Customer Service



  • Shipping & Delivery

    General Shipping Information

    Shipments are delivered Monday through Friday. We do offer Saturday delivery where available and at an additional charge. To place an order for Saturday delivery, get rates or location availability; please call customer service at 1(323) 852.3647. Delivery times may vary as orders maybe ship from more than one location and certain items could take up to 3 weeks for delivery. Item delivery times quoted are to metropolitan areas and shipments to remote locations may also take longer. Prices and terms are subject to change without notice.


    Items Ship Separately

    Please note that item(s) may ship separately from other locations and/or ship in separate boxes. For example, large, heavy items will not ship with delicate, breakable items. So if you are purchasing items that are not friendly shipping together, you will receive the balances of your order in separate boxes.


    What are the shipping options for my order?

    Shipping Method Est. Delivery Time

    Economy* 7-10 Business Days

    Ground 2-6 Business Days

    3 Day Shipping 3 Business Days

    2nd Day Air 2 Business Days

    Next Day Air 1 Business Day

    Priority Mail* 7-10 Business Days

    *Please note Economy shipping may utilize USPS for final delivery.

    *Please note that due to carrier restrictions, some products shipping to the 48 contiguous states must be sent via Ground Shipping and are not available for Economy Shipping.

    *Orders to APO/PPO, PO Box, Guam and the Virgin Islands ship Priority Mail. Order to Puerto Rico can be shipped Economy or Priority Mail.


    How are the shipping charges calculated for my order?

    Shipping costs are calculated based on the total weight of items in your order and the shipping method selected. Total shipping charges will automatically display on the Checkout page before you submit your order for completion.


    Can I ship my order to Alaska or Hawaii?

    Yes. A $29.95 fee will apply in addition to the shipping charges. Please note that shipping times to Alaska and Hawaii will take longer than what's noted in the chart above. Shipping charges to Alaska and Hawaii are a result of increased cost from the shipping service provider.


    Can I ship my order to Canada?

    We make placing orders for delivery to Canada quick and easy!

    Select items marked with "Ships to Canada" messaging and process your order as you normally would. Any additional charges will be calculated in your Billing Summary Page. If you have any questions please contact us online or call us at 1(323) 852.3647.

    Canadian Shipping & Sales Policies

    Cost for Canadian Shipping

    • Base Shipping Charge = $32.00 (includes Shipping, Customs Fees, and Duties.)

    • Per Pound Charge= $0.75 per pound

    If you have additional questions regarding Canadian Shipping, please contact Customer Service at 1(323) 852.3647.


    Can I ship my order internationally?

    Vanderpump Pets is happy to accept orders from friends around the globe. We have partnered with Bongo International to service our international customers. If desire international, please contact Customer Service at 1(323) 852.3647.


    Limitations

    For products shipped internationally, please note that any manufacturer warranty may not be valid, manufacturer service options may not be available, product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements, and the products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate).


    Must I sign for my delivery?

    Signature is required for Motor Freight; 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 Vanderpump Pets must be notified immediately. You must save all shipping and merchandise packaging.

    May I choose my shipping carrier?

    No. You may choose only the  VP Pets Courier method.


    Who do I call if my merchandise arrives broken or damaged from the carrier?

    If your order is broken or damaged, refuse delivery (if possible) and call Customer Service at 1(323) 852.3647. You must save all shipping and merchandise packaging.


    Is expedited shipping available on all products?

    Expedited shipping is only available on those products that can be air shipped in accordance with shipping service provider requirements. Products exceeding weight or girth limits and products falling under the hazardous materials (hazmat) guidelines for dangerous materials cannot be expedited. These products are duly noted on the product information page.


    Are there any shipping restrictions based on delivery location?

    *Economy shipping available to the 48 contiguous United States.

    *Ground shipping available to the 48 contiguous United States and Canada.

    *Air shipments (2nd Day and Next Day) available to the 50 United States.

    *Priority Mail available to Guam, Puerto Rico and the Virgin Islands.


    California Only - Pesticide Sale Restriction

    A pesticide is any substance intended to control, destroy, repel, or attract a pest. Any living organism that causes damage, economic loss, transmits or produces disease may be the target pest. Pests can be animals, insects, unwanted plants and weeds, or microorganisms such as plant diseases, viruses or bacteria. Before being sold or used in California, all pesticides must be registered with both the U.S. Environmental Protection Agency and the California Department of Pesticide Regulation (DPR). Pesticide products typically sold in retail stores include: Algaecides, Fungicides, Herbicides, Insecticides, Rodent Poison, Repellants and Disinfectants & Sanitizers. If a product fails to meet California use requirement, TABcom, LLC will restrict product shipment to comply with California state law.


    State Product Sale/Shipping Restrictions

    We sell/ship product to all 50 states and Canada. Some products have very specific state selling restrictions and or regulations and by law we are not authorized to sell. For example; vaccines, prescription drugs, wormer and select insect repellents are restricted sale items in select states. We will notify you of any items that are restricted due to state regulations at time of order placement. We’re sorry, but by law we cannot sell these items.


  • RETURNS & REPLACEMENTS

    Satisfaction Guarantee

    It is our mission to ensure that your Vanderpump Pets shopping experience is simple and enjoyable.


    15-Day Return Policy

    If you are not completely satisfied with an item, you may return it within 15 days from the date received.* The item must be in its original condition and include all parts, accessories and packaging. Call us at 1(323) 852.3647 to obtain a Return Authorization Number (RA#) and shipping instructions. Include a copy of the original invoice with your return and write your RA# visibly on the outside of the shipping package and on the packing slip. Please tell us why you are returning our product, so that we can continue to improve our service.


    Return shipping costs are non-refundable, unless the item is being returned as a result of our error (damaged, defective, wrong item sent, etc.). For your protection, we encourage you to send your return prepaid via UPS or FedEx. We do not accept COD. Save your shipping receipt and tracking number for proof of return delivery. We are not responsible for return packages that are lost or damaged by the return shipping company.


    When requesting a refund, your original credit card will be credited once your return is processed. If using a prepaid gift card such as Visa, Master card, American express, please retain to ensure proper credit. When exchanging an item, you will see a credit to your original pay method for the returned item and a charge for the new item, plus shipping and handling.


    Missing, Damaged, Defective or Incorrect Item Sent Return Policy


    If an item is missing, damaged, defective or incorrect, you must contact us by phone or email within 15 days upon the receipt of the package so that our customer care specialists can explain what steps need to be taken. After 15 days, there are no refunds or exchanges on damaged items.


    *Please Note:

    Items may be subject to a 10% handling and restocking fee. All item(s) sold with a quantity discount and returned, may be charged at the original sale price if the item(s) purchased fail to qualify for the quantity discount. Personalized items cannot be exchanged or returned unless there was an error on our part (damaged, defective, wrong item sent, etc.)

    Vanderpump Pets return policy does not apply to pet insurance plans provided by Nugget Enterprise, Ltd. please review your policy documentation or call 1(323) 852.3647 for more information.

  • PAYMENT, PRICING & SALE

    Sale shipping offers cannot be applied to orders being shipped via Air (Next Day or Second Day). All offers are while supplies last and may not be applied to any other sale offers or discounts, applied to previous orders or to Business to Business orders.


    Sale discounts that apply to the order total will be reflected at checkout. Order total excludes taxes, shipping & handling charges, processing fees and the purchase of gift certificates. Due to market changes or circumstances beyond our control, all prices are subject to change without notice. We are not responsible for any typographical errors.


  • VIEWING ORDERS

    Have you placed an order and want to know what's going on? Check your order status online by signing into your account .

  • UPDATING ACCOUNT INFORMATION

    If you need to revise your profile, change your password, or view order history, signing into your account . Not a registered user? Take a moment to register with vanderpumppets.com and enjoy faster online checkouts, sign up for email newsletters and more.


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