Frequently Asked Questions

1. Does PetNet Provide Next Day Delivery to my area?
A- PetNet Provides Next Day Delivery From Maryland to Massachusetts. To see if we deliver to your neighborhood click here and then provided and enter your zip code.

2. When can I expect delivery?
A- All PetNet Deliveries are sent via common Carrier ie UPS or FedEx. Depending on your local Carrier deliveries are made between the hours of 11am – 9pm.

3. How much is shipping?
a. Depending you’re your area, we provide Flat Rate Shipping that costs as little as $3.95. Please check your zip code for delivery information.

4. What carriers do you use?
a. UPS
b. FedEx

5. When are shipments sent out?
a. Check your local zip code on the home page for cut off times.

6. Do I need to sign for the package?
a. PetNetDirect has a no signature policy which means the carrier will normally leave the package at your door WITHOUT signature. However, it is up to the local driver if he feels the package is vulnerable to theft. He/She may require signature.
b. Most apartment buildings the carriers will require signature.

7. Is there a FLAT RATE Shipping Charge?
A- Yes.
a. If you live in Manhattan
i. Under 100 lbs is a flat charge of $3.95
b. Maryland to Massachusetts
i. Under 100 lbs is a flat charge of $5.95
B- Check your zip code for more information

8. Is there a minimum?
A- Yes. There is a minimum order of $35 to receive flat rate shipping.

9. I tried to process the order but I received an error code saying No AVS Match. What does that mean?
A- AVS Stands For Address Verification Service. If you receive this error code it means your transaction has been denied. This is due to the address you provide did not match your billing information on the credit card.

10. The transaction did not go through. Why was my card still charged?
A- PetNet Direct does not charge any card unless it has been approved. In those instances where the transaction was denied, your credit card company reserves the right to authorize that amount for up to 72 hours (please check your credit card policy).

11. Can I change my order?
A- If you would like to change the contents of your order please send an email to info@petnetdirect.com stating what items along with the item #. PetNet will confirm the change via email.

12. Can I track my order?
a. Yes- PetNetDirect sends tracking numbers via email. The email will contain a link with your tracking number. Click on the link to track your package(s).

13. I don’t see my product. How can I request?
a. You may send us an email requesting any products. We analyze the interest in each item requested and will add accordingly.

14. My Product is out of stock, what do I do?
Our products are delivered on a weekly basis. If you don't see your product, please check back in a few days. If your product has been out of stock for over 2 weeks, please contact us, the product might have been discontinued, or unavailable.

15. When will my back order be delivered?
a. Back orders are sent out usually the day after we receive them into inventory. You will be notified once an item is back in stock and ready to be sent out. In addition, you will receive a tracking number via email.
b. If at any moment you wish to cancel your back order please email us at info@petnetdirect.com and include the order number and item (s) you have not received.
c. Please keep in mind we may have other colors or sizes in stock.

16. Why don’t I receive email confirmations?
a. The most likely reason for this is due to your firewall or email settings. You must add info@petnetdirect.com to your address book in order for your system to recognize us as other than spam.