Customer Service

Contact Us

For General Information, Returns or to send Customer Notes and Pictures, email us at: info@PetClassics.com

Classic Pet Products LLC
37 Mapleton St
Brighton, MA 02135
Tel: 603-668-7387

Ordering

We make shopping and ordering from Pet Classics easy; and, using SSL/TLS to enable encrypted traffic is an important part of our website's security. To order, simply select your item(s) and options and click the "Add to Cart" button. If you return to browse the site, you can get back to your shopping cart at any time by clicking the cart icon visible on each page.

When finished shopping, click Check Out to finalize the sale.

Modifying Orders: After your order is placed, you are welcome to change it in any way, provided that the order has not been shipped. Please call 603-668-7387 or email us as soon as possible.

Payment Options

For your convenience, we offer several payment options.

Online - Credit Card:

We accept MasterCard, Visa and American Express and you can shop at PetClassics.com with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to accept credit card payments safely and securely for our customers.

The company adheres to strict industry standards for payment processing, including:

• 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
• Industry leading encryption hardware and software methods and security protocols to protect customer information.
• Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy. PetClassics.com is registered with the Authorize.Net Verified Merchant Seal program.

Personal Check/Money Order: Select "Send In Check/Money Order" at checkout time, print the order form and send it with your payment to:

Classic Pet Products LLC
37 Mapleton St
Brighton, MA 02135

We will begin processing your order immediately, but items will not be shipped until payment is received. To allow for clearing, personal checks will be cashed up to 5 business days prior to shipping with a $25 fee for returned checks (non-sufficient funds).

Call Us: If you would prefer to transact a credit card purchase by phone, you may call us (603-668-7387). If you call and we are away from the phone or not in the office, please leave your phone number and a convenient time for us to return your call. We'll get back to you as soon as possible! Please DO NOT leave credit card information in your message.

Fax: For your protection, we do not accept orders by fax due to the sensitivity of credit card data and the non-secure nature of fax transmissions.

Pending Charges / Authorizations

Credit Card Authorization Holds:

If you place your order with a credit or debit card, your financial institution will place an authorization/hold on your payment method for the amount of your order (until the order ships and we process the payment).  This may appear as a "pending" charge on your account but you will not be charged until your order is ready to ship.  

If an order is cancelled and does not ship - or a charge is submitted and declined - the hold will automatically expire in accordance to the time frame set by your financial institution and no action is required on your part.  (Cancelled or declined order authorizations may take 3-5 days to be released; the length of the hold on those transaction types are determined by the card issuing bank or financial institution.) For additional questions, please contact your financial institution or card provider.

Cancel an Order

To get your order to you as soon as possible, we start processing your order as soon as you finalize your order. It is often possible to cancel your order during processing, but once it has been shipped, it cannot be canceled.

If Your Order Has Shipped:
If it is too late to cancel your order, you may return any unwanted items in accordance with our returns policy.

Shipping & Delivery

Many items ship within 1 to 2 days. However, other products may take longer to ship due to assembly, finishing and/or customization processes. (For exceptions not listed below, we will provide shipping information on the individual item pages.)

• Hardwood Ramps and Steps: 1-2 weeks
• Carpeted Steps: 2 to 5 business days
• Cedar Steps: 1-2 weeks
• Hardwood Crates: 3-4 weeks
• Water Ramps/Steps: 1-2 days (unless stated otherwise on product page)

Please allow 1 to 6 business days for ground delivery depending on the delivery address and shipment origination.

When flat rate shipping is not feasible, we use actual rates for determining shipping charges. Hence, the rates displayed are not padded or altered - they are actual rates based on carton size, origination and destination points. (As a rule, we choose not to manipulate product prices in order to hide the actual ground carrier rates or to offset claims of 'Free Shipping'.)

Warranties and Returns

Warranties

All of the items we sell are warrantied for manufacturer defects (by each respective manufacturer).

Returns

We are committed to providing 100% customer satisfaction. However, if you would like to return an item, we ask that you contact us first for specific return instructions. Please use the contact form seen throughout the site or call us at 603-668-7387 for assistance and information on how and where to return your item.

For your convenience, our standard return guidelines are outlined below. In the few cases where additional warranty guidelines apply, those details will be clearly outlined on the item page.

PLEASE NOTE: After an item has been shipped, customer bears responsibility for all return shipping costs.

Unopened Merchandise: Unopened merchandise may be returned within 30 days of the delivery date. Upon receipt of your return merchandise, a refund will be issued to the credit card account used for the purchase, or mailed to you if paid by check. You will be reimbursed for the original cost of the product, not including the original shipping costs. Return-shipping costs are at the customer's expense. (NOTE: Return shipping charges resulting from 'refused' shipments will be deducted from the customer refund.)

Opened Merchandise: We will be happy to accept your return only in like-new condition, within 30 days of the delivery date. Upon receipt of your return merchandise, a refund will either be issued to the credit card account used for purchase, or mailed to you if paid by check. You will be reimbursed for the original cost of the product, not including original shipping costs. Return-shipping costs are at the customer's expense. Please note that shipping cost for carpeted pet step color exchanges will be at customer's expense.

Damaged/Lost Merchandise: If your box(es) and/or product appears damaged upon receipt - or does not arrive as expected, please contact us immediately. We will make arrangements to ship out replacement item(s) ASAP and arrange for the shipper pick up the damaged merchandise and initiate a damage/loss claim on our behalf.

For All Returns: We require a UPS, FedEx or USPS tracking number so that we can ensure its safe return.

Note: Special and/or Custom Orders and Returns without pre-authorization may be subject to 15% restocking fee.

Security - Privacy

The Pet Classics Commitment

Like you, we enjoy the convenience of shopping online and recognize that privacy and security is of utmost importance. At PetClassics.com, we take your privacy/security concerns very seriously and are committed to protecting your personal information.

We have taken strict measures to ensure that your personal information is secure at all times. Except for the purposes indicated below, we will NOT disclose, sell, share or rent any of your personal information ( i.e. name, address, credit card number, or transaction history) to any third party.

We do not send any spam/mass marketing emails. As a rule, all email communications are initiated by customers or related to a sale (receipt, shipping notice, etc).

What Personal Information Does PetClassics.com Collect?

Transaction Information: As with any shopping site, it is necessary for us to obtain transaction information from you in order to complete your purchase. This includes your name, billing/delivery address(es), telephone number and credit card data. This information is only shared with third-parties, as necessary, to facilitate the sales transaction (i.e. credit card authorization company).

Credit card purchases are authorized (by the card issuing bank) online and in real-time at the time of checkout. This makes it unnecessary to store any customer credit card numbers in their entirety. Subsequent to the approval process, only the last four digits of your account are stored with the transaction information (in an encrypted format) to protect and safeguard your most sensitive information.

Site Usage Information: PetClassics.com servers collect aggregate information, such as IP addresses, browser versions, operating systems and pages accessed during your visit to PetClassics.com. This information is used to view site usage patterns and is not tied in any way with any personal data that you provide to Pet Classics.

No Cookies/Advertising: We do not use cookies and do not allow any annoying advertisement pop-up windows on the Pet Classics website.

Sharing of Personal Information

When you purchase products from PetClassics.com, the personal information you provide will only be shared with the appropriate third parties necessary to complete your purchases (e.g. credit card authorization company). The information shared will be ONLY that which is required to successfully execute and confirm your transaction.

However, if you violate any law, rule or regulation, we may be required to disclose your personal information in order to apply or enforce PetClassics.com legal remedies. (This measure is applied primarily in the event of consumer or credit card fraud)

Personal Information Security

Pet Classics is dedicated to providing a safe and secure online shopping environment. We use state-of-the-art, industry standard, secure socket layer (SSL) technology which is utilized by most popular browsers including Chrome, Firefox and Microsoft Explorer. This technology encrypts (converts into code) your personal information before it is transferred across the Internet from your computer to our secure shopping server. This ensures that your personal information is protected at all times. Even storage of the information is in encrypted format to further safeguard your most sensitive information.

By visiting PetClassics.com you are accepting the practices described in this Privacy Policy. If you have additional questions or concerns regarding the above policy, please contact us.