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ORDER WITH CONFIDENCE

HOW TO ORDER

  1. Simply insert the quantity of any item you wish to order in the order form and press "Buy Now". That will transport you and your desired item to the shopping cart where you can see and/or adjust the items you have selected for purchase.
  2. Once at the secure cart, you can preview your order as it accumulates and then return to the site to continue shopping.
  3. When you are satisfied with your purchases and wish to have the order processed, proceed to checkout.
  4. Cookies
    You don't want another shopper putting items into your shopping basket. Our cookies are tiny "byte-sized" computer morsels that get sent to your computer from our computer so that our cart can identify your personal shopping basket by number. That way, your product choices go into your cart and other shopper's choices go into their own buggies.

    Your web browser automatically deletes our "cookies" after a few hours so that they don't take up unnecessary space.

    If you are shopping at Pet Discount Supply.com with your cookies "disabled" your shopping basket may not work effectively. If that happens either re-enable your cookies in your browser options or call our order desk at 1-888-738-3976 toll free.

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SECURITY

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HOW TO PAY FOR DOMESTIC ORDERS

CHARGE: For most orders, we accept Visa, MasterCard, Discover, and American Express.

CHECKS: Personal checks, money orders, cashier's checks, business checks, and government or institution-issued checks are accepted for the EXACT amount of the purchase including any shipping and handling charges. We reserve the right to hold your order until check clearance is guaranteed. Bank cashier's checks, money orders, or wire transfers will assure your order of quick shipping

We reserve the right to hold your order until check clearance is guaranteed.

COD: Unfortunately, at this time we cannot ship to you "Cash on Delivery",

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HANDLING/SERVICE CHARGES

Although we must always charge shipping (above), there are NO extra service charges on orders over $25.00 shipped throughout the US or US territories by our usual means of shipping.

Orders under $25.00 incur a $3.00 service charge.
We would love for you to order anything you like. Even the smallest orders are important to us. However, because our prices are discounted, and in order to keep our prices to you at the lowest possible level, we must charge a $3.00 service fee on orders under $25.00.

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PRICE CHANGES

Because we deal with literally hundreds of suppliers and manufacturers and suppliers' prices change, our prices are in constant flux. Prices in our catalogue are kept current on a daily basis and are rarely different than the catalog shows. However, we are not responsible for typographical errors, and prices and availability are subject to change without notice.

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BACKORDERS AND DISCONTINUED

From time to time (and much to our dismay), shortages and out of stocks will occur. Items may be backordered for three reasons:

When we experience an out of stock situation, your entire order will be shipped at one time if the out of stock item arrives within 5 working days of the date of your order.

If we don't anticipate being able to restock quickly enough to meet the 5-working day limit, your order will be shipped minus the out of stock item. At that time, out-of-stock items priced over $15.00 will be treated as a backorder unless the customer requests that we not ship backorders. Out-of-stock items priced under $15.00 will be deleted from the order, and you will be asked to re-order at another time.

For standard-sized backordered items, freight will be calculated on the entire order, charged on the first part, and the backordered items will be sent as quickly as possible with no additional freight charges. Oversized-backordered items (those marked with *'s or ++) will be charged the actual freight when they are shipped.

If we don't anticipate re-stock of an item in a reasonable amount of time, your order will be shipped minus the out of stock item, and you will be asked to re-order at another time.

Discontinued items will, of course, not be shipped.

You will receive a notice in the first package indicating the dispensation of any items not shipped.

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SIZES

No two animals are alike. We will print the most accurate details possible of item sizes and recommendations for fit if we know them. However, all sizes are approximate, and we can NOT guarantee items as far as the fit for your individual pet.

Bedding is sized as human linens are sized - before the seams are sewn and the item is stuffed. Therefore, when the item is stuffed, it's apparent length and width may seem smaller than the un-stuffed dimensions.

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TAX

Retail tax is charged only to shipments shipped to or ordered by persons living in Texas. Even Texas residents can save on taxes! Our tax rate is 8.25%!

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SPECIAL ORDERS?

Some items are available but not stocked by our warehouses. They can be ordered from the manufacturers and shipped either through our warehouse or direct from the manufacturers to you. These items take a little more time to coordinate and ship, may incur an extra handling charge, and are non-returnable items. If you have ascertained the availability of the item by search through our e-mail search department, you may order it by toll free telephone or direct e-mail order.

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SHIPPING CHARGES

See the Domestic Shipping for contiguous 48 US shipping.

See the International Shipping for shipping outside the continental US

See Hawaii, Alaska, US Territories, APO/FPO Shipping for shipping charges to those locations

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OUR NO-HASSLES PROMISE TO YOU

We want you to try anything in this catalogue risk-free. You'll usually find our product descriptions more complete than other pet supply catalogues. We feel that the more you know about a product, the more likely you are to like it when it arrives.

That's important to us because when you do receive a product from us, you have 30 days from the date of the invoice to decide if:

  1. it is what you expected
  2. it fits your needs
  3. it is what you want

If, upon viewing an item, you're not delighted with any merchandise you buy from us, just return it to us. No explanation of why you are returning it is necessary, but we'd like to know if it will help us solve an inadequacy on our part. Also tell us what instructions you have concerning replacement, substitution, or refund.

Send it prepaid, insured, in new, unused condition with its original parts, instructions, packaging, and your invoice (or a copy) within 30 days of the date on the original invoice.

Items that do not meet these few conditions will be subject to a restocking fee or, at the Company's option, returned to the customer without a refund. Shipping costs on any package returned to you will be charged to your account.

Click Here to download a Return Authorization Form

We are not responsible for damage, which occurs in transit by return, nor do we accept COD returns.

When we receive your return, we'll exchange it or refund the purchase price (less shipping and handling), whichever you prefer. (Please allow 10-21 days for credit issue)

NON-RETURNABLE ITEMS

Pet Discount Supply.com is always concerned about your satisfaction. However, we regret that vaccines, prescription items, personalized items, books and videos, and special order items such as Edemco Grooming tables cannot be returned to us unless there is a defect in workmanship in which case we will replace with an identical product.

SHIPPING REFUSALS

Pet Discount Supply.com strives to give you the best service available anywhere. An order placed and shipped from our warehouse at your request is considered your responsibility as soon as it leaves our warehouse. Should you decide that you wish to refuse receipt of an item legitimately ordered from us (which has already been processed and handled through our order and shipping department) credit will be issued for the item, minus shipping charges and minus a 20% restocking fee.

If you wish to cancel an order after we have shipped and before you have received it, please call our service desk to request an authorization to refuse receipt (to avoid the 20% restocking fee). Call 1-888-738-3976

MANUFACTURER'S WARRANTIES

We carry the best products, and our customers experience very few problems. However, should you experience a problem with any item during its manufacturer's warranty period, you can turn to the manufacturers with confidence. We'll gladly help you get in touch with them directly to save you both time and expense.

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DEFECTIVE MERCHANDISE

We purchase from the most reputable manufacturers and there  is rarely an issue with defective products. However, factories make the occasional mistake.

If an item doesn't work properly, please call the manufacturer (listed in the product literature) or e-mail our customer service department to report the problem immediately. In most cases (because we're not experts at diagnosing problems), we will put you into direct touch with the manufacturer.

In all cases, save all of the packaging and packing materials and call our customer service department within 24 hours. (1 business day) of receipt. 1-888-738-3976.

Defective items will be replaced with the identical item or handled by the manufacturer directly.

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SHOULD A MISTAKE OCCUR

We make every attempt to avoid errors in the processing of your order, but sometimes mistakes happen. When one does occur, please allow us to correct it.

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ITEMS DAMAGED IN SHIPPING

We ship by the most efficient means possible. However, damage occasionally occurs.

If a package appears to have obvious damage on the outside which may affect the product inside, please refuse shipment at your door or ask the carrier to note the damage on his shipping manifest and call our customer service department within 24 hours to report any damage sustained.

This procedure is particularly important for large items shipped by motor freight carriers.

The customer must inspect the delivered item for damage (both external and not visible from the outside) upon receipt of the merchandise. That requires removing any shrink-wrapping, cardboard or other packing materials so that all aspects can be inspected. Any damage should be noted on the carrier's acceptance report, and such damage reported to Pet Discount Supply.com within 24 hours of delivery.

Once the product is accepted by the Customer without notation of damage, damage incurred becomes the responsibility of the Customer, and (while Pet Discount Supply.com will help with any latent damage claim) Pet Discount Supply.com is not liable for damage incurred subsequent to receipt and acceptance of the product.

In all cases of damage, save all of the packaging and packing materials and call our customer service department within 24 hours (1 business day) of receipt. 1-888-738-3976.

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HOW WE DELIVER ORDERS WITHIN CONTINENTAL U.S.

We routinely ship Domestic (continental US) orders by UPS, Fed Ex, or USPS ground transportation. UPS and Fed Ex will not deliver to a post office box. For this reason, please provide us with a physical address for delivery rather than a Post Office Box. (See below if you need to ship to PO Box address)

Additionally, some oversize or inordinately heavy items may be shipped by Motor Freight or Regular Post. In that case, we will need your exact address to estimate charges.

Customers who request US Postal delivery or who give us only a Postal address to which to deliver will be delivered by USPS and are charged according to the policies for postal orders below.

For Post Office Box Addresses, APO/FPO, Alaska, Hawaii, & US Territories

For International orders

Most orders can leave our warehouse within 24-48 hours of receipt of the order.

UPS next day, second day, or three-day select services are also available. See rush shipping information

UPS Definition
of Shipping
Time
Aerosols cannot ship by air

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FREIGHT CHARGES FOR ORDERS WITHIN CONTINENTAL U.S.

Pet Discount Supply.com ships for as low as $11.95. Domestic ground shipping charges on most orders are inexpensive and easy to calculate before you finalize your order.

In some places in our catalog, items are listed in case quantities. For those items, orders of multiple single packs will be billed at multiple pack rates where the number of individual items equals the multiple pack.

Because we have not anticipated all possible large volume sales to single individuals, large volume orders may incur extra shipping above that calculated by the order cart. We will not, however, ship such an order with its added shipping charges without first contacting the customer to get approval of the changes.

The table below shows you charges according to the value of your purchase and whether you have ordered any Oversized items.(Items marked with * or ~ or ++).

Standard Shipping
Contiguous 48 States
All orders add $11.95
For ease of calculation, items which require additional shipping costs due to size and/or weight now have those costs added and explained at the time of purchase.
Charges above exclude items such as Large Bird Cages or any other items that must ship by Motor Freight or are charged actual shipping. For exact freight charges, see freight quotes

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AUSTIN, TEXAS WAREHOUSE PICK UP

We can no longer provide a warehouse pickup service to our local customers.

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OVERSIZED ITEMS

An oversized item is one whose weight may be under 30 Lb. but whose physical dimensions and bulky appearance take up extra room in the cargo area of the shipper's transport vehicles. These items are charged for 30 Lb of weight even though they do not weigh 30 Lb.

A double oversized item is one whose weight is over 30 Lbs and under 70 Lb. but whose physical dimensions and bulky appearance take up extra room in the cargo area of the shipper's transport vehicles. These items are charged for 70 Lb of weight even though they do not weigh 70 Lb.

For ease of calculation, our oversized item costs are now added to the cost of each item.

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UPS Tracking

Track your
UPS Package

SHIPPING TIME FOR ORDERS WITHIN CONTINENTAL U.S.

Shipping time = order processing time + shipping option you have chosen on your order.

Please allow 1-2 weeks for standard delivery of most items within the continental US. Domestic UPS takes 3-7 business working days for delivery. We can usually ship your order from our warehouse or the warehouse of the manufacturer or supplier within 1-3 working days of receipt of the order.

UPS, Fed Ex, US Postal Service, and the shipping departments of our suppliers are not under our employ, and we cannot guarantee exact delivery.

Because the arrival time of your order is often dictated by conditions, which are out of our control, we would rather err on the side of caution than promise our customers what others may not be able to do.

We will not normally be alarmed nor trace any usual ground shipments until at least 2 weeks after shipping.

Express UPS shipments are guaranteed by UPS to arrive on schedule. UPS Ground and USPS postal priority are not guaranteed by the shipper to arrive on any special time schedule.

To find out how long UPS Ground Transportation usually takes from Pet Discount Supply.com  to you, go to UPS Transit Time and type in our Texas zip code: 78748. Add two working days (after the first working day we receive the order) to the transit time. That gives the order time to leave our warehouse.

While this is not a guarantee of delivery on that exact time schedule it is usually fairly realistic.

If timing is critical, please specify Next Day, 2nd day or 3 day Select delivery. Those items, obviously, will get special attention and express handling from our order department to you.
See more details about shipping charges and timing on rush orders.

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EXPRESS SHIPPING FOR ORDERS WITHIN CONTINENTAL U.S.

Need your order fast?

Express shipments are usually available, but remember that we charge additional shipping charges for all UPS 3 Day, 2nd DAY AIR and NEXT DAY AIR orders.

Some items in our catalog are evaluated by dimensional/weight rather than by their actual weight. For freight calculations, dimensional weight will be used, which may result in an item or order being considered oversized and not able to be shipped by Rush means.

See Oversized Items above for details. (Large orders, bulky items, or oversized items marked with *'s are best shipped by regular means to avoid exorbitant shipping charges).

Orders which include items marked with *'s or oversized notices will not be shipped by Rush means!

Pet Discount Supply.com reserves the right to ship those items by BEST WAY (UPS Ground or Postal Priority) regardless of the method chosen at the time of checkout. If you have special RUSH needs for large, bulky, or heavy orders please telephone the information desk at 1-512-282-0624.

Orders requested for UPS Next-day, 2nd day air, and 3rd day select, will also be given expedited processing in our warehouse over orders utilizing customary means.

Most will be shipped the same day (if received early on a work day) or within 1 working day of receipt of the order. Customers whose express order might be delayed more than one working day will be contacted.

See UPS's definition of Express options/schedules below.

UPS Definition
of Shipping
Time
Aerosols cannot ship by air
Express Shipping Considerations

UPS Next Day Air - End of Day Delivery

  • Limited to Packages under 10 Lb only
  • Add $36.00 to regular shipping
  • Aerosols cannot ship by air
  • Alaska, Hi, US Territories, and APO/FPO ship by USPS Priority Mail only

UPS 2nd Day Air - End of Day Delivery

  • Limited to Packages under 10 Lb only
  • Add $18.00 to regular shipping
  • Aerosols cannot ship by air
  • Alaska, Hi, US Territories, and APO/FPO ship by USPS Priority Mail only

UPS 3 Day Ground - End of Day Delivery

  • Limited to Packages under 10 Lb only
  • Add $12.00 to regular shipping
  • Alaska, Hi, US Territories, and APO/FPO ship by USPS Priority Mail only

Express UPS shipments are guaranteed by UPS to arrive on schedule

UPS Ground and USPS postal priority are not guaranteed by the shipper to arrive at any special time schedule.

To find out how long UPS Ground Transportation usually takes from Pet Discount Supply.com to you, go to UPS Transit Time and type in our Texas zip code: 78748. Add two working days (after the first working day we receive the order) to the transit time. That gives the order time to leave our warehouse.
While this is not a guarantee of delivery on that exact time schedule it is usually fairly realistic.

Customers who provide Pet Discount Supply.com with valid e-mail addresses - Orders shipped by UPS will receive automatic tracking number verification (by e-mail to that address) upon leaving our warehouse.

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VACCINES WITHIN CONTINENTAL U.S.

Vaccines are not yet available. However, when they are, the system is in place for getting them to you quickly and effectively. To insure the safety of your vaccine delivery, they must be shipped Overnight Air. There is an additional charge for the vaccine portion of your order for this special handling. The rest of your order will be shipped standard UPS unless otherwise stated. Someone must be there to sign for the package.

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HOW WE DELIVER APO & U.S. TERRITORIES

Yes, we can ship to Alaska, Hawaii, and U.S. territories outside the contiguous 48 states by U.S.Postal Service or Postal Priority where possible. Additionally, sensitive to the plight of our many troops in foreign countries, we can now ship to APO or FPO addresses.

Most orders to Postal addresses ship by Priority mail. However, some extra heavy or dense items may ship regular post (i.e. foods or litter etc).

No tracking is provided by the U.S. Post Office, which complicates the process. Although we anticipate few problems, we can make no guarantees of adequate delivery.

Unfortunately, many of our distributors and suppliers will not ship by U.S. Postal Service. Therefore, some items incur longer shipping time as they must be shipped to our Texas warehouse before being sent to these addresses.

Vaccine shipments are not available to outside U.S. 48, International or APO/FPO customers.

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SHIPPING CHARGES TO APO & U.S. TERRITORIES

Shipping charges to APO and FPO addresses, Alaska, Hawaii, and U.S. Territories are shown below.

Hi, AK, U.S. Territories, and APO/FPO Shipping
All orders add $11.95 plus $1.25/ Lb

Oversized, heavy and bulky items such as cages, crates, beds, litter, foods, cat furniture, bulk treats, and items marked with this symbol are charged regular shipping as described above plus oversize charges described below.

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OVERSIZED ITEMS GOING TO APO & U.S. TERRITORIES

Handling charges are charged on oversized items - items marked as having $4 or more in oversized shipping charges. Those charges are added to the regular APO/FPO, Ak, Hi, and territories shipping chart above.

Items, which require $16 in oversize shipping, will be charged an additional $69 handling fee. Items requiring more than $16 in oversize shipping may be too large and/or heavy to ship.

Some items such as large pet beds, carriers, crates, cat furniture, kennel equipment, large bird cages and other bulky or heavy items are unable to ship by U.S. Post due to size restrictions, and can therefore, not be shipped to these addresses. If you are in doubt, ask our shipping department. We will need the item number, item description, and the exact address where you would like it shipped.

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SHIPPING TIME TO APO & U.S. TERRITORIES

We can usually ship your order from our warehouse within 12-48 hours of receipt of the order. However, most of our suppliers will not ship by post. Therefore, APO/FPO orders are usually shipped only from the home location of Pet Discount Supply.com in Austin, Texas. This sometimes occasions some delay in shipping while an item travels from its original supplier to Texas FIRST and is then shipped to you.

The arrival time of your order is also dictated by conditions, which are out of our control. We would rather err on the side of caution than promise our customers what others may not be able to do.

Usual U.S. Postal Priority timing should be calculated for all orders outside the contiguous 48 states. APO/FPO Post can take from 2-6 weeks to reach you.

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EXPRESS SHIPPING TO APO & U.S. TERRITORIES

There is no reasonably priced, faster way to ship to most of these addresses (including APO/FPO addresses) than Postal Priority. Please do NOT request UPS Rush shipping for orders to APO/FPO, Alaska, Hawaii, or US territory orders.

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APO/FPO SHIPPING RESTRICTIONS

Most APO/FPO addresses have the following general restrictions:

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HOW TO PAY FOR INTERNATIONAL ORDERS

At this time, Pet-Discount-Supply.com does not ship to international addresses.

We do accept orders from international clients to addresses within the United States.

If you are using a credit card, the exact name of the cardholder must match the shipping address. In some cases, please be prepared to fax us a photo ID (passport or driver's license picture) and a copy of the credit card as well as a signed copy of the credit card receipt which we will first fax to you.

All prices are in US funds. Some international orders can be shipped using your credit card as payment. However, Future Pets / Pet-Discount-Supply.com reserves the right to require direct bank transfer of funds in some situations.

(Wire transfers are fairly simple and usually take 3-5 business days for the transfer to be accomplished) Additionally, the intermediary bank charges $25.00 fees which are deducted directly out of your transfer before it gets to our bank. In anticipation of that, the extra $25.00 must be added into your wire transfer in addition to any total for products, shipping, and international handling charges.

Send payment in US funds payable to: Pet Expo

Bank of America
5725 Hwy 290 W
Austin, Texas 78704
Telephone:1-512-891-4100
Routing: 111000025
Account #:e-mail for account number

CURRENCY CONVERSION: All prices are in US funds. Use this handy Currency Conversion Site to get a better idea of the value of your order in your own currency.

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HOW WE DELIVER INTERNATIONAL ORDERS

At this time, Pet-Discount-Supply.com does not ship to international addresses.

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INTERNATIONAL HANDLING CHARGES

The complexity of international shipping and international monetary transfer requires that we charge a handling fee to cover the cost of price & means investigation, special paper-work and forms, and follow-up. Therefore all orders which are billed to international addresses will be assessed $10.00 in handling charges.

As a courtesy to our International clients, each international customer who places an order will be contacted via e-mail with shipping and handling charges and asked to approve the charges BEFORE the order is shipped. No order is shipped without follow-up written approval from the ordering customer.

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ITEMS WHICH CANNOT SHIP INTERNATIONALLY

At this time, Pet-Discount-Supply.com does not ship to international addresses.

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CUSTOMS, DUTIES, AND TARIFFS

At this time, Pet-Discount-Supply.com does not ship to international addresses.

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INTERNATIONAL SHIPPING CHARGES

At this time, Pet-Discount-Supply.com does not ship to international addresses.

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SHIPPING OVERSIZED ITEMS INTERNATIONALLY

At this time, Pet-Discount-Supply.com does not ship to international addresses.

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INTERNATIONAL SHIPPING TIME

At this time, Pet-Discount-Supply.com does not ship to international addresses.

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INTERNATIONAL EXPRESS SHIPPING

At this time, Pet-Discount-Supply.com does not ship to international addresses.

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PRODUCT WARRANTIES

International customers must work directly with manufacturers for defective merchandise. Should the need arise, Pet Discount Supply.com will be glad to give Manufacturer contact information via e-mail to international customers who need it. Under no circumstances will Pet Discount Supply.com be responsible for return shipping charges on any items shipped internationally, which are found to be defective, and under manufacturer warranty.

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VACCINES CANNOT SHIP INTERNATIONALLY

Customer Service at Pet Discount Supply.com

CONTACT US DIRECTLY

Pet Discount Supply.com can be reached toll free at 1-888-738-3976. Our sales associates will gladly take your order by telephone Monday through Friday from 9:00 a.m. to 5:00 p.m. Central Time.

LOOKING FOR AN UNLISTED ITEM?

If you are looking for a particular product which you don't see in our website, ask by e-mail, 24 hours a day. We'd love to hear from you, and we will reply as quickly as possible.

E-Mail

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NEED MORE PRODUCT INFORMATION?

If you need more details about a listed item before you can place your order, a knowledgeable and helpful sales associate will be delighted to help you Monday through Friday 9:00am-5:00pm United States CST. You may call toll free:

1-888-738-3976

However, we are sometimes overwhelmed with the volume of inquiries, or we may not be able to give you details without some research, in which case our sales associates will refer you to our E-mail Research Department.

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NEED LARGE ITEM SHIPPING DETAILS?

To obtain a shipping quote on large or motor-freighted items prior to placing your order, please send the item numbers and your exact shipping address. We can research the cost and give you more exact information.

E-Mail

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NEED TO RETURN AN ITEM?

We hope you'll be happy with each an every item you purchase from us. However, if for any reason you wish to return an item, we'd like it to be as hassle-free as possible.

See our Guarantee, Warranty & Return information for details. If you wish to check the status of an item you have already returned.

E-Mail

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NEED TO CHANGE AN ORDER THAT HAS ALREADY BEEN PLACED?

Changes will be effected if they are processed before shipping time on the day of the order. Our sales staff will be delighted to help change information on your order Monday through Friday 9:00am-5:00pm United States CST. You may call:

1-512-282-0624

Or you may E-Mail us.

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NEED TO CHECK THE STATUS OF YOUR ORDER OR YOUR RETURN?

If you got an ORDER NUMBER, we got the order

If you placed your order directly via the order cart on our site, you should have viewed a page which detailed your order (including any shipping and handling charges) and which also gave you your ORDER NUMBER.

If you did NOT get an order number

If, at the end of your on-line transaction, you received any message other than your ORDER NUMBER, (such as ORDER CART EMPTY) or you did NOT get an order number, your transaction may not have gone through. We download orders systematically during our business hours. If there is a question about whether your order went through, e-mail us and we will track it. If it did NOT get to us, we'll let you know. In that case, you may need to place the order by our toll free number (1-888-738-3976)

Have you checked your e-mail for a contact from UPS or a message for us?

If your correct e-mail address was on your order, you should have gotten an e-mail response from UPS within 1-2 business days. We provide you with your UPS tracking number so that you are aware that your order has shipped and so that you may track its progress via UPS's Tracking Systems.

Has it been more than 2 weeks since your order was placed?

If it has been more than two weeks since your order was placed and you have heard nothing, please e-mail, as we may need to institute a search for your order.

E-Mail

Please do not call the order department for order status checks. They are equipped to take orders only.

Customer Talking

Our Customers Are Talking About Us

In an effort to make our service more helpful and more efficient, Pet Discount Supply.com actively seeks feedback from our customers. Below are some of the recent comments we've received.

We can always improve. Let us hear from you too.

Thank you for the great customer service! You have a loyal customer in me! In this day and age it is getting hard to find companies that remember that their customers are the ones supporting them! You have my business! And I will be more than happy to let others know how great your company is!
Barbara L

I just wanted to send a quick THANK YOU! I ordered yesterday, received a tracking code last evening and just received the box of products a few minutes ago. Your customer service is excellent and I could not be more pleased. You have earned yourself a repeat customer. Thank you for making me believe that good quality customer service is not dead! Keep up the great work!
Kelly A

Testimonial : THANK YOU for the scat mat ! I had to live with my futon couches off of the frames for a year, since i have one kitty who likes to urinate on the couches whenever she can. She also would urinate in the rocker which has cushions on it. Your scat mats have totally solved my problem and i can now use my living room as before. THANKS and meows from all of us. !! Susan and cats, Gunther, Fluffy, Pola, Tabor, Nantucket, Oliver, and Tinkerbell....all indoor cats.

I'd just like to say that I placed an order with you guys last week, received it today.... exactly what I wanted and at the right price... no fuss, no drama... e-business like it's supposed to be. You betcha I'll placing more orders with you guys in the future.
Marco G.-satisfied customer-

I wanted to say thank you for the great service. My order arrived two days after I ordered it! It was wonderfully packaged - with recycled materials. I greatly appreciate it! Lydia G

Just wanted to let you know how pleased I was with the pricing and service. I was a bit skeptical with my first order (naturally), but I was pleasantly surprised. The service was first rate. The direct link to UPS is a nice touch. I have told others about (your site) and I will be ordering all my pet needs from you. Thank you

This is just a follow up to my order. Thank you. Your email follow-up for delivery date was right-on, and very professional. My order arrived exactly as you stated. What a refreshing change, most other companies don't have that capability. In short, your web page is a pleasure to use, your email (delivery) follow-up is greatly appreciated, and the accuracy is superb. We will be doing more business in the future.

Thank you for your response to my inquiry. Your timely response demonstrates good customer service; something I value very much when working with Internet e-commerce sites like yours. I will pass on to friends and family about your website.

Your site is really easy to use and to find items. The items are a lot cheaper than many other places. I just want to thank you for your site and your service. Keep up the great work!

Your site is the only one I've seen where I can order all the products I need at once, not to mention the low prices.

I just wanted to let you know what a pleasure it is to do business with your company. I know my order was a small one, so I was really impressed that it arrived at my door in just over 24 hours from the time that I placed my order. Thank you so much for your prompt service. I will certainly order from (you) again.

How do you work "SOOOOO" FAST? I must commend your staff for the speed (ordered 5/27/03 & received order 5/28/03) of which I got my items. I THANK you & my Dog THANKS you. I wish "ALL" ordering on the WEB was as quickly expedited as what your people have accomplished.

I received my turbo A-5 clippers just 2 days after ordering. Not only were your prices the best but the service was fantastic! Thank you!

I will definitely purchase again. What great service!

You have my business now and in the future. You have been very faithful to me as a customer. Thank you so much. God Bless

This is the best Web site I have ever searched. I congratulate your Web Master!

I just wanted you to know that I am very happy with your site. I just placed another order for my ponds supplies because of how I was treated when I had a problem. My 1st order I ordered 2 parts for my powerjet pump, one of them was broken. As soon as I saw it I said, oh here we go! I called; the customer service rep was so nice! She took care of me right away and is sending me the part with a return label. I was just searching for those parts and do not know if I would of even thought about going back for anything else. Because she was so nice I went back to your site and put in an order for a lot of pond supplies I needed. Thank you, your new customer, Paul Riendeau

Great Web site, great service. Item was delivered in a timely matter. Had to reorder because I ordered the wrong size. Great return process. Always follows up with a confirmation phone call. Totally satisfied with service. Will be using this web site in the future. Is also in my "favorites" list. Thanks so much

You can bet I will be sharing how great your site is and how wonderfully low your prices are. Thank you again, the Space explorers are for ever indebted to you.

Wow! I am really impressed with such a quick response with the answer to my problem. This is the first time I have had this happen. Let me know to whom I should send a snail mail letter to express my appreciation. Also, let me know your identity sufficiently enough to give you credit if your e-mail address is not sufficient for identification via snail mail.

I am shocked! I just spoke w/ the crate company you referenced, and after giving me all of my information...they are sending me a brand new case today in the mail. I have not been this surprised or pleased in a very long while. They have asked me to donate the damaged crate...which I will do this week. Thank you very much for your assistance.

Thank you Jackie. I am very impressed so far with the customer service I have received. I just placed the order last night and I have already received a phone call to verify my billing address and a couple of emails verifying my order. I also researched the prices on the internet and found yours to be comparable or lower than the rest. I have a lot of family and friends who purchase pet items over the internet and will let them know about your excellent service. Thanks again and keep up the good work!

It is a pleasant surprise to find such great customer service. I am so impressed and will tell everyone I know about this site. You guys are great.

Thank you for your prompt and helpful response. I appreciate your policy and your quick solution. It makes me even more impressed with your company! Honest policies you stick to, and prompt and friendly customer service!

I received my order ... today. Thank you for your promptness in shipping. I am very pleased with your company; and, I will be ordering many more items, in the future.

I have scoured the internet for the best prices for Advantage--and you have them! Thank you for quality products at low prices, and for the fast delivery. I tell everyone about you!

Thanks much - both you and the telephone representative from your company to whom I spoke have been wonderful - I will spread the word!

drago

This is Draco, our 5 foot, one inch iguana, in his new home on the first day. This is the large cat/ferret/iguana "playpen" (your stock item #PR472R). The cage is positioned on a screened patio so as he gets the morning sun. He had already outgrown the two cages I made for him. Anyway, we wanted to say thanks for all your help. We are pleased that our ig is happy in his new home.

I just want to thank you all ... for your quick service. The products I received were just what I ordered and were delivered as stated.. Also thanks to the people on the 888 number for being pleasant and helpful.

abby and beau

We are sooooo glad that our daddy received his order from you in less than 18 hours. We are ready for a haircut with his new clippers that he bought from you, as the August temperatures in Texas makes us pant a lot.

Thanks, folks, and to your customer service department for helping him make the right product choices.

bubba

I'm just writing to let you know that I made contact with the manufacturer of the doghouse and they were very friendly and are sending me replacement parts at no charge. I appreciate your help very much and so I have forwarded a link to your website to all my friends who have pets. I also will be a customer of yours as soon as my dog Bubba needs something else.

I recently ordered a harness from your web site and just wanted to say how impressed I was with the prompt and the excellent customer service. I will pass my satisfaction on to friends and look forward to ordering more...

The pump I received yesterday is great!!!! I love it. Thank you so much. ...I have 5 turtles and they're little piggies. Thanks again: a very, happy, happy customer. I have e-mailed your address to the rest of my family in NJ. :*)

I appreciate your thoughtfulness in letting me know about my order. You have made my day through your example of extraordinary customer service. .... I know I will come back to your website many more times in the future.

BTW, this is one of the best shopping sites I have visited. Your web designers are very skilled.

Best wishes to you and your company.

I just received the auto barrier I ordered on Friday...And I'm in Hawaii! Thank you!

I'll let my friends know about your site.

Just wanted to thank you ... for the very prompt and extremely courteous service! I placed the order on the 23rd online, and received the pet door on Friday. I installed in on Saturday, it seems to be working great! Wish all businesses operated this way!

I really wanted to tell you how great (my order) was! The items are of excellent quality, the service was easy, fast and friendly, and the price was great as well. Perhaps people usually do not say when they have had a good experience, but I, for one, wanted to! Thanks for the products. I love them!

I appreciated the friendly and professional call (about my order)... In 50 words or more, I just wanted to say thanks for the professional courtesy and for taking a part in expediting the shipment for me.

Just received my innotek charger and batteries. I would like to thank you for the speedy service and how nice it was to do business with someone like you. You treated me better than any business that I have dealt with in a long time.

Thank you for your response. To my complete surprise, I received my full shipment today - and less than two days after I ordered it! I'm so amazed!! I'll be back to shop again and I'll recommend you to my friends. Thanks for such terrific service.

I just shopped online and placed an order. I am very impressed with your professional handling of your online store. It is by far the best I have shopped and the easiest to order from. My many thanks and I will shop again. PS: I didn't know there were real people out there in web world, hee hee. Feel free to use my comments. I'm headed for RatingWonders site to post a compliment about your service there too.

Somebody has been busy there today. I visited only an hour or so earlier and I noticed lots of changes. Thanks for the terrific site, easy to use. And for the overtime assistance...that means a lot to a first-time customer.

Just wanted to let you know how impressed I am with your site. I have been searching sites for 2 days, getting tiny bits of info from her and there, mostly trying to find out about dog crates and crate training. How hard can that be - or so I thought. All this www.crap.com stuff, and still could hardly find anything. With my last desperate attempt, I found your site - everything I had tried to find (and more) right in front of me and so easy to navigate. I had no problem finding anything. I kept clicking and clicking. It was all so interesting. I really had fun. You guys did a great job on the site. I shall return!!!

I just wanted to thank you for how quickly my replacement bulb got here. I'm gong to post a testimonial to (your site)  on all three of my turtle discussion lists. You more than satisfied me.

I just wanted to compliment your company on what a positive experience it was ordering greyhound collars from your web site. I've recommended you to a greyhound adoption group in Colo Springs. Your customer service was excellent and it was easy to order from your web site. After many years of dealing with voice recordings and "black holes", this was very refreshing. Keep up the good work.

Thanks for checking on that for me. I have put (your site) on my favorites list, and I really like the service and selection that you provide. I am getting a new black lab puppy within a few weeks, and he also sends his thanks.

Yesterday, I placed an order for 3 bags of 8 in 1 ferret food. Today, I received the order. What took so long??? This was super service, couldn't ask for better.

Thank you -- your company has great customer service and I appreciate all your help and promptness!!!

You guys are the greatest!!!! Already got my order...and faster than Amazon...THANKS!!! I'll certainly order again from you!!!

This is the first time I have ever re-visited a web site just to let the owner know how happy I am to have found you! I just got my first shipment - a cat tower/condo, scratching sisal, and a bag of 12 6-7" bones. What great prices and quality products! Thank you again!

We sincerely appreciate your response. The folks at (your site) have passed our expectations. That feels nice to say. Thank you.

I received the item today. It is just as described. I am so pleased and will be sure to tell others of my very positive experience...

Thank you for the information and your quick response. The internet sometimes becomes impersonal, but with help like yours it becomes a pleasure.

Thank you for all of your help and follow-up on the three litter pans. They came today. I recommend you to anyone who will listen!

Thank you for the information you provided me. I will indeed revisit your site when I need to purchase items for my 4-legged family! - and recommend you to friends. Again, many thanks!

Thanks for being so responsive! I have your site bookmarked for future use.

I was actually searching for about an hour to decide what I wanted at ?????.com. I decided to search for a site that was easier to find items. I like the information you offer for different types of products. I was able to determine what I needed and save the money that I was looking to save.

I just want to thank your for your professionalism and patience. Like I stated in the E-mail, the service was superb!

Thank you so much for your quick response. I have told everyone I know who has pets or is thinking about getting a pet about your site. You guys are great!

Thank you for responding so quickly. I am impressed

Thank you so much for your extraordinary service. I am so appreciative of your staff for helping me, just one small person!

I'm Happy. I've been searching for a cheap habitrail and I couldn't find any. I saw the Villa for $50 somewhere else and here it is about $20. Thanks.

Thanks for the response and sound advice. You have a great web site; and I did enjoy the informational piece on cat grooming.

Thank you for the update. I must add that I am very impressed with the customer service that you and your company have provided for me.

I just wanted to let you know that I received my order today and I am very pleased with everything---all the items are what they're supposed to be and the quality is great---I will recommend you to everyone I know. I will be ordering again.

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About Virtual Future Pets

Very often I receive requests from people wanting to know more about Virtual Future Pets: its beginning, its employees, its founders and contributors. This is a great place for travelers to meet the innkeepers.

So lay down your knapsack, pull up a chair, and let the dog sleep under the table. We're about to spin a yarn.

Literal Future Pets, the beginning

Once upon a time (In 1982), Future Pets was a tiny little boarding kennel in the quaint college town of Austin, Texas. Austin is the capital of Texas. It is the computer mecca of the South. Austin has more bookstores per capita than any city in the United States. The city council argues water quality and prevents smoke stack industry, fights nuclear power, and builds bicycle-to-work paths. More than anything, Austin attracts educated, environmentally conscientious, concerned citizens.

The little kennel grew, not like Pinocchio's nose or Jack's beanstalk, but more like the little engine that could. Clients asked and the humble kennel keepers answered. Soon they were counseling clients about pet nutrition, educating pet owners about how to use only natural and safe products that really worked to cure flea and tick problems, grooming dogs and bathing cats, teaching dog obedience classes, and generally answering the needs of more and more pet owners.

The small kennel was considered THE place to go to seek help from educated, concerned, environmentally conscientious pet professionals. Austin shaped the original store into a mirror of its host city.

By 1987, Jackie Nelson and James Swedras asked their friends and family to help make a leap forward, and Pet Expo was born. It exploded into a store the size of half an acre under one roof. It was huge. It was like a carnival. It had colorful hanging banners, bright lights and sparkling floors. There was nothing that a pet lover couldn't get at Pet Expo. It was definitely the place "Where Your Pet Would Shop". So...clients came and clients stayed. The Christmas cards from happy customers grew like ivy on a wall. The little engine that could was becoming a speeding locomotive.

Founded in 1996, Virtual Pet Expo was the brainchild of Jackie Nelson and James Swedras. Jackie had long been dismayed by the new superstore phenomenon gripping the pet industry: the Office Depots of the pet world were stripping the soul, the education and the customer service from the very place where pets are sold. Jim, a "computer nerd" with a dog was anxious to share Jackie's knowledge and expertise with a wider, more astute audience than she could handle in one-on-one classes.

Spending long hours talking and planning, Jim offered to help shepherd the Virtual Pet Expo into the 21st century. He wanted to keep the shop intimate and comfortable. He wanted to provide information but not "sales spiels". He wanted to help pet lovers purchase the best products at the best price and get the best information in the most pleasant way. The pet store "Where Your Pet Would Shop" was becoming "The Pet Futurestore". At last FuturePets.com was launched!

Our Company's mission is to offer the highest quality and most conscientiously researched products to our customers and to make shopping for those products a pleasure. We combine the talent and expertise of Jackie Nelson, Canine Behavior Psychologist, with a staff of long-time pet industry professionals and the most advanced computer capabilities to educate and entertain today's modern pet owners.

Our site is a living, growing project. Even though some areas are still under construction, there's a lot to be said about the departments that are now open and the great future we envision.

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