My basketPlease 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?
- Who may receive a donation?
- Must I select a listed Favorite Rescue Group to receive my donation?
- When are donations sent to the selected rescue organization?
- I have a great rescue story. How do I tell you about it?
- 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 office?
- 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?
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?
Quite simply, we contribute 10% of the total purchase price (less shipping and applicable taxes) on orders greater than $50.00 to the rescue group you select during checkout. If you come to our store via an affiliate link on a rescue group website, the group earns 10% with no minimum order. If your favorite rescue group does not appear on the list please have them contact us directly to find out how to be added as a recipient.
Who may receive a donation?
Our customers may choose a rescue group from our list of "Donation Recipients" during checkout. If you have a favorite rescue that is not listed, you may have a representative of that group contact us directly. All recipients of donations must be a registered 501(c)(3), "not for profit" organization. We do our best to insure this by vetting all recipients through various national non-profit group registries and by direct contact. Any organization, at our sole discretion, found to pursue or support a political agenda beyond the scope of animal rescue, will not qualify for our program. Also, any groups that use the label "rescue" to operate a "pet for sale" business, will be removed from our list and no further donations will be sent to them.
Must I select a listed Favorite Rescue Group to receive my donation?
Making a donation is completely voluntary. We provide a list of registered, verified animal rescue groups for you to choose from during checkout.
When are donations sent to the selected rescue organization?
Donations are mailed on or about the 1st of each month, at least 30 days after the sale is finalized. For example, the donation for a sale on June 2, would be mailed on or about August 1.
I have a great rescue story. How do I tell you about it?
We encourage the submission of interesting rescue stories so that we can share with our visitors the great results that can be had when adopting a rescued animal. Send us your story to info@rescuepetstore.com with "Rescue Story" in the Subject line. We can't guarantee to publish every story, but we will do our best.
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 UPS Ground shipping and you shipped via US Mail. Why?
The shipping methods displayed at checkout are meant as guidelines only. If you select a method of shipping and a different method is preferable based on the size of the item, the cost of shipping, and the time in transit, we may choose to ship via a different method than you selected. We do not differentiate between UPS Ground and US Mail. Both are methods of ground shipping.
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.
We do not offer overnight shipping. 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.
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.
Snoozer Pet Products manufactures or distributes all Lookout Car Seats, crate pads, Cozy Cave, Kitty Kondo, and most of our pet beds. 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 personal check or 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. 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?
Shipping charges are calculated by shipping weight using the rate calculators supplied by the U.S. Postal Service and UPS, which are our shipping methods of choice. Shipping charges may be viewed by placing items in your Shopping Basket and using the "Quick Total" shipping calculator.
Do you ship to international addresses?
We do ship to addresses outside the continental U.S.
We ship internationally via USPS Priority International and UPS since these 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 office?
Rescue Pet Supply now offers "WILL CALL" order pickup at our office located at 6104 Westgate Road, Suite 115, 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 "WILL CALL" 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 "WILL CALL" 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 stand behind the quality of all our products. You may return any item in its new, original and unused condition, for any reason, for 30 days after your purchase date. We will gladly issue store credit covering the value of your return that may be used to purchase any item(s) we carry, or we will issue you a full refund--it's your choice! A restocking charge of 15% or $5.00 (whichever is greater) will be applied to returned items unless we made a mistake with your order. If we have made a mistake, we will also refund the shipping. Click here for Return/Exchange Form
The exception to our return policy is the "Skamper Ramp", Code No. SKR-1/SKR-3. Due to the nature of this product we impose a 50% 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.
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?
Select (click on) the "My Account" link from the top menu on any page. From within your account you will find a "Logout" link. Keep in mind that only you have access to your account when logged in, and only from the computer you are using at that time. No one else can access your account from any other computer. If you are using a computer other than your own personal computer you may also delete the cookies cache from that computer and remove any trace of your previous login.
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
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.
