Customer Service

New visitors

Welcome to the PetAg family! Whether you already have a pet or are interested in adding one to your family, PetAg is your home for pet products and pet care advice. It’s easy to navigate our web site and place an order. Here in customer service, we offer you an overview of what’s on our site and how our company policies work.

Pet Care Info
Are you interested in getting a new pet? Are you looking for training techniques? You’ve come to the right place. Here is a sampling of the helpful information you’ll find at PetAg.

  • Pet Health – PetAg is committed to responsible companion animal ownership. Our Pet Health section will provide important information about the selection and proper care of your pet.
  • Blog Posts – Our blog is full of easy-to-apply advice on the best ways to keep both the pet and the pet owner in a happy and healthy relationship.

Shopping

We want you to find your pet’s favorite chews, treats and toys in as few clicks as possible. You can locate products by searching or browsing, and if you have any questions you can always contact us domestically.

Searching for products
If you want to search for a product, type in the product name or category in the Search box at the top of any page. Once you have entered the product term you want to search for, click on the magnifying glass.

You will see a list of search results that include everything that follows the search parameters that you set. That’s why it’s best to always be specific when searching for products, articles and help.

Placing your order

We’ll walk you through the steps to complete your purchase:

Shipping Information:

  1. Enter the address where you’d like us to ship your product(s).
  2. Check the box below the address entry form to let us know if your shipping address is also your billing address.
  3. Click “Continue to Shipping Method.”

Shipping Method:

  1. Select your desired shipping method. Choices vary based on your shipping address and the items in your Shopping Cart. Once you’ve selected a shipping method, your total will update in your Shopping Cart.
  2. Click “Redeem Gift Card or Promo” or “Continue to Payment” to proceed.

Gift Cards, Gift Certificates and Promotions (Optional):

  1. Enter your Promotion/Coupon Code into the space provided. Click “Apply”.
  2. If applicable, enter your Gift Card or Gift Certificate you’d like to redeem and select “Apply.” Once accepted, your order totals will update.

Payment:

  1. Choose your payment method.
  2. If it is different from your Shipping Address, enter the Billing Address for your form of payment.
  3. Submit the requested information.
  4. Select “Save and Continue” to proceed.

Gift Message (Optional):

  1. Enter your Gift Message in the space provided (5 lines, maximum 60 characters per line, including spaces).
  2. If an email address is provided, we will send the recipient an email upon shipment of the product.
  3. Click “Save and Continue”.

Lastly, verify your information is correct. If you need to make changes, click the “Edit” button in the appropriate area. Once you’re satisfied, Click “Place Order.” You will see a confirmation page once your order has been placed.

Order Processing
Once your order is placed, you will receive a confirmation email with your order summary. Orders are subject to verification of payment information by phone which might affect the standard processing time (3 days).

Payment Options
PetAg accepts Visa, MasterCard, American Express and Discover through your PayPal account.

PayPal, owned by eBay, is a global online payment system. PayPal is a convenient, easy-to-use, and secure way for you to pay for your PetAg products. PayPal is an account-based system that allows anyone with an email address to securely send and receive online payments. At Checkout, you will be redirected to PayPal’s web site to confirm your payment source, such as a credit card or checking account. More info

PetAg is unable to accept checks or money orders.

Tax Exemption
If you qualify for tax exemption, please submit your request for exemption by faxing your tax certificate, resale certificate, or other required documentation to 847-683-2343. On a cover sheet, be sure to include your order number. A specialist will review your certificate once it has been received. We will notify you by email within 5 business days if your request has been approved.

Your order will initially be taxed. Once we’ve received your request and it has been approved, we will process a refund back to the original form of payment for the applicable amount. An automated email will be sent as confirmation that the refund has been processed. Please allow up to 10 business days for the refund to appear on your banking statement.

Canceling or Modifying an Order
After you have placed an order, there is a limited time in which you can cancel it. To see if an order can be cancelled:

  1. Call, e-mail, or fax us. Be prepared with your order information.
    1. PHONE: 800-323-6878, Monday through Friday from 8 am-4:30 pm – Central
    2. FAX: 847-683-2343
    3. MAIL: info@petag.com
  2. To modify an order, call, email, or fax. One of our representatives will give you the option to cancel the existing order and start over with the same items in your Shopping Cart. You can then make the changes you would like and submit a new order.

Modifying Your Shipping Address
There is a limited amount of time available for modifying the shipping address on an order. To see if your order can be modified:

  1. Call, email, or fax us at the following:
    1. PHONE: 800-323-6878, Monday through Friday from 8 am-4:30 pm – Central
    2. FAX: 847-683-2343
    3. EMAIL: info@petag.com
  2. One of our representatives will give you the option to cancel the existing order and start over with the same items in your Shopping Cart. You can then make the changes you would like and submit a new order.

If the option to modify your order is not available, the order is in process and we will no longer be able to modify any information on your order. PetAg will not be responsible for redirecting packages if the wrong or incomplete shipping address is provided during the order process.

Shopping Security
We promise to take the steps to protect your valuable information for orders placed online with PetAg.

Here’s Why:
We use the most reputable, secure server technology (SSL) for all of our commerce transactions. Once we have collected your personal data, we take as many steps as we can to protect it against unauthorized access.

Our Promise:
Under the Fair Credit Billing Act, a bank cannot hold you liable for fraudulent charges exceeding $50.00. If a fraudulent charge resulted from the unauthorized use of your credit card while shopping with PetAg, we will cover your full liability, up to $50.00.

Shopping Cart
Filling your Shopping Cart with all kinds of fun pet products is easy. Here’s how:

  1. Add a product to your Shopping Cart by entering a quantity and clicking “Add to Cart” or “Schedule Repeat Delivery” on a product page.
  2. To buy multiple quantities of an item in your Shopping Cart, simply increase the number in the appropriate “Quantity” box.
  3. Click “Update” to save the changes you made.

To view items in your Shopping Cart, click the “View Cart” button at the top of any page.

To remove an item from your Shopping Cart, click on “Remove” below the Quantity box. When you remove an item, its price is automatically deducted from your total cost.


Shipping and Returns

We guarantee to get your product shipped to you as quickly as possible. Processing takes on average 3 days. So from the time you place your order you can expect your product within 6-12 days.

Return Policy-

If you need to contact us about your order, you may reach us at:

PetAg, Inc.
255 Keyes Ave.
Hampshire, IL 60140
www.petag.com

PHONE: 800-323-6878, Monday through Friday from 8 am-4:30 pm – Central
FAX: 847-683-2343
EMAIL: info@petag.com

If you are not 100% satisfied with your purchase from PetAg, we promise that you will receive a prompt replacement or full refund less shipping within 30 days of receipt of your order. Please contact us prior to returning the product, so we can make sure your return is handled promptly.

Thank you for doing business with PetAg! We look forward to serving you again in the future.

Privacy Concerns

Security
Petag ensures that we will take sensible steps to protect our customers’ data against unauthorized access using Secure Sockets Layer (SSL) technology to protect your online order information.

To check the security of your connection, look at the bottom of your web browser window after accessing the server. If you see an unbroken key or a closed lock (depending upon your browser), SSL is active. You can also double-check by looking at the URL line of your browser. When accessing a secure server, the first characters of the site address will change from “http” to “https.”

Note: some versions of browsers and some firewalls don’t permit communication through secure servers, so you would be unable to connect to our servers to place an order.

California Privacy Rights
Pursuant to Section 1798.83 of the California Civil Code, residents of California have the right to request from a business, with whom the California resident has an established business relationship, certain information with respect to the types of personal information the business shares with third parties for direct marketing purposes by such third party and the identities of the third parties with whom the business has shared such information during the immediately preceding calendar year. Under California law, California residents who have an established business relationship with Petag, may choose to opt out of Petag disclosing private information about them to third parties for marketing purposes.

Privacy Policy
At Petag, we are concerned with protecting your privacy. We use the information we collect about you to provide a personalized shopping experience. We may also use it to tell you about special offers that we think you’d appreciate if you are subscribed to our newsletters. You’ll never have to worry about receiving a barrage of unexpected email from us if you have not subscribed with us. We will not sell, rent or trade your information. View Privacy Policy

Kids

Always ask your parents for permission before you send any information about yourself over the Internet, such as: your name, address, phone number, or email address, to us or to anyone else.

Parents
We are committed to protecting your children’s privacy. If Petag knowingly collects personal data from children, we will use it for internal purposes only. We will not post it, publish it, or supply it to any third parties. Children must ask their parents or guardians for permission before visiting Petag.com or purchasing anything from Petag.com.

Changes to Our Privacy Policy

Check back here often for updates and changes to our privacy policy.

Terms of Use

Welcome to Petag.com. If you continue to browse and use this web site, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our Privacy Policy govern Petag’s relationship with you in relation to this web site.

Contacting Us

If you need to contact us about your order, you may reach us at:

PetAg, Inc.
255 Keyes Ave.
Hampshire, IL 60140
www.petag.com

PHONE: 800-323-6878, Monday through Friday from 8 am-4:30 pm – Central
FAX: 847-683-2343
EMAIL: info@petag.com