Frequently Asked Questions
Q: Who are you? How long have you been in business?
A: We’re a new but experienced business that focuses on excellent customer service and fast shipping. We’re dedicated to our customers 100%, and we do our best to make every single sale the best online experience you’ll ever have! Find out more about the origins of FamilyPetStore.com on our About Us page, and you’ll know why you can rely on us for your business!
Q: What’s the easiest way to find what I’m looking for?
A: Our website is engineered for simplicity; no matter what you need, we’ve got an easy way to find it. Search our website with navigation buttons on the left or top of your screen. We’ve organized everything we sell into categories, so all you need to do is click the category and you’ll be presented with the selection you’re looking for! One last way to find what you’re looking for is on our site map, located at the bottom of our home page.
Q: What sets you apart from your competitors?
A: You won't find anyone else who cares more about their clients individually. We take care of each customer on a personal basis and make sure they're taken care of. If you ever have questions about our products or services, we would be more than happy to provide you with answers.
Q: What is your return policy?
A: Before returning any products, you can obtain approval for your return by contacting us with your full name, the item to be returned, and the nature of the problem.
We accept returns of unopened products with proof of purchase up to 30 days after payment. The customer is responsible for all shipping costs incurred on returned orders. If you have any questions that you can’t find an answer to on our website, please feel free to ask through email at our address under Contact Us.
Q: I placed my order; what’s the easiest way to track its progress?
A: After you order, a confirmation email will be sent to your email address. It can take up to a business day for us to process it. Once your order is sent, a tracking number will be immediately emailed to you. We ship through UPS, FedEx, or the US Postal Service, and you can use their services to track your order through the shipping process. If you have any other questions about your order, you can always contact us through email and we can provide additional support.
Q: How fast do you ship? How fast is my order processed?
A: Our regular shipping can take anywhere between 7 to 14 business days, though the average shipping time is usually 5 to 7 business days. The moment your order is placed, our customer support team reviews the order and can usually process it the same day.
Q: Is shipping calculated automatically in the shopping cart?
A: Yes, it is—all you need to do is follow the instructions in the shopping cart. The cart then calculates your shipping fee based on the number, size, and other specifications of your requested items. Since we rely on UPS, FedEx, or USPS for shipping, our costs are calculated with their shipping rates. Our cart will do all the hard work for you.
Q: What are my payment choices?
A: We accept Visa, MasterCard, Discover, American Express, and any form of debit. During the checkout process, you may choose any of our current payment options and continue to place your order. Your order will not be shipped until we receive payment.
Q: When will my credit card be charged?
A: Your credit card will be charged within 24 hours prior to shipment of your item(s).
Q: I received the wrong order/something is missing from my order. What do I do?
A: It doesn’t happen often! But if you believe you didn’t receive the right products, contact us within 72 hours and we can help you correct the problem or contact the shipper for more details. Please note that orders of multiple items can be shipped individually and arrive at different times. If we’ve made a mistake in shipping, we will pay to ship it back and we’ll do our best to correct the error.