Shipping Restrictions & Information

FREE Ground Shipping On Orders Over $69

Note: calculated pre-tax, post-promo codes

Exceptions: Pet food and Vaccines aren't eligible for free shipping and some oversize/heavy orders. Alaska, Hawaii, and Puerto Rico do not qualify for free shipping. (only the 48 continental states) (call for availability 800-889-8967). All orders that are shipped internationally are ineligible. Certain shipments may require extra shipping cost due to weight or dimensions. If this is required, your order will be held until we can advise you of extra charges.

Ground 4-8 Business Days

Shipping is $6.95 for orders under $69 (Calculated pre-tax, post-promo codes). Certain shipments may require extra shipping cost due to weight or dimensions. If this is required, your order will be held until we can advise you of extra charges.

Exceptions: Very few items have an additional shipping surcharge. This will be stated on the item page. Note: Rarely, some shipments may take longer due to mail carrier.

Priority 2-4 Business Days

Shipping is $10.95

Exceptions: Shipping carrier may vary. Priority shipping doesn't guarantee a USPS Priority delivery. Restrictions may apply to certain items. Please contact us directly for more information. Some items marked on the item page as restricted. Examples: Items that list ORM-D and Pet Foods and other large or heavy items/orders.

Express Shipping (1-2 Day)

Exceptions: Alaska and Hawaii are not eligible. Items listed as ORM-D or items that specify ground shipping only. Express 1-2 days shipping orders are only shipped Monday - Wednesday. Weekend delivery is not available, so orders Friday Express will ship on Monday and arrive on Tuesday. There are size limits for Express orders. Generally, the maximum size is roughly 3-6 bottles or averagely sized items. If you have selected Express 1-2 day shipping and your order is too large, your order will be shipped Priority instead and the Express 1-2 day fee will not be charged. Please make sure to give us a valid phone number that we can reach you at immediately. If there is an issue with your order we will call you before 6:00 PM EST (3:00 PM PST) to make sure that your order goes out the same day. The cut off time for these orders to be shipped on the same day they are placed is 2:00 PM EST (11:00 AM PST). Any order placed after that time will be shipped the next business day.

Canada and UK shipping

Exceptions: If ordering Azodyl or other refrigerated items please call 800-889-8967 or chat before placing your order. Note: You are responsible for the importation of your order. We cannot be held responsible for returned, damaged or destroyed packages by customs. Please make sure you know your regulations for importation into your country or region. Packages returned by customs may incur a restocking fee. There may also be additional duties, fees or taxes imposed by customs. Canada Post calls these COD (Collect on Delivery Fees) which includes a $7.25 administration fee. The FDA does not allow the returns of food or drug products (this includes anything taken orally) to the United States from Canada. Any refused or returned packages will be destroyed by customs.

Exceptions: Some items marked on the item page as restricted.

Examples: Items that list ORM-D and Pet Foods and other large or heavy items/orders.

International

Shipping is $39.99 for most orders, few exceptions apply, you will be contacted if additional shipping is necessary.

We ship via Express Mail. Shipping is automatically calculated when you enter your address information. Certain international shipments may require extra shipping cost due to weight or country location. If this is required, your order will be held until we can advise you of extra charges. Please note, we do not ship pet food internationally and we do not ship any edibles to Brazil. Please allow up to 14 business days for your international shipment to arrive.

Note: You are responsible for the importation of your order. We cannot be held responsible for returned, damaged or destroyed packages by customs. Please make sure you know your regulations for importation into your country or region. There may be additional delays in your shipment due to customs. Packages returned by customs will incur a deduction of the International shipping cost from the total refund. Packages returned damaged will be inspected and all applicable deductions will be handled on a case-to-case basis. There may also be additional duties, fees or taxes imposed by customs.

Australian Customers: Please check with AQIS (https://www.agriculture.gov.au/travelling) to make sure that you have all of the proper documentation necessary for importation of our products into your country.

Hawaiian or Alaskan Customers: Some items or orders may require additional shipping costs when they are shipped to Hawaii or Alaska. If that is the case, your order will be held and you will be contacted before the shipment leaves our facility. Shipping may not be available to these states for some items. Please allow up to 14 business days, after the package leaves our facility, for delivery.

Refrigerated Items: If you order a refrigerated item to be shipped internationally, we can not guarantee that it will stay or arrive cold. Please be aware of this before ordering and plan accordingly.

Note: We are a US company selling US products. If you order an electronic product that plugs into a power socket the specifications will be US standard 110/120 Volt. You will need a special converter for it to work properly internationally. We are not responsible for any damage caused if the converter or device malfunctions when plugged into a non-US standard 110/120 Volt outlet.

Pet Food Ground

Shipping is calculated per our shipping rates given to us by our carriers. We will choose the shipping company that best fits your pet food order to get you the best rates and service. Please allow 7 to 12 business days for ground delivery.

Please call customer service at 1-800-889-8967 to receive a shipping quote for Pet food orders weighing more than 80 lbs.

Exceptions: We do not ship food Express. Pet food is not available internationally. Some items that are bulky and or heavy will need to ship via Pet Food Ground. These items will be noted in the item description box.

Vaccine Shipping

Shipping is $36.95 + a $6 surcharge for ice. Your order will ship via Express 1-2 day mail and will be packed in an insulated box with ice packs. Items that are required to ship this method will be listed in the item description. Orders placed after 2:00 PM EST (11:pp AM PST) may not end up being able to ship out the same day.

Restrictions: All foreign orders are ineligible. Free shipping is ineligible.

Note: Vaccine orders are only shipped out on Mon-Wed. due to Express service only being able to deliver during weekdays. We cannot be responsible for vaccine or other refrigerated orders that are delayed because no one is present at the time it is delivered.

Some of our items are required to ship via the ground by our mail carriers. These items are marked with the ORM-D blue logo. ORM-D blue logo items CANNOT be shipped to Hawaii, Alaska or all of Norway.

Hawaiian or Alaskan Customers

Some items or orders may require additional shipping costs when they are shipped to Hawaii or Alaska. If that is the case, your order will be held and you will be contacted before the shipment leaves our facility. Shipping may not be available to these states for some items. Please allow up to 14 business days, after the package leaves our facility, for delivery.

Australian Customers

Please check with AQIS (https://www.agriculture.gov.au/travelling) to make sure that you have all of the proper documentation necessary for importation of our products into your country.

Canada Shipping

Canada Shipping is $29.99 for most orders, few exceptions apply, you will be contacted if additional shipping is necessary. We ship via USPS for most orders. Exceptions: If ordering Azodyl or other refrigerated items please call 800-889-8967 or chat before placing your order. Note: You are responsible for the importation of your order. We cannot be held responsible for returned, damaged or destroyed packages by customs. Please make sure you know your regulations for importation into your country or region. Packages returned by customs may incur a restocking fee. The FDA does not allow the returns of food or drug products (this includes anything taken orally) to the United States from Canada. Any refused or returned packages will be destroyed by customs.

Express 1-2 Days Shipping

Most Express 1-2 Days order will ship via FedEx. (please provide a physical address for shipping details as this shipping method cannot be sent to a P.O. Box). There will also be no Express 1-2 Days shipping on pet food or products marked ORM-D. There is no weekend delivery, so orders shipped Friday Express 1-2 Days will arrive Monday. There are size limits for Express 1-2 Days orders. Generally, the maximum size is roughly 3-6 bottles or average sized items. If you have selected Express 1-2 Days shipping and your order is too large, your order will be shipped Priority instead and the Express 1-2 Days fee will not be charged. Please make sure to give us a valid phone number that we can reach you at immediately. If there is an issue with your order we will call you before 6:00 PM EST (3:00 PM PST) to make sure that your order goes out the same day. The cut off time for these orders to be shipped on the same day they are placed is 2:00 PM EST (11:00 AM PST). Any order placed after that time will be shipped the next business day.

For some heavier shipments, only ground shipping may be available. If this is the case, any priority/air shipping charges you have selected will be credited to you before shipping and also may not be qualified for free delivery on orders over $85. Order Tracking is available online. Enter your order number from your email and find out when your order is expected to arrive.

Pet Food

Shipping is calculated in real-time during checkout per our shipping rates are given to us by our carriers. We will choose the shipping company that best fits your pet food order to get you the best rates and service. Please allow 7 to 12 business days for ground delivery.

Exceptions: We do not ship food Express 1-2 Days. Pet food is not available internationally. Some items that are bulky and or heavy will need to ship via Pet Food Ground. These items will be noted in the item description box. For orders over 80 lbs. Please call for a quote.

ORM-D

Some of our items are required to ship via the ground by our mail carriers. These items are marked with the ORM-D blue logo. Shipping may take up to 10 business days. ORM-D blue logo items CANNOT be shipped to Norway.

*Pet food, Vaccines, International, and certain heavy shipments do not qualify for Free Standard Shipping Offers.

Returns

Returns may be made within 4 weeks of purchase. Any newly packaged, unopened product may be returned. A refund for the order amount minus the shipping charge will be given upon return of items. RESTOCKING FEES of up to 25%, depending on the item. Please call us at 1-800-889-8967 to obtain return authorization before returning any product. Please have your EntirelyPets Order number ready when you call. We do not accept any refunds on size substitutions on articles of clothing (pet costumes, t-shirts, etc). All purchases of clothing are final. We recommend sending returns to us in a secure box and by UPS or insured receipt for your protection. A copy of your packing slip in the box and your issued RMA number on the copy of your packing slip will expedite the processing of the refund, which generally takes 24-48 hours upon receipt of the return.

Still Have Questions? Contact Customer Service by email (sales@entirelypets.com), by phone at 800-889-8967, or try our Frequently Asked Questions page for answers to many commonly asked questions.

How to Return Items?

Option 1: Request a postage-paid return label.

Please allow up to 3 weeks for us to receive and process your return with a prepaid label. We will deduct $10 from your order refund for return postage when using the postage-paid return label. Return tracking information will be available online once the package has been scanned with the carrier. You will receive an e-mail once your return is processed and the refund is issued.

• Before sealing your package please make sure to include a copy of the invoice or email confirmation.
• Affix the printed return label to the outside of your box.
• For USPS Labels - leave your package where you normally leave outgoing mail or take it to your local post office.
• For FedEx Labels - please bring the package to your nearest FedEx.

To receive a prepaid label please request one when calling for an RMA number.

Option 2: Pay the return postage yourself.

The package can be taken to a postal carrier of your choosing and mailed to the following address:

EntirelyPets.com - Returns
34501 7th Street
Union City, CA 94587

The FDA does not allow the returns of food or drug products (this includes anything taken orally) to the United States from Canada. Any refused or returned packages will be destroyed by customs.

Cancellations & Modifications

Cancellation or modification requests for an order can be made if it has not been sent to our warehouse for processing yet. If the request is made after the order was sent to the warehouse, the return procedures will need to be followed upon receipt of the merchandise by the customer.

Please note that our order fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, once the order has been sent to our warehouse for processing, neither you nor our customer service staff will be able to cancel or modify it. We are not responsible for orders that cannot be canceled or modified after an order has been submitted.

INCLEMENT WEATHER POLICY

If you live in an area that experiences extreme temperatures, we recommend you choose the express shipping method. EntirelyPets is not responsible if a package encounters inclement weather conditions, as this is outside of our control. It is the customer's responsibility to consider current weather conditions in their delivery area when ordering medications. If special arrangements need to be made for shipping, please contact customer service at 1-800-889-8967. Additional charges may be incurred.

Note: Azodyl Shipping includes ice packs and is shipped via the shipping option chosen at checkout. We recommend shipping via Express 1-2 Days which is the way to ensure Azodyl is received at a cool temperature.

A $36.95 fee + a $6 surcharge for ice is charged for all orders with this shipping option. Tracking is provided upon shipment. Someone should be present to sign for and receive the order when it ships to you. We are not responsible for packages left unattended or unclaimed at time of delivery.