Company Information
About PetPilot.com
PetPilot.com offers specialty pet products that are unique and sought after by thousands of pet owners every day. PetPilot.com is proud to offer pet products that are hand-built and assembled in the USA.   Our company strives to create user-friendly, safe, durable, unique pet products that will last throughout the years.  We continue to provide pet owners with high quality, specialty products for fun activities to enjoy with their pets.

Ordering Information
How do I place an order?
It`s easy and secure! Just place the product(s) you wish to order in your shopping cart by clicking on the “add to my cart” button located on each product page. When you`re ready to complete your order, click "Checkout," follow the easy instructions on completing your order, and select your payment option.
Payment Methods
We accept most major credit cards, including VISA, MasterCard and Discover. Your credit card will not be charged until your order is actually shipped.
Pricing Errors
The prices listed on this website are monitored very closely for accuracy. Occasionally, pricing errors do occur. In the rare event that this may happen, you will be notified of the price difference prior to shipment. At that time, you will have the option to accept the corrected price or cancel your order.
Checkout
When you have completed your shopping, simply click on the `Checkout` button within `My Cart.` You will then prompted to enter your account information, shipping and billing information before submitting your order.
Sales Tax
6% sales tax will only be collected on orders shipped to Indiana addresses.

Order Status
Order Confirmation
After you have submitted your order, you will receive an e-mail order confirmation to the e-mail address supplied during the checkout process. The order confirmation email will list all items purchased and the total that will be charged to your credit card.

Shipping Information
Shipping Rates
Listed below are our flat-rate shipping charges to the Continental U.S.
Orders shipped outside of the Continental U.S. may be subject to an additional surcharge.

Shipping Outside the Continental U.S.
If you live in Hawaii or Alaska, you may still shop with PetPilot.com. However, please note that all orders may be subject to additional handling fees or shipping charges and are the responsibility of the customer. PetPilot.com does not ship to international locations.
APO/FPO Addresses
At this time, PetPilot.com does not ship to APO/FPO Addresses.
Shipping Surcharge
Certain products may be subject to shipping surcharges due to the size or weight of the package.
When Will My Order Ship?
All orders are shipped directly from the manufacturer or one of our authorized distributors. Orders are normally shipped within 48 hours via UPS, DHL, or FedEx, however many orders ship sooner including the same day.
Availability & Back Orders
All orders are shipped directly from the manufacturer or one of our authorized distributors. Most items are always in stock but occasionally there are runs on an item and it’s periodically out of stock. If this should ever happen we will email you immediately letting you know when that item will be shipping again. You will have the option to cancel your order at this point without penalty.

Returns
Return Policy
Responsible pet owners do not want to receive goods that have been exposed to other pets and that may potentially carry disease. You can trust that any item you receive from PetPilot.com has not been exposed to pets and will be safe and sanitary. Please note the exclusions below as all sales on these items are final:

• PetPilot.com cannot be responsible for items destroyed or damaged. Refunds, exchanges or credits for items that have been damaged will not be offered. Our products are quality tested and are very durable, but not indestructible. Please choose carefully depending on the size, weight, and behavior of your pet.

The returned item must meet the following qualifications:

• Merchandise must be unopened with original packaging in tact.
• Item must be received within 30-days from the date of purchase.
• Do not send the item back to the return address. YOU MUST CONTACT US FIRST AS A RETURN AUTHORIZATION NUMBER IS REQUIRED. We reserve the right to refuse any shipments without a clearly written RAN number. We do not accept postage-due items.
• Shipping fees will not be refunded.

If an order is refused upon delivery the customer is responsible for all shipping charges and a restocking fee of 15%. If the product is not resalable, a 20% restocking fee may apply.
Cancellations
If for some reason you desire to cancel your order, you must notify us before 5:00 PM EST the day of the order. If your order was placed after 5:00 PM EST, you must notify us before 5:00 PM EST of the following day. This timeframe must be met, as most orders are shipped the same day.

Damaged or Incorrect Shipments
Damaged Orders/Shipments
Do not return the merchandise without contacting us. Please save the item, box and all of the original packing supplies and contact us within 24 hours of delivery for instructions. We will file a claim with our shipping company and send a replacement as soon as we obtain a claim approval number, usually within 48-72 hours. If you require immediate replacement, we will charge your credit card for the second shipment and offer a refund once our shipping company has made a determination regarding the first shipment.
Incorrect Shipments
Please contact us within 48 hours of receipt of package to advise us of the incorrect items. We strive to correct this problem as soon as possible.
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