Frequently Asked Questions (FAQs)




Checkout, Pricing & Returns


What is your return policy?
Please visit our Returns & Refunds page to view our updated return policy (updated December 2021).

Do you offer financing?
Yes. We've partnered with AFFIRM to offer consumer lines of credit at great rates. Click here to learn more!

Where do I enter the coupon code?
The coupon code (Discount Code) is entered on the shopping cart page. See image below:where to enter coupon codes

I placed my order, but the money hasn't come out of my account yet? 

It may take up to a day for us to process your order. We do not take payment until your order has been pulled to ensure you are not charged for items that may be out of stock.

Do You Price Match?

We strive to make sure that we are offering the best products at competitive prices. Occasionally another company will have the exact same product at a lower price.  When this occurs we are happy to match that price.  However, some restrictions apply:

    • The product in question must be identical (color, model, size, manufacturer,etc) to the item available at Ryan’s Pet Supplies.
    • The product must be offered by a US company. We will not price match with companies based out of the US.
    • Due to market volatility we regret that we can’t price match Amazon, Chewy, or Ebay.
    • Price match is not combinable with other promotions or free gift offers.
    • Price match does not include applicable taxes or shipping.

If you have an item you would like price matched please call 800-525-7387 or email [email protected].  Please include all pertinent product and competitive price information.


Shipping


International Ordering
Customers pay full shipping on all orders outside the contiguous United States. International orders under $150.00 will be charged a $14.95 international processing fee. Please note that additional duties, taxes and US customs charges may apply. These charges are not charged by Ryan’s Pet Supplies. For additional information please contact your local Customs Office. Some of the items we sell are classified by the federal government as ORM-D. These are chemicals, such as, blade cleaners or coolants that contain flammable material. ORM-D items can not be shipped outside the contiguous United States.

Do you ship to my country?
We ship to many countries across the world, if you are not seeing yours when you choose shipping please email [email protected].com

Where is the rest of my order?
In order to get items to you faster we have multiple warehouses which means you could receive multiple shipments. When a shipment it completed you will receive a receipt for the items that have been shipped, the remaining items if in stock are being fulfilled by another warehouse. We try to ship all orders placed before 1PM Arizona time that day.

What do I do if my order has shipped and my business is closed or unable to accept deliveries due to concerns from the Coronavirus?

  • We recommend that you contact UPS (UPS.com) and provide an alternate delivery location, such as UPS store, home or other UPS access point.
  • Any Ground package that is undeliverable will be held for 9 calendar days at the closest UPS facility for pickup. On the 10th day, if not picked up or provided alternate delivery instructions, UPS will make one final delivery attempt and then return the package if unable to deliver. Return/reship charges will apply

Taxes


Why am I being charged a Sales Tax?
Unless otherwise noted, items are subject to sales tax in AR, AZ, CA, CO,CT, GA, HI, IA, ID, IL, IN, KY, LA, MA, MD, MI, MN, MS, MO, NC, ND, NE, NJ, NM, NV, NY, OH, OK, PA, RI, SC, TN, TX, UT, VA, VT, WA, WV, WI and WY.
In states imposing sales/use taxes, your purchase is not exempt from taxation solely because it was made online.

Keep in mind that many states require consumers to file a sales/use tax return each year to report all of their taxable purchases that were not taxed. You can learn more about filing these returns from your taxing authority.
If you have additional questions or have tax exemption please email [email protected].


Retail Store


What are your hours?
Shop with us at 1805 E McDowell Rd, Phoenix, AZ 85006 Monday-Friday 8:30 am - 4:30 pm MST. We look forward to seeing you and your pets!
The phones are open Monday - Friday 7:30am - 5:00pm

Is the warehouse open?
Our main warehouse is closed to the public. Our remodeled showroom is open Monday-Friday, 8:30 am - 4:30 pm MST.
Don’t see what you need in the showroom? Just ask! Our customer service representatives will be happy to assist you in getting what you need.

Can I bring my pet into the showroom?
We encourage you to bring your well-behaved pets into our showroom. We ask that you clean up after your pet if they make a mess and they must be on a leash.

Do you have a grooming facility?
We don't have a grooming facility.

Can you recommend a groomer for me to use?
Due to the fact that we have so many groomers as customers, we are not able to recommend just one.


Pick-Up Orders


I choose the pick up option, what does that mean?
The 'Pick Up' option means that you are in the Phoenix Metro area and you would like to pick your order up at the Ryan's Pet Supplies Showroom.

When will my pick up order be ready?
Please give us 3 hours to get your order picked. A customer service member will call you when your order is ready to be picked up.
All pickups over $500 must show ID and Credit Card used. We may also photograph your vehicle and license plate at our discretion.


Backorders


We make every effort to ensure that all items advertising are available. However, due to the popularity of our products some items may be temporarily out of stock. We accept backorders on equipment items only. We do not accept backorders on COD orders and orders outside of the Continental United States. Backorders that become available within 30 days will automatically be shipped. After 30 days, the credit card authorization expires and the backorder will be automatically cancelled if the item is still not available.


Miscellaneous


How do I become a customer?
If you are calling on the phone, just give your information and place your order. If you are ordering online, create an account and place your order.

What is your resale policy?
Ryan’s Pet Supplies does not allow the resale of products through online marketplaces.

Do you offer samples of shampoos, conditioners or other products you sell?
We do not offer a sample program at this time, nor do we have samples of our products for distribution.