Countryside Pet Supply

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Our Story

Frequently Asked Questions Who are you? We are Countryside Pet Supply, Inc. - a family owned business - large enough to fill your needs - small enough to give you the fast, personal service you deserve. How long have you been in business? We established our business in August, 1988 and incorporated it the following February. How will you process my order? We will receive your order a few minutes after you place it. We will immediately start processing your order. We ship all non-perishable orders received before 2:00 PM central time, Mon—Fri, the next business day. Perishable orders are shipped Monday thru Thursday—depending on the method of shipment you have requested, and the distance to be shipped. How will I know when my order is shipped, and when will I receive it? If your order is by UPS, we will email you and advise you of when your package was shipped, how many boxes in your shipment, the method of shipping your tracking number(s) and the total amount charged to your credit card including the shipping expense. How soon will I receive my order? Shipping time depends on the method of shipping and where you live. Next day Air and 2nd Day Air are self explanatory. Ground by UPS depends on where you live—it could take anywhere from 1 to 6 or more working days. How do you charge for your shipping? We charge only the exact amount we are charged by the shipper. We do not make a profit on shipping. What if I don’t want to give you my credit card information on line? Just give us a call on our toll free telephone line—1-800-313-5737 and we will handle your transaction by telephone. Will you keep my credit card information on file? Yes, but only if you request us to do so. If you do want us to keep it on file, we will place the information in our own secure server for future orders only when you authorize us to use your credit card for your purchase. What if I have a question or problem? Just email us at : [email protected] or telephone us at 1-800-313-5737. What if my package is lost or destroyed in shipping? Should your package be lost or destroyed, we will assist you in filing your claim with UPS. We have a personal claim representative at UPS who will work diligently with us in processing any claim for you. Please save all packing and product to prove your claim to UPS. We pack pack our shipments very carefully, however, we loose all control over packages when we place them in the shippers hands. All shipments by UPS leave our warehouse between 4:30 PM and 6 PM. What if I am missing part of my order? We triple check every order before we ship it, however, we are capable of making an error. If you can not find an item, please check your invoice carefully, occasionally some items are on manufacturers backorder and your invoice will advise you of this. Some items are shipped directly to you by the manufacturer and will be shipped separately. We do this to save you a double shipping charge. These items will be noted on your invoice. Please check your box and packing material carefully. Many times small items work their way down into the packing. If you are still missing an item, please contact us within 72 hours of the receipt of your order. All claims must be made within 72 hours of the receipt of your order. Returns: We stand behind the quality of all our products. Unfortunately we have had customers buy items only to use them and return them when they no longer need them, consequently we have created a return policy for all legitimate returns. If for any reason you are not completely satisfied with a product, simply return it within 30 days from the date of delivery to countrysidepet.com for a no hassle exchange or return. We will replace or refund the purchase price (less any shipping & handling charges if the order is not a countrysidepet.com mistake) by crediting your credit card only. All returned merchandise must be in original unused condition with all manufactured accessories. All warranty cards must be left blank. Original merchandise box must not be defaced or altered in any way. ALL returns MUST receive a RETURN AUTHORIZATION (RA) NUMBER prior to returning an item. The RA number can be obtained by emailing us at [email protected]. If we receive an item without the proper authorization number, we will NOT issue any type of credit and we will dispose of the product. Please notify us, by E-Mail only, to obtain a RETURN AUTHORIZATION (RA) NUMBER. Please do not telephone us for a return authorization number - we need the date and item verification that is available only on E-Mail ([email protected]). We will not accept any returns without a valid RA number. Purchaser is responsible for shipping to our returns department. All merchandise that is returned, unless defective or due to our shipping error, is subject to a 20% re-stocking fee. We have found this necessary due to the fees that are charged to the merchant (us) bu the credit card companies - not only for the initial charge but for the credits when issued. We can no longer absorb this expense when you change your mind about a product and return it or refuse the shipment. There is no re-stocking fee if you receive a faulty or defective item, and there is no re-stocking fee if we made an error and shipped the wrong item. We recommend our customers use a form of traceable delivery (tracking number or delivery confirmation). Also when returning an item, it is a good idea to insure the package, we can't be held responsible for lost packages. Faulty or defective merchandise: If an item is faulty or defective, we will replace the item with a new identical item providing the item is returned with a valid RA number within 30 days from the date of delivery. Once the 30 days have passed, you must follow the manufacturer's policy. Our PRIVACY POLICY is as simple as it gets: We value our privacy and we value your privacy. We do not sell, lend or rent our customer information to anyone. We do not SPAM our customers. We do have an email sale at least once a month, however, we notify only the customers that have signed up to receive our emails of these sales.