FREE SHIPPING on orders $49 or more

FAQ Page


    • 1. How can I reach Customer Service?

      We’re here to help you with any questions you may have. You’ll find easy ways to reach us at CONTACT US 

      Call us at 1.914.908.4200 , Monday to Friday 9:00am - 6:00pm EST

      Customer Service Email: [email protected]

    Account Help

    • 1. What do I do if I forgot my password?

      If you forgot your password, click on the Sign in / Register icon at the top of the page as if you were going to log into your account. Under the Registered Customers login, there is a highlight that says “Forgot Your Password?"  Click onto this highlight, enter your email address and click "submit."  A link will be sent to your email address to reset your password.

    • 2. Can I change or update my account information?

      Sure! Just click on Sign in / Register at the top of the page or My Account at the bottom of the page and log into your account to access your account information. Here you can change or update your contact information, address book, password and newsletter subscription.


    • 1. What is the status of my order?

      Simply log into your account by clicking on Sign in / Register at the top of the page or My Account at the bottom of the page.  Under your Account Dashboard you will see a list of your Order History.  Click on View Order for a particular order and you will find the status of your order as well as the order details including the shipping status and the corresponding order tracking number.  You may also contact our pet friendly Customer Service Team at CONTACT US who will be glad to help you with your order questions.

    • 2. When will my order be charged?

      Items in your order will be charged once your order is placed.

    • 3. Can I cancel or change my order?

      Unfortunately once your order is placed an invoice is created when payment is approved.  Your order is then sent to our processing facility to be packed and shipped and cannot be cancelled or changed.  The best way to cancel or change an order is to call our Customer Service Team at 1.914.908.4200 as soon as possible.

    Shipping & Delivery

    • 1. How much does shipping cost?

      We offer a flat-rate shipping fee of $9.99 for all orders below $49 (unless a shipping promotion states otherwise).  See our SHIPPING INFO for details.

    • 2. What is the delivery time frame?

      Depending on your location, orders should arrive at your doorstep in 2-5 business days. See our SHIPPING INFO for details.

    • 3. Who will deliver my order?

      We enlist the services of UPS (United Parcel Service) to ensure dependable delivery of your order.  We may also ship smaller items via USPS (U.S. Postal Service) Priority Mail.

    • 4. Where do you ship?

      Currently we ship only to the 48 contiguous states.
      We do not ship to P.O. Boxes, APO/FPO, Alaska (AK), Hawaii (HI), Puerto Rico (PR) or to international addresses

    • 5. Is a signature required for package delivery?

      No, a signature is not required for delivery. Because we do not require a signature you do not need to be at home for delivery.  The driver will leave your package at your front door or with the front desk.

      Residents of NYC (Manhattan, Brooklyn, Queens, and the Bronx) and Lower Westchester who do not have a doorman or place to leave their package securely, please contact us after placing your order.  We will arrange with you a convenient day & time to have your package delivered when someone is home.

      Contact our Customer Service Team at 1.914.908.4200 Monday to Friday 9:00am - 6:00pm EST or email us at [email protected]

    Payment Options

    • 1. What types of payment do you accept?

      We accept all major credit cards: Visa, MasterCard, American Express and Discover.
      We also accept payment through Paypal.

    Sales Tax

    • 1. Is sales tax applied to my order?

      Currently we are required to collect sales tax only in New York.


    • 1. Can I return an item?

      If you are unhappy with an item you may send it back to us for a full refund. See our RETURN POLICY for details.

    Damaged Item

    • 1. What if my order is damaged?

      If an item has been damaged from shipment, please contact our Customer Service Team immediately at 1.914.908.4200 or email us at [email protected] so that we may address the situation and make things right for you.

      If the damage was the result of the shipping provider, please retain the damaged package(s) and its contents as it was originally shipped to you.  This is so that the damaged package(s) can be inspected by the shipping provider's investigator or inspector (UPS Inspector or US Postal Service Investigator).

      In addition please take plenty of detailed photos of the damaged package (gashes, holes, crushed box, bottom of box, top of box. side of box etc) and damaged products (photos of the brand, product description, damage of product) so that this may be submitted to the shipping provider for the processing of claims.




    Product Search

    • 1. What is the Best Way to Search for A Product?

      To find a particular product that you want:

      (1) Type in your search term(s) in the Search box (ex: grain free dog food, salmon, small breed etc...) and click on the magnifying glass or press enter.  The page will populate with the Search results.

      (2) To narrow down the search results, use the Sort By drop down filter.  You can sort by Brand "Name"  or "Price". 

      (3) You may also use the filters on the left to narrow down the search results.

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