Help at Pet Mountain

Ordering

• Acceptable Payment Methods
• Placing an order
• Canceling my order
• Sales tax
• Security

Returns

• 45-Day Money-Back Guarantee
• Credit
• Return Instructions
• Returning an Oversized Item

Shipping

• Shipping options
• Shipping outside the United States
• Shipping to a P.O. box
• Track packages
• Order Status
• Shipping Charges

Miscellaneous

• About Pet Mountain
• Contact information

Contact Us

• Via email

Ordering

Acceptable Payment Methods
We accept PayPal, Amazon Checkout, Visa, Master Card, Discover, and American Express credit cards for payment. We do not accept gift cards.

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. We only ship within the United States at this time.

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 1-888-373-8686 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.

Sales tax
PetMountain.com is required by law to charge appropriate sales tax for orders with ship to addresses within the state of California.

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.

Returns

45-Day Money-Back Guarantee
If you wish to return an item you have purchased online, you may return the item within 45 days for a refund of the product price, minus the shipping, handling, gift wrap or other charges. To ensure a refund: the product, original packaging, paperwork, parts and accessories must be in original condition!

Electrical Items: Any electrical item that has been plugged in and used cannot be returned due to "Buyers Remorse".

Customer will pay shipping charges incurred if your order is sent back to us due to failed delivery (1-3 Attempts are made by courier and returned to sender), because you entered an incorrect address, or if the package is refused/Return to Sender. On orders that qualified for FREE shipping, the incurred shipping cost there and back will be deducted from your refund.

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.

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.

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, email or call our Customer Service phone number 1-888-373-8686 immediately so a shipping claim can be filed and a replacement product can be re-shipped! Please hold onto the item/s, original shipping box and packing materials. You must call within 21 Days of delivery to file a claim and have a replacement re-shipped! Failure to report a damaged item due to shipping / transportation within 21 days from the delivery date will be ineligible for any replacements or refunds on product and / or shipping & handling!

Return 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!

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.

Shipping

Shipping options
We currently offer four shipping options within the United States. You may choose Saver, Ground, Express, or Overnight service for delivery. If you choose our Saver shipping most of our customers in the contiguous U.S. receive their orders within 8 business days. If you choose Ground shipping our customers in the contiguous U.S. receive their orders within 5 business days. Need it faster? Express will deliver your order within 2-3 business days after we have filled your order. Need it even faster? Overnight order are shipped for delivery the next business day! Overnight Orders are time sensitive - Please note that orders placed after 12:00 noon PST are not guaranteed for next day delivery due to carrier departing flight schedules.

If you wish to change your address after your order has been processed and shipped a $15.00 fee will be charged for the address change.

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.

Shipping to a P.O. Box or Military APO Addresses
PetMountain has partnered with FedEx and FedEx SmartPost to ensure on-time delivery and affordable shipping rates to our customers! FedEx SmartPost packages (All packages under 9 lbs) are delivered in the last leg of transit via United States Postal Service. For orders over 9 lbs, you must provide us with a valid residential or business address in order to accommodate your request.

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.
2. Find the FedEx tracking number in the e-mail we sent you confirming that your order has been shipped. Use that number at www.FedEx.com to check the status of your order online. It may take 24 hours before tracking information appears on the FedEx web site.

Order Status
You can look at past and pending orders. You must have an order in the history to use our Order Status tool. Click here to check your Order Status.

You will receive two e-mails after you have placed your order and 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 package is shipped.

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.

Miscellaneous

About 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!

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 or call us at 1-888-373-8686. We would love to hear from you!

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.