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Policies & Legal

PRIVACY POLICY:

At DirectPetSupplies.NET, we are concerned with protecting your privacy and the information we collect about you the visitor and/or shopper to provide you the visitor and/or shopper with the best shopping experience. MyPetDirect will also use it to inform you the visitor and/or shopper about special offers. MyPetDirect will not sell, rent or trade your information.

Accordingly, we have developed this Policy in order for you the visitor and/or shopper to understand how we collect, use, communicate and disclose and make use of personal information. The following outlines our privacy policy.

  • Before or at the time of collecting personal information, we will identify the purposes for which information is being collected.
  • We will collect and use of personal information solely with the objective of fulfilling those purposes specified by us and for other compatible purposes, unless we obtain the consent of the individual concerned or as required by law.
  • We will only retain personal information as long as necessary for the fulfillment of those purposes.
  • We will collect personal information by lawful and fair means and, where appropriate, with the knowledge or consent of the individual concerned.
  • Personal data should be relevant to the purposes for which it is to be used, and, to the extent necessary for those purposes, should be accurate, complete, and up-to-date.
  • We will protect personal information by reasonable security safeguards against loss or theft, as well as unauthorized access, disclosure, copying, use or modification.
  • We will make readily available to customers information about our policies and practices relating to the management of personal information.

MyPetDirect is committed to conducting its business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained.

We are obligated to maintain the confidentiality and security of our data and your information. You the visitor and/or shopper may elect to opt-out of personally identifiable site tracking activity by e-mailing to unsubscribe@directpetsupplies.net and title your e-mail in the subject line "Opt-Out Please". Once the Opt-Out email is received it might take up to 48 hours to comply.

DirectPetSupplies.NET promotions may be in the form of a survey, contest or a separate area offering you the visitor and/or shopper the opportunity to enter your data for the specific purpose of participating in that program or promotion

When registering with DirectPetSupplies.NET, we will ask for some contact information, such as your name and email address. We will use the customer contact information from the registration form to send you the visitor and/or shopper information about MyPetDirect and promotions. If you do not wish to receive future mailing, just e-mail to unsubscribe@directpetsupplies.net and title your e-mail in the subject line "Opt-Out Please". Once the Opt-Out email is received it might take up to 48 hours to comply.

Sometimes you the visitor and/or shopper will provide MyPetDirect with data that doesn't reveal you’re personal information, but your pet presence or product that you the visitor and/or shopper may care about. We use this information for editorial purposes (maybe show cat owners a certain promotion of product) but we do not connect it to any personal information. In this way we can give the customer customized information without compromising their privacy.

We reserve the right to use data about our customers as a group. We might report to potential advertisers that a certain percentage of our customers are interested in parrot products based on online surveys or other requests.

If we know a visitor is under the age of thirteen, on our website we will not collect contact information or financial information.

Email is not a secure form of communication, and can be intercepted as it moves through the Internet. DO NOT send credit card numbers or financial information via email.

PRICE MATCH:

DirectPetSupplies.net attempts to have the best quality pet products at the lowest price. If you the visitor and/or shopper find a product at a lower price contact us, provide SKU, Brand, Quantity, Competitor URL, Competitor Shipping Fees and we will attempt to meet or beat their pricing.** Restrictions apply

DirectPetSupplies.net reserves the right to not price match for any reason. Some online resellers advertise product line at a lower rate and charge an enormous shipping cost or breakup bulk packaging and advertise them as their retail equivalent. We do not price match overstock and referral based web stores.

We will evaluate all price match requests on a case by case basis and reply promptly. We have the right to refuse any request.

Price Match requests must be submitted before you place your order to orders@directpetsupplies.net.

VOLUME QUOTES & DISCOUNTS:

Email for volume quotes and special discounts (on some products). If you the visitor and/or shopper change your order you may lose the discounts you were given. If you the visitor and/or shopper return any part of a quoted order you will lose the discount you the visitor and/or shopper were given. The discount will be deducted from your return.

Limit one discount per order. Multiple discounts cannot be applied or stacked to a single transaction.

PRODUCT AVAILABILITY:

We currently offer over 100,000 products to our customers through our website. We do stock many of these items, but we are unable to stock every product that you see online. Many products that we don't stock ship direct to you the visitor and/or shopper from the manufacturer.

Products that we don't stock (and that don't ship direct from the manufacturer) have lead times that vary. The average lead time for a product that we don't stock is 7-14 days. Lead times can be extended if a product is on backorder with the manufacturer.

We do our best to notify you if an item on your order is on backorder. Due to high call volumes, if you need to inquire about stock or your order status please email us atorders@directpetsupplies.net. We will do our best to reply to your email within 1 business day.

SHIPPING & DELIVERY POLICY:

Orders usually leave our warehouse or manufactures warehouses within 24-48 hours excluding weekends and holidays where freight carriers are closed or warehouses are closed. We observe New Years Day, Labor Day, Independence Day, Memorial Day, Thanksgiving Day, Friday after Thanksgiving, and Christmas Day.

We ship within the United States. International shipments are not available at this time. We ship via UPS which takes anywhere from 1to 5 business days to deliver, once it leaves our warehouse or the manufacture’s warehouse. Common carriers are usually used for larger orders.

Please note that shipping times to Alaska and Hawaii will take longer than what's noted above. Shipping charges to Alaska and Hawaii are an increased charge from the shipping provider.

Currently due to the grand opening event and the high amount of orders we are only shipping ground service until further notice. For expedited shipping and rates please email us at orders@directpetsupplies.net.

We utilize the best packaging for the added safety of your order. Every item is packed with extreme care to ensure that the product arrives safely. In fact, every item that we stock is inspected when it arrives at our facility and when it leaves our facility to ensure that your order arrives to you in excellent condition.

All order with frozen product will be shipped next day and Customer must be present to receive order at first attempt of delivery by shipper.

Delivery times may vary as orders maybe ship from more than one location. Item delivery times quoted are to metropolitan areas and shipments to remote locations may also take longer.

United Parcel Service (UPS) picks up orders from our warehouse or manufactures warehouses on Monday through Friday. Orders shipped via UPS usually take 1-5 business days (the delivery time is only an estimate and MyPetDirect or the shipper can not foresee acts of God or equipment break down or an act of terrorism) to be delivered after being picked up from our warehouse or manufactures warehouses which also depends on product.

Some Items or orders may need to be shipped via common carrier do to weight or size. This could take up to three weeks to arrive.

Signature is required for Motor Freight and on shipments that have frozen product; however, signature is not required for other shipping methods. Thorough inspection must be made upon delivery and all damage noted on the delivery receipt. If an item is damaged, delivery should be refused and directpetsupplies.net must be notified immediately to orders@directpetsupplies.net. You must save all shipping and merchandise packaging.

Shortages and damaged items must be reported within 24 hours of delivery to orders@directpetsupplies.net.

LARGE TRUCK SHIPMENTS:

Due to FedEx and UPS weight restrictions, a limited number of our products must ship Large Truck. Residential shipments will be delivered curbside. Commercial shipments will be delivered to a loading dock (if applicable). If special delivery options are required, please put this information in the comment section of your order so we can arrange for special deliveries there might be an additional charge for the service, it is up to the Motor Freight Company. Please email to orders@directpetsupplies.net for Expedited Shipping Rates.

SALES TAX:

Sales tax will only be charged for orders shipped to Florida.

ORDER CANCELLATIONS:

Please email Order Desk to cancel your order orders@directpetsupplies.net you will be provided an RMA number that you must include when shipping the product back.

You may cancel your order as long as the order has not been shipped. If the order was shipped an item may be returned in accordance with our returns policy.

Restrictions may apply on Special Order items, discontinued products, and Product on sale or on promotion.

Orders that receive special discounts or volume pricing can not be cancelled or changed.

PRICING and TYPOGRAPHICAL ERRORS:

Please be advised that due to human error, our site may list incorrect pricing or shipping weights. While we make every effort to ensure these mistakes do not happen, we cannot honor incorrect prices or shipping weights.

If any of these things accrues we will email you of the error as soon as we know of it.

Do to any typographical error DirectPetSupplies has the right to honor or cancel an order.

Prices are subject to change without notice. We are not responsible for typographical errors.

PRODUCT IMAGES:

Please order based on the product description and the specification sheets attached to the product. Do not order based solely on the image. The product description will be used to resolve any problems with an order, not the image.

Because some manufacturers do not offer images for all products in every finish or color, some images displayed for the product may not represent the exact finish or color. Please be sure to read the full description to insure that you are ordering the correct finish or color.

SECURITY and PRIVACY:

directpetsupplies.net uses Secure Sockets Layer (SSL) to encrypt your credit card information. Our credit card payment processing service abides to the strictest security standards. We use Hacker Safe to protect your information by scanning our website for vulnerabilities daily.

directpetsupplies.net does not sell or distribute any of your personal information.

We ask for your email address to enable you to log into your account to view order status and history, communicate with you about your order or questions, and to notify you of sales and promotions offered by directpetsupplies.net. You have the right to unsubscribe to these special offer emails at any time.

directpetsupplies.net uses cookies to enable you to add items to your shopping cart. You must have cookies enabled to purchase from this site. If you do not have cookies turned on, please contact Customer Service to place on order over the telephone.

directpetsupplies.net has the option to hold any order to check credit card information if an orders shipping and billing address do not match.

ORDERS POLICY:

When you order from directpetsupplies.net, you are request for the following information: your, name, email address, shipping address, telephone number, Credit Card billing address, credit card number, expiration date, and CCVI code. This information allows us to process your order and alert you to the status of your order. Directpetsupplies.net may use this information about your purchases to enhance your shopping experience by notifying you of special promotions, functionality changes and new services that we think you will find valuable. You may choose to remove yourself from this list at any time. To be removed from this list, send and e-mail to unsubscribe@ directpetsupplies.net and title your e-mail in the subject line "No Promotions Please". Directpetsupplies.net may also monitor customer traffic patterns and site usage to help develop the best experience for our customers on our site.

You may change or cancel your order if it hasn't been processed.

We are required to collect sales tax for orders delivered in the state of Florida.

Orders placed with credit cards will be processed immediately.

We accept the following credit cards for online purchases: American Express, Discover, MasterCard, and Visa.

Your data is secure and protected from fraud and other security threats. Our systems are compliant with the strict guidelines outlined in the Payment Card Industry Data Security Standards (PCI DSS).

Customers can log into their account and view the order history and details of any online order.

Backorders are items that are temporary out of stock. You may still order the item, and it will be shipped to you as soon as it becomes available. You will receive periodic emails regarding the backorder status. Backorders are accepted on most items costing $25 or more.

Delivery times are dependent upon product, inventory status and delivery method. Typically, orders will arrive to your home within 1-5 business days. Items shipping via common carrier can take up to three weeks to arrive.

You may track your order by accessing your online account and viewing the order status and tracking information. Once the order ships, a Shipping Confirmation e-mail is sent to you with the order details and tracking number, which you may use to track your order via the shipper.

Prices are subject to change without notice.

We are not responsible for typographical errors.

PetDirectSupplies.net can not be responsible for orders due to acts of God, acts of nature, fires, civil disobedience, riots, rebellions, terrorism, work stoppages, and similar occurrences, or the Judicial System.

RETURN POLICY:

You may return an item* for any reason within 30 days of the ship date as long as it is in excellent and salable condition, meaning in the original unopened packaging. If you received free shipping we will deduct the cost of the shipping fee we paid to you from your return. We will not refund any shipping fees you paid. You will be responsible for all shipping fees to return the item to us. To receive your refund (subject to restocking fee and other charges) we must receive your return within 10 days of issuing an Return Merchandise Authorization (RMA) number. After 10 days you will receive no credit.

Note the credit will be applied to your account in the store for future orders.

Please email Return Desk at returns@directpetsupplies.net so that you will be given a RMA number to return the order to the correct address.

Please make sure to follow the instructions below, all return orders not in compliance will be subject to a 25% restocking fee or refused at our return warehouse. Any item can be returned to us provided it is unused and in the original packaging and within 30 days of order.

  • Returns must be made within 30 days of purchase.
  • The product must be in perfect resalable condition.
  • .Do not write on the box only on the shipping box.
  • The product must be returned in the manufacturer's original box and packaging. Any additional boxes or packaging material that was used to ship the package initially must be used to ship the return.
  • You must return all manuals, warranty cards, parts and pieces that were shipped to you.
  • You must email Return Desk at returns@directpetsupplies.net to request a Return Merchandise Authorization (RMA) number. Returns will not be processed without an RMA number.
  • Customer will be responsible for return shipping fees.
  • You will not be refunded any shipping charges.
  • Foreign orders are non-returnable.
  • Seasonal (Holiday) products are non-returnable.
  • Clearance items can not be returned.
  • Items that say "No Returns" in the description will not be accepted for return.
  • Open treats are non-returnable / non-refundable.
  • All RMA's must be returned via UPS or Fedex.
  • The received packing list must be included in the returned package.
  • RMA numbers are only good for two weeks from the date the number is issued.

Do not refuse shipment to return an order. If you refuse an order the product will be returned to you at your expense.

Special Quotes and Large Volume Orders may be subject to additional charges. Please contact Customer Service for Questions.

Returns sent without prior authorization RMA number will not be processed and could be refused at our receiving dock.

If your item is miss package or defective or returnable the customer must fill out the RMA Form(right click on link and select 'Save link as') and wait to receive an email with an Authorization RMA Number with return instructions.

Directpetsupplies.net does not reimburse return shipping for products returned for reasons that are not the fault of directpetsupplies.net. Any defective product can be returned to the manufacture for replacement under the manufactures warranty/defective policy.

Customer must immediately upon discovering any damaged or defective item notify directpetsupplies.net using its Authorization RMA Form(right click on link and select 'Save link as') within 24 hours of receipt of the order. You must save all shipping and merchandise packaging.

We process return credits within 48 hours after the product is received in our return warehouse and checked.

If you are not completely satisfied with an item simply return it to us unopened in the manufactures packaging. Items returned after 30 days will be subject to a 25% re-stocking fee.

DISCLAIMER

The materials on MyPetDirect's web site are provided "as is". MyPetDirect makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties, including without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, MyPetDirect does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its Internet web site or otherwise relating to such materials or on any sites linked to this site.

MyPetDirect is not responsible for typographical errors.

Prices are subject to change without notice.