Ordering Information for Our Customers
Do you have a Price Match policy?
PetSolutions wants to make sure you always get the lowest guaranteed price on your pet supplies. That's why we offer a Low Price Guarantee! Simply tell a Customer Service Representative about a competitor’s advertised price and website. Your order will be adjusted before you hang up the phone. For more information, please read the full Low Price Guarantee policy.
What payment methods can I use at PetSolutions?
PetSolutions accepts Visa, MasterCard, Discover, American Express, and PayPal.
You may also use a certified check, money order or personal check if you wish to mail your order. Send your order and payment to:
ATTN: Customer Service
802 N Orchard Ln
Beavercreek, OH 45434
Please note, customers mailing orders with a check or money order should calculate and include applicable taxes and shipping costs of the order in the check total. Orders paid by check will be held for approximately two weeks for check clearance. Any overpayments will be promptly refunded. Shipping charges are added automatically to credit card orders.
What if an item I order is out of stock or backordered?
Sometimes, stock shortages occur. Products may go out of stock if:
- Demand for a product is higher than expected.
- The manufacturer has backordered the product. This can occur due to a shortage of parts, materials, etc.
- Transportation strikes or natural disasters, such as floods, snow storms, etc.
Backorders are shipped to you by best method, and you will not pay any additional shipping fees. We do not backorder live animals or frozen food items.
How do I know if I'm ordering what I want or need?
PetSolutions Customer Service Representatives are available to answer any questions you may have about products we sell. Please speak to one of our Customer Service Representatives before ordering if you are unsure about a product.
In addition, our website contains detailed images and information to represent our products. Please note, the colors shown may not always be exact. Manufacturer design revisions and color variations may also exist. Our prices, products, availability and offers are subject to change without notice. PetSolutions is not responsible for potential graphical display variations or typographical errors.
PetSolutions live saltwater orders, live freshwater orders, live reptile orders, frozen orders, and refrigerated orders are automatically placed separately from dry goods orders and have separate shipping fees and schedules.
What are your Customer Service hours?
Our Customer Service Representatives are available:
Monday - Friday: 8 AM to 9 PM EST
Saturday: 9 AM - 6 PM EST
Sunday: 12 PM - 5 PM EST
If you call outside the Customer Service hours, our After Hours Service will take a detailed message so we can get back to you the next business day.
You can call 1-800-737-3868 or send us an email.
How do I quickly re-order items I've purchased in the past?
Re-ordering products you purchased online in the past is really easy at PetSolutions! Simply sign in to your account on the PetSolutions website, click on "Order History," click on any of your previous orders, choose the product(s) you want to re-order, and click on the "Add to Cart" button at the bottom of the old order. You can pick and choose different items from different orders to create your new order.
How is my credit card information verified?
PetSolutions verifies the billing and shipping addresses of your credit card with the issuer, which helps protect you against credit card fraud. For a shipping address that is different than your credit card billing address, please contact your credit card company to have the address added to your account as an authorized shipping address. This will help protect you against fraudulent charges by anyone that may attempt to ship orders to an address other than the ones you authorized.
PetSolutions Customer Service Representatives make every effort to contact you if your credit card information cannot be verified. Please provide complete contact information with your order so we can reach you as soon as possible. This will help prevent delays to your order due to incorrect credit card information or unauthorized shipping addresses. If you have selected an expedited shipping option, our Customer Service Representatives will attempt to contact you immediately in order to make the shipping deadline.
Why does it look like my credit card was double charged or money is unavailable in my debit account?
Changes to an order that is already being processed may cause double authorization and/or money to be temporarily unavailable on your credit card or debit card account. Please ask a Customer Service Representative or bank if you have questions. Depending on your bank's policies, authorizations may take up to 7 business days to drop off. We're sorry, PetSolutions is not responsible for bank charges or fees that may be incurred due to temporarily unavailable credit or money.
Where can I find coupon codes?
PetSolutions works hard to provide a huge selection of pet supplies at low prices, so you don't have to deal with coupons.
We currently have FREE Shipping on dry goods orders over $49*. You do not need a coupon to get free shipping - simply select the "Economy" shipping option when you check out.
Receive Coupons & Sale Notifications by Email
Sign up for PetSolutions emails to be the first to be notified of sales, specials, and coupon codes, as they become available.
Where does PetSolutions ship?
PetSolutions ships dry goods to the contiguous 48 states, Alaska, Hawaii, Puerto Rico, Virgin Islands, and APO/FPO addresses.
Live fish/plants/corals/inverts orders, live reptile and insect orders, frozen orders, and refrigerated orders are shipped within the 48 contiguous states. There are a few live fish restrictions to California, which are noted on the animal's or plant's page.
Does PetSolutions mail printed catalogs?
PetSolutions offers printed catalogs for Fish Supplies and Pet Bird Supplies. You can request a printed catalog to be mailed to you. Please note, it can take 6 - 8 weeks to receive the first catalog.
Can I return an item if I'm not satisfied?
We hope that you are satisfied with merchandise purchased from PetSolutions - that's why we offer a 60 Day Guarantee! Please contact a Customer Service Representative to return any unused product within 60 days for a full refund of the item’s purchase price.
Please call Customer Service at 1-800-737-3868 for a "Return Authorization Number." This will speed up the processing of your return and any credits you may have.
Please visit our PetSolutions Guarantee for more information. Returns and credits are subject to the discretion of PetSolutions.
What do I do if a product arrives damaged?
Please contact a Customer Service Representative if your products arrive damaged. Some shipping companies require a Representative to inspect the damaged package. Please keep original packaging and boxes. Please do not throw away the shipping box until the Shipping Claim is processed or you are otherwise instructed.
Sometimes, damaged products need to be shipped back to PetSolutions. If this occurs, please call a Customer Service Representative at 1-800-737-3868 for a "Return Authorization Number" and follow the shipping instructions given to you for returning unwanted, damaged, or defective products.
What if a product arrives defective or becomes defective shortly after I use it?
If a product you purchase from PetSolutions arrives defective or becomes defective within 60 days, please notify Customer Service immediately. We will give you further direction on how to proceed. While most manufacturers allow us to accept returned defective merchandise, some manufacturers require the product to be returned directly to them.
If your product becomes defective after 60 days, please contact that manufacturer. If you need assistance finding the phone number or email address for a manufacturer, please call Customer Service - we can provide you with that information. In addition, it is a good idea to read the manufacturer's warranty included with the product when you unpack it and keep invoices as proof of purchase. If you do not have your original invoice, you can call Customer Service to have a copy emailed to you.
How should I return unwanted, damaged or defective products?
Please contact a Customer Service Representative before you return any products to PetSolutions. Most of the time, you need a Return Authorization Number to place on the returned package. Once you receive authorization, please pack the product in a separate box with protection, such as crumpled paper or foam. A copy of your invoice should be included with your return for proof of purchase. All the parts, instructions, warranties, or anything else that arrived with the product should also be included with the return. These items should be in their original condition. PetSolutions recommends postal insurance on returned merchandise. We are not responsible for damage to your return that is caused by insufficient return handling or for return postage costs. COD returns are not accepted.