8:00 A.M. To 5:30 P.M Monday through Friday. Saturdays 9:00 A.M to 1:00 P.M. CST
Who Are You?
We are Countryside Pet Supply, LLC - 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 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 order 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?
We will email you and advise you of when your package was shipped, how many boxes are in your shipment and your tracking number.
What if I have a question or problem?
Just email us at:
firstname.lastname@example.org or telephone us at 1-800-313-5737 and we will work with you to get the issue resolved in a timely manner.
- Returns Policy
We stand behind the quality of all our products.
Unfortunately we have had customers buy items only to use them and return them when they no longer need them, consequently we have created a return policy for all legitimate returns.
If for any reason you are not completely satisfied with a product, simply return it within 30 days from the date of delivery to countrysidepet.com for a no hassle exchange or return. We will replace or refund the purchase price (less any shipping & handling charges if the order is not a countrysidepet.com mistake) by crediting your credit card only. All returned merchandise must be in original unused condition with all manufactured accessories. All warranty cards must be left blank. Original merchandise box must not be defaced or altered in any way.
ALL returns MUST receive a RETURN AUTHORIZATION (RA) NUMBER prior to returning an item. The RA number can be obtained by emailing us at email@example.com. If we receive an item without the proper authorization number, we will NOT issue any type of credit and we will dispose of the product.
Please notify us, by E-Mail only, to obtain a RETURN AUTHORIZATION (RA) NUMBER. Please do not telephone us for a return authorization number - we need the date and item verification that is available only on E-Mail (firstname.lastname@example.org). We will not accept any returns without a valid RA number.
Purchaser is responsible for shipping to our returns department.
All merchandise that is returned, unless defective or due to our shipping error, is subject to a 15% re-stocking fee. We have found this necessary due to the fees that are charged to the merchant (us) but the credit card companies - not only for the initial charge but for the credits when issued. We can no longer absorb this expense when you change your mind about a product and return it or refuse the shipment. There is no re-stocking fee if you receive a faulty or defective item, and there is no re-stocking fee if we made an error and shipped the wrong item.
We recommend our customers use a form of traceable delivery (tracking number or delivery confirmation). Also when returning an item, it is a good idea to insure the package, we can't be held responsible for lost packages.
Faulty or defective merchandise:
If an item is faulty or defective, we will replace the item with a new identical item providing the item is returned with a valid RA number within 30 days from the date of delivery. Once the 30 days have passed, you must follow the manufacturer's policy.
1. Log onto your Newegg.com account and find your order in order history, click on 'Request RMA from Seller' Button next to the order information.
2. On 'Compose Message Page', verify the order number you want to request return on the top of the page, choose 'RMA Inquiry' from the drop down menu, provide the item# (you can find on your order invoice e-mail) and the reason you want to return, and indicate you want to return for replacement or refund before click 'send message' button.
3. Once our Customer Service Representatives receive your inquiry, it will take us 24 - 48 hours to respond to your inquiry.
4. Once our Customer Service has verified your order information and approved for you to send the merchandise back to us, you will be provided with Return Merchandise Authorization (RMA) number for your return through e-mail. The e-mail contains RMA number, RMA details and important return shipping instruction. Read the instruction carefully before you ship your return merchandise back to us.
5. We strongly recommend you return your item in the same or similar packaging as they were delivered to you with all the original parts, accessories and menu/documentation included (any missing parts or accessories may result your return being rejected or your refund/replacement being delayed). Re-using the package your item came in is acceptable, as long as the packaging is in good condition and all previous addresses, tracking information and labels are removed.