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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 our 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.

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 orders are processed quickly to meet our shipping deadlines for on time delivery. If your order has already entered the shipping process, it cannot be changed or canceled.

Sales tax
PetMountain is required by law to charge sales tax on orders shipping within California. All orders shipping to an address outside of California will not pay sales tax

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

60-Day Money-Back Guarantee
If you wish to return an item you have purchased online, you may return the item within 60 days for a refund of the product price, minus the shipping 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.

Refund
You can expect a refund within 10 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. If you need assistance returning an item due to buyer's remorse we will be happy to provide a pre-paid shipping label that will be deducted from your refund. A pre-paid shipping label sent to your email will cost $15 per box and a FedEx driver sent to your location for pick up will cost $25 per box.

Return Instructions
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 10 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 Oversize Item
We cover the incurred shipping charges only if the item arrives at the designated shipping address defective or damaged. We do not cover shipping charges on oversize items that are returned due to "buyer remorse."
Please note: Shipping charges can be expensive for oversize items.
Follow these steps to return an Oversize Item:

  • The item(s) must be assembled 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 Options

48 Contiguous USA Shipping Options
We currently offer four shipping options within the 48 contiguous 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!

International, Hawaii & Alaska Shipping Options
If you need to ship internationally or to Hawaii or Alaska simply click the "International Checkout" button on our shopping cart page to complete your purchase. You have the option of Standard shipping that takes approximately 8-20 business days for delivery. Or you can choose Priority shipping that takes approximately 4-10 business days for delivery. Transit times are estimated and are not guaranteed. We are not responsible for delays by customs or weather delays.

Shipping to a P.O. Box or Military APO Addresses
FedEx cannot deliver to a PO Box, APO, FPO or DPO address. We recommend providing a physical home or business address when placing an order to avoid a delay in shipment.

Track Packages
A FedEx tracking number will be emailed to you if you are shipping within the 48 contiguous Unites States. An International Checkout tracking number will be emailed to you if you are shipping internationally or to Hawaii or Alaska. Please note that it may take up to 24 hours for package travel history to appear on the shippers online tracking tools. The day after shipment is considered the 1st day in transit. Please note, Saturday and Sunday are not considered business days in transit.

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 48 Contiguous USA 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 Warranty
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.