Frequently Asked Questions

 
FAQ
Shopping
  1. How do I shop online?
  2. How do I remove something from my cart?
  3. Is my information secure from others?
Shipping & Delivery
  1. What is the estimated delivery time for my order?
  2. If I place my order right now will it ship out today?
  3. Do you offer Priority 2-4 day shipping?
  4. Do you ship outside the US?
  5. Is free shipping for orders over $85 for US shipments only?
  6. Does the offer for free shipping on orders over $85 not apply when a coupon code for a percentage off the order total is applied during checkout?
  7. If I order on Friday overnight will I receive it by Saturday?
  8. What type of shipping services do you use?
  9. How do you ship?
  10. What is ORM-D?
  11. Can I sign up for auto reship program?
Orders
  1. Where can I track my order?
  2. How can I view my order history?
  3. Can I cancel my order?
  4. I never received my order.
  5. Why am I being charged tax?
  6. Do you match/beat competitor's price?
  7. Will you price match your Amazon price if purchased directly?
Returns
  1. What is your return policy?
  2. Where do I return my package?
  3. How to Return Items?
Payment
  1. What are my payment options?
  2. Do you accept PayPal?
  3. Where do I send my check/money order payments to?
  4. Why did your website not require me to enter the security code on my credit card when I was placing my order?
  5. When will my credit card be charged?
  6. Why was I double charged?
Coupons / Promotions
  1. Can I redeem more than one coupon/promotion offer?
  2. Where do I find the coupon code on the newsletter?
  3. When I click on the link in the newsletter that is supposed to take me to the coupon, nothing happens or it takes me to the homepage.
  4. How can I sign up for coupons?
Contact Us
  1. How can I contact you?
  2. What are your call center hours?
Other
  1. How is it that you can sell these so much cheaper than my vet?
  2. I don't see my question.
 
Shopping
  1. How do I shop online?
  • Place an item(s) in your shopping cart by clicking on the Add To Shopping Cart buttonbutton, which is located below the product description on each product page.

  • Choose Checkout Buttonat the bottom of your shopping cart after you are done shopping.
    Prior to checking out, you can also Register to create a login and password for easy repeat ordering, so you don't have to re-enter information every time you order.

  • Complete the checkout process by providing billing and shipping information. If you have a Coupon / Promotional code that can be redeemed from this store, please enter the offer code in the box "Coupon / Promotional Code" and click "Apply."
    Coupon Apply

  • Submit a valid credit card. You can also choose the Check/Money Order payment option but you must write a check payable to HealthyPets.com and mail it to our address. We will ship your order upon receipt of payment.
  1. How do I remove something from my cart?
    2. Re-enter your 
Shopping Cart
    and click the "remove" link under the name of the product you wish to remove.


  1. Is my information secure from others?
    All credit card transactions are completely secured. We use industry-standard 128-bit SSL encryption. We are members of the TRUSTe site privacy program and have conformed to their standards for online privacy. For more information on our Privacy Policy, click here.
Shipping & Delivery
  1. What is the estimated delivery time for my order?
    2. Orders will generally take 4-8 business days to arrive, depending on location, size of item, and quantity ordered.


  1. If I place my order right now will it ship out today?
    2. Orders are generally shipped the same day that they are placed (Except Holidays and Weekends). All other orders will ship out the next business day.


  1. Do you offer Priority 2-4 day shipping?
    2. We do offer Priority Shipping at an extra cost.


  1. Do you ship outside the US?
    2. We do ship international, but some restrictions may apply. Shipping is automatically calculated when you enter your address information. Certain international shipments may require extra shipping cost due to weight or country location. If this is required, your order will be held until we can advise you of extra charges. Please note, we do not ship pet food or refrigerated items internationally and we do not ship any edibles to Brazil.

Other Shipping Restrictions.

  1. Is free shipping for orders over $85 for US shipments only?
    2. Unfortunately due to high shipping costs for International orders we are unable to ship orders over $85.00 for free. International shipping may vary depending on the size, weight, and location your order is being shipped to.


  1. Does the offer for free shipping on orders over $85 not apply when a coupon code for a percentage off the order total is applied during checkout?
    2. The offer for free shipping on orders above $85 can be combined with a coupon code for a certain percentage or dollar value off of the order as long as the order total is still $85 or more.


  1. If I order on Friday overnight will I receive it by Saturday?
    2. There is no weekend delivery, so orders shipped Friday overnight will arrive Monday. Place your order before 11:00 AM PST (2:00 PM EST) and your in stock items will ship on the same day they are placed with us. Any order placed after that time will be shipped the next business day. Overnight shipping is not available in Alaska and Hawaii.


  1. What type of shipping services do you use?
    2. Our shipping carriers are USPS, FedEx, DHL, and OnTrac. Our time frame for shipping ranges from Regular Ground shipping 4-8 business days, Priority shipping 2-4 business days, and overnight shipping.


  1. How do you ship?
    2. We ship using FedEx or USPS depending on the size/weight of the entire package. Larger items ship FedEx, and smaller items ship USPS.


  1. What is ORM-D?
    2. ORM-D is a marking for mail or shipping in the United States that identifies "Other Regulated Materials-Domestic". These items will be marked with a blue label and will only ship out via ground.


  1. Can I sign up for auto reship program?
Click here
     to see details about our auto reship program.
Orders
  1. Where can I track my order?
    2. Order Tracking is 
available online
    . Enter your order number from your email and find out when your order is expected to arrive.


  1. How can I view my order history?
    2. Log into 
My Account
     and select Order History.


  1. Can I cancel my order?
    2. We do not bill customers for their order until after the products have shipped. Therefore, a cancellation request for an order can be made if it has not been sent out yet. If the request is made after the order was shipped, the return procedures will need to be followed upon receipt of the merchandise by the customer. We generally ship orders within 24 hours after they are placed. Once the merchandise is returned to our company, we will issue a refund.


  1. I never received my order.
    2. Most orders arrive within the estimated delivery time of 4-8 business days. International orders do take longer to arrive. 
Click here for more information on international orders.

  1. Why am I being charged tax?
    2. If you live in California, tax is applicable.


  1. Do you match/beat competitor's price?
    2. We match or beat competitor's prices at the time of ordering.* (*Applies only to companies in the U.S. selling EPA/FDA approved products. Please call our customer service line to price match) We only ship U.S. FDA/EPA approved products.


  1. Will you price match your Amazon price if purchased directly?
    2. We will price match any of our Amazon prices when ordering through our direct website.
Returns
  1. What is your return policy?
    2. We only accept returns on unopened items, 30 days from the original purchase date. Any newly packaged, unopened product may be returned. A refund for the order amount minus the shipping charge will be given upon return of items. RESTOCKING FEES of up to 20% may apply, depending on the item. Please call us at 800-889-9475 to obtain return authorization before returning any product. Please have your Healthypets Order number ready when you call. We do not accept any refunds on size substitutions on articles of clothing (pet costumes, t-shirts, etc). All purchases of clothing are final. We recommend sending returns to us in a secure box and by UPS or insured receipt for your protection. A copy of your packing slip in the box and your issued RMA (Return Merchandise Authorization) number on the copy of your packing slip will expedite the processing of the refund, which generally takes 48-72 hours upon receipt of the return.


  1. Where do I return my package?
    2. Please call 800-889-9475 for a Return Authorization Number and send returns to: Healthypets.com 34501 7th Street Union City, CA, 94587


  1. How to Return Items?
    2. Options for MAKING A RETURN BY MAIL


Option 1: Request a postage-paid return label.
    Please allow up to 3 weeks for us to receive and process your return with a prepaid label. We will deduct $10 from your order refund for return postage when using the postage-paid return label. Return tracking information will be available online once the package has been scanned with the carrier. You will receive an e-mail once your return is processed and the refund is issued.
    • Before sealing your package please make sure to include a copy of the invoice or email confirmation.
    • Affix the printed return label to the outside of your box.
    • For USPS Labels - leave your package where you normally leave outgoing mail or take it to your local post office.
    • For FedEx Labels - please bring the package to your nearest FedEx or Kinko's
    To receive a prepaid label please request one when calling for an RMA number.


Option 2: Pay the return postage yourself.
    The package can be taken to a postal carrier of your choosing and mailed to the following address:

    EntirelyPets.com - Returns

    34501 7th Street

    Union City, CA 94587


    This address can only be used to return items purchased at 
EntirelyPets.com
    .

    34501 7th Street

    Union City, CA 94587
Payment
  1. What are my payment options?
    2. Payment may be made by Visa, MasterCard, Discover, American Express, JCB, or Check/Money Order. Checks/Money Orders should be made payable to Healthypets.com and must be mailed PRIOR to shipment.


  1. Do you accept PayPal?
    2. PayPal is only accepted on orders placed on 
Healthypets eBay Store
    . All orders placed on our website or with a Sales Representative are only taken by credit card, check, or money order.


  1. Where do I send my check/money order payments to?
    2. Please send checks/money order to: 710 S. 13th St. Suite 900 PMB# 384 Norfolk, NE 68701


  1. Why did your website not require me to enter the security code on my credit card when I was placing my order?
    2. The security code is only required to verify charges on orders that do not have a billing address matching up to the credit card provided. It would be requested for any orders which are being billed to an address listed outside the United States.


  1. When will my credit card be charged?
    2. Our system does not charge your card until your order is shipped.


  1. Why was I double charged?
    2. Upon placing your order, your credit/debit card will be Authorized to verify your identity and for your security. Due to this verification process your financial institution may hold funds in the amount of the order or more (up to double the amount) depending upon their policies. Any amount greater or different than the actual transaction will be returned to your credit card at their discretion and after the actual transaction is done (usually 1-5 business days).
Coupons / Promotions
  1. Can I redeem more than one coupon/promotion offer?
    2. Only one coupon or special offer can be redeemed at any one time. Coupons / promotional offers may not be combined. Coupons are non-transferable and are not redeemable for cash or credit.


  1. Where do I find the coupon code on the newsletter?
    2. Scroll down near the bottom of the newsletter. It is usually a word or a phrase that needs to be entered exactly as it is displayed into the allotted space to receive the discount.


  1. When I click on the link in the newsletter that is supposed to take me to the coupon, nothing happens or it takes me to the homepage.
    2. Go back to the newsletter and scroll down near the bottom of the newsletter. It is usually a word or a phrase that needs to be entered exactly as it is displayed into the allotted space to receive the discount.


  1. How can I sign up for coupons?
Click here
     to sign up for our coupons.


  1. Are there any categories, brands, or products that are excluded from promo codes? Promo Codes apply only to qualifying items. Some promotions may not apply to all items in a category or brand. Please see the following brand exclusions: AquaSafe, BabyDan, Fortiflora, GlycoFlex Classic, GoPet, K9Advantix II, Orijen, Petpals, Phycox, Piddle Place, Ulcergard. Certain items may not qualify for any promotional codes. If this is the case, your coupon will not be valid at checkout. Please reach our customer service if you have any questions or concerns regarding exclusions.
Contact Us
  1. How can I contact you?
    2. You can reach us via

    Phone: 1-800-889-9475

    Live Chat: Online

    Email: sales@healthypets.com


  1. What are your call center hours?
    2. Our call center hours are:

    Monday & Tuesday (PST) 6:00 AM - 5:00 PM

    Wednesday - Friday (PST) 6:00 AM - 5:00 PM

    Saturday (PST) 8:00 AM - 3:00 PM