At Pet Pro Supply Co., we pride ourselves in fast shipping and excellent communication. We guarantee 100% satisfaction and strive to ship all products as soon as we can. Please take some time to review our shipping procedures to know exactly what to expect when placing in order with us.
As soon as you place your order you will receive an order confirmation e-mail and we will immediately notify the appropriate warehouse. When our notice is received, our warehouse begins carefully packaging your item(s) to ensure safety during transit.
While we almost always have the most up-to-date inventory information, there are rare occasions in which an item may be on unavailable or on back-order. If the item is unavailable, we'll let you know and give you the option of receiving a refund void the pre-authorization and notify you via e-mail. If the item is on back-order, we will contact you directly and provide you with an updated shipment date. From there you may either choose to cancel the order, or continue with the updated shipment date. Certain made to order items may have a lead time. If this is the case, the lead time will be specified on the product page.
If you would like to confirm the availability or potential lead time of an item prior to purchase, please email us at email@example.com.
Shipping Confirmation and Time
We ship from warehouses all across the country, depending on the item(s) ordered and your location. Unless specifically noted, most items are shipped within 1 business day of your purchase, though some items may take longer to process (from three to five business days). Depending on your order, item(s) will ship either by freight or a regular parcel carrier such as USPS, Fed Ex, or UPS.
As soon as the order is shipped, we will send you an email with tracking information and your payment will be processed. We've partnered with the best delivery carriers in the country to transport your order quickly and safely.This occurs within one to five business days from when your order is placed.
You should receive your order within one to 10 business days. For freight truck shipments, delivery generally takes three to six days from when your order ships. You will be contacted to make an appointment when your orders arrive at your local terminal. If you encounter any issues while your order is in transit, please do not hesitate to follow-up with us at firstname.lastname@example.org.
FREIGHT SHIPPING INFORMATION
There is often confusion about how freight works and how lift gate deliveries work. Freight is used when shipments are 120 lb+ or for oversized equipment. Our standard Free Shipping option for freight deliveries is curbside, which is to a delivery to a Commercial Address and does not include a liftgate. If your order is to be shipped freight, you will have the option to specify whether the item will be delivered to a Residential or Commercial address. If there is no option for Residential or Commercial delivery, then the cost of this is included in the price.
We also recommend adding the optional Liftgate for all Residential deliveries, and any commercial locations without a loading dock.
- Freight Delivery Location - This option specifies whether the delivery location is a Residential or Commercial address.
- Residential - The fact that a business is being operated from a location does not qualify it as a commercial address. Any business being operated from a home, apartment, or other dwelling where people live on the premises is considered to be a residential address. In most cases, our freight carrier will contact you to make an appointment before delivery is attempted to a residential address.
- Commercial - These addresses are those defined by our freight carriers and/or zoned by local municipalities as commercial sites. Typically these addresses are zoned as commercial real estate. Most commercial sites have tractor-trailer access and a loading dock.
Freight Liftgate - A lift gate is just a hydraulic lift that is attached to the back of a truck that can lower freight to ground level.
Freight carriers prevent their drivers from assisting with the unloading of heavy equipment other than using a liftgate to ground level. We highly recommend any delivery address without a loading dock, select this option. However, please know that for certain very long items, such as Kennels over 6' in length, a Liftgate will not be able to bring the entire order down to ground level. Please have the necessary manpower available to receive your items with limited delay to the driver.
At this time, we only ships within the 48 contiguous United States.
If, at the time of delivery, you notice clear damage to the package in the form of holes or rips, write "Product Damaged" on the form you're asked to sign. This is to ensure you're protected if there is any damage to the product. Pet Pro Supply Co. advises customers to still accept these deliveries, except in cases of extreme visible damage. In this instance, refuse the package and notify us immediately so we can send you a new order.
If you decide to cancel your order order before it ships, please email us immediately at email@example.com and we will cancel you order with no charge to you.