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Order Policy
Our Guarantee
Putting Customers First
We stand behind our products, and have always believed that providing customers with superior service is the key to building lasting relationships.
100% Satisfaction Guarantee – If you are not satisfied with a product you purchase directly from pioneerpet.com you may return it to us within 30 days for a full refund of the product price. See our Return Policy at the bottom of the page for more information.
No Minimum Orders.
Ordering
Products Available for Purchase Directly
Filters, pumps, pump housing, and other fountain replacement parts are available for purchase on pioneerpet.com or over the phone. Customer service can be reached at 1-262-376-0768 Monday – Friday from 8:00 am – 3:00 pm CST. All other products can be purchased at retail store or from an online retailer such as amazon.com or chewy.com.
Continental US Residents (excluding WA state)
Online ordering on pioneerpet.com is available for residents of the continental US only (excluding WA).
To order by phone, please call Customer Service at 1-262-376-0768 to place your order. We are available to take your call Monday through Friday from 8:00 am – 3:00 pm CST.
Washington State
At this time, we cannot accept orders from residents of Washington. This is due to current WA law that makes our company pay the retail sales tax to them for any sales sold directly to a customer in WA. Because the majority of our products (litter, fountains, scratchers, filters, etc) are sold through online retailers such as Chewy.com and Amazon.com as well as local pet stores, we direct our customers there.
If you are in need of a small replacement part, please email us at info@pioneerpet.com or call 1-262-376-0768 Monday through Friday from 8:00 am – 3:00 pm CST
Alaska or Hawaii Residents
Please call Customer Service at 1-262-376-0768 to place your order. We are available to take your call Monday through Friday from 8:00 am – 3:00 pm CST. Please note that the shipping cost will be calculated based on the weight of the order shipping to your zip code.
Canada Residents
It is much more cost effective for Canadian residents to purchase SmartCat and Pioneer Pet products from a retailer in Canada. In addition to local pet stores, Pet Valu, Amazon.ca and Homesalive.ca carry many of our products. If you wish to call and place an order or are in need of a small replacement part, we are available Monday through Friday from 8:00 am – 3:00 pm CST at 1-262-376-0768 or email info@pioneerpet.com.
International Residents
We do not accept orders from residents outside of North America. Please email info@pioneerpet.com to request contact information for a distributor near you.
SHIPPING
We offer flat rate shipping in the continental USA (at this time, we cannot accept orders from residents of Washington). Orders are shipped UPS Ground or USPS depending on the weight/size of the order. Orders are delivered within about 3-5 business days. Please note, we are closed on Saturday and Sunday so orders placed on Friday afternoon are processed and shipped on Monday.
2025 Flat Rate Prices*
Orders between $0-$4.99: flat rate of $2.00
Orders between $5.00-$29.99: flat rate of $5.00
Free shipping over $30.00
*For orders shipping to Hawaii, Alaska and Canada, the shipping cost will be calculated based on the weight of the order shipping to your zip code.
Our Return Policy
Products purchased directly from pioneerpet.com may be returned within 30 days for a replacement or refund of your item. To return an item, please print out and complete our return form and include the Return Form (Click Here) in the box with the items you are returning. Charges for return shipping are the responsibility of the customer.
