Shipping - questions and issues

WE OFFER THE FASTEST SHIPPING!

Shipping information:

  • Most orders arrive in less than 2 business days; however, transit times are general guidelines. There may be some exceptions due to weather, customer location, etc.
  • We use FedEx and the US Postal Service to ship our products
  • We need your physical/street address to ship your orders. FedEx does not deliver to post office boxes.
  • All orders over $40 SHIP FREE.
  • Orders under $40 ship at $4.95 flat rate—a great deal!
  • Most orders are shipped from our warehouses the same day.
    • If your order is received before 3pm Pacific Time or 3pm Eastern Time, it will most likely be handed off to FedEx and shipped out that same day.
    • If your order is received after 3pm Pacific time or 3pm Eastern Time, it will most likely go out the following business day
  • Orders placed on Saturday or Sunday will not be processed and shipped until Monday.
  • We ship from two different warehouses, in Kentucky and Washington, to give you the fastest service and the freshest products.

How do I track my order?

You have 2 options:

  1. When your order ships, we email you a tracking number. You can click on that number and it will take you to the FedEx or USPS tracking websites.
  2. Log into your account and you should be able to see your order status.
  • Unfulfilled means you have placed your order and payment has been received, but the warehouse has not packed and shipped your order.
  • Fulfilled means the warehouse has packed and shipped your order. A FedEx or USPS tracking number is listed.

What if I don’t receive my package?

We’re so sorry for the inconvenience!  Please email our Customer Service Support Desk at support@smallpetselect.zendesk.com and we will reply within 24 hours (Monday-Friday) and work to solve the problem.

If your package shipped via FedEx, please contact your apartment complex office or check with your neighbors as FedEx will sometimes leave with them.

What do I do if my package was damaged in transit?

We’re so sorry for the inconvenience!  Please email our Customer Service Support Desk at support@smallpetselect.zendesk.com and we will reply within 24 hours (Monday-Friday) and work to solve the problem.

Please take pictures of the damage and send them with your email request.

Why do you only ship to the United States?

We cannot ship internationally due to the high cost of shipping and customs regulations.  We have 2 recommendations to purchase our products if you live outside of the United States:

  1. Our products are available at Amazon.com, Amazon.ca, and through third party sellers. Please expect the price to be higher than normal.
  2. Contact a mail forwarding service. A Google search for 'mail forwarding' will yield a number of companies that you can pay to ship your products to them and then turnaround and ship internationally.  Please Note:  These options will all be expensive and will vary between different providers.

    We do thank you for your sincere interest. Please be assured that we are continuing to look for the best options to make shipping internationally more affordable.

If I live in Alaska or Hawaii, how do I place an order?

Unfortunately, you have to order by phone as we have to manually calculate shipping and get your credit card information.

Due to shipping costs, we cannot do the flat rate $4.95 shipping or free shipping over $40 for these locations.

If you want to set up a subscription, we can give you the subscription discounted price and will just manually process your subscription at the interval you request.

If you are interested, please email our Customer Service Support Desk at support@smallpetselect.zendesk.com with the following information:

  • Physical street address
  • List of products you want to order

Will my auto-ship order get free shipping?

Orders either for auto-delivery will receive free shipping if the total purchase is over $40. If it is under this amount a flat rate shipping fee of $4.95 is charged.  However, the fee is much less than the actual cost of shipping.

 

 

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