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Customer Service
Frequently Asked Questions.

Frequently Asked Questions.

How do I create an online account? 
To create an online account, click on the link that says "Create Account" located at the bottom of our home page. Fill out your information in all the required fields. From there, you may begin shopping at OnlinePetDepot.com. However, you do not need to register to check the shipping amount on an item(s). Continue adding items to your cart until you are ready to checkout, then you will be prompted for necessary billing, shipping, and payment information. 
How do I make a purchase?
Simply click on "Add To Cart" located below any item you wish to purchase. Your shopping cart will pop up to show you what you are about to purchase.
How do I view my shopping cart?
To view your shopping cart click on the link located on the top right hand corner next to the shopping cart icon.
How do I add items to my shopping cart?
Simply select the item(s) that you wish to add to your shopping cart, Then simply select the quantity you wish to order and then hit the "Add To Cart" button to add the selected item to your shopping cart. 
Can a Customer Support agent physically obtain a product and describe it to me?
Because our inventory is stored in our warehouse, our agents cannot physically get a hold of any product to describe it for you. All product information we have is displayed on our website.
What payment methods do you accept?
We have several payment options:

We accept Visa, MasterCard, Discover, and American Express.

We also accept paypal as another method of payment.
Can I place an order directly by phone?
Yes, to place an order by phone you may contact our sales department at 1866-250-7382
Please have any information ready before calling in to place your order(s).
How do I remove an item from my shopping cart?
Delete any unwanted items from your shopping cart by putting a check in the item(s) that you wish to remove then click on the "Update Cart Button" located below.
How do I change the quantity of an item that is already added to my shopping cart?
You simply change the quantity (default quantity is "1") to any other number that you wish to order, then click on "Update Cart" and the price will reflect the change(s).
How long does it generally take to process an order?
It can take approximately 3-5 business days for us to process an order (prior to shipping it).
When can I expect my order?
Delivery can occur next day or take up to 5 business days after your order has shipped, based on your exact location. 
Will I receive shipping confirmation after processing my order?
Once your order has been shipped, you will then receive an email with a confirmation number that will enable you to track your package and see the location of your order and its anticipated delivery date. 
Do you ship to other countries besides the United States?
Yes, we ship world wide.
Do you ship to APO and FPO addresses?
Yes, we ship to APO and FPO addresses. Orders to those locations are shipped via the United States Postal Service (USPS).

(Please Note: OnlinePetDepot cannot control delivery time. Some APO/FPO orders may require 6-8 weeks of lead time.)
Does my expedited shipping option (Next Day Air, 2nd Day Air, etc.) ensure my order will be shipped out the same day it is placed?
Unfortunately it does not. All orders are processed and shipped within our 2-3 business day processing timeframe, regardless of the shipping option selected. Although we do our best to ship out all orders the same day they are placed, we can never guarantee same day shipping on any order. Processing time is not included in your shipping option, so an order shipped using next day air will arrive in one business day from the day it is shipped.
How often do you update your products?
We update our products frequently, and were always adding new products to our website. 
Do I have to pay sales tax?
OnlinePetDepot charges the appropriate state and/or local sales tax for any order(s) shipping to New York.
What happens if an item is out-of-stock?
If an item is found to be out of stock after your order has been placed, then it will automatically be removed from your order. We will not hold an order because an item is out-of-stock. You will not be charged for the out-of-stock item or for the shipping cost of the item (if you were already charged, you will be refunded). The item that was out-of-stock will have to be re-ordered online when it becomes available again.
My package arrived damaged. What should I do?
Damaged merchandise will be replaced in a timely manor. If a package appears damaged at the time of delivery, you have the right to refuse it. If you discover the damage after opening the box, do not dispose of original shipping cartons or the damaged merchandise as examination by the carrierís inspectors may be necessary. 

UPS Shipments: Should damage occur in a UPS shipment, notify UPS immediately at 1-800-PICK-UPS and then contact OnlinePetDepot at 1-866-250-7382 Monday through Friday 10 am to 4 PM EST. or email us at Info@OnlinePetDepot.com 

USPS Shipments: If a Parcel Post package arrives damaged, have a local postal clerk verify the damage, then notify us immediately. 
What Is your return policy?
To return an item(s) please follow the guidelines in our return policy located at the bottom of our website.
Can I contact you directly?
Yes, you may contact us by phone or email.

Hours: Monday through Friday 10 am to 4 pm EST. 

Call us at 1-866-250-7382
Email: Info@OnlinePetDepot.com 
Is your website secure?
Yes, we use a 128-bit encryption key over Secure Socket Layer (SSL) to provide the highest level of security. SSL provides encryption between web browsers and web servers. Your business and information is safe with us. 
Customer Service?
If you have placed an order and have questions about it and require assistance from our Customer Support Team, or you canít find a particular product Email us at Info@OnlinePetDepot.com 
By phone: Call Customer Service at 1-866-250-7382
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