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Help/FAQ's

Help/FAQ's

ORDERING
1. Why did I receive an email or a voicemail asking to verify my billing and shipping address?

2. Can I add an item even though I have already placed the order?
3. What is the status of my order?
4. What does my order status means?

PAYMENT
5. What are my payment options?

SHIPPING
6. Why hasn't my order been shipped yet?
7. Why is my order being shipped in multiple packages?
8. Do you ship internationally?

CONTACT
9. How can I contact you?

OUR PRICE GUARANTEE
10. Our Price Guanantee.

PRODUCT CARE
11. How do I care for stainless steel products?
12. What is Big Shrimpy™ SmartFill®?
13. Big Shrimpy Dog Bed Washing Instructions
14. Dog Gone Smart Crate Pads/Mat and Pet Blankets and Throws Washing Instructions.
15. Dog Gone Smart Donut and Cat Bed Washing Instructions.
16. Dog Gone Smart Rectangular and Round Bed Washing Instructions.


ORDERING
Q: Why did I receive an email or a voicemail asking to verify my billing and shipping address?
A: Each transaction is sent through a bank verification process. When a transaction is sent back to us as potential fraud, we work hard to protect the customer by investigating thoroughly. If it is necessary, we contact you to verify the information matching the card. If there is no response within 72 hours, the order is automatically canceled, and all pending authorization charges are removed. [back to top]

Q: Can I add an item even though I have already placed the order?
A: Once an order is placed, we cannot add to it, but we would be happy to place a new order for the additional item. Please fill out your inquiry on "Contact Us" and we will reply to you soon. [back to top]
Q: What is the status of my order?
A: You can quickly and easily track the status of your order by visiting Order Status and logging onto your Account. [back to top]

Q. What does my order status means?
Processing: Your payment method has been received and charged to you. Your order is now in the process of being created or manufactured.
(Please note: Some of our items are custom made to order, which takes some time. Please see our Customer Service and Return & Exchange page if you have any questions regarding this.)

Shipped: Your order has left our facilities and has been shipped to you.

Awaiting Payment: We have received your credit card information but your card has not yet been charged.

Awaiting Shipment: Your order contents have been packaged, sealed, and generally will be shipped out within the next 24 hours.

Pending: Your order information has been received, but is pending until we receive payment.

Partially Shipped: The allotted shipping time has passed and one or more of the items in your order are currently not available. Back Order items will be shipped as soon as they are available.
(Please note: If your item is in back order, you have 3 options to choose from, you may either wait for the item(s) to come in, you may request a substitution of equal value, or you may request a refund for that item.)

Awaiting Fulfillment: We are waiting for the vendor to fulfill your order.


Awaiting Pickup: We are waiting for the Shipment Carrier to pickup your order.

Completed: We have shipped your order, and you have received your order.

Refunded: We have refunded your order.


Canceled: Your order has been cancelled. Payment has been or will be refunded.

Declined: Your credit card is DECLINED and you have not been charged. Unless you contact us and provide an additional payment method, your order will not be processed. [back to top]

PAYMENT
Q: What are my payment options?
A: We accept Visa, Master, American Express, and Discover. When you make a purchase online from AmourPet.com, we use only the best and trust security systems on the Internet to protect the information about your transaction. You will also receive a confirmation email from Amourpet.com stating the approval of your transaction details and online purchase. [back to top]

SHIPPING
Q: Why hasn't my order shipped yet?
A: If you have not yet received an email notification stating that your order has shipped, there are a few easily explained reasons:

1. We need you to verify your billing and shipping information. If this is the case, we will contact you via email. Please contact us ASAP to complete the order processing.

2. An item in your order is out-of-stock on your order. Every time there is an out-of-stock item on an order, our Customer Service Representatives will notify the customer via email. Sometimes, however, either an incorrect email address is listed or the customer is not reachable. If this is the case, please fill out the inquiry on Contact Us and we will reply you soon.

3. The order wasn't finalized. In some cases, orders will fail that have incorrect information (such as address or credit card expiration date). If this is the case, the order will not be processed, you will not be charged, but the items will remain in your shopping cart. [back to top]

Q: Why is my order being shipped in multiple packages?
A: If you place an order with multiple items, it is possible that certain products will be shipped from different warehouses. Each package will have its own tracking number which will be sent to you in an email when the package is shipped. You will not be charged any additional shipping costs for multiple packages sent on one order. As each manufacturer has different processing and shipping times, it is possible that your packages will arrive at different times. If you have any questions about when your products should be shipped and delivered, please fill up your inquiry on Contact Us and we will reply to you soon. [back to top]

Q: Do you ship internationally?
A: Yes, we ship anywhere in the world and via US Postal Service, FedEx or other carriers. However, deliveries outside the continental United States may require additional shipping charges. Shipping rates vary depending on the (1) size/weight of the item and (2) your location; our customer service department will confirm the final shipping price prior to the order leaving our warehouse. International orders are shipped via USPS or FedEx with delivery usually between 10 to 20 business days.

Please be aware that our quotes for shipping outside the U.S. and Puerto Rico do not include any applicable duty, value added taxes (VAT), or import consumption taxes. International shipments are subject to Duties, Taxes, Broker Fees, and Customs Fees in your country. You will be responsible for any of these fees and must be paid upon receipt of the shipment. The rules for these fees vary by country. Please check with the custom agency of your country for more detailed information and customs procedures may also delay shipments delivery time.

If you have any concerns or questions, please contact our customer service department right away. We want you to be happy with your purchase and have a great shopping experience with us. Please e-mail or go to our Contact Us page anytime with concerns or questions and we will do whatever we can to accommodate you. [back to top]

CONTACT US
Q: How can I contact you?
A: If you have any questions or concerns, please e-mail us or or go to our Contact Us page to let us know how we can serve you better. Please allow between 24 to 48 hours for a reply. We prefer email since this method of communication will allow us to digest your questions and provide you with a well thought out response to ensure you have a pleasant shopping experience with us.  [back to top]

OUR PRICE GUARANTEE
We guarantee that if we place an item on sale less than 10 days after you bought it at full price, just let us know and we will happily refund you the difference. This offer only applies to purchases made within the last 10 days, and only if we have the same item in stock at the time. This offer does not apply to special sales, use of gift certificates, or coupon code.

Simply contact us within 10 days of your purchase via e-mail.[back to top]


Stainless Steel Bowls and Feeder Care
Stainless steel is a low-carbon steel that contains at least 10% Chromium. The addition of Chromium gives the steel its unique corrosion-resisting properties. It is also considered the most hygienic surface for bowls and dishes. Most Wetnoz bowls contain 18% Chromium and 8-10% Nickel. Wetnoz uses stainless because it is extremely durable, resists corrosion and stands up to many chemicals.

Stainless steels are very resistant to rust; however, this does not mean that they are impervious to it. Stainless steel must be kept clean and free from contaminants. Frequent cleaning with mild soap and water and a cotton cloth is required. Sometimes stainless steel products will develop corrosion or discoloration due to environmental conditions. The following is a list of common conditions that cause corrosion or discoloration of stainless steel and should be avoided:

1. Cleansers containing Chloride - this includes bleach and any cleaners containing bleach.
2. Concentrated soap residue - chemical additives will cause discoloration and some dried soaps actually look like rust.
3. Water with high Iron content - can leave a rusty residue, especially if allowed to stand for long periods of time.
4. Contact with Iron materials - including steel wool.
5. Salts - contain Chlorides

Any discoloration or corrosion should be removed as soon as possible or permanent discoloration and/or pitting of the surface could occur. Usually, the product can be restored to its original condition. Most discoloration can be removed with a mild cleanser (Ajax or Stainless Steel Cleaner) and a ScotchBrite pad. The surface should then be thoroughly rinsed with clear water. With proper maintenance, stainless steel should maintain its luster and appearance indefinitely. [back to top]

SmartFill®
SmartFill is Big Shrimpy proprietary blend of clean polyester fiber waste. Many types of manufacturers utilize polyester fiber as padding in products. After the polyester fiber is cut to the size needed, leftover fiber remains. This clean waste is chopped and blended to make SmartFill have the ideal consistency for both loft and support.

Machine Washable and Dryable
SmartFill is completely machine washable and dryable, just like the cover and inner liner of a Big Shrimpy bed. Although you can wash our bed covers at home, we recommend that you wash the SmartFill at a laundromat.

Recyclable
Now, with our FullCircle™ recycling program, if for whatever reason you want to part with your Big Shrimpy bed, you can send it to us and we will recycle the outer fabrics and SmartFill back into a reusable fiber.

Less Energy
Less energy is used making SmartFill than making virgin fiber or fiber from plastic bottles. Most recycled filling is made from plastic bottles, which require lots of energy to melt and reprocess into fiber. Our process simply collects existing leftover fiber pieces from a few different waste streams. Then the different fibers are blended to become the filling placed in our beds. [back to top]

Big Shrimpy Beds Washing Instructions
Big Shrimpy Original, Big Shrimpy Nest, and Big Shrimpy Basic Beds

1. Unzip the cover to remove the filled inner liner. The outer bolster of the Nest may be unzipped to remove its filled liner too.
2. Unzip filled inner liner.
3. Remove the SmartFill.
4. The outer cover and empty inner liner may be washed in your home washing machine or at a laundromat.
5. We recommend that SmartFill be washed and dried at a laundromat. It should be washed loose, separately from the outer cover and inner liner.
6. All parts may be washed in warm water using a gentle soap that will not irritate your pet coat.
7. Tumble dry on low heat. Do not over-dry.
If you purchased your bed between 2001 and 2007, it probably contains fleece scraps. These beds can be washed as above. We recommend that the fleece scraps be washed and dried at a laundromat separately from the outer cover and empty inner liner.

Big Shrimpy Catalina Beds, Big Shrimpy Doodle Toys, and Big Shrimpy Landing Pads
Catalina Bed - separate the cushion from the outer bolster before washing them.

Big Shrimpy Landing Pad - remove the inner pad from the outer cover before washing them.

1. These products may be washed in your home washing machine or at a laundromat.
2. Machine wash warm using a gentle soap that will not irritate your pet's coat.
3. Tumble dry on low heat. Do not over-dry.[back to top]

DOG Gone Smart Washing Instructions
Because Dog Gone Smart™ crate pads/mats, Pet throws, Donut Bed, Cat Bed, Rectangular and Round Bed stay clean longer, you don’t have to wash them as often as similar products on the market. When you do wash them, they come out looking brand new.

Care Instructions for Crate Pads/Mat and Pet Blankets and Throws
Machine wash, gentle cycle, wash with similar colors
Use a very small amount of regular detergent
NEVER use fabric softener, dryer sheets or bleach as these will alter the finish of the fabric
Tumble dry at the highest heat [back to top]

Care Instructions for Donut Bed and Cat Bed
Inside Tufted Cushion:
1. Remove inside tufted cushion
2. Machine wash, gentle cycle, wash with similar colors
3. Use a very small amount of regular detergent
4. NEVER use fabric softener, dryer sheets or bleach as these will alter the finish of the fabric
5. Tumble dry at the highest heat

Cover:
1. Unzip Cover and remove inside bolster, rezip cover
2. Machine wash, gentle cycle, wash with similar colors
3. Use a very small amount of regular detergent
4. NEVER use fabric softener, dryer sheets or bleach as these will alter the finish of the fabric
5. Tumble dry at the highest heat

Bolster:
Hand wash only [back to top]

Care Instructions for Rectangular and Round Bed
Cover:
1. Unzip Cover and remove inside pillow, rezip cover
2. Machine wash, gentle cycle, wash with similar colors
3. Use a very small amount of regular detergent
4. NEVER use fabric softener, dryer sheets or bleach as these will alter the finish of the fabric
5. Tumble dry at the highest heat

Inside Pillow:
Hand wash only [back to top]

 

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