Please Select a topic below
How do I place an order in your store?- What forms of payment do you accept?
- How secure is your payment processing?
- How do donations really work?
- Do you ship to APO addressees?
- I requested UPS Ground shipping and you shipped USPS Priority Mail. Why?
- How long does shipping take?
- How do you calculate shipping charges?
- Do you ship to international addresses?
- May I pickup my order at your store?
- What is your Return & Exchange Policy?
- May I Order by Telephone?
- I placed an order but did not receive email verification of my order. Why is that?
- How do I logout of my account?
- When I attempt to view your store menus they are cutoff and do not display properly. What do I do?
- I can only place one item at a time in my shopping basket. This is annoying. I want to by more than one item, but when I put an item in my basket the previous item is removed.
- Is the flea and tick treatments you sell approved for sale in the U.S.?
- What does the Promo Code box mean at checkout and how do I participate?
How do I place an order in your store?
1. Add Items to Your Basket
To shop at RescuePetStore.com, just locate an item you'd like to purchase and click the "Add to Basket" button. These buttons are usually found beside featured products, on product pages, and search results pages. Clicking this button places the item in your Cart. Each time you click "Add To Basket", the page will refresh and display the newest item in your Basket, as well as previous additions, Shipping Calculator, and links to "Secure Checkout".
2. View Entire Basket
You do not have to view your entire Cart before you check out, but it's a great place to look over your order. The Basket displays all the items you have selected and lets you make adjustments. You can increase or reduce the number of items you'd like to buy, or remove items from your Basket. It also provides a subtotal -- before any shipping charges and taxes are applied -- for your purchase. Once you're comfortable with the items in your Cart, click the "Checkout" button.
3. Checkout
All customers are taken to our Information page. If you have created an account in the past, and have not logged in to your account, you may do so from a link provided on this page. If you don't have an account and would like to create one, click "My Account" on the top menu bar and select "Create New Account" and we'll let you create an account as you check out. You may also checkout without creating an account
4. Provide Shipping Details
We'll ask you to provide your Ship To: address and a valid email address so we can provide you with your invoice, credit card receipt, and order status reports. Please remember to provide all required information accurately. Failure to do so will cause delay or cancellation of your order. Please be advised that anti-spam software may inadvertently block our email. If you do not receive a receipt upon placing your order check your spam/delete folder before contacting us. Once you enter this information, click "Continue."
5. Choose a Payment Method and Shipping Method
Here you select your payment method and shipping method. You will also be given the opportunity to select a rescue organization to receive your donation. Remember, this doesn't cost you a cent. We give the donation in your name. Once you enter this information, click "Continue."
6. Placing Your Order
You're done! Finally, we display a page with your complete order and order number, which you can print and save for your records. Shortly after this page displays, you will receive an email confirming the details of your order.
What forms of payment do you accept?
We accept the following major credit cards: Visa, Mastercard, Discover Card, and American Express. We also accept payment through PayPal.
Please contact us directly with any questions.
How secure is your payment processing?
We use Authorize.Net for our payment processing through 128-bit encryption. The security of our site is protected by AlertSite. AlertSite maintains our security compliance and provides protection against hackers and credit card theft.
PayPal payments are processed on their own server and are protected by PayPal security.
How do donations really work?
We support animal rescue by contributing 10% of the total purchase price (less shipping and applicable taxes) to the rescue group via an Affiliate link displayed on our Affiliate's website. We no longer make direct contributions to animal rescue groups that are not registered with our Affiliate Program. If your favorite rescue group does not display a Rescue Pet Supply banner, indicating their participation in our program, have a representative contact us for details. Click Here for a list of Affiliates.
Do you ship to APO addressees?
We do ship via USPS Priority Mail to APO addresses. This selection is available during checkout. In some cases there are weight and size restrictions. If you have questions please contact BEFORE ordering.
I requested FEDEX Home Delivery and you shipped via US Mail. Why?
On rare occasions the method of shipment you select will not be available for the size and shape of the product(s) you order. If you select a method of shipping and a different method is preferable based on carrier restrictions, size of the item, the cost of shipping, and the time in transit, we may choose to ship via an alternative method. Economy or Standard shipping requires up to 8 days for delivery depending on your location. For example, west coast orders usually require 6-8 days for delivery.
Our shipping cost computation are estimates. The cost may be more or less depending on such things as urban or rural delivery rates. If the cost is excessively more, you will be contacted regarding the shipping adjustment.
All of our shipments have a delivery time from 1-5 business days depending on where you live. If you have a special situation that requires expedited shipping please contact us directly before ordering.
How long does shipping take?
This is a broad question and we will attempt to answer it as best we can.
Lupine Pet Products are shipped directly from the manufacturer in New Hampshire via USPS First Class mail. Delivery time is from 3 - 5 day depending on your location.
Booster Bath products are shipped from the distributor and are assembled or packaged at time of order. Please allow at least two weeks for delivery.
Skamper Ramps are shipped from either the manufacturer or from our warehouse. Both on the east coast. Transit time for either UPS or Fedex is up to 5 days to the west coast.
Snoozer Pet Products manufactures or distributes all Lookout Car Seats, Snoozer Pet Beds, Cozy Cave, Kitty Kondo and other fine products. Always allow at least two weeks for your order to be processed and delivered. All orders are shipped via UPS.
The remainder of our product inventory is shipped from our warehouse usually within one to three business days. Orders paid by PayPal eCheck are shipped within one to three business days of the check clearing our bank. If the item is not in our warehouse inventory, shipping may be delayed. Economy or Standard shipping is 2-8 days depending on your delivery location. West coast orders usually require 6-8 days for delivery. Priority Mail is delivered within 1 - 3 days of shipping. Please refer to the UPS Transit Map below for delivery time from our warehouse. Remember that transit time is in BUSINESS DAYS.
How do you calculate shipping charges?
We consider our shipping charges to be a Shipping & Handling charge. This means that we take into consideration the prevailing shipping rate, (supplied by the U.S. Postal Service, Federal Express, and UPS), plus the cost of materials including boxes, cushioning materials, shipping labels, etc. to calculate the Shipping & Handling charge for each package. In most cases the total cost of shipping a package in greater than the amount charged to the customer. You may calculate the cost of shipping by using our "Calculate Shipping" feature available on the "Shopping Basket" page. You must add an item to your basket before this feature is available. All shipping options displayed may not pertain to your particular order.
The shipping charge you select is the final shipping amount you are charged. The method may be changed at our discretion based on the products you have ordered. We do not attempt to bill you later for additional shipping charges, nor do we refund shipping charges based on a lower rate that you could have selected.
Do you ship to international addresses?
We do ship to addresses outside the continental U.S.
We ship internationally via USPS Express Mail International since this methods allow for tracking and insurance.
Notice to International (non-U.S.) Customers Only: Please be advised that most countries charge duties and taxes on shipments originating from outside of their borders, especially the U.S. Any customs duties, fees, and/or taxes are the responsibility of you, the customer, and will be due before you can receive your shipment. If you are unaware of the charges that you may incur, please check with your customs agency before we complete the processing and shipping of your order.
Please contact us prior to ordering for information regarding shipping cost and delivery time for orders shipped outside the U.S.
May I pickup my order at your store?
Rescue Pet Supply now offers "Pickup at Store" order pickup at our office located at 8825 Westgate Park Dr. #102, Raleigh, NC 27617.
This service is offered for our customers who live within a reasonable driving distance of our office location and would like to save the cost of shipping. By selecting "Pickup at Store" as your shipping method, no shipping charge will be added to your order. You must live within an area serviced by zip codes beginning with "275-277" for this option to appear. If you would like to use our "Pickup at Store" service and this option does not appear, please contact us by telephone to place your order. This service is also available for those on vacation and RV travellers.
Once your are notified via Order Status report that your order is available for pickup we hold your order for three business days. Special order items are returned to the manufacturer after three business days. A restocking charge may apply if you fail to pickup your order in a timely manner.
Please contact us by telephone at 1-866-454-7387 with your questions.
What is your Return & Exchange Policy?
We have a No Hassle return policy.
We appreciate your patronage. If you are not completely satisfied with an item, simply return it in its original, unused condition within 15 days of receipt along with the original invoice and it will be refunded, replaced, or exchanged for you. This does not include shipping and handling charges. Items not part of an exchange are subject to a 15% restocking fee with the exception of products listed below as Special Circumstance Items.
Prices are subject to change without notice. Because of the possibility of typographical or human error, Rescue Pet Supply disclaims responsibility for errors. Rescue Pet Supply also disclaims responsibility for the use or misuse of products and the methods of use described in this website. The manufacturers label should always be followed. NO Rescue Pet Supply employee is authorized to recommend any deviation from label usage. Comments and statements regarding products in this website are intended to be correct and accurate, but the customer should be guided solely by their own judgment and opinion coupled with professional veterinary advice which should be sought in animal health matters.
Special Circumstance Items
"Skamper Ramp"- Due to the nature of this product we impose a 25% restocking charge on returns. In order to install and use this product properly it must be submerged in the water and attached to your pool or dock, making it impossible to return it in its new and resalable condition. Please be sure when you purchase this product that you are prepared to spend the time necessary to train your pet to make use of this product in case of an emergency.
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Lupine Pet Products - All Lupine returns or exchanges must be accompanied by a return authorization number. Contact our Customer Service department BEFORE making any Lupine return.
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Free Ship Items:
Items purchased under a "FREE SHIPPING" promotion are subject to a 25% or $10.00 (whichever is greater) restocking charge unless we made a mistake with your order. This does not apply to product exchange.
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Free Items:
Items offered free (BOGOs) with the purchase of another item must be included in any return for the return to be valid. -
Vaccines:
Non-returnable and non-refundable.
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Books:
No refunds will be given on books.
Please contact your Customer Service Rep at 1-866-454-7387 if you have questions or need assistance.
-Rescue Pet Supply
May I Order by Telephone?
Yes, we do accept orders by telephone. However, the quickest and safest way to order is via our online order system. Our website is exceptionally secure and is certainly more secure than an unencrypted telephone line for passing confidential information. If you wish to place your order by telephone, call our toll free number, 1-866-454-PETS(7387), during regular business hours of 9:00am to 4:00pm, Monday through Friday. If you receive a recorded message please leave your contact information, (name and daytime telephone number), and the best time to contact you. We will return your call within two business day.
I placed an order but did not receive email verification of my order. Why is that?
In most cases the reason that you do not receive a credit transaction receipt and an email copy of your invoice is that you are using a spam filter or ISP service that is filtering your email. For example, if you are using Earthlink, our email receipt will generate a request from Earthlink, on your behalf, requiring us to verify the nature of our contact before the email is allowed to be delivered to your email Inbox. Unfortunately, we do not have the time nor the manpower to respond to these requests. The solution: Add our domain, rescuepetstore.com, to your list of approved or authorized domain from which you will receive email. We also have instances where customer's have left a fake email address to avoid incurring spam messages. Be advised that we do not sell or give your email address to any third party and we do not send unsolicited emails.
How do I logout of my account?
We no longer use accounts to save customer information. Through a survey performed by a large customer satisfaction and marketing company we found that most people do not like to create an account when making a purchase on the Internet. Through a ransom survey of our own we found the same response. Therefore, we have streamlined our checkout process so that creating an account is not necessary. Tracking of your order and your order history is still available through the Order Status page.
When I attempt to view your store menus they are cutoff and do not display properly. What do I do?
Our new online store was developed to accommodate a large range of Internet browsers. Most specifically, we are compatible with all the current versions of Microsoft Internet Explorer, Mozilla Firefox, and Apple Safari browsers. We are also backward compatible with some of the previous versions of these browsers. Unfortunately, we cannot be compatible with all the older browser versions. In particular, if you are using an AOL version browser it is recommended that you upgrade to another browser immediately. To best enjoy the functionality of our online store, and to improve your overall Internet experience, we suggest upgrading to the latest version of whatever browser you prefer to use. We have included below links to upgrades websites for the more popular browsers. These upgrades are free and generally perform the upgrade automatically. Please consult your ISP (Internet Service Provider) if you require further assistance.
Microsoft Internet Explorer Upgrade
Mozilla Firefox Browser
Apple Safari Browser
I can only place one item at a time in my shopping basket. This is annoying. I want to by more than one item,
but when I put an item in my basket the previous item is removed.
Shopping baskets function by tracking your interaction with our store from the first moment you arrive to the time you leave or place and order. During this period your process is tracked by cookies. The problem occurs if you have your Privacy settings adjusted too high to accept cookies. We do not place advertising or third party cookies on your browser, but you must have your level of security set so that your browser will accept our cookies. Otherwise, you will not be able to process your order properly. For information on how to change the privacy settings go to the "Help" section of for your particular of browser.
Is the flea and tick treatments you sell approved for sale in the U.S.?
We only sell FDA and EPA approved and certified flea and tick treatments. The EPA registration number appears on all of our packaging. Every product that we sell is legally sold within the U.S and is approved by the appropriate authority.
What does the Promo Code box mean at checkout and how do I participate?
Coming September 1, 2010!
What are Customer Reward Points?
Effective September 1, 2010 Rescue Pet Supply will launch our Customer Reward Program. Login to an existing account or create a new account to start accumulating Customer Reward Points. These points are then added to your account every time you place an order online. Use these points to save money every time you place an order or you can save your points and redeem them at another time. There is a $10 minimum purchase to accumulate points. Customer Reward Points are redeemed during the checkout process and are applied to the order total excluding shipping and taxes.
What are Promotional Coupons?
From time to time we issue promotional coupons on Twitter, Facebook, and monthly within our Rescue Pet Supply Newsletter. Use these coupons/codes to save money on your next order. Customer Promotional Coupons/Codes are redeemed during the checkout process and are applied to the order total excluding shipping and taxes.
If you don't find an answer to your question below please call (866)454-7387 for a friendly customer service representative who is focused on your satisfaction.
