FAQ
Q: How much does postage and shipping cost?

A: We offer FREE SHIPPING on all orders irrespective of the size. We also offer tracked shipping for just $4.55.

Q: Where are the orders SHIPPED from?

A: All orders are shipped from our warehouse in the United Kingdom. The delivery time would range from 7-10 business days depending on which part of the US you live.

Q: Are your prices in US dollars?

A: Yes, all the prices on PetCareSupplies.com are in US dollars.

Q: Do I need a prescription to order from you?

A: PetCareSupplies.com does not sell prescription products. We only sell pet supplies so no prescription is required.

Q: How long will my order take to arrive?

A: To keep our prices low, orders are shipped from outside the US. More than 98% of our orders are shipped within one or two working days.

Delivery time depends on the processing time taken by the postal services and the location. A recent survey of our customers shows that:

75% of orders arrive within 7 days

91% of orders arrive within 10 days

99% of orders arrive within 21 days

We recommend you to allow a delivery time of 7-10 working days to the US from the date your order is shipped. Customers are advised to order 3 to 4 weeks before their pet requires treatment.

Please Note: Orders being delivered to locations other than the U.S. will take an average of 2 to 3 weeks.

Q: What if I do not receive a shipping confirmation email?

A: If you have not received a shipping confirmation email within 24-48 hours of placing your order, please check your spam folder. If you are unable to find your shipping confirmation email within 48 hours, please contact us immediately via an email or call us.

Q: What if I do not receive my order?

A: If you do not receive your order within 28 days of shipment, please call our customer service team on our Toll Free 1-800-788-2124 (Mon to Sat 9 AM to 6 PM CST) or email us at customercare@PetCareSupplies.com.

During certain periods of the year such as Xmas & New Year, deliveries may be delayed due to an increase in postal volume or weather conditions. We recommend that you place your order well in advance to avoid disappointment.

Q: Is Shopping with PetCareSupplies.com secure?

A: Buying online from PetCareSupplies.com is safe and reliable. To ensure your payments are secure, we use the latest available 256-bit encryption technology (also known as SSL Technology).

Your credit card details are never sent by email and we will never disclose your details to anyone without your permission.

Q: What do I need to do if I want to change my order?

A: Please contact us Toll Free on 1-800-788-2124 or email us at customercare@PetCareSupplies.com immediately.

Since orders are shipped within 24-48 hours, it’s important that you let us know of any changes as soon as possible.

Q: Will you keep my personal details private?

A: Yes. We understand that your privacy is important, that's why we will never pass on your name, address or email address to anyone without your permission.

The information you provide to us is secure and only held for the purposes it is provided, such as processing of your payment and dispatching your order. For more information, check our Privacy Policy.

Q: I have a coupon code, how do I use it?

A: If you have a valid coupon code, you can enter it in the coupon code box on the shopping cart and click on the Apply button. If the code is valid, you should be able to see the discount on the total amount. You can then proceed to checkout.

Q: I am having trouble accessing my shopping cart, what am I doing wrong?

A: This could be due to a problem with the cookies setting on your computer. It may have expired or may not have set properly, causing you to be booted out. Sometimes though it’s just one of those "internet" things, which can happen.

We would suggest that you try again and see if you are still having a problem ordering. If you are, please call us Toll Free 1-800-788-2124 (Mon to Sat 9 AM to 6 PM CST) and order over the phone.

Q: I'm not happy with my order, what can I do?

A: If for any reason you are not happy with any of the products you have received, send us an email at customercare@PetCareSupplies.com or call us Toll Free 1-800-788-2124 (Mon to Sat 9 AM to 6 PM CST) to arrange for return and refund. Please do not ship them back or post them as "Return to Sender" until you have spoken to one of our representatives.

Q: How do I return my order?

A: If you would like to return your order, please contact our customer service team for authorization. They will provide you with a return authorisation number and advise you further on the process.

Please do not mail back any returns without contacting us.

Q: Will all returns be accepted and refunded automatically?

A: All authorized returns will be accepted and refunded. If for any reason you are not happy with your order, please send us an email as soon as you receive the order. Our team will authorize the return and provide you with the return authorization number. However, if you have returned the order without taking return authorization from us, then we will not be able to issue a refund.

Please ensure that the product is returned unopened in its original packaging. Unfortunately, we cannot accept returns of "clearance stocks".

Q: Are your products genuine brands?

A: All the products we sell are genuine products manufactured by the same manufacturer who makes the equivalent product for the US and other markets worldwide. We source our products internationally to pass on discounts to our customers but there is no compromise on quality and we only buy from authorized wholesalers.

For instance, all Frontline Plus sold in the world is manufactured in the same way and usually at the same place. All the vials are made exactly the same with the same concentration and then stamped with the appropriate regulatory information depending on which market it is being sold in. The US version has FDA approved packaging while, the Australian version has its own regulating authorities approved packaging and the UK has its own markings.

The international versions of the EPA and FDA are equally strict as their counterparts in the US. The instructions for use and safety directions are in English, the color-coding of the pack sizes are the same as in the US but you should note that the sizes are written in the metric system (kilograms instead of pounds) and care should be taken that the appropriate dose is given.

Q: Does your Frontline Plus control ticks?

A: In the US, Frontline Plus for Cats and Frontline Plus for Dogs is registered for the control of fleas and all stages of deer ticks (the major carrier of Lyme disease), brown dog ticks, American dog ticks, and lone star ticks. This product may be sourced from outside of the US, so no mention is made of these US ticks on the packaging. This product, however, has exactly the same ingredients as Frontline Plus for Cats and Frontline Plus for Dogs sold in the US so it will cover the same ticks.

Q: My card keeps being declined, but my card is not overdrawn. What can I do?

A: Some credit card companies do not permit cardholders to make international transactions without prior approval. If your credit card is being declined, please try contacting your credit card company and ask them to make sure transactions with PetCareSupplies.com are not blocked.

Q: My credit card statement shows a "foreign card fee" or “International Fee” as well as my payment to you?

A: Unfortunately, as we are based outside of the US, a few credit card companies impose a small "foreign transaction fee" on your purchase. This happens rarely, and if it does, it's usually only 1% or 2% of the transaction value. If you are unsure whether your credit card company imposes such a fee, you may wish to contact them before you place your order.

Q: Sometimes images on website are different from product received, why?

A: All images shown are for illustration purposes only. The actual product may vary due to product enhancement or changes made by our supplier. Sometimes, due to differences in monitors, the colors of products may also appear different from those shown on the site. Also, some products may have an associated image for reference and illustration purposes only.

Q: What if I have more questions?

A: If you have any questions on our products or service, please call us Toll Free 1-800-788-2124 (Mon to Sat 9 AM to 6 PM CST) or email at customercare@PetCareSupplies.com.

If you are in any way concerned with your animal's health, consult your local vet immediately. Please note, we are unable to provide advice on individual complaints or ailments.