Customer Service
CONTACT INFORMATION
CATALOG INFORMATION
PLACING AN ORDER
ORDER INFORMATION
MY ACCOUNT
SHIPPING & HANDLING
RETURNS
PRICING & BILLING
PRIVACY POLICY
LEGAL INFORMATION
CONTACT INFORMATION
How do I contact Customer Care to place an order or if I have any questions?
You can contact Customer Care via phone toll-free anytime, fax, email or mail at:
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Who do I contact if I am having technical difficulties with the website?
If you are having technical difficulties with the website,
simply contact Customer Care and we will assist you with any issue you are
experiencing. You can also contact Customer Care via email at customercare@countrysupply.com
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CATALOG INFORMATION
Who do I contact to receive a copy of your catalog?
If you would like to receive our catalog, please contact Customer Care or you may request a catalog online by
clicking here.
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Can I send a copy of your catalog to my friends and family?
If you have friends or family who might enjoy our catalog,
you may request a catalog online by clicking
here.
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What do I do if I am receiving duplicate catalogs?
If you are receiving duplicate catalogs, please notify us
immediately by sending us all mailing labels of the catalogs you are receiving.
Please indicate which label is correct. You can email us at
customercare@countrysupply.com
or you can send the mailing labels to:
Horse.com
Mail Preference
PO Box 369
Louisiana, MO 63353
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Who do I contact if I do not wish to receive your catalog?
If you do not wish to receive our catalog, please send your
name and mailing label along with a notice that you wish to cancel your receipt
of catalog to the same address as listed above.
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PLACING AN ORDER
How can I browse products on your site?
At Horse.com, we believe in offering you options so that
you can shop for products in the ways that best suit your needs and your life.
For this reason, we offer multiple ways to shop and organize your experience
using our site. The "department" links located in the left-hand
navigation bar are designed to help serve you during your shopping experience
making it quick and easy to browse through the department of your choice. The
"quick shop" area at the bottom of each page provides links to each
of our departments and sub-departments throughout the site. The
"home" page is designed to get you to product selections quickly,
under the departments you're most interested in. Use the links on the left-hand
navigation bar to see our all of our "sales & clearance"
products, special savings with "super sale", our "best
sellers" list, or use the site in conjunction with your catalog for
greater product detail and special features by clicking on "catalog
shopping" link at the top of the left-hand navigation bar. Typing keywords
in the search box is another way to find specific products you're looking for.
Return to the "Home" page at any point while
shopping by either clicking on "Home" in the top bar navigation, or
by clicking on the Horse.com logo on the top of the screen.
The "super sale" Section allows you to see all of
the products that we have put on sale or marked-down to clearance pricing.
To order a "free catalog" simply click on the link
on the top navigation and fill out the information. The catalog offers you the
opportunity to shop at your leisure - offline - with sharp, colorful
photography and interesting facts and stories. You can also have a catalog sent
to friends and family you think might enjoy our offerings and sign-up to
receive special email promotions.
The "catalog shopping" Section allows you to shop
for products by simply entering the item number of one of our products from our
print catalog.
The "search" box offers you a quick way to enter a
word(s) related to the products you are looking for to bring up a page(s) of
our offerings containing that word. If your word doesn't produce the results
you were looking for, click on "refine you search" on the results
page to shop by brand names, price range or category. You can also enter a
product number found in the catalog to quickly access a specific item in
greater detail.
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How do I order a product?
Products are displayed on "browsing pages" six at a
time. Multiple pages of products are navigated using the page numbers and
buttons in the upper right of the screen. The page displays a small image of
the product, the name, short description and price. If you would like to
purchase a product, simply click "Add to Cart" and it will be added
to your shopping cart. These items can be removed or changed at anytime prior
to final checkout confirmation. If you would like to find out more about a
particular product, simply click on "View details" or on the product
image or name to see more a detailed description of the product with a larger
image. If you would like to purchase the product, choose the appropriate
size/model and color (if needed), indicate the quantity you would like and
click "Add to Cart." Please note: products that have options for
size/model or color can only be added to the cart from this "detail
page" and not from the "browsing page."
When you add an item to your cart, the page changes to show
your shopping cart. Here you can remove items, change the quantity or enter
promotional codes. Once you have the appropriate items in your cart, you can
click "Continue Shopping" to return to browsing products or click
"Checkout" to proceed with the checkout process.
Our Checkout process is a quick four-step process: Account,
Shipping, Billing and Confirm. Enter the required fields according to the
step-by-step instructions and you will quickly be on your way.
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Sale prices shown only on this Website.
Please note that this website contains special prices on selected products that are only available on orders placed over the Internet. Special web prices (i.e. specials not advertised any place else), when offered on this site may not be available on phone orders, fax orders, or on mailed-in orders.
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ORDER INFORMATION
How do I know when my order has been shipped?
When your order has been shipped, you will receive an email
notification. Additionally, you can track the status of your order online
through My Account.
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How can I track my order?
To see the status of any order you have placed with us you can
visit the customer information page by clicking the
My Account link at the top of any page. Click
Review previous Orders from this page to see a list of all of the
orders you have placed online with us. To review the status of the items
on a particular order just click the 'Item Status' link for that order.
You can also contact Customer Care for your order information.
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How do I cancel my order / item?
You can cancel your order at any time if you are not
comfortable with your purchase. If you choose to cancel your order after
the order has started processing through our systems, we regret that we cannot
stop that processing. You can still cancel your order one of the
following ways: refuse shipment and when the order is returned, we will
cancel your order; or, if you accept the order, you can process a return for
the portion you are not comfortable with purchasing within 30 days.
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Why am I required to create an account when I order online?
The creation of an account is necessary when ordering online
so that you may reap the benefits of being our customer. Creating an
account will allow us to better serve you through all of our channels, both on
the web and through Customer Care.
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MY ACCOUNT
How do I create an account?
You can create as you checkout the first time you visit
us. To create an account without ordering. Click the
My Account at the top of any page. Follow the instructions and your
account will be created quickly. If you have any questions, you can contact
Customer Care for more information.
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How do I edit my account information?
You can edit your account information from the
customer information page. Click on the 'change address details' and update
your information. Click the Continue button to save your changes.
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I forgot my password.
If you forgot your password you can reset your password
information by first clicking on Login, then click on Forgot My Password. After
we have received your request, you will receive an email with your account
information including your temporary password. The email will be sent to the
account that you originally used when registering. After you receive this
email, you can login and change your password.
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SHIPPING & HANDLING
What shipping methods are available?
Standard Mail Economy Shipping - This is our standard shipping method and is how orders will be shipped to customers in the Continental US (not available in AK, HI, PR, and VI). By default, all orders of in-stock items will be processed within 24 hours and shipped via Standard Mail Economy Shipping and should arrive to you 6 - 8 business days later.
Expedited Ground Shipping - This optional upgrade to your shipping method should get your in stock order to you via Fed Ex Ground Delivery in 2 - 6 business days. Not available in AK, HI, PR, and VI.
USPS Priority Mail - This optional upgrade in shipping (Required for and available only to orders to AK, HI, PR, and VI) will get your in stock items to you in 3 - 4 business days.
2nd Day Air Shipments - This optional upgrade in shipping will get your in stock items to you in 2 business days.
Overnight Air Shipments - This optional upgrade in shipping will get your in stock items to you in 1 business day.
Extra Shipping and Handling (FOB Charges) - Heavyweight and oversized items require an additional shipping cost. Items with an extra FOB charge will be indicated with the item's weight shown under the item's price on the website. The FOB shipping cost that will be added to your order for shipping is determined by what shipping method you select.
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What is the cost to ship my package?
Your shipping charge is based on your merchandise total (not including sales tax and any additional
FOB shipping and handling charges). Note that if you order items that are Heavyweight or Oversized
then additional FOB charges may apply to your order.
Shipping Method |
Estimated Delivery Time |
Carriers |
Base Rate |
Per Pound |
Economy Shipping
(for orders under $49) |
10-15 Business Days |
USPS |
$8.95* |
$0.75 |
Economy Shipping
(for orders over $49) |
10-15 Business Days |
USPS |
FREE* |
$0.75 |
Expedited Ground
(for orders under $49) |
2-6 Business Days |
FedEx |
$11.94* |
$0.75 |
Expedited Ground
(for orders over $49) |
2-6 Business Days |
FedEx |
$2.99* |
$0.75 |
Expedited Ground
(for orders over $99) |
2-6 Business Days |
FedEx |
FREE* |
$0.75 |
Priority Mail
(Alaska & Hawaii) |
6-8 Business Days |
USPS |
$9.95 |
$2.00 |
2nd Day Air |
2 Business Days |
FedEx |
$17.99 |
$1.30 |
Overnight Air |
1 Business Day |
FedEx |
$25.99 |
$2.00 |
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Can you ship overseas?
We apologize but unfortunately, as a result of our agreements with many of our suppliers, we cannot ship outside the 50 United States. Any orders that are placed for shipment outside of the 50 United States will be denied.
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How do I receive FREE or DISCOUNTED Shipping?
You will receive FREE Standard Mail Economy Shipping on all orders that ship via Standard Mail Economy Shipping and total over $49.00 in merchandise. (Excludes Oversized Shipping costs and any additional FOB charges on extra large or bulky items.) Not valid with any other offers. Some restrictions may apply.
You will also receive DISCOUNTED Expedited Ground for $2.99 for orders over $49.00 and FREE Expedited Ground for orders over $99.00. (Excludes Oversized Shipping costs and any additional FOB charges on extra large or bulky items.) Not valid with any other offers. Some restrictions may apply.
You will also receive Priority Mail for $2.00 for orders over $49.00. Please note this option is only available for orders shipping to to AK, HI, PR, and VI. (Excludes Oversized Shipping costs and any additional FOB charges on extra large or bulky items.) Not valid with any other offers. Some restrictions may apply.
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RETURNS
What is the Horse.com return policy?
Our standard return policy states that if at any time within
30 days of receipt, you are not satisfied; you may return your unused product
for an exchange or refund of the purchase price. Just fill out the returns form
on the back of your invoice or download the form online, and include it with
your return. Please keep in mind: We do not accept returns for
sale, clearance, closeout or special order items. Sorry, no return on
bits, books, audio or video tapes, feed supplements, wormers or computer
software. We do not refund your original shipping or return shipping
charges. Without proper documentation (i.e. return form, invoice) your
return may be delayed. Our simple four-step return process is listed
below. Please contact Customer Care if you have
any additional questions.
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How do I return an item?
Return Process:
- Fill out the returns form on the back of your
original packing slip. If you do not have your original packing slip,
simply fill out and print the returns form
below and include it with your return. To receive credit, you must mail
this form with your return. If you do not have the packing slip and
cannot print the form below, you can simply attach a note to your order
indicating your name, the order and the items you are returning, including the
reason so that we can properly process the return.
- Re-pack the product in its original packaging.
Make sure to include all pieces of the product including instruction manuals
and warranty information. If you still have the original shipping box
your order came in, please place the product in that box.
*** Please be sure that your packing slip/returns form is
inside the package. Your return may take longer to be processed if the
returns form is missing from the package.
- For a mailing label, peel off the self-adhesive label
provided on your original packing slip, or simply address the package as
follows:
Horse.com
O.P.C. \ Returns
301 Sonoco Dr.
Louisiana, MO 63353
- For your protection, we recommend that you ship your
return back to us via UPS or US Postal Service with insured service. This
protects you in case the shipment is damaged or lost in transit. This
will also allow you to track your return shipment easily through that
carrier. We cannot assume responsibility for misdirected, damaged, or
lost shipments.
Note that it can take up to 6 weeks to complete the processing
of your return (i.e., you send us the package, we credit you for your return,
your credit card company reflects your credit, etc.). In the case of
returns sent from APO/FPO addresses, the military and US Postal Service handles
delivery, so we are unable to estimate the shipping time back to us.
Usually these returns take a little longer than normal, so please be patient.
Items that are drop shipped from our vendors directly to you
should be returned to the shipping vendor who will in turn
notify us so you can be credited immediately. Return
shipping address and instructions will be included with your
order.
Can I exchange an item?
We accept exchanges of items for a different size, model, or
color and exchanges for items different than originally purchased. If you place
an exchange request, we will process a return for the item you originally
purchased and then place an order for the new item.
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How do I return or exchange an item that was a gift?
If you received an item as a gift and wish to return it, the
purchase price will be credited to the person who paid for the gift. If
you wish to exchange an item that was a gift, we will process a return for the
original item and place an order for the new item.
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I lost my packing slip. What information do you need for my return?
If you do not have the packing slip and cannot print the
returns form shown below, you can simply attach a note to your order indicating
your name, the order and the items you are returning, including the reason so
that we can properly process the return.Your return may take longer to
be processed if the returns form is missing from the package.
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What do I do if the wrong items have been shipped to me?
If the wrong items have been shipped to you, please contact Customer Care for further assistance.
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Who do I contact to ask questions about my return?
If you have any questions about your return, please contact
Customer Care for assistance. If your question is related to
tracking of your return, you will need to contact the carrier that shipped your
return.
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Horse.com Return Form
The return form is in the Portable Document Format (PDF). To
view the file you will need the
Adobe® Acrobat® Reader which is available for free from the
Adobe web site.
View the Return Form
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PRICING & BILLING
What are my payment choices?
We accept Visa, MasterCard, and Discover for online
transactions. If you wish to pay via check or money order, you can mail
your order to us. Click Here
for our mailing address.
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When will my credit card be charged?
Your credit card will be charged once the items you ordered
have been shipped. If you place an order and any of the items ship
separately and at different times (i.e., backorders or shipments directly from
our suppliers), your card will be charged each time a part of the order
ships. We will not charge your credit card for any items on your order
that have not shipped.
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Who do I contact if I have questions about my bill?
If you have questions about your bill, please contact
Customer Care for assistance. If your question concerns a charge
on your credit card statement that you do not recognize, you should contact
your credit card provider immediately.
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Am I required to pay sales tax?
Yes. The government requires that Horse.com collect
sales tax from our customers that ship items to Pennsylvania, Missouri, and New York.
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Learn About Our Service Policy At Country Supply, we are committed to providing you with competitive prices. Due to market changes, prices are subject to change without notice. Some products will be excluded from discounts due to manufacturer guidelines. We are not responsible for typographical errors that occur. Country Supply prices are often shown with comparison prices. These are shown for reference purposes only and represent either a manufacturer’s published suggested retail price or the price at which the same or comparable merchandise has been offered by retailers. This comparison price may not necessarily represent the prevailing price for that item in your community. Due to circumstances beyond our control, all products may not be available all the time. Some products will be excluded from discounts due to manufacturer guidelines. If you have any questions, please call our customer service at
1-800-637-6721.
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PRIVACY POLICY
What is the PetsUnited, LLC privacy policy?
Our Privacy Policy can be found on the Privacy Policy page of
our site. You can access this page from any page of our site, or you can
Click Here to access.
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LEGAL INFORMATION
Where can I find legal information?
Our legal information including the Disclaimer and Terms &
Conditions can be found on our Legal Info page of our site. You can
access this page from any page of our site, or you can
Click Here to access.
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