Ryans Pet Supplies Paw BrothersDesert SudzValue Groom

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Help Page

Help

Our Help page is designed to help you find answers to our most frequently asked questions.  Simply click on any of the options listed in the Help Sections listed below to jump to that section.

Help Sections
Accessing Your Account
Ordering
Shopping Cart
Checkout
Wishlist
Payment
Handling Fee
Shipping
International Orders
Returns
Backorders
Free Items
Mix & Match Items
MSDS / Product Info Sheets
Product Videos
Instruction Manuals
Sizing Charts
Mixing Shampoo

If your question is not answered here, please email us at webmaster@ryanspet.com.


Accessing your account
New Customers
If you are new to Ryan's...Welcome!  In order to place your order, you will need to take a few moments to set-up your account.  You may do so by visiting our New Customer Registration Page.

Returning Customers
If you have previously ordered with Ryan's, you may access your account through our Login Page.  If you have forgotten your login email or password, please email us at webmaster@ryanspet.com.

If you have any troubles setting up your account, simply contact us toll free at (800)525-7387.

Editing your account, viewing Open Orders, and Invoice History
Once you are logged into your account, simply click on the "My Account" link found along the top of the page.  From the My Account screen you can update your contact information, your login email, and your password.  To view open orders that are pending in our system, click on the "Open Orders" link on the left-hand side of the screen.   To view your old invoices, select the "Invoice History" link from the left-hand side of the screen.

Reordering previously ordered items
Reordering is now easier than ever. Simply use the Reorder option in the My Account section to bring up your previous orders. You can pick and choose which items to reorder or you can reorder the entire order...all with the click of a button!

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Ordering
There are three really cool ways to order on our website:
  • Quick Order - Are you in a hurry? Do you already know the item # of the product(s) you want? If so, then the QUICK ORDER is the quickest way to place your order. You can add any item to your cart without scrolling through long lists and navigating through page after page. If you have our catalog open in front of you – the QUICK ORDER is the perfect companion. Simply type in the item #, the quantity, and add to your cart.

  • Fetch – If you know the name of an item, the item #, or maybe you just want to look at a group of items…type it into the box labeled “FETCH” and our search engine will quickly find what you’re looking for. But that’s not all – you can sort the search results alphabetically by product name or by brand name. You can also search results by price.

  • Categories – All of our products are neatly organized into the categories listed along the left-hand side of the screen. Click on one of these categories to easily navigate to the product you’re looking for.

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Shopping Cart
How to see your shopping cart
There are two ways to see your shopping cart from anywhere on our website. Simply click on the link labeled “SHOPPING CART” found in the green menu bar along the top of the screen –OR – click on any of the SUB TOTAL, TOTAL ITEMS, or CHECK OUT links in the upper right-hand corner of the screen.

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Checkout
How to checkout
Checking out is as easy as petting your dog! As soon as you click the CHECKOUT button from the SHOPPING CART you'll see a login/register screen. If you have ordered from us before, on this website, then you're a Returning Customer and you can sign-in using your e-mail address and password. Click the LOGIN button. If you logged in before you started shopping, you will breeze right through to the shipping information screens.

If you are a New Customer to this website please enter your e-mail address twice, and enter a password twice. (Hint: Your dog or cat's name might be an easy password to remember). Click the REGISTER button.

Now for the fun stuff – Shipping Info! We'd like to know where to ship your order. Fill in the blanks if you're a new customer, and tell us how you want us to ship your package(s). We also need to know if this is a RESIDENTIAL shipment (to a house in a neighborhood), or a BUSINESS shipment (in a business area that the delivery people go to everyday). Please keep in mind that ground shipments are the least expensive. If you're already a current customer your shipping information has been filled out for you. Please make sure it's correct. We hate sending stuff to Alaska when you live in Arizona.

If you want us to call and e-mail you with out of stock items, exact shipping or your order total leave a note in the order Comment/Instructions box. (This box is located on the SHIPPING OPTIONS page during check-out). PLEASE NOTE if you request to be notified we will HOLD your order until we reach you and get your approval unless you specify otherwise.

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Wish List
How to use the Wish List feature on our website:
The Wish List feature on our website allows you to shop now and save items for checkout later. The Wish List can also be used as a running list of your favorite items. To utilize the Wish List feature, simply follow the instructions below.
  1. Login to your account – you must be logged in to use the Wish List feature.

  2. Locate the product you want to add and click through to the product detail page. The product detail page is the page where you can view an image and description of the item. You will also be able to view the item’s availability and add the item either to your cart, Wish List, or both.

  3. Click on the “Add to wish list” icon located below the “Add to cart” icon. Wish List icon

  4. You should see some text appear above the product image that tells you an item was added to your Wish List.

  5. To view your Wish List, simply click on the “Wish List” link located in the green menu bar along the top of the screen. You may also view your Wish List from the “My Account” link.

  6. From the Wish List screen, you may enter a quantity for an item and click “Add to cart” to add the item to your shopping cart for checkout.
If you have any additional questions, please feel free to contact the Ryan’s Internet Department at (800)525-7387 or email us at webmaster@ryanspet.com

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Payment
Paying for your order
Our prices are so low you'd think they were free. Unfortunately we do have to charge you something. Please check your Bill To and Ship To information. Check all of your items to make sure you ordered enough. Then, tell us which credit card you're using, what the number on the card is, when your card will expire, the name on the card, and your CVC number. What?

A CVC number is a verification number the credit card companies use to verify that you are who you say you are. Ok! Look on the back of your card in the signature block. Those last three numbers printed in the block are your CVC numbers. If you have an American Express card there are four numbers on the front of your card printed in black. Use those.

Clicking on the PURCHASE button completes your order. Its that easy!

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Handling Fee
Handling Fee
While some wholesalers may charge yearly or monthly membership fees, Ryan's does not have any membership fees or minimum order size.  However, in order to keep our prices as low as possible, there will be a $6.99 handling fee included on all orders under $60.00.  This small fee is separate from any shipping costs and helps us cover the costs of the materials used during shipping such as boxes, tape, packing peanuts, etc.  Orders over $60.00 will not be charged a handling fee.

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Shipping

How much does it cost to ship an order?
Our shipping rates are figured the same way as UPS, including surcharges. UPS rates are based on the weight, the size, and the destination of the package. Large items may incur higher shipping rates due to their dimensions. Heavy items may incur higher shipping rates due to their weight.

The best way to estimate the shipping cost of your order is to use the shipping calculator option in your shopping cart. Simply click on the button labeled “Estimate Shipping Cost” and follow the instructions to view a quote.

Shipping rates are an "ESTIMATE" and are subject to change upon shipping of order.
Please Note: the shipping rates displayed in the shipping calculator or checkout pages are only estimates. The final shipping costs are determined when the order is packed and shipped. The correct shipping costs will be applied to your order upon shipment and will be automatically included on your invoice.

IF YOU ASK FOR YOUR ORDER TO BE SHIPPED BY AIR, (3-Day, 2-Day, or Next Day) Please note that the estimate given may not be accurate. If you require the exact shipping charge before we send your order, you must leave a note requesting this in the "Order Instructions" box on the shipping page, during check out. We will then hold your order, until we get your shipping approval either by phone or e-mail. For priority shipping, (Next Day, 2- Day, or 3-day Air) we must receive your order by 1:00 P.M. Mountain Standard Time or it will not be shipped until the following business day.

When will I get my order?
Most in stock items are shipped by ground within one business day after we receive it. We use UPS to ship most packages. Except for holiday periods, like Christmas, you should have your in stock items within five to six business days. If you need your items faster, be sure to choose a shipping method other than UPS ground. When calculating shipping days remember our carriers do not deliver on Saturday or Sunday, so for example, if you order 2-Day delivery by 1:00 MST on Thursday you will get your package on Monday.

Shipping Terms
Flat Rate Shipping : Ryan's offers $5.89 flat rate shipping on all qualified orders with a merchandise total of $150 or more shipping via UPS within the contiguous United States. Exclusions apply.

Free Shipping: Ryan's will pay all ground shipping costs on qualified orders with a merchandise total of $550 or more shipping via UPS within the contiguous United States. Exclusions apply.

Exclusions: The following items are excluded from flat rate and free shipping: gates, pet doors, plastic and wire cages, grooming tables, tubs, dryers, carts and stools, motor freight items, drop ship items, oversized items, free items, and sharpening and repair.


How do I know which items are excluded from free freight?
FOB icon
Items that are excluded from free freight are indicated on our website by the icon of a box with a dollar sign.  Freight costs will for these items will need to be paid regardles of your order total. Orders shipped outside the contiguous United States, including APO and FPO addresses are also excluded from free freight.

Motor Freight Items
Motor Freight icon
All motor freight items are marked with the "Truck Ship" icon. If your order contains a Truck Ship item, the entire order will be shipped by motor freight. Please allow 2-3 weeks for motor freight shipments. Motor freight items are excluded from free freight.

If you have questions about whether or not an item is excluded from free freight, please call (800)525-7387.

Why can't all items be shipped by air?
The least expensive method to ship packages is by ground shipment. This saves you money. However, sometimes you want something faster, and you are willing to pay a higher price, but we still don't ship what you wanted. What's up with that?

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. All ORM-D items are restricted from air shipments.

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International Orders
International Orders
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.

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Returns
Return Policy and Procedures
We understand some customers may not be satisfied with their purchases, and we understand all manufacturers have a small percentage of products that may have defects.

Knowing that, we have developed this policy with two objectives. First, our customers must be taken care of in a prompt manner. We will ensure they get (a) the right items they need, (b) by getting a replacement item, or (c) by getting a refund, less shipping costs, as soon as possible. Second, we must protect the profits of our company. We will do our best to see our customers get what they want when they want it. We will help our customers by suggesting items that fit their needs. And, we will do our best to buy quality products from reputable manufacturers.

Merchandise Returned Within 30 Days From The Date of Purchase
Ryan's will accept the return of merchandise within 30 days from the date of purchase, provided the product returned is in a saleable condition. All boxes, packaging, and accessories must be returned. The original purchase invoice, or a copy, must accompany the return. A restocking fee of 15% of the item's catalog price may be charged. The return must be inspected before applying credit or before giving the customer a replacement or a refund. Seasonal items, books, videos, and DVD’s, may not be returned for exchange or credit.

Merchandise under the Manufacturer's Warranty Period must be returned to the Manufacturer for repair or replacement

The Manufacturer may deem merchandise that has failed due to improper operation or use, customer neglect, lightning damage or other acts of God, or incidental damages may not be accepted as a repair or return.

To contact Ryan's regarding a return or exchange, please visit our Customer Service Page or call us toll free at (800)525-7387.

For easy returns, please see Ryan's EZ-Return page.

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Backorders
Backorders
We make every effort to ensure that all items advertised are available. However, due to the popularity of our products some items may be temporarily out of stock. We accept back orders on items of $25.00 or more. We do not accept backorders on COD orders and orders outside the Continental United States. Back orders that become available within 30 days will automatically be shipped, after 30 days you will be contacted prior to shipment of back ordered items. If for some unforeseen reason the back order is not available after 60 days the order will be automatically cancelled.

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Free Items
Free Items
Free Stuff Icon
Ryan's free products: We'll check the items in your shopping cart to determine the quantity of items you are eligable for. If you are eligible for free products,You will select your FREE products during checkout.  Remember shipping is charged for free item, shipping is calculated by weight. If you do not want the free items you can note that in the Order Instructions box on the shipping page. Please Note: Free items will be added only while supplies last. We do not backorder Free items.  To view available Free items, simply click on the "Free Stuff" icon found on the product detail page.  If no Free items are available, no icon will appear.

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Mix & Match Items
Mix & Match Items
Mix & Match Icon
Mix & Match items help you achieve the most savings by allowing you to reach quantity discounts by mixing and matching participating items.  To view available Mix & Match items, simply click on the "Mix & Match" icon found on the product detail page.  Buy any combination of the products that appear to receive the quantity discount.  If no Mix & Match items are available, no icon will appear.

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MSDS / Product Info Sheets
MSDS / Product Info Sheets
MSDS Logo
When possible, we have included links to any available MSDS documentation related to our products in PDF format.  To access this information, simply click on the "MSDS" icon found on the product detail page.  If no MSDS documentation exists, no icon will appear.

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Product Videos
Product Videos
Product Video Icon
Where available, we have included links to product videos.  These videos are included to provide additional product information to help inform you about the product you are viewing.  To view a product video, simply click on the "Product Video" icon found on the product detail page.  If no product video is available, no icon will appear.

Please visit the Ryan's YouTube page at http://www.youtube.com/ryanspetsupplies to view all of our product videos.

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Instruction Manuals
Instruction Manuals  
Product Info Icon
Where available, we have included links to product instruction manuals.  These documents are included to provide additional product information and/or assembly instructions.  To view product instruction manuals, simply click on the "Product Information" icon found on the product detail page.  If no instruction manual is available, no icon will appear.

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Sizing Charts
Sizing Charts
Size Chart Icon
When possible, we have included links to sizing charts.  To view product sizing charts, simply click on the "Size Chart" icon found on the product detail page.  If no sizing chart is available, no icon will appear.

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Shampoo Dilution
Shampoo Dilution
Shampoo Dilution can be tricky. Click on this link to see how to mix the shampoos to make optimal use of your shampoo. Dilution Chart

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If your question is not answered here, please email us at webmaster@ryanspet.com.
NOT RESPONSIBLE FOR ERRORS AND OMISSIONS
Ryan's is not responsible for re-posts of our content on websites operated by anyone other than Ryan's Pet Supplies or G & G Distribution, Inc.



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