Frequently Asked Questions

Who are you?
We are Countryside Pet Supply, Inc. - a family owned business - large enough to fill your needs - small enough to give you the fast, personal service you deserve.

How long have you been in business?
We established our business in August, 1988 and incorporated it the following February.

How will you process my order?
We will receive your order a few minutes after you place it. We will immediately start processing your order. We ship all non-perishable orders received before 2:00 PM central time, Mon—Fri, the next business day. Perishable orders are shipped Monday thru Thursday—depending on the method of shipment you have requested, and the distance to be shipped.

How will I know when my order is shipped, and when will I receive it? 
If your order is by UPS, we will email you and advise you of when your package was shipped, how many boxes in your shipment, the method of shipping your tracking number(s) and the total amount charged to your credit card including the shipping expense.

How soon will I receive my order?
Shipping time depends on the method of shipping and where you live. Next day Air and 2nd Day Air are self explanatory. Ground by UPS and USPS depends on where you live—it could take anywhere from 1 to 6 or more working days.

How do you charge for your shipping?
We charge only the exact amount we are charged by the shipper. We do not make a profit on shipping.

If the item has FREE SHIPPING, we will choose the shipping method.  It may be UPS or  USPS.

What if I don’t want to give you my credit card information on line?
Just give us a call on our toll free telephone line—1-800-313-5737 and we will handle your transaction by telephone.

Will you keep my credit card information on file?
Yes, but only if you request us to do so. If you do want us to keep it on file, we will place the information in our own secure server for future orders only when you authorize us to use your credit card for your purchase.

What if I have a question or problem?
Just email us at : csps@countrysidepet.com or telephone us at 1-800-313-5737.

What if my package is lost or destroyed in shipping?
Should your package be lost or destroyed, we will assist you in filing your claim with UPS.
We have a personal claim representative at UPS who will work diligently with us in processing any claim for you. Please save all packing and product to prove your claim to UPS. 
We pack pack our shipments very carefully, however, we loose all control over packages when we place them in the shippers hands.
All shipments by UPS leave our warehouse between 4:30 PM and 6 PM.

What if I am missing part of my order?
We triple check every order before we ship it, however, we are capable of making an error. If you can not find an item, please check your invoice carefully, occasionally some items are on manufacturers backorder and your invoice will advise you of this.
Some items are shipped directly to you by the manufacturer and will be shipped separately.
We do this to save you a double shipping charge. These items will be noted on your invoice.

Please check your box and packing material carefully.
Many times small items work their way down into the packing. If you are still missing an item, please contact us within 72 hours of the receipt of your order.
All claims must be made within 72 hours of the receipt of your order.