Ordering Questions and Answers

Below are some of the more common questions about the ordering and purchasing process. If you don't find what you're looking for here, please don't hesitate to email us with your question, or call us at 1-800-488-9192.

Is it safe to use my credit card to purchase through your online store?
Must I order online?
What payment methods do you accept?
Do you charge sales tax?
What is your returns policy?
Why are your products only available directly from Pillar Pet Products and not in stores?
Can I cancel my order?
Can my order be shipped to an address that's not the same as my billing address?
Do you ship to international customers?
Do you ship to Canada?
Do you ship to APO/FPO addresses?
Do you share my personal information?
I just placed an order, what happens now?
Where is my order confirmation?
How do I track my order when shipped?

Is it safe to use my credit card to purchase through your online store?

Yes. We've done the work to make sure shopping online with us is a very secure process. All pages in the store that ask for or display personal information, including your credit card information are secured by 128-bit SSL (Secure Socket Layer) encryption. Shopping online with this industry standard technology is extremely safe. If you prefer not to shop online, you are welcome to purchase by phone. Simply call 1-800-488-9192.

Must I order online?

While we have made every effort to offer a pleasant and secure online purchase experience, we certainly understand that some customers would prefer another method. We gladly accept orders by phone or by mail. Please click here to request a mail order form.
To order by phone, please call 1-800-488-9192.

What payment methods do you accept?

Please see How to order for complete details regarding your payment options.

Do you charge sales tax?

We do not charge sales tax on purchases shipped within the USA with the exception of WA. As Pillar Pet Products is a WA based company, we must charge sales tax on purchases shipped to WA.

What is your returns policy?

Briefly, we offer a 35 day satisfaction guarantee. See our Guarantee Page for details.

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Why are your products only available directly from Pillar Pet Products and not in stores?

Quite simply, to ensure your satisfaction. By maintaining the relationship between you, the customer, and our friendly professional Service Team, we ensure that all communication and transactions are handled with the personal, professional attention they deserve.

Can I cancel my order?

You may cancel any order that has not yet been admitted to the shipping process. Please do so by calling 1-800-488-9192. Once it has entered the shipping process, the purchase can not be cancelled and the item will have to be returned according to our returns policy.

Can my order be shipped to an address that's not the same as my billing address?

Yes. When placing your order you beging by entering your billing information, then there is a section to enter an alternative shipping address.

For all other credit cards, for your protection, when we receive an order where the shipping address does not match the billing address on your credit card, we will contact the card holder's issuing bank for address verification. If we encounter any difficulty with verification, we will promptly contact you so as not to delay your purchase any longer than necessary to ensure the security of your credit and personal information.

Do you ship to international customers?

Currently, we offer our products for sale only within the USA and Canada. If you reside in another country, please contact us and we will work with you as best we can.

Do you ship to Canada?

Yes. We are happy to provide our quality products to Canadian customers, and our online store makes the process easy. Please understand that your order may be subject to separate tariffs, duties and/or taxes upon transportation and delivery to Canada. We bill you only for your order and initial shipping; all tariffs, duties or other charges are outside of our control and are billed by third parties. Any tariffs, duties or other charges are your responsibility.

Do you ship to APO/FPO addresses?

Yes. We are happy to ship our products to our service people and families at their APO or FPO address. But our online store is not set up to take such orders. So if you want to purchase any of our products and have them shipped to an APO or FPO address, simply call us at 800.488.9192 between the hours of 8AM to 5PM PST, or email us and we will take your order personally and deliver them to the USPS.

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Do you share my personal information?

No. Any and all personal information submitted to us is kept in strictest confidence and will not be sold or shared. For all the details and legalese, please read our Privacy Policy.

I just placed an order, what happens now?

Thank you for your order! You will receive an email confirmation within minutes of placing your online order. When your order is shipped, you will receive another email with your tracking number. If there are any problems with your order, you will hear from us. If you have any questions, feel free to contact us.

Where is my order confirmation?

You should receive your order confirmation via email within minutes of placing your online order. Look for "Perfect Petfeeder" in the from field. Please also check your spam filters and junk/bulk email settings, to make sure that you are accepting email from pillarpet.com and perfectpetfeeder.com. If you have not received your order confirmation within 1 business days, please contact us.

AOL Customers

Be sure that your "Mail Control" settings allow email from pillarpet.com and perfectpetfeeder.com email addresses to be delivered to you.

How do I track my order when shipped?

We will email you when your order has shipped and that email will contain your tracking number and a link to easily track the progress of your shipment once it has left our facility.

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