Skip to content

Help Center

Help Center

Customer service is available Monday-Friday from 9AM - 5PM EST
Click to call or email below:

Questions? Call:
502-713-7387
502-713-PETS
Email Us:
wilsonfamilypetsupply@gmail.com

Accepted Payment Methods

We accept all major credit cards including Visa, MasterCard, Discover, American Express, JCB, and Diners Club. We also accept PayPal, Shop Pay, Apple Pay, Google Pay, Meta Pay, and Venmo as alternative methods of payment at checkout.

Canceling / Changing My Order

After an order is placed online your order enters the fulfillment process within 30 minutes. To cancel or change your order please contact us at 502-713-7387 / 502-713-PETS or email wilsonfamilypetsupply@gmail.com so we can further assist you. If your order has shipped with a tracking number your order cannot be canceled or modified.

Order History

Order confirmation emails will be sent to keep you updated throughout the order process:

  • Order Confirmation Email - After you place your order online an automated order confirmation email will be sent to your email for your records.
  • Order Shipment Email - A FedEx or USPS tracking umber will be emailed to you upon shipment. Please allow up to 24 hours for the carrier website to display package travel history and an estimated delivery date.

100% Secure Checkout

Our checkout is secure and is certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud. Our compliance covers all six PCI standard categories:

  • Maintain a secure network
  • Protect cardholder data
  • Maintain a vulnerability management program
  • Implement strong access control measures
  • Regularly monitor and test networks
  • Maintain an information security policy

Shipping Information

Flat-rate shipping rates based on your sub-total are displayed at checkout. We offer fast Standard Shipping with FedEx and USPS for reliable on-time delivery:

Standard Shipping - (1-5 business days)

USA Delivery

We ship within the contiguous 48 United States. Shipping is not available to Hawaii, Alaska, U.S. Territories, or Military APO / FPO addresses. At this time we do not ship internationally.

Tracking Information

All shipments are delivered by FedEx or USPS for fast and reliable delivery. Tracking numbers will be emailed upon shipment. Orders ship within 1 business day Monday-Friday. Carriers count the business day after shipment as the first day in transit.

FedEx Tracking #'s are 12 digits long and can be tracked at www.FedEx.com
USPS tracking #'s are 22 digits long and can be tracked at www.USPS.com

Damaged or Lost Packages

All shipments are insured to help protect you from damaged or lost packages. Please contact us at 502-713-7387 / 502-713-PETS or email wilsonfamilypetsupply@gmail.com within 10 days of delivery so we can file a claim on your behalf with the carrier. Refunds or replacements are only processed after the claim is paid from the carrier.

Return Information

Returns are easy, any product can be returned within 30 days from the date of receipt. Items must be unused in the original condition including manufacturer packaging for a refund. Shipping is non-refundable due to buyers remorse. If we made a mistake or the item arrived damaged or is defective, please do not attempt to return the items. Please contact us at 502-713-7387 / 502-713-PETS or email wilsonfamilypetsupply@gmail.com so we can remedy the situation for you.

Store Credit / Exchange Policy

We do not offer a store credit or exchanges on returned items. All purchases require an invoice with the date of purchase for manufacturer warranty purposes. 

Refunds

You can expect a refund within 1 week of receiving your return. A 20% restocking fee will be applied to all returned items due to buyer's remorse. If the return is a result of a defect, damage in transit or a shipping error on our part your restocking fee is waived, and original shipping charges will be fully refunded.

You can expect a refund within 24-72 hours depending on your bank after your refund has been processed. A refund confirmation email will be sent detailing your refund for your convenience.

Manufacturer Warranty

Most products include a manufacturer's warranty. For additional information on the manufacturer's warranty for a specific product, please contact the manufacturer directly for assistance.