Website Questions:
- How do I add items to my shopping cart?
- How do I delete items from my shopping cart?
- I can’t add items to my shopping cart.
- I can’t delete items from my shopping cart.
- Do you accept backorders?
- What are cookies?
- What do I do if I forget my password and can’t log on to the site?
- Why does it ask for my password after I entered it when logging into the site?
- How can I pay for my order?
- Is there a minimum order size?
- Why are there several charges on my credit card statement when I only placed one order?
- How do I track my order and check its status?
- How soon will my order be shipped?
- My order arrived damaged. What should I do?
- When can I expect my order?
- Why can’t aerosols and/or OMD products ship via air service?
- Why do drop-shipped items take longer than the rest of my order?
- Will the motor freight company call me before delivery?
- Can I get a discount on my large order?
- How can I contact you directly?
- What do I do if there is a problem with my order?
- What is your return policy?
- When will I receive an email confirmation of my order?
- Will PetEdge match prices?
- How safe are PetEdge products?
How do I add items to my shopping cart?
Once you have selected the item(s) that you want to add to your shopping cart, simply select the quantity you wish to order and then hit the Add To Cart button to add the selected item to your shopping cart. At this point, you can continue shopping or check out. (Return to top)
How do I delete an item from my shopping cart?
Delete unwanted items from your shopping cart by selecting the "Remove Item (s)" button located on the right side of the item entry in your shopping cart. (Return to top)
I can’t add items to my shopping cart.
If your browser is set to refuse cookies, your shopping cart may report that it is empty. Our site uses cookies to keep track of the items in your shopping cart. If cookies are turned off, then the shopping cart feature will not work for you. If this is the case, your have two options. You can set your browser to accept cookies and you will be ready to start shopping. To learn more about adjusting cookie settings, please refer to the help contents of your Internet browser and search for "cookies". Or, you call call 800-698-9062 to place your order. (Return to top)
I can’t delete items from my shopping cart
If you cannot delete items from your shopping cart, you may be experiencing a cache problem. This means that when you attempt to delete the item (s) in your shopping cart, your request isn’t registering in your computer’s cached memory. This problem can be solved by clicking on the "Refresh" or "Reload" button on the top navigation bar of your browser. If you are still having trouble, you need to delete your cookies, and try again. To learn more about deleting cookies, please refer to the help contents of your Internet browser and search for "cookies". (Return to top)
Do you accept back orders?
We make every effort to ensure that our advertised items are available. In fact, over 95% of items are in-stock and ready for immediate shipment. However, due to the popularity of our products, some items, may be temporarily out of stock. We will accept back orders on items totaling $15 or more. However, we do not accept back orders on COD, APO/FPO boxes and orders outside the continental US. If you find that an item is out of stock and your order for that item does not meet the $15 minimum, your will be prompted to remove the item from your shopping cart. (Return to top)
A cookie is a small data file that is stored by your web browser on your hard drive. Our website uses cookies to keep track of your order and the items that you place in your shopping cart while you browse our site. Cookies are not harmful to your computer. They are simply a small text file that requires permission to be placed in your browser directory. On most browsers, the default setting enables you to accept cookies automatically.
Cookies enable you to place an order on our website and they enable us to personalize your online shopping experience. For example, we use cookies to remember what items are in your shopping cart, recognize you when you return to PetEdge.com and display products and information that are more relevant to you. We also use an anonymous cookie that does not identify individual customers and which enables us to study how our customers navigate through our website so that we can identify problems and make improvements that will make it easier for our customers to use our website. If you set your browser to refuse cookies, you may need to place your order via phone at 800-698-9062. (Return to top)
What do I do if I forgot my password and can not log on to the site?
All passwords are case sensitive. Please retry entering your password.
When you set up your account, you will be asked to select a question from a list and then be asked to type in your answer. If you forget your password, click on the "Forgot Password" link. Once you type in your email address at the prompt, you will be asked the question you selected when you registered your account. If you answer correctly, your password will be emailed to you.
If you still cannot log on to the site, let us know by emailing us at support@PetEdge.com, and we will reset your password for you. (Return to top)
Why does it ask for my password after I entered it when logging in to my account?
All passwords are case sensitive. Please retry entering your password. If you still cannot log on to the site, let us know by emailing us at support@PetEdge.com, and we will reset your password for you.
How can I pay for my order?
You have several payment options:
Credit Cards: We accept Visa, MasterCard, Discover, and American Express.
By Check: You may pay with either a personal or business check made out to PetEdge. After you have submitted your order, you will receive an order number. The order number should be written on the memo line of the check and mailed to:
PetEdge
Attn: Accounts Receivable
PO Box 1000
Beverly, MA 01915-0700
As soon as the check clears your order will be shipped. We will cancel any orders placed that are not in receipt of a check within two weeks.
Payment via certified check or money order will avoid the clearing period required by using personal or business checks.
Gift Certificates: PetEdge sells and accepts PetEdge gift certificates. To use a gift certificate, you will be prompted to enter the gift certificate number during checkout.
Open Account Billing: Terms are Net 30. Typically only government agencies and municipalities have the option to be billed for orders. We do offer open accounts to approved businesses who complete a credit application and provide credit references. To receive a credit application or for more details., please contact our finance department at 978-998-8100. (Return to top)
Is there a minimum order size?
There is no minimum order size. However, to keep our prices low, it is necessary to charge a $6.99 Processing Fee on orders that total less than $60 in merchandise. In the event that an order is being shipped to multiple addresses, each "ship to" address with a merchandise total under $60 will be charged a $6.99 processing fee. (Return to top)
Why are there several charges on my credit card statement when I only placed one order?
We will only bill your credit card once your items have shipped. If there are multiple shipments on your order, your credit card is charged as items are shipped. For example, items that are backordered or ship directly from the manufacturer may be billed separately. (Return to top)
How do I track my order and check its status?
Our site features live online order tracking. When you place an order, you will receive an email order confirmation which will contain a link so you can check on the status of your order. Or, you can go to the Customer Service section of our website and use your order number to check the status track of your order. (Return to top)
Tracking Shipments: When we ship your order, you will receive a Shipping Confirmation email with a link so that you can track the location of your order and see the anticipated delivery date. Package tracking is available at http://trackorder.petedge.com.
If you have any questions regarding tracking, please email us with your order number at support@PetEdge.com. Or, call us at 800-698-9062. (Return to top)
How soon will my order be shipped?
We pride ourselves on prompt and accurate shipping of all orders. Orders received by 2 PM EST Monday through Friday are shipped the same day. Orders placed after 2 PM are usually shipped the next business day. Weekend orders and orders placed on Friday after 2 PM will be shipped on Monday. Products with slightly extended delivery times, such as items shipped directly from the manufacturer, are identified with their expected delivery times noted. (Return to top)
My order arrived damaged. What should I do?
All shipments are fully insured, and damaged merchandise will be replaced promptly. If a package appears damaged at the time of delivery, you have the right to refuse it. If you discover the damage after opening the box, do not dispose of original shipping cartons or the damaged merchandise as examination by the carrier’s inspectors may be necessary. (Return to top)
UPS Shipments: Should damage occur in a UPS shipment, notify UPS immediately at 800-PICK-UPS and then contact PetEdge at 800-698-9062 Monday through Friday 7:30 am to 10 PM EST, Saturday 8 AM to 6 PM EST, and Sunday 12 PM to 6 PM EST, or email us at support@PetEdge.com.
USPS Shipments: If a Parcel Post package arrives damaged, have a local postal clerk verify the damage, then notify us.
Motor Freight Shipments: In a Motor Freight truck shipment, note any visible damage on the Bill of Lading and notify the carrier immediately. Then contact PetEdge as outlined above. (Return to top)
When can I expect my order?
Delivery can occur next day or take up to 3 business days after your order has shipped, based on your exact location. Areas like Boston, New York, Los Angeles and San Francisco that are close to our warehouses in Massachusetts and Nevada typically receive their orders next day.
Shipping Confirmations: Once your order has shipped, you will receive a shipping confirmation email with a link that will enable you to see the location of your order and its and anticipated delivery date.
Next Day/Expedited Delivery
Next Day Air Saver, 2nd Day, and 3-Day shipping are available for an additional charge. We recommend UPS 2nd Day Air for two-day service anywhere in the U.S. for a nominal cost based on the weight of the order. At final checkout, you can select one of these options and the cost will be automatically calculated for you. Please note that delivery times for Next Day Air Saver, 2nd Day and 3-Day refer to business days only and excludes weekends and holidays. Note: Aerosols cannot be shipped via air or outside the continental U.S. (Return to top)
Why can’t aerosols and or ORMD products ship via air service?
It is against Federal regulations to ship aerosols and/or products that contain hazardous materials (ORMD) via air service. (Return to top)
Why do drop shipped items take longer than the rest of my order?
Drop ship items are shipped directly from the manufacturer, while the remainder of your order is shipped directly from our Woburn, MA or Reno, NV Distribution Centers. Drop ship items are often made to order, so they may take an extra week or so. All drop ship products are noted on the product page along with delivery times from the manufacturer. (Return to top)
Will the motor freight company call me before delivery?
Yes, they will contact you to arrange for the delivery of your drop ship item. (Return to top)
Can I get a discount on my large order?
We offer grand opening discounts and quantity discounts on very large orders over $3,000.00. For a price quote or more details, please call and ask to speak with a Sales Representative at 800-698-9062 ext. 7183. (Return to top)
How can I contact you directly?
Contact us by phone, email, fax or mail
Hours: Monday through Friday 7:30 am to 10 pm EST, Saturday from 8 am to 6 pm EST, and Sunday 12 pm to 6 pm EST.
To Place an Order
By Phone: Call us at 1-800-698-9062 if you are calling from the U.S. or Canada. From all other countries, call 1-978-998-8100 and ask to speak to our International Sales Department.
By Fax: 1-800-329-6372 from U.S. and Canada. For international orders, use 1-978-998-8600. Please include your complete shipping and billing information, item numbers, quantities ordered, and credit card information, and, if applicable, request for expedited delivery. See more complete instructions under Ordering and Shipping information.
By Mail:
PetEdge
PO Box 1000
Beverly, MA 01915-0700
By Email: To place an order, email us at order@PetEdge.com
Customer Service
We are here to help! If you’ve already placed an order and have questions about it, require assistance from our Technical Support staff, or you can’t find a particular product Email us at support@PetEdge.com
By phone: Call Customer Service at 1-800-638-5754. (Return to top)
What do I do if there is a problem with my order?
All products that we sell carry our complete guarantee of satisfaction. If you have an issue, we want to make it right! Please email us at support@PetEdge.com with a description of your specific question or issue. We typically answer all emails within 24 hours. Or, call us at 800-698-9062, and we will be happy to assist you. (Return to top)
What is your return policy?
All products that we sell carry our complete guarantee of satisfaction. If for any reason you’re not completely satisfied, you can return it within 30 days. We will give you an exchange or refund (excluding freight), whichever you prefer. If you are dissatisfied, please call Customer Service at 800-698-9062, or email support@PetEdge.com. We want to make it right! If you need to return merchandise, call for a return authorization number . To process your return, you must print the return authorization number in the space provided on the pre-printed shipping label on the back of your packing slip. Please indicate what items you are returning, the reason for the return, and what action you would like us to take. Use the pre-printed label on your packing slip and send your return via UPS or insured mail to address on the pre-printed shipping label.
Drop shipped items (which are noted on the packing list) must be returned directly to the manufacturer. Please call 1-800-638-5754 for instructions for returning drop shipped items including a return authorization number and the address to send it to.
Restrictions: We regret that personalized items and videos cannot be returned unless there is a defect in workmanship. (Return to top)
When will I receive an email confirmation of my order?
You will receive an email confirmation within a few minutes of placing your order on our website. (Return to top)
Will PetEdge match prices?
Yes, we guarantee that our prices are the lowest. If you find a lower price elsewhere for the identical item (must be currently in effect for the identical item), send us a copy of the ad or catalog page, and we’ll match it. It’s that simple.
How safe are PetEdge products?
For over 50 years, PetEdge has been dedicated to building your pet-care business. As part of that commitment, the products we carry, from toys to treats to cages and pens to grooming supplies to tools and equipment, receive intensive quality and safety testing. It is our standard policy to analyze every prospective product from every possible angle before it can be considered for inclusion in PetEdge catalogs or on our website.
We regularly review Federal and State requirements to make sure our testing standards conform to or exceed the most current mandated regulations. We require our suppliers—both foreign and domestic—to submit documentation from independent testing laboratories that demonstrate that their products conform to these standards. Then, we follow up with rigorous in-warehouse testing systems to confirm that our high standards have been met. As always, all of us at PetEdge are here to support you in your efforts to provide safe and quality pet products. (Return to top)
