.com/WebTracking/track?loc=en_US&WT.svl=PriNav and enter your tracking number.

Q.  Do you ship to P.O. Boxes?

A.  No. We are unable to ship to P.O. Boxes at this time

Q.  Do you offer free shipping?

A.  No. We currently DO NOT offer free shipping on individual products. WE DO waive shipping fees for some of our products, IF THEY ARE PURCHASED WITH ANOTHER PRODUCT. For example, if you buy Rapid Bath Shampoos ALONG WITH the Rapid Bath System, you will not incur ADDITIONAL shipping charges for the shampoos. You will only be charged shipping for the Rapid Bath System. If you buy the shampoos alone, you will be charged a shipping fee. When the shipping fee on an additional item can be waived, you will be notified on the website. If you do not receive this notification on the website, then shipping charges will be applied to these items.

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 at 561-237-2940.

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 the separate addresses for your shipping and billing when prompted at the checkout.

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 30-days from the day you received the product. Returns sent to us after the 30-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 Refunds Policy?

A.  All products are backed with a 30-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 30 days. Products returned after 30 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 30 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.  Please feel free to return the toy to us. We will be more than happy to issue you a refund or replacement if it is returned within 30 days; however, shipping charges cannot be refunded. If you need to return a destroyed toy, please go to our RETURNS POLICY page for more information.

PAYMENT

Q.  What payment types do you accept?

A.  We accept payment by credit card only. 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 during our business hours at 561-237-2940.

SALES & DISCOUNTS

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 correctly. 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.

CONTACTING US

Q.  How can I contact you?

A.  You can contact PetProductAdvisor.com via email, telephone and mail. Please see our CONTACT US page for more information.

Q.  What are your hours?

A.  Orders can be placed on our website at any time. Our Customer Support hours are Monday-Friday 9am-5:30pm Eastern Standard Time.

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. 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.
• 20283 State Road 7, Suite 400
• Boca Raton, FL 33498

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.