How can we help?
We're available Monday-Friday, 8 AM - 5 PM (PT)
Email Us[email protected]
How do I access my account?
We recently upgraded our website to better serve you. As a result, all customer accounts created before 9/18/18 will need to re-register. We welcome you to create a new customer account for fast checkout and easy reordering. Customer accounts are optional and are not required to shop with us. You can always check out as a guest at checkout. If you continue to have problems accessing your account please Contact Us and explain the problem in detail so we can further assist you.
How do I place an order?
PetMountain.com accepts orders online 24 hours a day, every day of the week. First, browse through our selection of exciting items 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. You can also place an order by phone by calling 1-888-373-8686
What forms of payment do you accept?
PetMountain currently accepts Visa, MasterCard, Discover, American Express and PayPal for all orders. Any pre-paid gift card with a Visa, MasterCard, American Express, or Discover logo/insignia on it will be processed like an actual credit/debit card and only one credit card can be used per order.
Can I adjust or cancel 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 contact us at 1-888-373-8686 or email [email protected] for assistance. Please note that most orders process quickly and can enter the shipping process within minutes. If your order has shipped and has a tracking number, it cannot be changed or canceled.
Can I view my order history?
You can look at past and pending orders. You must be a customer with an order confirmation order number to use Order Status. Click here to check your Order Status. Also, you will receive an order confirmation email and a shipment confirmation e-mail after you have placed your order:
- Order Confirmation Email - Confirms your order has been received and includes your order number. This e-mail should arrive within approximately 5 minutes.
- Shipment Confirmation Email - Confirms your order has shipped and your tracking number will be included. This e-mail should arrive within 1 business day after your package is shipped. Please note: You may receive multiple shipment confirmation emails for larger orders that ship in multiple boxes.
Do you charge sales tax?
We do not charge sales tax on items shipping within the United States, excluding California. If you ship to an address in California the amount of tax charged will be displayed at checkout after you enter your shipping address.
Is it safe to shop with you?
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.
How much is shipping?
Orders over $49 ship free, even the BIG stuff! Orders under $49 ship for a flat rate of $6.95. Faster shipping methods are available for an added fee displayed at checkout.
Who will be delivering my order?
We ship via FedEx to provide you with the most reliable service available. Our Saver shipping method utilizes FedEx SmartPost where the U.S. Postal Service is utilized for final delivery. If your shipping address does not accept deliveries from the U.S. Postal Service we recommend selecting Ground or Air to ensure FedEx delivery.
Where can you ship to?
We ship within the contiguous 48 United States. Shipping is not available to Hawaii, Alaska, U.S. Territories, or Military APO/FPO addresses.
Do you ship internationally?
We do not offer any shipping options to countries other than the contiguous 48 United States. We recommend using a freight forwarding company within the contiguous USA as your shipping address so they can complete the final delivery for an additional fee.
Can you ship to a PO Box?
FedEx cannot deliver to a PO Box. Please provide us with a valid residential or business address for delivery.
How can I track my package?
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's website.
If your order appears late, remember:
- Orders placed after 9 AM (ET) Monday-Friday are shipped the following business day.
- FedEx delivers on business days Monday-Friday, excluding weekends and holidays.
- FedEx counts the business day after shipment as the first day in transit.
When will I get my order?
We offer 3 shipping speeds at checkout to meet your delivery needs. You can select Saver (6-9 Business Days), Ground (3-5 Business Days), or Air (1-2 Business Day) at checkout.
Do I need to sign for delivery?
We don't require a signature for delivery. Ultimately the delivery driver may opt for a signature to ensure safe delivery.
What happens if my package is lost or damaged?
Please contact us at 888-373-8686 within 2 weeks of delivery so we can file a FedEx claim for the damage or loss. If FedEx deems the claim a total loss then we can send a replacement. If your package shows delivered please check the perimeter of the location and ask anyone you share the location with including neighbors if they have your package. If you have a doorman or leasing office at your complex we recommend asking them if they have your package prior to contacting us.
What is your return policy?
Our policy is simple. If you are not 100% satisfied with your pet supplies, you can return any product within 30 days from the date of purchase. Items must be unused in the original condition including manufacturer packaging for a refund. Please note: Original shipping charges are non-refundable. If we made a mistake or the item arrived defective, please do not attempt to return the items. Please contact us at 1-888-373-8686 and we'll make things right.
What is your exchange policy?
Every purchase requires an invoice with the date of purchase for manufacturer warranty purposes. Please return the unused product within 30 days of purchase for a refund of the product price. Then place a new order for the item you wish to purchase. If you have a color or style request, please call 1-888-373-8686 or email [email protected] so we can check our inventory prior to placing your order.
How long does it take for a refund?
You can expect a refund within 1 week of receiving your return. A refund confirmation email will be sent detailing your refund after your return has been processed by returns department.
Do you offer store credit?
We do not offer store credit on returned items. A refund will be processed back to the original payment method at the time of purchase.
What are your return instructions?
You have 30 days from the date of purchase to return any unused item. 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 the return shipment for proper protection.
Please contact us immediately if you feel you have received a product that has a manufacturer defect or we made a mistake and sent you a different product than what you ordered (wrong item, size, model, etc). Under these circumstances do not ship us these products. We will arrange for proper shipping or replacement. We do not issue refunds for shipping charges if you send an item back on your own. * Please note: If there is extensive damage to an item upon delivery, please call 1-888-373-8686 so we can remedy the situation for you.
What is the manufacturer warranty?
Many of the items that are sold on PetMountain.com come with a manufacturer's warranty. For additional information on the manufacturer's warranty for a specific product, please contact the manufacturer directly for assistance.
Can I apply more than one coupon on my order?
Only one coupon code may be used per order. Save the other for a rainy day or give to a friend before it expires.