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Pet Supply House F.A.Q. (Frequently asked Questions)

How do I place an order?

How can I receive a Pet Supply House catalogue?

What are the hours at the order desk?

What is the number for your store in Guelph?

What is the benefit of ordering online?

Why doesn’t the 5% discount appear after I’ve completed my web order?

What methods of payment do you accept?

What is your return policy?

Do you match competitor’s prices?

How are shipping charges calculated?

How long does it take to receive my order?

What are my shipping options?

What is the rush fee?

Do you offer free shipping if my order is over a certain amount?

What does “ FOB ” refer to?

I’ve received my order but it has been damaged during delivery, what should I do?

How can I track my order?

Do you ship to the U.S. ?

Can you sharpen my scissors and clipper blades?

Do you offer a repair service?

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How do I place an order?
You can place an order over the phone by calling 1-800-268-3716 , online at www.petsupplyhouse.com or at our store located at 666 Woolwich St. in Guelph , Ontario
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How can I receive a Pet Supply House catalogue?
Please call us at 1-800-268-3716 or email us at info@petsupplyhouse.com with your name and address and we’ll send one along.  You can also download parts of the catalogue and current sales flyer at www.petsupplyhouse.com/catalogue.htm. 
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What are the hours at the order desk?
Our phones are open from 9:00 am to 5:30 pm (EST) Monday to Friday and 10:00 am to 4:00 pm (EST) on Saturdays. 
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What is the number for your store in Guelph ?
The phone number for our store in Guelph is 519-821-PETS (7387). 
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What is the benefit of ordering online?
We offer a 5% discount off all regular priced items if you place your order online.  You can place an order on our website at your convenience 24 hours a day, 7 days a week. 
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Why doesn’t the 5% discount appear after I’ve completed my web order?
The 5% discount will show up on your final invoice when your order has been shipped. 
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What methods of payment do you accept?
We accept Visa, Mastercard, and American Express.  You can also send us a personal cheque or money order.  
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What is your return policy?
For most items, you have 30 days to return it.  For items such as clippers, blades, scissors and electrical products there is only a 14 day return period.  If you’d like to send it back, please give us a call for a return authorization and any other info you may need.  Please inspect each item immediately upon receipt in case of damage or defect.  
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Do you match competitor’s prices?
We can match any Canadian competitor’s prices plus an additional 2%.  
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How are shipping charges calculated?
Shipping charges are calculated in our warehouse based on the weight, dimensions of the box, and distance traveled.  
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How long does it take to receive my order?
We try to ship each order within 2 business days that it has been placed.  After it’s been shipped, delivery times vary depending on the distance and delivery method.  
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What are my shipping options?
We ship with Canada Post or Purolator to ship the orders, however if you’d like to request a different courier, we can try to make alternate arrangements.  
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What is the rush fee?
If you need your order in a hurry, we can add the $7.00 rush fee.  If your order is placed by noon eastern time, we can ship it the same day that you placed the order.  Please note that shipping time will vary depending on the distance your order is being shipped.   
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Do you offer free shipping if my order is over a certain amount?
Yes, if your order totals more than $1500 before taxes, we’ll pay for the shipping for all items except for the ones marked “ FOB ”.  If your order totals more than $750 before taxes, we’ll pay for half the shipping cost, excluding “ FOB ” items.   
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What does “ FOB ” refer to?
Any item marked “ FOB ” is too large to ship with Canada Post and must be sent with Purolator.  Because of the size, the shipping will be more expensive than normal as well.   
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I’ve received my order but it has been damaged during delivery, what should I do?
If you notice any damage to your order (even if the box appears to be damaged on the outside) refuse the delivery and notify us as soon as possible. 
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How can I track my order?
Each order is assigned a tracking number after it has been shipped.  Please give us a call if you’d like this number.  If you are waiting on a backordered item, feel free to give us a call anytime to check on its progress.   
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Do you ship to the U.S. ?
Unfortunately, we do not ship outside Canada .   
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Can you sharpen my scissors and clipper blades?
Yes, it costs $12.95 per scissor and $7.95 per clipper blade.  If you send 8 or more scissors or blades we offer free return shipping.  The turnaround time is usually 1-2 weeks.   
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Do you offer a repair service?
Yes, if your dryer or clipper is in need of repair, we can repair them for you.  Prices vary depending on the extent of the damage/repair needed and parts that may need replacing.  
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