Customer Service is what we're all about! Please note: If you received a catalog, it contains different
shipping policies than the website. Please use the shipping chart below, as it reflects the most recent
prices and delivery methods.
CONTACT INFORMATION
CATALOG INFORMATION
ORDER INFORMATION
MY ACCOUNT
SHIPPING & HANDLING
RETURNS
PRICING & BILLING
PRIVACY POLICY
LEGAL INFORMATION
SUBMISSIONS, REVIEWS, AND FEEDBACK
CONTACT INFORMATION
How do I contact Customer Care to place an order or if I have any questions?
You can contact Customer Care via phone toll-free anytime, fax, email or mail at:
Phone: |
1-800-637-6721 |
Fax: |
1-888-262-3655 |
Email: |
customercare@horse.com |
Mail: |
Horse.com
PO Box 369
Louisiana, MO 63353 |
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CATALOG INFORMATION
How can I start receiving a catalog or have one sent to my friends or family?
Please contact Customer Care or request a catalog online by clicking here.
The catalog offers you the opportunity to shop at your leisure - offline - with sharp, colorful photography and interesting facts and stories.
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What if I am receiving duplicate catalogs or no longer wish to receive your catalog?
Please send us all your mailing labels and indicate if you are canceling or if the labels are duplicates. You can email us at
customercare@horse.com
or send the mailing labels to:
Horse.com
Mail Preference
PO Box 369
Louisiana, MO 63353
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ORDER INFORMATION
How can I browse products?
Horse.com is built to best suit your needs and your life. We offer you multiple ways to
shop and organize your experience. The top and left-hand navigation bars contain "department"
links to make it quick and easy for you to browse areas of your choice. These navigation sections
also contain the "New" and "Exclusives" links which take you to products that may have just
arrived or are only available through horse.com. The "Clearance" link takes you to products
marked down to very low prices so that you can stock up.
If you're looking for specific items, simply type the keywords in the search box and find your products
immediately. If your word doesn't produce the results you were looking for, click on "refine you search" on
the results page to shop by brand names, price range or category. You can also enter a product number
found in the catalog to quickly access a specific item in greater detail. Return to the "Home" page at any
point while shopping by clicking on the horse.com logo on the top of the screen.
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How do I order?
Products are displayed on "browsing pages" six at a time. Multiple pages of products are navigated
using the page numbers and buttons in the upper right of the screen. The page displays a small image
of the product, the name, short description and price. If you would like to purchase a product, simply click
on the name, picture or the "More Info" button. The next page will allow you to select size, model, quantity
and color (if needed). When finished, add the product to your shopping cart by clicking the "order" button.
You can click on "View Shopping Cart" on the top right of the page to remove items, change the quantity
or enter promotional codes. Once you have the appropriate items in your cart, you can click "Continue Shopping"
to return to browsing products or click "Checkout" to proceed with the checkout process.
Our Checkout process is a quick four-step process: Account, Shipping, Billing and Confirm. Enter the required
fields according to the step-by-step instructions, and you quickly will be on your way.
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Are there web-only sales?
Horse.com does have web-only, special prices on selected products. These prices are not advertised any
place else and are not available on phone, fax or mailed-in orders.
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How do I know when my order has been shipped?
You will receive a shipping confirmation email.
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How can I track my order?
Visit the customer information page by clicking the Sign In
link at the top of any page. Click Review previous Orders from this
page to see your online order history. To review the status of a particular order, simply click the 'Item Status'
link for that order. You can also contact Customer Care for your order information.
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How do I change or cancel my order?
You may change or cancel your order as long as it has not been processed. Otherwise, you can refuse
shipment when the items are delivered. After the products are returned, we will cancel your order. If you
accept the order, you can request a return within 30 days of purchase receipt.
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MY ACCOUNT
Why am I required to create an account when I order online?
The creation of an account is necessary when ordering online
so that you may reap the benefits of being our customer. Creating an
account will allow us to better serve you through all of our channels, both on
the web and through Customer Care.
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How do I create an account?
You can create an account during the checkout process the first time you visit us. To create
an account without ordering, click the Sign In link at the top of
any page and follow the easy instructions. If you have any questions, you can contact
Customer Care for more information.
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How do I edit my account information?
You can edit your account information from the Sign In
page. Log in, click on "change address details" and update your information. Click the
"Continue" button to save your changes.
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What if I forget my password?
You can retrieve your password information by clicking on the Sign In
link at the top of any page. Click on "Forgot My Password," enter your email address and a temporary
password will be sent to you. The email will be sent to the account you used when registering. After
receiving this email, you can log in and change your password.
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SHIPPING & HANDLING
General Info
Shipments are delivered Monday through Friday. We do offer Saturday delivery where available and at an
additional charge. To place an order for Saturday delivery, get rates or location availability; please call
customer service at 1-800-637-6721.
Delivery times may vary based on national Holidays, shipping location or method of shipping for certain items and could take up to 3 weeks for delivery. Item delivery times quoted are to metropolitan areas and
shipments to remote locations may also take longer. Prices and terms are subject to change without
notice.
What are the shipping options for my order?
Shipping Method |
Estimated Delivery Time |
Base Rate |
Per Pound |
Economy Shipping* |
7-10 Business Days |
$5.99 |
$0.29 |
Ground |
2-6 Business Days |
$8.99 |
$0.29 |
2nd Day Air |
2 Business Days |
$17.99 |
$1.30 |
Next Day Air |
1 Business Day |
$25.99 |
$2.00 |
Priority Mail* |
7-10 Business Days |
$19.99 |
$2.00 |
*Orders to APO/PPO, PO Box, Guam and the Virgin Islands ship Priority Mail. Order to Puerto Rico can be shipped Economy or Priority Mail.
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How is the shipping weight charge calculated for my order?
We charge a flat rate for each order plus an additional weight fee for all items. The total shipping charges are displayed on the shopping cart page for your review. The formula we use to calculate the total shipping cost is: (shipping method cost) + (total shipping weight of the order x per pound cost for the shipping method) = Total Shipping Charges
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What is an Oversize charge?
Products that are considered to be oversized due to the weight or dimensions of the shipping box will be shipped by Economy or Ground per requirements of the shipping service provider. An additional $5 per oversized item will be added to the shipping changes due to the increase in costs by the shipping service provider for larger or heavier items.
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What are the weight and size limits for shipping?
There are no limits to the total weight of your shipment or the total number of packages in
your shipment. Shipments larger than the limits listed below will require the use of our truck freight services.
- Packages can be up to 150 lbs.
- Packages can be up to 165 inches in length and girth combined.
- Packages can be up to 108 inches in length.
* The restrictions above only pertain to individual packages.
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What happens when I order a heavy or bulky item?
Certain products can only be delivered by truck. Online these products will be identified on the product page as "Shipping restrictions apply - Truck Only". Your order will be processed, but placed on "HOLD" and a Customer Care representative will call you with an estimate of freight cost. Please allow additional time to process your order and scheduled delivery. Shipping service provider delivery dates may vary by region.
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Can I ship my order to Alaska or Hawaii?
Yes. A $19.99 fee will apply in addition to the shipping charges. Please note that shipping times to Alaska and Hawaii will take longer than what's noted in the chart above. Shipping charges to Alaska and Hawaii are a result of increased cost from the shipping service provider.
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Can I ship my order to Canada?
Sorry, we do not offer shipping to Canada at this time.
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Must I sign for my delivery?
Signature is required for Motor Freight; however, signature is not required for other shipping methods. Thorough inspection must be made upon delivery and all damage noted on the delivery receipt. If an item is damaged, delivery should be refused and Horse.com must be notified immediately. You must save all shipping and merchandise packaging.
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Who do I call if my merchandise arrives broken or damaged?
If your order is broken or damaged, refuse delivery (if possible) and call Customer Service at 1-800-637-6721. You must save all shipping and merchandise packaging.
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Is expedited shipping available on all products?
Expedited shipping is only available on those products that can be air shipped in accordance with shipping service provider requirements. Products exceeding weight or girth limits and products falling under the hazardous materials (hazmat) guidelines for dangerous materials cannot be expedited. These products are duly noted on the product information page.
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Why do "Next Day" or "2nd Day" deliveries sometime take longer than that to arrive?
Next Day and 2nd Day Air orders placed after 2 p.m. Eastern Time will not be shipped until the following business day.
Next day air packages arrive by end of day on the first full business day after shipment, and 2nd Day air packages arrive
the second full business day after shipment.
Placing your order very late in the day, after the shipping service provider has picked up their last shipment, is one factor that can affect shipping time. As a rule, you can expect orders shipped Next Day to take 2-3 business days to arrive, and orders shipped 2nd Day to arrive within 3-4 business days.
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Are there any shipping restrictions based on delivery location?
- Economy shipping available to the 48 contiguous United States.
- Ground shipping available to the 48 contiguous United States.
- Air shipments (2nd Day and Next Day) available to the 50 United States.
- Priority Mail available to Guam, Puerto Rico and the Virgin Islands.
California Only - Pesticide Sale Restriction
A pesticide is any substance intended to control, destroy, repel, or attract a pest. Any living organism that causes damage,
economic loss, transmits or produces disease may be the target pest. Pests can be animals, insects, unwanted plants and weeds,
or microorganisms such as plant diseases, viruses or bacteria. Before being sold or used in California, all pesticides must be
registered with both the U.S. Environmental Protection Agency and the California Department of Pesticide Regulation (DPR).
Pesticide products typically sold in retail stores include: Algaecides, Fungicides, Herbicides, Insecticides, Rodent Poison, Repellants
and Disinfectants & Sanitizers.Ê If a product fails to meet California use requirement, PetsUnited, LLC will restrict product shipment
to comply with California state law.
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RETURNS
What is the Horse.com return policy?
If you are not completely satisfied with an item, you may return it within 30 days of purchase receipt.
The item must be in its original condition and include all parts, accessories and packaging. Call us at 1-800-637-6721
to obtain a Return Authorization Number (RA#) and shipping instructions. Please fill out the returns form on the
back of your invoice or download the form online, and include it with your return. Please keep in mind that
we do not accept returns on the following: DVD, VHS, CD, Audio Tapes, Books, Computer Software, Feed Supplements,
Pet Food, Flea and Tick Topical Treatments, Bits, Undergarments, Dewormer, sale, clearance, closeout, special orders and
other select consumable products. We do not refund your original shipping or return shipping charges. Without proper
documentation (i.e. return form, invoice) your return may be delayed. Our simple return process is listed below.
Please contact Customer Care if you need any assistance.
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How do I return an item?
Return Process:
- Fill out the returns form on the back of your
original packing slip. If you do not have your original packing slip,
simply fill out and print the returns form
below and include it with your return. To receive credit, you must mail
this form with your return. If you do not have the packing slip and
cannot print the form below, you can simply attach a note to your order
indicating your name, the order and the items you are returning, including the
reason so that we can properly process the return.
- Re-pack the product in its original packaging.
Make sure to include all pieces of the product including instruction manuals
and warranty information. If you still have the original shipping box
your order came in, please place the product in that box.
*** Please be sure that your packing slip/returns form is
inside the package. Your return may take longer to be processed if the
returns form is missing from the package.
- For a mailing label, peel off the self-adhesive label
provided on your original packing slip, or simply address the package as
follows:
Horse.com
O.P.C. \ Returns
301 Sonoco Dr.
Louisiana, MO 63353
- For your protection, we recommend that you ship your
return back to us via UPS or US Postal Service with insured service. This
protects you in case the shipment is damaged or lost in transit. This
will also allow you to track your return shipment easily through that
carrier. We cannot assume responsibility for misdirected, damaged, or
lost shipments.
Note that it can take up to 6 weeks to complete the processing
of your return (i.e., you send us the package, we credit you for your return,
your credit card company reflects your credit, etc.). In the case of
returns sent from APO/FPO addresses, the military and US Postal Service handles
delivery, so we are unable to estimate the shipping time back to us.
Usually these returns take a little longer than normal, so please be patient.
Items that are drop shipped from our vendors directly to you
should be returned to the shipping vendor who will in turn
notify us so you can be credited immediately. Return
shipping address and instructions will be included with your
order.
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Can I exchange an item?
We accept exchanges of items for a different size, model, or
color and exchanges for items different than originally purchased. If you place
an exchange request, we will process a return for the item you originally
purchased and then place an order for the new item.
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How do I return or exchange an item that was a gift?
If you received an item as a gift and wish to return it, the
purchase price will be credited to the person who paid for the gift. If
you wish to exchange an item that was a gift, we will process a return for the
original item and place an order for the new item.
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I lost my packing slip. What information do you need for my return?
If you do not have the packing slip and cannot print the
returns form shown below, you can simply attach a note to your order indicating
your name, the order and the items you are returning, including the reason so
that we can properly process the return.Your return may take longer to
be processed if the returns form is missing from the package.
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What do I do if the wrong items have been shipped to me?
If the wrong items have been shipped to you, please contact Customer Care for further assistance.
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Who do I contact to ask questions about my return?
If you have any questions about your return, please contact
Customer Care for assistance. If your question is related to
tracking of your return, you will need to contact the carrier that shipped your
return.
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Horse.com Return Form
The return form is in the Portable Document Format (PDF). To
view the file you will need the
Adobe® Acrobat® Reader which is available for free from the
Adobe web site.
View the Return Form
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PRICING & BILLING
What are my payment choices?
We accept Visa, MasterCard, and Discover for online
transactions. If you wish to pay via check or money order, you can mail
your order to us. Click Here
for our mailing address.
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When will my credit card be charged?
Your credit card will be charged once the items you ordered
have been shipped. If you place an order and any of the items ship
separately and at different times (i.e., backorders or shipments directly from
our suppliers), your card will be charged each time a part of the order
ships. We will not charge your credit card for any items on your order
that have not shipped.
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Who do I contact if I have questions about my bill?
If you have questions about your bill, please contact
Customer Care for assistance. If your question concerns a charge
on your credit card statement that you do not recognize, you should contact
your credit card provider immediately.
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Must I pay sales tax?
We are required to collect sales tax and shipping and handling tax for orders delivered in the states we are located; MO, NY, PA, and SC.
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Learn About Our Service Policy At Country Supply, we are committed to providing you with competitive prices. Due to market changes, prices are subject to change without notice. Some products will be excluded from discounts due to manufacturer guidelines. We are not responsible for typographical errors that occur. Country Supply prices are often shown with comparison prices. These are shown for reference purposes only and represent either a manufacturer’s published suggested retail price or the price at which the same or comparable merchandise has been offered by retailers. This comparison price may not necessarily represent the prevailing price for that item in your community. Due to circumstances beyond our control, all products may not be available all the time. Some products will be excluded from discounts due to manufacturer guidelines. If you have any questions, please call our customer service at
1-800-637-6721.
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PRIVACY POLICY
What is the PetsUnited, LLC privacy policy?
Our Privacy Policy can be found on the Privacy Policy page of
our site. You can access this page from any page of our site, or you can
Click Here to access.
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LEGAL INFORMATION
Where can I find legal information?
Our legal information including the Disclaimer and Terms &
Conditions can be found on our Legal Info page of our site. You can
access this page from any page of our site, or you can
Click Here to access.
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SUBMISSIONS, REVIEWS, AND FEEDBACK
Where can I find product review information?
Our product review information including the Disclaimer and Terms &
Conditions can be found on our Legal Info page of our site. You can access
this page from any page of our site, or you can Click Here to access.
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