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My Account QA

Do I have to pay sales tax?

You only have to pay sales tax if you are located in the same state as our warehouse, which is in the state of California.


I have a question on my charges.

Click the "My Account / Order Status" link at the top of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.


I need a copy of my receipt/invoice.

Click the "My Account / Order Status" link at the top of our site to print invoices.


When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).


When will my credit card be charged?

Your credit card will be charged automatically if it meets all security requirements; otherwise, it would be placed on hold for further verification. Once verified, it will be charged within 24 hours prior to shipment of your item(s).


How do I create an account?

1) Click the "Sign In" link at the top of our site.
2) Click on the button/link that says, "Click here to create a new account".
3) Complete "Personal Details" section with email address and password/confirm password.
4) Enter shipping details
5) Then simply click on the button/link that says, "Create My Account"

You will then be returned back to the home page where you can begin shopping and adding selections to your shopping cart. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information. 


How do I edit my account information?

Click the "My Account" link at the top of our site or the "Order Status" Link in the Footer section to edit your account information. You must first "Sign In" before you can reach this page.


How much is my shipping?

Shipping is automatically calculated upon entering your state and zip code in the shopping cart section. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. Currently, shipping prices are fixed prices. If the order qualifies for free shipping, you may see two options in the shopping cart such as: "US Shipping Rate" and "Free Shipping." You will want to select the bubble with "Free Shipping," otherwise the system will calculate a shipping charge based on the "US Shipping Rate" (Fixed shipping price). To learn more about our shipping method, click on the link in the footer section titled, "Shipping & Returns."


What if I forgot my password?

Click the "Sign In" link at the top of our site. You will be brought to a web page titled, "Sign in or Create an Account." Next you will want to click on the link that says, "Forgot your Password?" You will be brought to a page titled, "Change Your Password." In the box provided, fill in your email to request a new password and click on the "Continue" button. An email will be sent to your email address, which will contain a link to verify your email address. This will allow you to create a new password. 


How do I return my product?

Please click on the link in the footer titled "Shipping & Returns" for more information on returning an item. 


I received the wrong product.

If you feel that you have received the wrong product or there is a problem with your order, please contact customer service within 72 hours of receiving the product. For contact information, click on the link in the footer section titled, "Contact Us." 


What is your return policy?

Please see our "Shipping & Returns" for complete details regarding our return policy. 


When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account" link at the top of our page or link at the footer section of the page titled "Order Status" to track the status of your order. You will then need to click on the link titled, "View Order Ststus," which will redirect you to a new page with your order information. You will receive a shipment confirmation when your order has shipped that contains tracking information within 24-48 hours of shipment. It may take up to 24 hours for the tracking link to become activated.


What are the Terms and Conditions for using the PetProMart Website?

When entering and using our website, you are bound to our terms and conditions. To learn more, click on the link in the footer section titled, "Terms & Conditions."


What if I have a question that is not here on this page?

We want to here from you, so if you have a comment or question that has not been answered, please click on the link in the footer section titled, "Contact Us." Our Customer Care Team will be happy to assist you further.