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Frequently Asked Questions

Do you offer a Guarantee?
What forms of payment do you accept?
How long will it take to process my order?
How much does shipping cost?
Can I place my order through the mail?
Is it safe to purchase online?
Do I need to create an account in order to purchase?
I don't see a product that I am looking for, can you get it for me?
My credit card was declined, but it still shows a pending charge?
I didn't receive a confirmation email.
Where can I buy (x) brand of food locally?
Has my order shipped yet?
I see the message "Ships within X days", what does this mean?
There is a typo in your price, will you honor that price?

Do you offer a Guarantee?

Absolutely! We work hard to exceed our customers expectations! If for any reason you are unsatisfied with your product, simply let us know and we will gladly refund your purchase price minus the shipping. The process for our refund policy is listed below.
  • An RMA (Returned Merchandise Authorization) number MUST be obtained prior to return shipment. Contact us at customerservice@heartypet.com for your RMA
  • The customer is responsible for return shipping charges.
  • RMA must be requested within 30 days of date of purchase.
  • All dry food returns must have 50% remaining in the bag.
What forms of payment do you accept?

We accept Visa, MasterCard, and Discover.

How long will it take to process my order?

All "in stock" orders will shipped as promptly as possible.

How much does shipping cost?

Shipping charges are calculated based on Fedex published rates and displayed during checkout prior to placing your order. To see your shipping costs prior to checking out, you can click "Get Estimates" and enter your zip code in step 1 of the checkout. At this point, you will see your grand total including shipping. In addition, on the next page you will be presented with a list of all available shipping options and their associated costs.

* It is very important for you to verify your address when placing your order. Any address errors will result in a $13 address change fee. This is a Fedex policy.

* No orders will be shipped out on the following Post Office holidays: Martin Luther King Jr's Birthday, Washington's Birthday (President's Day), Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Christmas Day, New Year's Day.

We currently do not ship to International destinations.

Can I place my order through the mail?

At this time we do not take mail orders.

Is it safe to purchase online?

Hearty Pet uses industry standard 128 bit encryption when transmitting personal or financial information. This encryption scrambles your information prior to sending it on to Authorize.net for processing. You will know that your order processing is secure by the presence of a gold lock. Rest assured that your information is being protected to the fullest extent possible. Shopping with Hearty Pet is safe, secure and simple!

I don't see a product that I am looking for, can you get it for me?

In most cases, yes! Email us or give us a call and we will see if we can get it from one of our distributors.

My credit card was declined, but it still shows a pending charge?

Since we require that the billing address entered matches the address for the credit card being used we decline all orders with address verification issues. Even though our system shows the transaction as declined the issuing bank still shows a valid authorization. Our declined transaction will get picked up by our credit card processor at the end of the day but it may take up to 5 days for your bank to clear up the authorization. This situation frustrates us also and we're sorry for any inconvenience this may cause you. We've contacted our credit card processor to see if we can avoid this situation but they said they cannot do anything differently.

I didn't receive a confirmation email.

If you did not receive a confirmation email within a few minutes of successfully placing an order, it is possible that it was seen as junk mail and went to your junk mail folder. To make certain you get your order confirmations, please add www.heartypet.com as a safe domain in your safe senders list. If you can't find your confirmation in your junk folder either, give us a call and we will send you another email.

Where can I buy (x) brand of food locally?

Please note that Hearty Pet is a retailer of many brands. Much like Wal Mart is a retailer of many brands of products. We do not manufacture any product. To find a local establishment near you, you could check directly with the manufacturer. However, many of the products we carry cannot be found at local retail establishments.

Has my order shipped yet?

All orders will be shipped as promptly as possible. At the end of each business day, our system will send an email to each customer whose order shipped that day. In the email you will find a tracking number and a link to track your order. If for some reason you have not received your tracking email, you might first check your junk folder. If the email is not there, contact us and we will be happy to resend it. It is a good idea to add www.heartypet.com as a safe sender to be certain you get all emails from us.

I see the message "Ships within X days", what does this mean?

This means that we do not pre-stock that specific product within our warehouse. Once an order is placed for that product, Hearty Pet will order your "X" product immediately from our designated distributors. A customer service representative will notify you with more information about the pending ship date. Your entire order will be shipped once that product is received. This includes auto delivery orders.


There is a typo in your price, will you honor that price?

Im sorry, but we are unable to honor typos in a price. We make every effort to have our prices accurate, in the event we find a price wrong on an order we will contact you and see if you want to pay the correct price or cancel.