Ordering Information

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Low Price GuaranteeOur Low Price Guarantee
We want to make sure that you always get the lowest price on your pet supply purchases. Tell a Customer Service Representative about our competitor's advertised price for the identical in stock item from the same manufacturer and we will match it before you complete the order. Prices offered on auction web sites, private sellers offering products for sale, closeout or clearance websites & prices and aquarium livestock items are excluded from this offer.Price matching does not apply to shipping and handling costs. That Fish Place-That Pet Place reserves the right to refuse offers that cannot be verified.

Q: What payment methods does That Fish Place - That Pet Place accept?

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That Fish Place-That Pet Place accepts MasterCard, Visa, American Express, Discover, or PayPal. Orders may also be purchased with certified check, money order or personal check. Send your order and payment to: That Pet Place | 237 Centerville Road | Lancaster, PA 17603

Customers mailing in their orders with a check or money order should be sure to calculate and include applicable taxes (PA residents please add 6%) and shipping costs of the order in the check total. Orders paid by check will be held for approximately two weeks for check clearance. Any overpayments will be promptly refunded. Shipping charges will be added automatically to credit card orders.

Q: What are the hours of your customer service center?

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Our customer service representatives are available Monday - Friday 8 a.m.-5 p.m. EST, we are closed on Saturday & Sunday. Please call 1-888-THAT-PET for assistance.

Q: How do you verify my credit information?

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To help protect you against credit card fraud, we verify the billing and shipping addresses of your credit card with the issuer. If you are using a shipping address that is different than your credit card billing address, please contact your credit card company and request that they add this address as an authorized shipping address on your account. This helps protect you against fraudulent charges by anyone that might attempt to ship items to an address other than those you have authorized.

Our customer service department will make every effort to contact you if we are unable to verify your credit card information. If you have selected an expedited shipping service we will attempt to contact you immediately. Please provide complete contact information so we are able to reach you as soon as possible to prevent delays due to inaccurate credit card information or unauthorized shipping addresses.

Q: Why does it appear that my card was double charged or that funds are unavailable in my debit account?

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Modification of orders that are already being processed may cause double authorization and/or funds to be temporarily unavailable on your credit or debit card account. Please ask your customer service representative or banking institution if you have questions. We are not responsible for bank charges or fees that may be incurred due to temporarily unavailable funds.

Q: I purchased a gift card in the retail store. My gift card has 3 numbers on it. Which one do I have to enter on your website?

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Using a gift card purchased in our retail store for an online purchase, can be a little confusing. When entering one of these gift cards during checkout, enter the 9-digit code in the upper right-hand corner, on the back of the gift card. This only applies to gift cards purchased in our retail store and not gift cards purchased online.

Q: Does That Fish Place - That Pet Place ship internationally?

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We ship world-wide! For delivery outside the contiguous 48 states including Alaska, Hawaii, Puerto Rico and APO addresses, please contact Customer Service via phone or e-mail. We have various shipping methods available for timely and cost effective delivery to locations around the world.

International orders require a minimum purchase of $150 of in-stock dry goods. Payment methods are limited to American Express, money order or wire transfer in U.S. currency as payment, personal checks will not be accepted. Please call 1-888-842-8738 for transfer information.

Livestock orders are shipped within the 48 contiguous states (with the exception of California). Frozen food orders are only shipped within the contiguous 48 states.

Q: Is there a faster way to re-order items I've purchased in the past?

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You can quickly re-order items you've purchased in the past with our re-order feature. Simply log in to your account using the "Login" link at the top right corner of the page. Find the link to re-order items under "Purchases". Use the dropdown arrow & click "Reorder Items". When you click the link, a list of products you have purchased under your account online or in the retail store will appear. Add the desired items to your cart and proceed with your order.

Q: Where can I find promotion codes?

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That Fish Place-That Pet Place works hard to provide you with a huge selection of pet supplies at the lowest prices online. Receive promotion codes by email: You can also sign up here to receive emails and be the first to know about sales and specials, and receive valuable promotion codes as they become available. Also, check out our homepage for other sitewide or category deals happening now!

Q: How can I be sure I'm ordering what I want or need?

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Our expert staff is available during business hours to answer any questions you may have about the products we sell. Please speak to someone on our sales staff before ordering if you are unsure about a product you are considering.

Our web site provides you with images and information to represent the merchandise you may purchase. Please be aware that the colors shown may not be exact. Manufacturer design revisions and color variations may also exist. Prices, products, availability and offers are subject to change without notice. That Fish Place - That Pet Place is not responsible for graphical display variations or typographical errors.

Livestock and frozen food orders must be placed separately from dry goods and have separate shipping fees and schedules.

Q: What if an item I order is out of stock or backordered?

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From time to time, stock shortages do occur. Items may become out of stock if:

1. Demand for an item is much higher than expected.
2. The manufacturer has backordered the item due to a shortage of parts, materials, etc.
3. Transportation strikes, natural disasters such as floods, snow storms, etc.

If an item is valued at $10 or more the item will be placed on backorder and shipped when new stock arrives unless instructed by the customer not to do so. Backorders are shipped to you by best method (usually FedEx ground shipping) and you will not pay any additional shipping fees. We do not backorder livestock or frozen food items.

Q: Why was my backorder cancelled?

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If you have used PayPal as your payment method, your backorder may be cancelled if we do not receive the product in our warehouse within 3 business days. We apologize for any inconvenience. If you do not wish to have your backordered items cancelled after 3 days, we suggest using a credit card as your payment method.

After 25 days on backorder, That Fish Place-That Pet Place will contact you to see if you are still interested in waiting on the product. At this point, if we do not hear from you within 7 days, your order will be cancelled, and your account refunded. After 60 days on backorder, all orders are cancelled, and accounts are refunded.

Q: Does That Fish Place - That Pet Place mail printed catalogs?

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That Fish Place - That Pet Place does not mail printed catalogs.

Don't despair, you can keep up-to-date with all the current sale information and receive valuable coupons by signing up for our email program using this form.

If you would like to continue mailing or faxing in your order, please download this order form.

Q: Where can I find an order form? I like to make pet supplies purchases through the mail.

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No problem. Click That Fish Place-That Pet Place Order Form to download a copy (pdf viewer required).