Frequently Asked Questions
Select from one of these Frequently Asked Questions:
How can I contact you?
You can contact us by mail, phone or
fill out our contact form by clicking
here
Mail
ThePetCentercom
189 Main Street
Harleysville, PA 19438
Phone
1-877-PETS-550 Monday-Friday 8:30am – 7pm ET.
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When are you open to take my order?
We don’t want your pets to run out of food and treats, so our store, www.ThePetCenter.com, is always open 24 hours a day, 7 days a week, 365 days a year.
We don’t have a “regular store” you can drive to, but we do have a BIG warehouse with everything you might need and a team ready, willing and able to pack what you need in a box and get it delivered to your front door.
If you prefer to place your order over the phone, give us a call toll-free at 1-877-PETS-550, Monday-Friday 8:30am – 7pm ET.
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When can I reach Customer Service?
Customer Service Team Hours: Unlike our website, our team members who take care of all your ordering or customer service needs require their own sleep and quality time with their pets. Thus, our phones are open to take your call Monday-Friday 8:30am to 7pm ET.
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Are we ever Closed?
PetFoodDirect, Inc. will be closed for regular business operating hours on the following dates in 2010:
Friday, January 1st New Years Day
Monday, May 24 Memorial Day
Monday, July 5th Independence Day (observed)
Monday, September 6th Labor Day
Thursday, November 25th Thanksgiving Day
Friday, November 26th Day after Thanksgiving
Friday, December 24th Christmas Day (observed)
Friday, December 31st New Years (observed)
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Is the ThePetCenter.com Site Secure?
YES. At ThePetCenter.com, we want to give our customers a worry-free ordering experience. That's why this site uses Secure Server Technology (SSL 3.0) which encrypts all of your personal information so that no one can obtain it as it travels through our shopping cart network. Your credit card number, e-mail address, and phone number are all protected!
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How do you figure out the shipping cost?
Unlike many sites, we charge you as our shipping partners (United Parcel Service and United States Postal Service) charge us which is based on total weight and distance.
When you compare our shipping costs to the cost of your time ($25/hr, $50/hr), energy, gas, and physical effort carrying your pet’s food and supplies to your car and then into your house…..it is quite a deal. We promise that when our rates go down, so will yours.
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Is there a cost to change or cancel my order if a I made a mistake?
If within 2 hours:
NO, if you take care of it within 2 hours of placing your order.We have all been in that situation where the confirmation email arrives and you realize you ordered 100 of something and you only wanted 10. So…we made it easy to fix it at no cost to you. We hold your order for 2 hours after you place it before we give it to our warehouse to start picking, packing and sending it on its way to you. To make a change or cancellation within those 2 hours, you simply go online to the “my account” section and make any changes you need or if you prefer you can call our customer service team at 877-738-3663 between 8:30am -7pm EST and they will be happy to handle it for you.
If beyond 2 hours:
If you need to make a change beyond that 2 hour window, call our customer service team at 1-877-738-3663 between 8:30am -7pm ET and they will work with you to figure out the best solution. Given that the order will have already been transmitted to our warehouse to be picked, packed and sent on its way to you, there will likely be some minimal cost.
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How long does it take for me to get my order?
Typically, your order will take between 1-3 business days to be processed and carefully packaged in our warehouse before it is handed to our shipping partners (UPS or USPS). Once that happens it typically takes 1-3 days in transit from our Harleysville, PA warehouse location to where you are located. Locations on the east coast which are closer to our warehouse will likely be 1-2 days those locations on the west coast typically take 3 days, but can be as much as 5. If you want it quicker we offer both overnight and 2nd day shipping.
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Can I track the status of my order?
Yes. There are three different ways to track your order:
- Simply click on “My Account” at the top of the page and go to the ‘Track My Order’ section where you fill find all the information you need.
- Open your ‘Shipping Confirmation’ email, the 2nd one you will receive after your order confirmation email, and click on the tracking number located within that email to find out the location of your order.
- Call UPS at 1-800-742-5877 once you have located your tracking number either in the “My Account” section of the website or in your “Shipping Confirmation Email”
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How will my package arrive?
Your important pet supplies will arrive conveniently to your front door carefully packed by our team in cardboard boxes and wrapped in bubble wrap or filler to make sure everything arrives as it should. If there are ever any issues with your order, be sure to contact our customer service team at 1-877-738-3663 between 8:30am -7pm EST and we will make sure that you are 100% satisfied.
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Who will be delivering my order?
Once our team here in Harleysville, Pennsylvania carefully packs your order in our warehouse, we hand it off to UPS (United Parcel Service – the brown truck crew) to bring it conveniently to your door. There are some exceptions like shipping to P.O. Boxes or some overnight deliveries where we may utilize other carriers.
Once we give your package to the shipping company, we will send you a ‘Shipping Confirmation Email’ to the email provided on your order with a convenient tracking number and a link to track its progress to your door at www.UPS.com.
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Do you require a signature?
For your convenience, our delivery partners (UPS & USPS) will deliver your package to your door without requiring a signature so you don’t have to be there. There are times where UPS designates locations as requiring a signature. In those rare instances, a note will be left on your door requesting permission to leave your package the next day.
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You can actually sell and ship FROZEN & RAW products? Tell me how…
For those lucky pets that get those really yummy raw products that need to remain refrigerated or frozen before being consumed, ThePetCenter.com does sell and can ship it safely to your home. It is slightly more complicated as we want to make sure it all remains fresh. So…in order to get frozen or raw products safely sent from our freezers and refrigerators to yours:
- We require all orders to be shipped 2nd day UPS
- Items are packed in dry ice to ensure they stay cold
- Regardless of when you order, we only ship Frozen and Raw products Monday, Tuesday & Wednesday (that way they don’t spend time in a hot transit truck over a weekend)
- We ask that you send it to a location where someone will be able to receive it.
Also we cannot accept returns of Frozen or Raw products, nor can we ship frozen and raw products to Alaska and Hawaii. We only guarantee the food will stay cold for 2 days from shipment, so if no one is there to put it in your refrigerator once it is received we cannot be responsible for its quality.
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Can you ship it to me if I live in Alaska, Hawaii, or APO/FPO?
YES. We are happy to ship products to Alaska, Hawaii, and APO/FPO locations. All orders to those locations are shipped via the United States Postal Service (USPS).
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Do you ship to a PO BOX?
YES. We are happy to ship all products to Alaska, Hawaii, and APO/FPO locations (except raw and frozen orders). Orders to those locations are shipped via the United States Postal Service (USPS).
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Do you ship to Canada?
Yes, but you must place your order over the phone. Call us toll-free at 1-877-PET-FOOD (1-877-738-3663)
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Why is getting my pet food, treats, supplies and medicine at www.ThePetCenter.com the best choice?
Besides the fact that you are buying from a really awesome group of people who love their jobs and their pets, you should get all of your pet supplies from us because:
- we offer the widest selection of items to buy on the internet at competitive prices
- the convenience of having it brought straight to your door is pretty cool
- you don’t have to take the additional time nor make that “extra” stop to get what you need…think of the extra time you get to play with your pet
- the selection of flavors is second to none. You like variety in what you eat every day, so does your pet! And, while others might have some of the flavors we have ALL of the flavors of your favorite brands
- no more need to carry those heavy cans or bags of food out to your car and then from your car into your house or apartment
- who doesn’t love shopping in their pajamas
- did we mention we are great people who love what we do and love our pets, too :-)
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Is The Pet Center a licensed pharmacy and do you fill
prescriptions in all states?
Pet Food Direct is a fully licensed pharmacy in 42 states and will soon be
licensed in every state. We currently are not licensed in AZ, LA,
ME, NC, NE, OR, TN, VA. The pharmacy is based in
Louisville, Kentucky and is staffed by fully licensed pharmacists with a
combined 40+ years of pharmaceutical experience in a clean, safe & secure
pharmacy facility that is routinely inspected by the regulators of the state
of Kentucky. Our team and facility follow and abide by all legal,
association and safety requirements to ensure that your pet gets the right
medicine as prescribed by your veterinarian.
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What if I have a prescription from my veterinarian for my pets food or medicine?
Simply put your medicine or special needs food in your shopping cart then check out like normal. During your checkout process, we will ask you for some key information to check your prescription which will happen like this:
- You will be asked to fill out:
- your veterinarian’s name, phone number, and fax number
- the number of refills
- your pet’s information including type, age, and any special information
- finish checking out & enter your payment information
- We will confirm the necessary information with your veterinarian
- Your order will be processed and put in the mail
- In a few days your prescription items arrive at your door
Reordering = simply click on the “quick reorder” at the top of the website and we will immediately send you your prescription items as long as refills remain.
It’s the simple, easy and most convenient way to get your prescription food and medication for your pet!
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Do you work with my veterinarian for special needs food and medicine?
Absolutely! Your vet knows your pet and we simply help you get what they recommend or prescribe in a most convenient and easiest way through our store online. We always recommend that you consult with your veterinarian on any concerns you have about your pet’s health.
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What happens with back orders and out of stock items?
We try VERY hard to make sure we are on top of all 15,000 items for sale on our websiteso we never run out what you and your pet need. Despite our best efforts, we sometimes run out and for that we apologize for any inconvenience. If for some reason one of the products you purchase is back-ordered or out of stock, we will ship the balance of your order and send you that item as soon as we can at no additional cost.
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What is your Return Policy?
We work very hard and try everything we can to make sure you are 100% satisfied with your shopping experience at ThePetCenter.com. If for some reason we have let you down or things didn't go as planned, we have a hassle-free 30-day return policy and a dedicated team of folks to make it right.
To make a return, take the following steps:
1. Call us toll free at 1-877-738-3663, Monday-Friday 8:30am to 7pm ET
2. Request to return a product and we will give you an RMA Number
3. Write the RMA Number clearly on the OUTSIDE of the return box
4. Place the PACKING SLIP inside the box
5. Ship the box back to us
This will help assure the speedy processing of your return.
**Please note that due to Federal regulations, we cannot accept returns on
prescription medication.**
Please note that when returning an order for a refund, you will be responsible for the return postage unless an error occurred on our part. Once we have received the shipment, we will issue a refund to your method of payment.
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ThePetCenter.com 100% Guarantee
We want you and your pets to be HAPPY. So… we offer you our 100% Guarantee!! If for some reason our hard efforts to make sure everything about your shopping experience did not go as you expected it to, call our team within 30 days of your purchase toll free at 1-877-738-3663 Monday-Friday from 8:30am to 7pm EST and we will do everything we can to make it right.
100% Guarantee = peace of mind to make your purchases at ThePetCenter.com
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How do I redeem a ThePetCenter.com Gift Certificate?
- Shop as usual on the website by putting the items you want into your shopping cart
- When you Check Out, simply check the Gift Certificate box and enter the Verification Code from your e-mail or mailed Gift Certificate.
- If you are buying more than the value of your Gift Certificate, you can pay the balance with your credit card.
- Any unused Gift Certificate balance will be placed in your Gift Certificate account for later use. Expiration date still applies.
- All ThePetCenter.com transactions are 100% secure.
- Complete your order and you're done!
- Then just sit back, relax, and let us deliver your order right to your door!
What are cookies?
Cookies are short pieces of data that are sent and saved to your computer when you visit a website. On later visits, this data can be accessed by the web site.
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Why do I need to enable cookies in my web browser in order to shop at ThePetCenter.com?
Cookies allow us to improve your shopping experience through personalization, management of your shopping cart, and ensuring that any coupons or promotions you use are properly credited. We also use cookies and other tools for fraud prevention to ensure you have a safe and secure shopping experience.
If your web browser is set to refuse cookies from our web site, you will not be able to complete a purchase or take advantage of certain features of our website, such as storing items in your Shopping Cart or applying coupons and special promotions. As a result, we strongly encourage you to configure your web browser to accept cookies from ThePetCenter.com.
To learn more about the information we collect from you and how we use it, please read our Privacy Notice.
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Is enabling cookies safe?
Yes. Cookies are just small pieces of data that are unable to perform any function by themselves on your computer.
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How do I enable cookies so I can shop the site?
The Help portion on the toolbar on most browsers will will contain a section that will tell you how to set your browser to accept cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies.
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I have cookies enabled, and I'm still having problems shopping, what can I do?
If you have enabled cookies in your browser and are still having trouble using the site, adding items to your cart or completing a purchase, try signing in first through the "My Account" link in the upper right hand corner of every page on the web site. In most cases, signing in first should solve the problem. If this doesn't fix the problem, just give us a call at 877-PET-FOOD for assistance with completing your purchase.
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Important Gift Certificate Information:
- All Gift Certificates must be redeemed on the ThePetCenter.com Web site, not through affiliates.
- Gift Certificates are not redeemable for cash.
- If balance of recipient's total order exceeds the amount of Gift Certificate, recipient must pay the remaining balance with a credit card.
- Any unused balance will be placed in the recipient's Gift Certificate account.
- Questions? Call us toll free at 1-877-738-3663.
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General Legal Notice:
Food Products - Opened or partially used food products are not returnable unless a problem exists with the quality of the product. Since we do not specifically formulate for taste, smell, consistency, color or other factors unrelated to healthful nutrition, these factors would not be considered just cause for return of opened or partially used products.
Risks - The buyer assumes all risks associated with the use of these goods, whether used alone or in combination with other products. It is expressly understood that we are not responsible and will not be held liable for damages and/or injury caused by the use of any of these products, and that our liability ceases with prudent manufacture and delivery of these products.
Changes - Because of our continuing product improvement program, we reserve the right to change, at any time without notice, the specifications, design and prices, and also discontinue products without incurring obligations.
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