1.Commonly asked questions
Where do I register?
To register for a WowPetSupply account please visit the following link:
What are your policies on shipping, time, problems, etc?
You can view our shipping policies via our Policies page.
What do some of the terms on your site mean?
Learn industry terms and what they mean using our handy Industry Terms Explained Guide.
How do I change my user information?
In order to change your user information, you must first be logged into your registered account. Once you are logged in, click on My Account. You can add, edit, or view your shipping and billing addresses by clicking the respective links. You can also check current order status, view previous orders, or review items.
How do I register for an account?
To register for an account, click the Register button located in the top right side of our homepage.
How do I submit a product review for credit?
We value your feedback at WowPetSupply, so we would love to hear what you think of our products. To thank you for your feedback, we'll even pay you for your input! You can earn up to $16 in store credit for an approved photo, video and written review. To learn more or to submit a review, please visit the My Account page, log in and click on the Review items I’ve purchased link. You must have a registered account to submit reviews for credit.
How do I use My Account?
The My Account section of WowPetSupply can be used for a variety of things: changing your user information, checking a current order's status, and viewing past orders. To access the My Account section, while either shopping or viewing the main page, click on My Account at the top of the screen. In order to use the My Account feature you must be a registered user.
I forget my password. How can I retrieve it?
You can visit the Password Reset page to have an email sent to you to reset your password.
What are the benefits of creating a registered account?
Registration is not mandatory to complete checkout. By registering you receive the following benefits:
Access special sections of the site, such as the My Account section, where you can track current orders, view previous orders, add items to a "Wish List", and update your billing and shipping information.
Reorder quickly by browsing through items you’ve purchased in the past with our Rapid Reorder feature.
Upload tax forms, create a return, create your own quote, and upload images.
Submit product reviews to earn up to $16 per item reviewed in store credit under the “Review items I've purchased” section of your account.
All of the information we receive from you in the registration process is transmitted over and stored on a secure server. You can only access your information after logging in with the unique e-mail and password combination you created during registration.
How do I place an order?
To place an order, add the items you wish to purchase to your shopping cart. On the cart page, just below the subtotal, you will find our Shipping Calculator. Be sure to correctly choose "business" or "residential," enter your zip or postal code, and then click "Calculate." This will provide shipping costs for the items in your cart. Continue with checkout by selecting either "Proceed to Our Secure Checkout" or "PayPal Checkout" and follow the prompts provided.
What is my Cart ID and where can I find it?
Your Cart ID is a six digit series of letters and numbers that uniquely identifies the item(s) in your cart. This ID is found at the bottom of the side bar on the right side of the page. If you have questions regarding items in your cart, please provide this ID for the Customer Solutions Specialist helping you.
Why can’t I proceed through checkout or make any changes on the cart page?
When this occurs, we first recommend clearing your cookies and cache for ALL history. If this does not help, we recommend using a new and/or updated browser (such as Google Chrome or Firefox).
Why does it say multiple credit cards attempted?
Why does it say there are multiple cart windows open?
This can happen when the cart page is open on too many separate tabs or browser windows. The site is not able to recognize which items you would like to proceed with through checkout. We recommend closing any extra tabs or browsers with an open cart page before moving forward with the checkout process.
Why does the popup say my shipping address cannot be verified by FedEx?
This pop up window will appear if our address verification system does not immediately recognize the address provided. To proceed, simply select the suggested address provided or select “I wish to continue with the address I entered.”
Are you hiring?
As the largest foodservice supply company on the internet, we are always looking to hire motivated, smart, and forward-thinking team members! Please visit our Careers page to learn more.
Do you have a store location I can visit?
We are solely an online company so we do not have any store locations.
Do you provide donations to charity organizations?
We receive many requests for donations to benefit organizations throughout the country. While they are all worthwhile causes and we appreciate the request to support, we are limited in the amount of giving we are able to provide. There are local organizations and charities we support each year in the areas surrounding our corporate and warehouse locations. Regretfully, we are unable to grant requests from our customers.
How do I contact a Customer Solutions Specialist?
Our Customer Solutions Specialists are available 24 hours a day from Monday through Thursday, from 8 a.m. to 8 p.m. on Friday, and from 9 a.m to 4 p.m. EST on Saturday and Sunday. We can be reached by e-mail (sales@WowPetSupply.com), Live Chat, or phone to answer any questions you may have!
How long has WowPetSupply been in business?
WowPetSupply has been in business since 2004. Please visit the About Us page to learn more about our company!
What is your phone number?
Before contacting us, please search our Frequently Asked Questions to see if your question has already been answered!
If you have any further questions, our Customer Solutions Specialists are available 24 hours a day from Monday through Thursday, from 12 a.m. to 8 p.m. on Friday, and from 9 a.m to 4 p.m. EST on Saturday and Sunday. We can be reached by e-mail (sales@WowPetSupply.com), Live Chat, or phone to answer any questions you may have!
Can I add to or modify my order?
Once your order is placed, we cannot guarantee that it can be modified or cancelled. If you wish to modify your order, please contact us as soon as possible.
Can I cancel my order?
Once your order is placed, we cannot guarantee that it can be canceled. If you wish to cancel your order, please contact us as soon as possible. If you are a registered user, visit your “My Account” page and view your pending orders to see if immediate cancellation is possible.
Can I receive text message updates about my order?
Registered customers can sign-up for 'Shipment Updates via Text' in their account settings to receive an SMS text message when packages are out for delivery, delivered or encounter a problem. Text messages will be sent for all packages shipped after you complete the sign up process. This service may not be available and/or may not include tracking for packages that are shipped directly from one of our manufacturers.
Text messages may also be sent when there is an urgent need for information to continue to process your order. These situations could include (but are not limited to):
Payment processing errors
Expedited order delays
Confirmation of order details
Text frequency based on user orders. Message and data rates may apply. Customers may opt-out at any time by sending STOP to (717)288-7303 or unsubscribing in their account settings. (Note: if you texted STOP but would like to restart, text START, and make sure your number below is correct.) Responses are unable to be received via text.
Our participating carriers include (but are not limited to): AT&T, SprintPCS, Metro PCS, T-Mobile?, U.S. Cellular?, Verizon Wireless.
Do you offer installation services for equipment purchases?
We do not offer any installation services for equipment purchased through our site. To be sure everything goes smoothly when it comes to installing your new equipment, please consult our handy Equipment Installation Checklist prior to finalizing your order.
How can I check the status of my order?
Please visit the Track Your Order section of our site or, if you are a registered user, you may log into your account and go to the My Orders section to check the status of your order.
How can I get a receipt or copy of the invoice for my order?
You will be e-mailed a copy of your invoice once your order is placed and after the order ships from our warehouse. To obtain another copy, log into your account and go to My Orders. You will see an option to “Download Invoice” or “Email Invoice” for each order you’ve placed. If you do not have an account with us, please contact a Customer Solutions Specialist to request a copy via email.
How do I set up an Auto Reorder on my account?
While logged into your registered account, go to the product page for the item you wish to purchase. Above the Add to Cart button, you will see the option to turn on Auto-Reorder and select the automatic shipment frequency that is convenient to you. If you would like to combine several products on a single Auto Reorder, visit each product page and turn Auto Reorder to the ON position, choosing “Add to an Existing Auto Reorder”. To view or edit existing Auto Reorders on your account, go to your My Account page and select Orders, then Auto Reorder along the left-hand sidebar.
How long will it take for my order to arrive?
In stock items usually ship within 1-2 business days.
For orders that are shipping Ground via FedEx, click here for a map that will show you what the typical transit time to your location is via FedEx Ground service.
For orders that will ship via common carrier, the transit times are the same with a 1 to 2 day variance possible. White Glove Common Carrier delivery service will typically add 5-7 days to the order's transit time.
How will I receive updates about my order?
As an e-commerce company, our primary form of communication is email. All order updates will be sent to the email address used when the order was placed. For this reason, please be sure to provide a valid email address when placing your order.
I need to have my order by a certain date. How can I be sure that it is in stock?
In-stock items generally ship in 1-2 business days. For items shipping from the manufacturer, estimated processing times are listed on the item’s page. If you have a time constraint on your order, please feel free to contact us before placing the order and we’ll be happy to check availability for you.
I received an item that is different from what I ordered. What should I do?
If you believe you received the incorrect product, please keep the item(s) unused and in the original packaging and reach out to our Customer Solutions team. They will work with you to reship the correct item or offer a refund. We may require a picture of the incorrect product you received and will cover the cost of return shipping for that item.
Is there a minimum order requirement to purchase from your site?
There is no minimum order requirement to purchase from our site. We accept all orders large and small!
Item(s) in my order are missing. What should I do?
Great care is taken when packing your order, but on rare occasions an item may have been missed. If any part of your order is missing, please contact us within 5 business days of receiving your order so we can find a solution for you!
***If your order shipped via Common Carrier, please read carefully!*** If any item or packages are missing, you MUST do the following:
Note it clearly on the delivery receipt before signing it
Keep your copy of the delivery receipt
Contact us within 1 business day
While we do our best to avoid this, part of a shipment can occasionally go missing during transit and we must go to the carrier company to start a trace for the missing items or receive reimbursement if the items are ultimately deemed lost. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part of your shipment is missing and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation or replacement of the missing items.
What is an Auto Reorder?
Auto Reorder saves you time and money by automatically sending you go-to products at an interval of your choosing. Select items are eligible if the Auto Reorder feature is displayed on their product pages above the Add to Cart button. For each subsequent automatic shipment, you will receive a 25% shipping discount.
What is the Rapid Reorder feature?
The Rapid Reorder feature of WowPetSupply allows registered users to view a list of items they have purchased in the past, as well as add these items to their cart. This feature makes it easy to find and order the items that you need the most. In order to use the Rapid Reorder feature you must be a registered user.
The process of adding items to the cart from the Rapid Reorder page is slightly different than other pages where you can add items to the cart. For starters, you must be logged in to view your personalized list of products. After you have started to shop and have logged in, click on Rapid Reorder at the top of your screen. In order to add items to your cart from the list of products, enter the quantity of each item in the list you would like and then click on the "Add to Cart" button at the bottom of the list. If you have more than 10 items on your Rapid Reorder list, click on the "Next" and "Last" links to view more.
Why is my order on hold?
To ensure our customers’ safety online, all orders go through security checks before we start processing them. Please keep this in mind while ordering, as there may be a slight delay before processing for a small percentage of orders. If additional information is needed to help ensure the order’s validity, we will reach out via email.
Will my whole order come in one shipment?
To save you the hassle of handling multiple shipments, we will make every attempt to ship your order in one shipment. If multiple shipments of your order are required, we will send you tracking information for each separate shipment to help track your order. When split, the full amount of the shipping costs will be charged in the first shipment. If you want part of your order sent with expedited shipping and the other part sent using standard ground shipping, please place two separate orders.
Can I apply for a lease before placing my order to see how much I am approved for?
Yes, contact Customer Solutions and we'd be happy to help you start the process.
Can I pay for my order using PayPal?
We accept payment via PayPal on our website as an additional payment option. A major credit card is still required to complete the transaction, as we do not accept gift cards, store cards, or account credits associated with your PayPal account. To pay by PayPal, log into your account by choosing this option on the Shopping Cart, and then select the major credit card registered with your account.
Can I pay for my order with Apple Pay?
Yes, you can pay for your order with Apple Pay as long as our site is accessed from a compatible device which includes iPhones -6.0 + with iOS 10+ and Macs. To place your order with Apple Pay, click on the Checkout with Apple Pay button at the bottom of the Shopping Cart page. This will take you through the checkout to place your order using this payment method.
Can I pay with a pre-paid credit card?
Yes. We are able to accept most prepaid credit cards as long as the card has been registered with a billing address. Only a single credit card may be used to process the order.
Do you accept orders via phone or fax?
We are not able to accept orders via phone or fax. All orders must be placed online through our secure server.
Do you accept purchase orders?
We are unable to accept Purchase orders as a form of payment since we update our pricing in real time and do not rely on quoted prices. All orders must be placed online and paid for in full at the time of purchase.
Do you lease any of your equipment?
We offer leasing as a method of payment if an order has a subtotal of $1000.00, is comprised of at least 70% equipment, and is being shipped to a location within the United States. The lease is handled through a third party company that WowPetSupply works with.
How do I place an order to pay by check/wire transfer or ACH?
If you want to order by check, money order, ACH, or wire transfer, add all items you’d like to order to your Shopping Cart and proceed through the checkout process. On the Review Order screen, click the button that says “Alternative Payment”. Your order will be placed on hold, and you'll receive an email with an invoice and information on where to send the payment. Once payment has cleared, the order will be released to process for shipment. Personal checks are held for 5 business days while they clear. A holding period is not required if a certified check is provided. All other alternative payment orders will be released as soon as the payment is received, with a minimum of 1 business day delay to receive payment.
How do I place an order to pay with leasing?
To place your order and apply for leasing, select this option on the Shopping Cart page before proceeding through checkout. Once you submit the order, it will be placed on hold, and you will be immediately prompted to fill out the leasing application. You will be notified within hours if you have been approved.
Is my credit card and personal information secure when I order from your site?
Here at WowPetSupply, it is our top priority to ensure your personal information is secure! To do this we employ the best security available on the net for transmitting your personal information: SSL. SSL safeguards your information and guarantees your privacy while ordering through our site. You can see SSL is being employed by the lock icon at the bottom of your screen and the 'https' in the address bar, as opposed to the 'http' that is normally there.
What currency are prices listed in?
All pricing is listed in U.S. dollars ($) on the website. When ordering outside of the United States, the funds captured for an order will be converted to the local currency of the ordering country on your credit card statement. The rate of exchange is locked in when your order ships, not when the order is placed. Credit card companies may also charge a currency conversion fee. Please contact your bank for further details.
What happens after my lease is approved?
Pending approval, a leasing representative will contact you directly to discuss the terms and payment options for your lease. After agreeing to the terms, the leasing company will typically collect one month’s payment as a down payment. Please note, we are unable to cancel the lease agreement nor accept returns on leased items after the contract is signed. The leasing company will provide us with the funds for the order, and it will be released to process for shipment, typically within a few business days.
What happens when my lease ends?
The process after your lease ends depends on your credit. If you have a great credit score, you may be offered a $1.00 buyout option to keep the equipment. If your credit score is lower, you may have the option of purchasing the items for fair-market value. This second option means that you can either return the equipment to the leasing company or pay 10% of the aggregate lease payments to the leasing company to own the equipment.
What if I have questions about my leasing order, equipment, or lead time?
Please email our Customer Solutions Department at sales@WowPetSupply.com or Live Chat with us.
What lease rates and terms are available?
Lease terms generally run from 24-60 months. Rates will vary and are determined by a few factors including the following:
Personal credit history - Having a good credit score can mean you will receive a more competitive lease rate, while being considered a subprime borrower will negatively affect your lease rates and terms. Payment history - The leasing company will review your payment history. If you have a good track record of paying bills on time, you may be rewarded with a better rate.Age of your business - Established businesses may receive more favorable terms.
What payment methods do you accept?
We accept all major credit cards including Master Card, Visa, American Express, and Discover. In addition, orders can also be paid for with Apple Pay or via PayPal by selecting this option in your Shopping Cart. We also accept alternative payment methods including check, money order, wire transfer, and ACH transfers for orders with an order total of $500.00 or greater. We offer leasing for orders with a subtotal of $1000.00
What will I need for the leasing application process?
We recommend having the following information ready to fill out your application:
Lessee's social security numberShipping addressBilling address
When will my card be charged for my order?
Your card will be charged in full once the first item(s) on your order ship. When you place an order on our website, an authorization is placed on your bank account for the amount of your order. An authorization is a communication from your bank to our payment system letting us know your card is valid and the required funds are available. These authorizations may show as “pending” on your bank statement until the funds are captured.
Will there be sales tax on my order? What if I’m tax-exempt?
Sales tax will be charged on orders shipping to the states of Kentucky, Maryland, Nevada, Georgia, Oklahoma, Pennsylvania and Florida. If you are tax-exempt and shipping to one of these states, visit your My Account page and select Upload Tax Exempt Form or, if you’re not registered, e-mail us a copy of your tax exempt form to tax@WowPetSupply.com.
Are off-site links you provide safe?
Do you share any of my personal information with outside companies?
We use third party providers to ship orders and to process credit card transactions. We only provide these companies the appropriate and necessary information. They do not store, share, or retain this information in any way.
Does WowPetSupply collect any information about me while I'm on the site?
WowPetSupply is the sole owner of the information that is collected from customers on this site. We do not share any information about you with third parties in any way. Customer information is used by the WowPetSupply Store to:
Provide a personalized shopping experience for registered customers
Send e-mail newsletters full of specials and helpful information to those who opt to receive them
Monitor traffic patterns to improve our site's functionality and user-friendliness
What does WowPetSupply do to ensure my security while shopping online?
At WowPetSupply, security and privacy are top priorities. Our site uses HTTPS and is encrypted in-transit to safeguard your personal information. The site and our datacenter maintain Payment Card Industry (PCI) compliance and we do not store your credit card information. WowPetSupply.com is also scanned regularly to ensure the safety of our customer data.
Why do I need to have Cookies enabled to shop on your site?
To find out how to enable your cookies, click on the link below that corresponds with your browser type and follow the instructions!
Can any of the products you sell be customized?
Select products on our site are able to be customized and are designated by a special banner on their page. You can also see a full list of customizable products at our Customizable Supplies page. These products typically have order minimums, extended lead times, and fees associated with them. Customized products are non-returnable.
Do you offer samples?
WowPetSupply does not offer product samples. We recommend purchasing the item in smaller pack sizes, when available, before committing to a larger order. Sometimes our manufacturers will send out samples of select products to commercial customers. Please contact Customer Solutions to see if a sample request can be sent to the manufacturer for the item(s) you’re interested in.
Do you sell used equipment?
We do not sell used equipment. If you are looking for discounted equipment, please visit the Outlet page to view our scratch and dent inventory and learn more about our Outlet Policies.
Is there a warranty available for the items I’m purchasing?
If a warranty is available for an item, the details of the warranty can be found as a downloadable PDF labeled “Warranty” on the item’s page. All warranty claims are handled based on the manufacturer’s warranty policy. For items being used internationally, please confirm if the warranty is valid in your area.
What are Compatible Models?
Compatible Models are listed as applicable and kept as accurate and up-to-date as possible. If you have any questions or concerns, feel free to contact a Customer Solutions Specialist before placing your order.
What are Equivalent Items?
Equivalent items and any associated illustrations or descriptions are presented for your reference. These are items which, based on available manufacturer information, are suitable replacements for the stated original item. These equivalent items are not necessarily authorized, sponsored, or endorsed by the manufacturer of the stated item, or by the manufacturers of equipment compatible with the stated item; any OEM names mentioned are registered trademarks.
What does it mean if a product is listed as Special Order?
In order to maximize the products we’re able to offer to you, some items on our website are not normally stocked in our warehouses. These items may be shipped directly to you from the manufacturer, or brought into our warehouse with our next stock order from the manufacturer and then shipped to you.
These items are marked "Special Order" underneath the price on the item's page. Please understand that Special Order items may not be able to ship within 1-2 business days like our regularly stocked items. As a result, we encourage you to contact a Customer Solutions Specialist prior to ordering if you have questions about the delivery time of a Special Order item!
What if I can’t find the item I’m looking for on your website?
Let us know! We want to be a one-stop-shop for all of your restaurant equipment and supply needs. We may be able to help you find what you’re looking for and we are always willing to listen to your suggestions for product additions on our site. Many of the newest products being added to our site are a result of our customers’ suggestions. You can utilize the live chat feature on our website or send an e-mail to sales@WowPetSupply.com and let a Customer Solutions Specialist know how we can help you get the items you need.
What is a "You May Also Need" item?
"You May Also Need" items are products that are guaranteed to work with the item you are viewing, such as lids that will fit a cup or casters that will fit a piece of equipment. If an item is not listed in the "You May Also Need" section on a particular product page, then we do not guarantee that it will work with the product you are viewing and do not recommend that you purchase them for use together. If you have any questions or concerns, feel free to contact a Customer Solutions Specialist before placing your order.
Can I return consumables?
We are unable to accept returned consumable products. This allows us to ensure the products are good to use, untampered with, and have adequate shelf life.
Do you charge a restocking fee?
A restocking fee will be deducted from your return credit to cover the cost of processing the items back into stock. This fee is 20% of the item(s) cost for commercial locations and 30% for residential locations.
How do I exchange an item?
While we're unable to exchange items, we can set up a Return Authorization so you can return the items you no longer need and place an order for new items.
How do I return an item?
To create a return, you can log into your account online, click on "My Orders", then select "Return Items". You can then select the items you'd like to return. If you do not have a registered account, please contact one of our Customer Solutions Specialists to set up a Return Authorization for you.
What is your return policy?
All regularly stocked items, with the exception of consumable products, can be returned within 30 days of receipt, so long as they are unused and in the original packaging. A return credit will be issued to the original payment method upon receipt and inspection of the product(s). Shipping charges paid at the time of checkout will not be credited along with the return. An applicable restocking fee will be deducted from the amount due. Customers are responsible for the cost of return shipping. This includes any brokerage fees, duties, and taxes for international returns.
Return requests for Special Order products and products shipped direct from the manufacturer must be issued by our Customer Solutions Specialists. Not all Special Order items can be returned.
Can an order be shipped on my FedEx account so I can save on shipping?
Due to the high volume of orders we process daily, we are unable to use our customers' shipping account numbers.
Can I pick up my order?
All orders placed through WowPetSupply will be shipped to their destination via a commercial carrier. For safety, insurance, and logistical reasons, customers cannot pick-up orders from our warehouses.
Can I request that my order be delivered at a certain time?
By requesting a FREE "Call Before Delivery," the carrier will contact you approximately 24 hours before the estimated arrival of your order to schedule a delivery appointment using the phone number provided at checkout. Selecting this option may add an additional day to your order's transit time. A 4-hour delivery window is typical; this may vary by carrier and shipping destination.
A "Call Before Delivery" is required for residential deliveries and recommended for businesses with irregular hours (Monday through Friday, 8:00 a.m. to 5:00 p.m. "Call Before Delivery" only applies to the item(s) in your order shipping via common carrier.
If the carrier misses the delivery appointment, they will reschedule it. If you are unavailable to accept your delivery during the scheduled appointment, you will be responsible for any redelivery fees owed to the carrier. Additional fees will apply if you require a time-specific delivery in which the typical 4-hour window needs to be shortened.
If a delivery is unable to be completed because a "Call Before Delivery" was not selected during checkout, the carrier may charge a redelivery fee in order to reattempt delivery. In these situations, we will contact you via email regarding the fee and charge the card on file if necessary in order to avoid additional fees with the carrier.
Can I ship orders to multiple addresses?
If you are registered with us and have multiple shipping addresses saved to your account, you are able to ship full orders to multiple addresses. Simply proceed through our secure checkout and click on Ship to Multiple Addresses on the Review and Payment screen. From there, you are able to check all addresses, select specific addresses, or uncheck all previously selected addresses to ship only to the default address. Remember, if you choose to ship to multiple addresses, your order will be duplicated, meaning it will ship in full to all locations selected. Please also note that we are not able to split up an order to ship to multiple addresses.
Do I need a liftgate for my shipment?
If you do not have an elevated loading dock or forklift to unload your items from the truck, you will need a liftgate and must select this option at checkout. The "Common Carrier w/ Liftgate" option includes the fee for the liftgate. A higher fee may apply if a liftgate must be added after an order has shipped. If delivery is unable to be completed because a liftgate was not selected during checkout, a redelivery fee may apply in addition to a liftgate fee. In these situations, we will contact you via email regarding the appropriate fees and charge the card on file if necessary in order to avoid additional fees with the carrier.
Some items like large outdoor ice merchandisers or very long pizza prep tables may be too large or heavy for a lift gate and will require a truck-level loading dock. If you do not have one, we recommend selecting White Glove delivery. If you are unsure, contact our Customer Solutions Team.
Do you ship internationally?
Yes! In addition to the United States and Canada, we can ship most items via an international air service to Austria, the Bahamas, Bermuda, the Dominican Republic, France, Germany, Guam, Hong Kong, Ireland, Italy, Jamaica, Japan, Mexico, the Netherlands, New Zealand, Norway, Puerto Rico, Singapore, South Africa, Spain, Sweden, Trinidad and Tobago, the United Kingdom, and the U.S. Virgin Islands.
We also ship to U.S. based freight forwarders; however, you are responsible for contacting them to set up an account before placing an order. Freight forwarders will charge additional fees for their services, which are separate from our shipping and handling charges. We are unable to accept and load customer containers directly from our warehouse locations. All of the prices on our website are in U.S. dollars.
Do you ship to Canada?
Yes, we do ship to Canada via an international air service and common carriers.
Do you ship to PO or APO/FPO boxes?
We are unable to ship to PO or APO/FPO boxes, or Viabox at this time. All carriers require a street address to complete delivery of your order. If a shipping carrier deems your address inaccessible for delivery, they will make final delivery at the closest shipping terminal or return the shipment to us.
How can I save on shipping?
Watch the video below for ways you can save on shipping. Be sure to check out more tips on Shopping WowPetSupply.
How much will it cost to ship my order?
You can calculate an estimated shipping cost before you check out right in the shopping cart! To calculate shipping charges, add your items to the shopping cart. Just below the subtotal, you will see the Shipping and Handling Calculator. Be sure to correctly choose "business" or "residential", enter your zip or postal code, then click "Calculate". This will provide shipping costs for the items in your cart.
Certain large and/or heavy items will be shipped via a common carrier service. These items are indicated as such on their description page as well as in the shopping cart with a item notification. All other orders ship with a small package carrier like FedEx. Occasionally, when large quantities of items are ordered, we may opt to use a common carrier service for smaller sized items. Whether your order will be shipping via small package or common carrier, the online shipping estimate will tell you exactly how much you will be charged for shipping.
Click here to learn how to save on shipping charges!
I live in a country you don’t ship to. Can I still order from you?
Yes, we can ship to U.S. based freight forwarders for customers wishing to export their items to a country we do not currently ship to. You would be responsible for contacting the freight forwarder to set up an account before placing an order. Freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges.
I operate a business from my home; can I select "commercial" when entering my shipping address during checkout?
Commercial carriers will deliver the vast majority of our products to a residential shipping address. If you operate a business out of your home, you must still select "residential" in your shopping cart because the carriers still consider your address residential.
Item(s) in my common carrier order were damaged. What should I do?
If any part of your order is damaged or missing, please contact one of our Customer Solutions Specialists within 1 business day of receiving your order so we can find a solution for you.
If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:
Note it clearly on the delivery receipt before signing
Keep your copy of the delivery receipt
Contact us within 1 business day
Keep the damaged packing materials for inspection
Take pictures of the damaged items and packaging
Though our warehouses give great attention to packaging every order for shipment, damage can occur in transit. In the case of damage we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. Signing the delivery receipt without noting any damage means that you have received your shipment in acceptable condition.
For more information, watch this informative video about Common Carrier Shipments.
Item(s) in my ground order were damaged/missing. What should I do?
If any part of your order is missing or damaged, please keep the items and packaging and contact us within 5 business days of receipt so we can find a solution for you. We may request pictures of the damage to help with this process.
My Order never arrived. What do I do?
There are rare occasions where our freight carriers may lose a shipment. In these situations, it’s our highest priority to find your items and we will work with the carrier to do so. Dock checks with the carrier take approximately 3-5 business days to complete. Traces with ground carriers take approximately 1-3 business days. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.
Should I check the temperature of my refrigerated or frozen food shipment when it arrives?
You are responsible for checking the internal temperatures of refrigerated and frozen products immediately upon delivery to ensure they are received at food-safe temperatures according to the U.S. Department of Agriculture’s (USDA) guidelines. Please contact us within 1 business day of your shipment’s original ETA if you have any concerns about the temperature or conditions of your shipment.
Once the shipment is received you are responsible for storing or handling the items properly to maintain food safety.
What are the fees for Canadian shipments?
Orders shipped into Canada may incur additional duties, taxes, and other fees to cross the border. These charges will be billed to you directly from the carrier or your broker and will not be reflected in our shipping costs at checkout.
What do I do if my refrigerated or frozen food item(s) are missing or damaged?
Due to the strict time-frame we have to deliver refrigerated and frozen food items to you in acceptable condition, if an item is damaged or missing, please contact us within 1 business day of your shipment’s original ETA so we can find a solution for you. We may request pictures of the damage and for you to take a picture of the temperature of the item to help with the process.
What documents are required for International Shipments?
If your order is shipping via an international air service, they will handle all of the documentation for your order and contact you regarding any charges for this service. For common carrier shipments to Canada, we require the use of a broker to process all paperwork. They do charge a fee, which can be discussed directly with the broker. We will provide the Canadian Customs Document and Commercial Invoice with your shipment.
NAFTA certificates are not a required document for low value shipments, and the absence of one will not delay your order being processed through customs. We request NAFTA certificates for high value items; however we are unable to guarantee the document for lower-valued items.
What is a broker and why do I need one?
A broker is an independent contractor paid to facilitate the import of items into your country from the U.S. If your order is shipping via an international air service, they will broker the shipment on your behalf, and these charges will be billed to you directly. If you have already determined a broker for your shipment, add the broker's name, phone number and additional information on the Review Order page at checkout. If you did not provide your broker’s information during checkout, we will contact you to obtain this before processing your order.
What is a freight forwarder?
A freight forwarder combines shipments for individuals or companies into truckload lots to transport to your final destination/country. We can ship to U.S. based freight forwarders for customers wishing to export their items; however, the customer would be responsible for contacting the freight forwarder to set up an account before placing an order. Freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges.
If your order is being shipped to a U.S. based freight forwarder, all of our Shipping Policies apply when it is received into their warehouse. WowPetSupply will not be held responsible for any damaged and/or missing items or material differences should the freight forwarder not follow all applicable Shipping and Returns policies, or should such issues occur in shipment from the freight forwarder’s location to the final destination.
What is a liftgate?
A liftgate is a motorized platform attached to the back of the truck that will physically lower your order to the ground so that you can take it inside your business or home. The truck driver will place your order on the ground using the liftgate and you are responsible for bringing it inside.
What is common carrier shipping?
Common carrier shipping is necessary when an order is too large or heavy to be delivered ground by FedEx. These items will be delivered to your location by a tractor trailer. Standard common carrier delivery is curbside and does not include unloading the merchandise or delivering it inside your location. You are responsible for unloading the items from the back of the truck and bringing the shipment inside your establishment. If you are not able to do this yourself, please consider adding a Lift Gate or White Glove service to your order.
What is White Glove?
White glove delivery goes beyond what standard common carrier delivery offers.
The White Glove agent will call to schedule a delivery appointment within a four hour window, which gives you the flexibility to work around your schedule and to prepare the space where your item will be placed. Upon delivery, trained professionals will unload your large item(s) from the truck, bring it into the room of choice, unpack it, and remove all packaging debris from the premises.
White Glove delivery typically adds 5-7 business days to your order's transit time, and only includes 30 minutes of on-site time. If on-site time beyond 30 minutes is required, you may be responsible for additional fees. On-site time will begin when the agents arrive at your location.
While the agents will bring the items into the location of your choice, this service does not include set-up of the items being delivered, such as installation of casters, shelves, or other accessories. Small items will not be unpackaged individually; they will be set in place and debris and packaging material will not be removed.
What shipping methods do you use?
All of our smaller, ground orders are shipped with a parcel carrier like FedEx or UPS for domestic and FedEx for international orders. If you need a ground order guaranteed for delivery faster than the standard transit time, we offer Next Day or Second Day delivery for qualifying shipments. For larger, palletized orders we use a nationwide network of freight carriers. Standard common carrier is curbside delivery. If you are in need of inside delivery we also offer a White Glove service for qualifying shipments.
When will I receive my item?
Our warehouses strive to have orders processed and ready to ship within 1-2 business days. Most products ship from one of our warehouses within the U.S. However, since some items will be shipped directly from the manufacturer, delivery times may vary. Common carrier deliveries typically range from 1 to 10 business days for delivery, depending on your proximity to the shipping location. Ground shipping can typically take anywhere from 1 to 7 business days. If your delivery time is over a holiday, please add an additional day for delivery. Our warehouses observe the following holidays: Christmas, New Years, Memorial Day, 4th of July, Labor Day and Thanksgiving. Shipping companies may observe additional holidays. All standard ground delivery times and common carrier shipments are estimates and are not guaranteed.
If you need your order more quickly, you may select Second Day or Next Day in your shopping cart (availability dependent on your location). These options guarantee that, as long as the items you’re ordering are in stock, the order will be prioritized in our system and arrive by the end of the following business day (Next Day), or the end of the second business day (Second Day). These options are not available for common carrier orders.
These orders must be placed before 2:00 p.m. EST to ship same day and are only available for delivery on business days (Monday through Friday). For orders shipping directly from the manufacturer, shipping cutoff times may vary. Next & Second Day orders received after 2:00 p.m. EST will be processed on the following business day.
When will my refrigerated or frozen food product be shipped?
In order to control the amount of time in transit for these perishable items, they are only shipped on select days of the week based on which shipping method you choose.
Ground: Orders ship Monday through Wednesday with most orders placed before 2 p.m. EST on Wednesdays being fulfilled that same day.
Second Day: Orders ship Monday through Wednesday. Orders placed before 2 p.m. EST on Wednesdays will ship the same day.
Next Day: Orders ship Monday through Thursday. Orders placed before 2 p.m. EST on Thursday will ship the same day.
Orders placed after the cutoff will ship the following Monday.
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