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| How
do I place an order? |
You can place an order over the
phone by calling our Mail Order Office at 1-866-736-7738, or online at www.petsupplyhouse.com.
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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
methods of payment do you accept? |
We accept Visa and Mastercard.
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? |
After
an order has been placed with us, it will take
approximately 2 business days to complete before it
can be shipped out of our warehouse. After it
has been shipped, delivery times
will vary accordingly depending on the distance the
order needs to be delivered and delivery method you
have chosen (fastest, or cheapest).
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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 $9.49 per
clipper blade, $15.95 per regular edge scissor, $19.95 per
serrated edge scissor, and $29.95 per convex edge scissor.
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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