FAQ Categories

Questions & Answers

Shipping

Fast Shipping? Just how fast is fast?

Fast Shipping Information:
We ship from two different warehouses. One in Bolingbrook, Illinois, the other is in Neodesha, Kansas.

When you get a tracking number, that doesn't mean we have shipped your package that day. It means that your package is one step closer to being shipped and will probably ship within 1 day.

If you NEED your package next day, in two days or in three days, please select an upgraded shipping method when placing your order. Your order will be expedited through our warehouse to ship right away. (Express orders placed after 12:00pm CT will ship on the next business day.) Otherwise your package may take as long as 10 days to ship. For shipping examples, please see express shipping examples from previous FAQ.

Ground shipping examples:
- If you live in California and the transit time is 4 business days you should receive your package in 8 business days.
- If you live in Florida and the transit time is 3 business days you should receive your package in 7 business days.
- If you live in New York and the transit time is 2 business days you should receive your package in 6 business days.
- If you live in Iowa and the transit time is 1 business day you should receive your package in 5 business days.

Very often packages arrive quicker, but there are always a few that take a few days longer. We appreciate your business and rest assured we are doing everything possible to get your order to you quickly.

Below are example transit times from our two shipping locations. These are not guaranteed times.

What is your Company's Shipping & Handling Policy?

Packages are shipped Monday through Friday. Please allow up to 5-7 business days for FedEx ground shipping to deliver to your door, unless Express Shipping was selected.

When shipping within the 48 contiguous states, standard ground service will be used.
NOTE: that our company cannot deliver standard ground services to P.O. Boxes and USPS will need to be selected.

Once you have chosen the products you wish to purchase and have entered our shopping cart, the shopping cart technology will detect the products in your cart and offer you additional shipping options and exact shipping and packaging prices for your convenience. These shipping options may include:

- USPS Parcel Post
- Ground Service
- 3 Day Service
- 2 Day Air
- Next Day

Shipping Restrictions:
Depending on where you live, you may not be offered all shipping options. In some instances, we are not able to deliver certain products to your location.

NOTE: We cannot ship any product via air service to APO/FPO addresses.
When will the package be delivered?
FedEx Ground packages are delivered Tuesday through Saturday. Next Day, 2 Day and 3 Day packages are delivered Monday through Friday.*
*Exclusions are holidays or any day that FedEx or the USPS is closed. Weather conditions, world, national, or local events may cause unexpected changes to delivery schedules without notice.

Express shipping orders submitted before 12:00pm CT will ship the same day. Express shipping orders placed after 12:00pm CT will ship the following business day.

Express Shipping Examples
Order on Friday before 12:00pm CT, delivery will be:
Next Day - Monday
2 Day - Tuesday
3 Day - Wednesday

Ground Shipping Examples
Ground - 5-7 business days

Save on Shipping & Handling? Tell me more!

For most Pet Comfort, LLC products, if you add an item to your shopping cart and proceed to put multiple items of the same product in your cart, the additional items ship for FREE (After paying initial shipping and handling charges on the first item added to your cart). Offer does not apply to PetSTEP.

Free shipping offer only applies to Standard Ground shipping within the 48 contiguous states. Entire order must be shipped to the same address.

In addition, be sure to take advantage of other bundling options to save on shipping and handling charges! CLICK HERE for detailed information about our Free Shipping offers.

Shipping & Handling Charge Explanation

We ship 99% of our ground delivery orders via FedEx Ground to ensure timely, damage-free delivery. Many of our products ship in boxes that are subject to an "oversize" package surcharge. Our robust packaging has been designed to protect your purchase from our factory to your door so that it arrives damage free. We have standardized our shipping and handling charges by taking our average cost for safely shipping a package an average distance in America, carefully packed by our expert staff, and that's what you pay. Thank you.

I live outside the contiguous 48 states. What about shipping and handling there? And how much?

If you live in AK, HI, Puerto Rico, Guam, the USVI or have an APO/FPO Box, our shopping cart technology will give you an exact dollar amount quote for the indicated products you wish to purchase. Please note, shipping times to these locations may be extended.

If you still are experiencing difficulty, or have additional International shipping questions, please contact us at (800) 325-CARE (2273).

Shipping and Damage Insurance

If your package is lost, stolen or damaged, by selecting insurance, we will prioritize your order to the front of the line and immediately ship your replacement via 3 day FedEx at no charge. Backordered items will ship when in stock. Shipping and Damage Insurance charge is non-refundable. Please contact us with any questions.

Ordering Online/Security

I'm concerned about giving you my credit card. Can I trust your site to be secure?

You can be fully assured that our website is a secure website. Your personal information including credit card number, is transmitted over the Internet via an SSL (Secure Socket Layer) encrypted session. This method ensures that only the person who you choose to send information to is the person that sees it.

We have chosen VeriSign to be the verifying authority as to the level of security our website maintains. They have issued our company a certificate stating that: This site has a VeriSign Secure Server ID.

1. VeriSign has verified the organizational name and that WeatherTech has the proof of right to use it.
2. This site legitimately runs under the auspices of WeatherTech.
3. All information sent to this site, if in an SSL session, is encrypted, protecting against disclosure to third parties.

Included in the certificate are the effective dates of our secure site certificate.

I just ordered online, but I am unsure my order went through. How can I be sure?

An order confirmation email will be sent within minutes of placing your order. If you do not receive an email, please call customer service at (800) 325-CARE (2273) and a representative will be happy to assist.

I want to order via phone, fax or mail. How do I do that?

You are more than welcome to call us! Our telephone number is (800) 325-CARE (2273). We have customer service representatives available during these hours:

Monday - Friday
8 a.m. - 5 p.m. CST

I'm new to your site, where do I start?

Start by going to our all products page, here you can see every product we offer for your furry friend.

If you've come to our website to purchase a gift and don't know the size of the pet your are purchasing for, no problem! You can always purchase a gift card here and let the person you are buying this gift for configure the product to thier needs.

Can I make a purchase with a Prepaid Gift Card?

Unfortunately, Prepaid Gift Cards of any kind are not accepted as a payment option on PetComfort.com. However, if you have an official PetComfort Gift Card, it will be accepted as a payment option.

Returns

What is your return policy?

To begin the return process, Please call our Customer Service Department at (800) 441-6287 to obtain a return authorization number. Your return authorization number is valid for a period of 30 days from the date you received your order. Any returns without a valid return authorization number will be refused. Please write the return authorization number below our return address on the outside of the box. To expedite this process, you may also fill out a return request form by clicking here.

Of course, all products must be returned in new, unused condition in their original box. Shipping must be prepaid by the customer on all returns. Refund will be given on merchandise returned, less shipping & packaging. We do not accept C.O.D. returns.
 

Return Policy for Holiday Purchases
In the case of items purchased as gifts during the holiday season, we do extend our return policy from the standard 30 days through the end of January. You can purchase at any time before Christmas with the peace of mind that the person for whom you bought will have a stress-free return time frame.

All products must be returned to:
Pet Comfort, LLC
1 WeatherTech Way
Bolingbrook, IL 60440