How do I remove an item from my cart?
In your Shopping Cart, click the "remove" link under the name of the product you wish to remove.
Is my information secure from others?
All credit card transactions are completely secured. We use industry-standard 128-bit SSL encryption. We are members of the TRUSTe site privacy program and have conformed to their standards for online privacy.
How is it that you can sell these so much cheaper than my vet?
Due to the fact that our customer base is so much larger than your veterinarian's, we purchase in much greater quantities than they are able to. Therefore, we can achieve a substantial cost savings and pass on the savings to you.
Shipping & Delivery
What is the estimated delivery time for my order?
Orders will generally take 4-8 business days to arrive, depending on location, size of item, and quantity ordered.
If I place my order right now will it ship out today?
Orders are generally shipped the same day that they are placed. All other orders will ship out the next business day.
Do you offer Priority 2-4 day shipping?
We do offer Priority Shipping at an extra cost.
Do you ship outside the US?
We do ship international, but some restrictions may apply. 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 or refrigerated items internationally and we do not ship any edibles to Brazil.
Can I cancel my order?
We do not bill customers for their order until after the products have shipped. Therefore, a cancellation request for an order can be made if it has not been sent out yet. If the request is made after the order was shipped, the return procedures will need to be followed upon receipt of the merchandise by the customer. We generally ship orders within 24 hours after they are placed. Once the merchandise is returned to our company, we will issue a refund.
I never received my order.
Most orders arrive within the estimated delivery time of 4-8 business days. International orders do take longer to arrive.
Do you match/beat competitor's price?
We match or beat competitor's prices at the time of ordering.* (*Applies only to companies in the U.S. selling EPA/FDA approved products. Please call our customer service line to price match) We only ship U.S. FDA/EPA approved products.
Will you price match your Amazon price if purchased directly?
We will price match any of our Amazon prices when ordering through our direct website.
What is your return policy?
We only accept returns on unopened items, 30 days from the original purchase date. 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 20% may apply, depending on the item. Please call us at 800-889-8967 to obtain return authorization before returning any product. Please have your Fahloney’s Pet 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 (Return Merchandise Authorization) number on the copy of your packing slip will expedite the processing of the refund, which generally takes 48-72 hours upon receipt of the return.
Where do I return my package?
Please call 815-388-1931 for a Return Authorization Number. Send returns to:
2520 IL Rt 176
Crystal Lake, IL 60014
How to Return Items?
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 or Kinko’s
To receive a prepaid label please request one when calling for an RMA number.
What are my payment options?
Payment may be made by Visa, MasterCard, Discover, American Express, JCB, or Check/Money Order. Checks/Money Orders should be made payable to EntirelyPets.com and must be mailed PRIOR to shipment.
When will my credit card be charged?
Our system does not charge your card until your order is shipped.
Why was I double charged?
Upon placing your order, your credit/debit card will be Authorized to verify your identity and for your security. Due to this verification process your financial institution may hold funds in the amount of the order or more (up to double the amount) depending upon their policies. Any amount greater or different than the actual transaction will be returned to your credit card at their discretion and after the actual transaction is done (usually 1-5 business days).