Customer Service

Customer Service

METHODS OF ORDERING

Customers can place orders via 2 methods:

  1. Place your order online at our website www.allpet.com.
  2. Call in your order Toll-Free to 1-877-687-3601 Monday-Friday 9-5 EST.

Note: Please have product ID and credit card information ready. All orders will be processed and shipped with an expected delivery of 4-10 business days. Some exceptions to delivery timelines may apply. Please refer to the SHIPPING INFO page for more details. 

BACKORDERS

If an item is placed on Backorder, a customer service representative will contact you. You will have the option to wait for the product to come in or we will suggest a replacement product for you. If you do not wish to wait or receive a substitute product, we will credit the product amount back to you. 

ORDER CANCELLATIONS/CHANGES

Orders can be cancelled or changed provided the customer contacts customer service at onlinehelp@allpet.com within 30 minutes of placing the order. If you do not cancel or change your order within that time frame, it will be sent out for shipping. Note: You may return the items when you receive them for a refund of the purchase price and tax (when applicable) less the shipping charges. See the EXCHANGES/RETURNS Section for more details. 

ORDER STATUS

When you submit your order, an email will be sent to the email address you entered confirming receipt of your order. You will be sent another email when your order is shipped to let you know it is on the way. 

SPECIAL ORDERS

If you do not see a product that you are looking for, please call 1-877-687-3601 or email your request to onlinehelp@allpet.com. A customer service representative will contact you regarding the status of the request within 2 business days.

CREDIT CARDS ACCEPTED

AllPet.com currently accepts credit cards only. You may use your American Express, Visa, Master Card, Discover or PayPal Account to purchase products. Note: All refunds will be the same as the original purchase method. AllPet.com is currently required to collect Sales Tax in Connecticut, New Jersey, and New York. 

ONLINE RETURNS/EXCHANGES

  1. All returns must be made within 60 days of the original purchase and be in the original product packaging.  Returns must have an invoice with the return form located on the backside of the invoice completed.  Note: Please remember to include the reason for the return on the return form.
  2. Allpet.com will gladly reimburse the customer for return shipping charges on any defective or incorrect product shipment (Please See #3 For Restrictions). For all other product returns, it will be the customer's responsibility to pay for all applicable shipping charges to and from Allpet.com. Please contact customer service at 1-877-687-3601 or email at onlinehelp@allpet.com for additional questions regarding return shipping charges. 
  3. Allpet.com uses the best available shipping method to ship all products to and from our distribution center.  We will gladly reimburse you for any defective or incorrect product returns provided that the same carrier is used to return the items as was used to ship the items from our facility.  If another method is used to return the products to us, you may incur additional charges as we will only credit return shipping charges based on the rates from the carrier used to ship the original order.
  4. If you need an additional or replacement return form or invoice, please contact customer service at onlinehelp@allpet.com or call 1-877-687-3601 before you send any returns to us. This will ensure proper crediting to you when we receive your return.