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FAQs >>

CONTACT INFO

• How to reach us

LIVE CHAT: Just click on “LIVE CHAT” at the top of our web page for real time help and information via instant message.

TOLL-FREE PHONE: 800-PETS-810 (800-738-7810)
If all representatives are busy, please leave a message and we will return your call as quickly as possible during regular business hours.
Response times will vary based on call volume.

EMAIL: service@myfavoritepetshop.com
We will respond to your email as quickly as possible within regular business hours. Response times will vary based on volume of inquiries.

• Hours of operation

You can contact us during regular business hours: 9AM to 5PM EST, Monday through Friday. Email inquiries may be sent at any time and will be answered as quickly as possible during regular business hours.

ACCOUNT INFO

• How to change account information

You can make changes to your My Favorite Pet Shop account at any time.
Here’s how:
• Click on “My Account” at the top of our web page
• Enter your login information (email address and password)
• After you have logged in, you can edit your email or password, your address and your pet profiles.

• Forgot password

If you forget the password to your account, simply enter the email address associated with this account and we will email your password to you. (Please record your password for reference and keep it in a secure location.)

• Address book

You may save multiple shipping addresses in your Shipping Address Book. Having these addresses on file makes it easy to select the shipping destination for each order. You may edit or delete existing shipping addresses or add new shipping addresses at any time.

• My Points

At MyFavoritePetShop.com, you can earn money-saving Points to apply to future purchases. 20 Points have a value of $1.

Earning Points is easy. Here’s how:

  • • Earn 10 Points when you register with My Favorite Pet Shop
  • • Earn 1 Point for every $1 you spend at My Favorite Pet Shop
  • • Send us a review for the products you order – earn 10 Points for each review
  • • Submit videos of your pet using the product – earn 20 Points for each video
  • • Participate in a My Favorite Pet Shop survey to earn 20 Points
  • • Like us on Facebook and earn 20 Points

The Points you earn will become active 45 days after they are awarded. Each time you shop, you can apply the Rewards Points in your account to your purchase.

For each order, the maximum number of Points you may apply must not exceed 10% of your order value. (So for a $100 order, the maximum value of Points you may apply is $10 or 200 points.)

Any unused Points will be saved in your Points account for future purchases.

• Unpaid orders

If you have started an order but not completed it, we will save that order for you in your in the My Unpaid Orders section of your account. To complete that order at any time, simply confirm that the merchandise is still available and click “Place My Order”.

• Email preferences

When you sign up for our emails, you will receive exclusive offers and discounts. You may choose to receive emails for either DOG and CAT products – or BOTH. And you can change your email preferences at any time.

• Order information

The order information in your account lets you review the details of previous orders and helps you to determine the status of new orders.

• Pet profiles

We encourage you to keep a current Pet Profile for all your pets. By telling us about your pets, we can send you send you special offers and information about products that are especially recommended for your pets.

• Wish list

If you find a product that you like but you’re not ready to buy, simply add it to your Wish List. We’ll keep the product information there for you to review whenever you want. To purchase a specific product from your Wish List, simply click the “Add to Cart” button.

COUPON CODES

• What is a coupon code?

A coupon code is a special code that allows you to take advantage of special discounts and limited-time promotions.

• How to find a coupon code

To find coupon codes for all current sales and promotions, simply click the “Coupon Codes” link at the bottom of our homepage. Or, when you check out, look for the “Enter Coupon Code” box at the bottom of your Shopping Cart page and click the “Find one now” link.

• How to use a coupon code

It’s easy to use a coupon code at My Favorite Pet Shop. During checkout, simply enter the coupon code in “Coupon Code” field at the bottom of your Shopping Cart page and click “Apply”.

• Coupon code restrictions

  • You may use only one coupon code per order
  • Coupon codes are only valid for a limited time and will not be honored after the expiration date
  • Coupon codes are only valid while supplies lastM
  • Coupon codes may not be combined with other special offers
  • Coupon code discounts will be applied only to valid items included in the promotion
  • Coupon codes may not be applied to shipping charges or taxes
  • Coupon codes must be applied at the time of purchase – they may not be applied after your order has been placed
  • Coupon codes may not be applied to a previous order
  • Each coupon code has its own terms and conditions that govern that offer. Please refer to the specific terms and conditions of each offer for specific details.

• Manufacturer’s coupons

We do not accept manufacturer’s coupons in our online store.

ORDERING

• How do I know that my order has gone through?

When your order is complete, you will see a Thank You page that shows your order number and the total amount of your order.

• How do I cancel my order?

Once an order has been processed it cannot be cancelled.

• How can I make changes to an existing order?

Your order can only be changed BEFORE it has been processed. To change your order, please call our Customer Care team immediately after placing the order. Customer Care representatives are available during regular business hours – 9AM to 5PM EST, but depending on call volume, we may not be able to immediately answer your call. If a Customer Care representative is not available to take your call, you may leave a message or contact us via email. If we receive your message before your order has been processed, we will make the changes you request. If your order has already been processed by the time we receive your message, we cannot make any changes.

• Backorders

If an item is out of stock but we expect to receive more soon, we will show you the expected ship date and you may place a backorder for this item.

• Phone orders

At this time, we cannot accept phone orders. Please order on our website.

SHIPPING & DELIVERY

• Free shipping details and restrictions

When you purchase $49 or more in qualified items, your order qualifies for free standard shipping. Most of the items in our store are eligible for free shipping, but some oversize or overweight items are excluded.

It’s easy to tell whether or not an item qualifies for our free standard shipping offer. When you view an item, just check the product’s “Shipping” information in the Product Details section of the page. If the item is not included in our free shipping offer you will see this message: Shipping: This item is not eligible for our Free Shipping Offer

• Shipping to PO boxes and APO addresses

At this time, we do not ship to PO boxes and APO addresses.

• Shipping to Alaska, Hawaii and US territories

At this time, we do not ship to Alaska, Hawaii or US territories.

• International shipping

At this time we do not ship outside the USA.

• How can I track my shipment?

When your order ships from our warehouse, you will receive a confirmation email that includes a tracking number to track your shipment online.

PAYMENT

• Payment methods we accept

At this time we accept Visa, MasterCard, American Express, Discover and PayPal.

• Secure payment

We work hard to ensure the safety of your online purchases. Your private information is encrypted and secured through the use of trusted data security encryption software. We will never share your private information with outside sources.

• Your credit card information

For your safety, we do not keep your credit card information on file. For your protection, you must enter your valid credit card information with each new purchase.

Paying with Points

You may receive $1 credit for every twenty (20) Points you earn. At the bottom of your Shopping Cart, you will see an area labeled “Pay with Points”. It shows you the number of Points in your account and lets you decide how many of these points you would like to apply to your purchase. The number of Points you apply may not exceed 10% of your order value. To learn more about My Favorite Pet Shop Reward Points, click here.

RETURNS & REFUNDS

• Return Policy

If you would like to return a product, we will gladly accept your return within 90 days of initial delivery and issue a full refund (excluding shipping costs) with the following conditions:

  • Product is not used or past its expiration date.
  • Product is returned in the same condition you received it with the original box and packaging intact.
  • Shipping and handling fees will not be refunded unless the return is due to a product defect or a fulfillment error by MyFavoritePetShop.com.

All returns must be pre-approved and accompanied by a Return Authorization Number. This number will be provided to you when you contact our Customer Care Team by telephone or email prior to shipping your return.

Your original packing slip must be included inside your return package. Write your Return Authorization Number on the slip in the space provided and at the bottom, please indicate which items you are returning and the reason for return. Package the items securely to prevent damage during shipment.

We recommend that you ship your return using a traceable method. Keep the tracking number to monitor the status of your return shipment. You will be responsible for all return shipping costs unless: (1) the item is defective, or (2) MyFavoritePetShop.com has shipped you the wrong item. All return shipping charges must be prepaid. We do not accept COD deliveries and we are not responsible for lost return shipments that did not include a traceable shipping method. Please send your return to:
My Favorite Pet Shop
Attention: Returns
515 W. Allen Avenue, Suite 12
San Dimas, CA 91773

• Refunds

All refunds will be credited back to your original form of payment. Once we receive your return and process your credit, you will receive a confirmation email showing the amount of your refund. Processing times vary at all banks, so once the credit has been issued please allow up to 10 business days for the credit to post to your account.

• Product Exchanges and Replacements

We do not do exchanges. If you are unhappy with a product for any reason you may return it, but it cannot be exchanged for another item of equal or lesser value.

If the item you received is damaged or defective, we will gladly replace it with the identical item with no additional shipping charges.

PRIVACY & SECURITY

• Privacy Policy

At My Favorite Pet Shop we respect the privacy of our customers and the importance of the information they entrust to us. This Privacy Policy explains what personal information is collected through this Web site, how that information is used, to whom it's disclosed, and how it's safeguarded.

We may refer to My Favorite Pet Shop as "we," "us," or "our" throughout this privacy policy.

My Favorite Pet Shop will never sell, distribute, rent, license, disclose, share or pass this information onto any third parties, other than those who are contracted to My Favorite Pet Shop to assist us in performing our business functions.

When you register with My Favorite Pet Shop, you may be asked to supply personal information like your name, home address, and email address.

We may also collect descriptive information that allows us to improve the type and quality of products, services and promotions offered to you and the manner in which they are offered. The information we collect will be used to ensure the proper functioning of our Website, and to assist us in marketing and product development.

We collect personal information directly from you to enable us to do all the things typically associated with Web sites. In addition to this personal information we may also collect additional information, like personal preferences, credit card number, purchase and ordering information, demographical information, responses to survey questions and sizing information. (For your protection, we do not keep your credit card number information on file after purchase.)

This personal information is collected at checkout, via email subscriptions and email offers, through participation in surveys and entry into contests or sweepstakes, or by interacting with special promotional or program offers.

We collect information about you. And, when you provide it, we collect information about those you know, for example, the addresses you choose to enter in your Shipping Address Book. We use this information to help us do things like process your orders, personalize your online experience with content and offers that are tailored to your unique interests, allow you to post content like product reviews, provide better customer service, improve our Website, market products and services, and more.

We also collect information about you through observation or technology, including your browser type and version, service-provider identification, IP address, and navigational information.

Like most websites, we use cookies to better understand what you do while on our Website. Cookies are pieces of information that websites send to the browser and are stored in the computer hard-drive. A cookie is a small data file that's stored by your Web browser on your computer. Cookies allow us to see how you navigate our Web site and see what you click on. They also allow us to remember you and your online purchases when you return. This helps us improve our site, provide better customer service, personalize your online experience, and personalize offers to you based on your unique tastes and purchase history. This results in a more personalized experience that is better tailored to your individual needs. Cookies will not identify you personally. If you would prefer not to receive cookies, you can alter your security settings on your web browser to disable cookies or to warn you when cookies are being used. However, by disabling the cookie function in your web browser you may impede your ability to use parts of the site.

Your My Favorite Pet Shop user name and password provide you secure access to your account. It is your responsibility to safeguard this information at all times.

My Favorite Pet Shop will never sell, distribute, rent, reveal or share your personal information with any third parties, other than those whose services have been contracted to assist us in performing specific business functions. We will not use or disclose, or permit the use or disclosure of personal information that could be used to identify you in any circumstances except:

  • to ensure proper functioning of our Website
  • to provide you with the products, services and information you request
  • as necessary to enforce the law or defend a legal claim
  • where reasonable proof or a good faith belief exists that this information is necessary or legally required to protect our customers, the public or our business
  • in the case that you give consent to disclose this information for a specific purpose

If you decide that you no longer wish to receive our emails, you may unsubscribe by using the unsubscribe link which can be found at the bottom of every email.

This information was last updated on April 20, 2012.

• Security

Your security is always a top priority at My Favorite Pet Shop. We take all appropriate security measures to provide credit card security and to safeguard your personal information from unauthorized access, alteration or disclosure including the following security measures: limited access data centers, firewall technology and secure-socket-layer (SSL) certificate authentication. SLL encryption technology is the most widely used data encryption coding system for secure e-commerce transactions. It provides security for information provided over the Internet. We accept orders only from Web browsers that permit communication through SSL technology (including Internet Explorer version 6.0 or higher, Firefox version 3.0 or higher, Safari version 4 or higher, Chrome version 2 or higher).

While we implement the above procedures on this Website, no information transmitted over the Internet can be guaranteed to be 100% secure by any Website.

My Favorite Pet Shop will take every reasonable precaution to ensure that your personal information is accurate and complete, and that it is stored in a secure environment that can only be accessed by authorized sources. While we will take all reasonable steps to protect your personal information, we cannot ensure the security of any information you transmit to or receive from us. These activities are conducted at your own risk. However, once we receive your information, we will use all reasonable efforts to ensure its security.