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F.A.Q

faq-petmoods.pngIs the product that I want to purchase NEW?

YES. All of the products that PETMOODS sells are brand new, fresh and in the original packaging with full warranties and guarantees if available. PETMOODS only sells Name Brands. PETMOODS will never sell generic, fake, counterfeit or old products that have been sitting on shelves at a discounted price or products with defects. PETMOODS ships directly from the manufacturer whenever possible.

Will I have a response to my weekend email?

PETMOODS is open 7 days a week, 24 hours a day. Replies to emails are usually replied to within an hour, but never more than 24 hours no matter where you are in the world.

Can I cancel my order?

Yes, you can cancel an order if it has not shipped from the warehouse and you will be promptly refunded. If the order has already shipped, you can return the product under the return policy. The return policies vary depending on the manufacturer or distributors terms on returns, there may be a restocking fee. 

What if I want more than one product from PETMOODS?

Select the product you want and "ADD TO CART" instead of "BUY IT NOW" so that you do not have to check out immediately. The combined shipping will be calculated off the cart contents so that you only have to check out once! For the best discounted shipping rate, contact PETMOODS before paying for the items to request the shipping costs. If PETMOODS finds that you paid too much for shipping, they will automatically refund you the difference back to your PayPal account and notify you of the refund.

What if the product is out of stock or discontinued?
PETMOODS does their best to make sure all of the products they sell are in stock and ready to ship. Occasionally, products may be out of stock or discontinued before they are notified by the manufacturer or distributor, or before they have the chance to update the listings availability, but this is extremely rare. PETMOODS will notify you immediately if this happens. You can let PETMOODS know at that time if you want to keep your order or cancel the order and receive an immediate refund.

What payment methods are accepted?
PETMOODS only accepts PayPal at this time where you can pay directly from your PayPal account or use your MasterCard, Visa or American Express or a PayPal eCheck. If you have any questions, please contact PETMOODS.

Do I pay sales tax?
Only in the state of Florida. PETMOODS charges 6.5% sales tax for all shipments to Florida. This is an average for all counties.

I sent payment. Did PETMOODS receive it?
You will receive an automatic email confirmation of payment received or that your payment cleared.

Why didn't my PayPal coupon work?
If you are trying to use an PayPal issued coupon, please contact them directly for help.

Do you offer gift wrapping or personal cards?
Sorry, not at this time for most products. If it is available, it will be posted on the listing.

How will I know when my item is shipped?
PETMOODS will notify you via email with your shipping details. The tracking and delivery confirmation numbers will be posted in your PayPal account so that you can track your order real time.

How will my item ship?
PETMOODS uses USPS (most of the time Priority mail) or FedEx or UPS. Your tracking information will show which carrier has been selected.

Does PETMOODS offer shipping insurance?
Most shipments are insured and all international shipments are insured. These fees have already been added to the shipping fees.

How much are Shipping & Handling fees?
The shipping and handling fees are posted clearly on each listing if available. Storenvy does not have calculated shipping available at this time, therefore, it is best to contact Petmoods for the exact shipping & handling rate before purchasing. Some items have free shipping, some have flat rates and others are calculated. Petmoods does not have any hidden fees. If there are handling fees added, they are part of the shipping fee.

When can I expect my order to arrive?
PETMOODS does their best to ensure that your order is shipped within 24 hours and no later than 3 business days depending on the distributor. On each listing, the estimated delivery date is posted. Some products have a longer handling time, especially dog beds or any items that are made to order, customized or personalized. These longer handling times are posted on the listing. Handling times are set by the manufacturer. PETMOODS places your order with the distributor or manufacturer immediately. Once you have your tracking, you will be able to know exactly when you will receive your order except for international orders.

Can I ship my order to an address other than my confirmed address?
Generally, PETMOODS only ships to confirmed addresses, but on occasion PETMOODS will make an exception and ship to an unregistered address if it is a gift for someone. Contact PETMOODS for details.

What countries does PETMOODS ship to?
Our listings usually show where the product is shipped from. There are some products that are restricted from being shipped outside the USA.

Why are the item locations different for some products?
In order to give you the most accurate shipping times, PETMOODS has the city and state of where your product is located. PETMOODS is located in Fort Lauderdale, Florida, yet the item location may show Kansas City, MO, because that is where the warehouse is located for that particular item.

What days does PETMOODS ship?
Monday thru Friday, except for holidays. All purchased items are normally shipped within 1 to 3 business days after receiving cleared payment.

Does PETMOODS ship to Canada or to International Customers?
NO. PETMOODS will not under-value merchandise or mark the item as a gift on customs forms as that is against USA and international laws.

Does PETMOODS combine shipping?
Whenever possible if the items are being shipped from the same distributor or manufacturer. Select the product you want and "ADD TO CART" instead of "BUY IT NOW" so that you do not have to check out immediately. The combined shipping will be calculated off the cart contents so that you only have to check out once! For the best discounted shipping rate, contact PETMOODS before paying for the items to request the shipping costs. If PETMOODS finds that you paid too much for shipping, they will automatically refund you the difference back to your PayPal account and notify you of the refund.

Why do some products state that I can't return it?
In most instances, returns are accepted, however, in the rare instances, there are certain products that the manufacturer does not accept returns unless the wrong item was shipped to you, or if there is a factory defect or damage during shipment. The main reason some manufacturers do not accept returns is because some items can not be resold once a pet has been in it for health reasons, such as some manufacturers of beds.

Do I need to contact PETMOODS before returning a product?
YES. All product returns require a Return Merchandise Authorization number (RMA #). You need to contact PETMOODS to receive your RMA # before returning an item. DO NOT return an item without prior authorization with PETMOODS giving you the full details in how to return an item. PETMOODS recommends that you fully insure any item(s) that you return. All returned merchandise must be unused and in the original brand new condition with the original packaging and all parts and accessories intact and included. Return shipping charges are paid by the Buyer and are not refundable.

Is there a restocking fee?
This varies depending on the manufacturer or distributor of the product. If they charge PETMOODS a restocking fee, this is passed on to the Buyer. PETMOODS does not profit from restocking fees. Restocking fees can be anywhere from 10% to 25%. Refer to the product page to see the specific terms.