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Frequently Asked Questions

Who am I buying from?

KT Pet Supply is an online pet supply store owned by Taylor Retail, a family owned and operated business. Established in 2005, our mission is simple: To provide the highest quality pet products that will make life with your pet even better. We offer a wide variety of dog and cat supplies including pet training supplies and pet containment systems, as well as dog care and cat care products.

KT Pet Supply is an authorized retailer for all of the products we carry including: PetSafe, Innotek, SportDOG, Dogtra and many more. Purchasing from an authorized retailer ensures that any warranties associated with your product purchase are valid. Should any problems be encountered, we are only a phone call or email away, ready to help you get the assistance you need.

Commonly asked questions:

Do you have a physical storefront?
KT Pet Supply is an online retailer only. We don't currently have any retail locations that are publicly accessible.

Why are your prices so low? Are your products refurbished or older models?
Because we are an online only retailer, we don't have the overhead commonly associated with traditional brick and mortar stores. This enables us to offer you the lowest prices allowed by the manufacturers. All of our products are brand new and the very latest models available from the manufacturers.

Is shopping on your site safe?
Absolutely! All transactions are securely transmitted using 128 bit SSL Security. This means that all personal information is encrypted and securely sent from your web browser to our website server. You can verify that you are on a secure page by looking for the security lock icon in the lower right hand corner of your browser window. Secure web page addresses will also start with https:// in your browser's address bar.

How will you use my personal information?
We respect your privacy! Your personal information will only be used to process your order. We will never sell, rent or share your information with any 3rd party, except as is necessary to process your order (for example, in the case of items that are shipped directly from the manufacturer, we will provide your shipping address to that manufacturer). Please visit our Privacy Page for detailed information.

Will you send me promotional or other unwanted emails?
Unless you have signed up for our newsletter, we will only send emails to you that are directly related to your order. We will never send promotional or other emails without your permission. Signing up for our newsletter is optional, and once subscribed, you may unsubscribe at any time.

Where is my order shipped from?
Most orders are shipped from our Cincinnati, OH and Perry, NY locations. Some items ship directly from the manufacturer.

How long will it take to receive my order?
In stock items are normally shipped within 1-2 days of cleared payment. UPS Ground shipments generally take 3-5 business days for delivery; USPS Priority Mail is normally delivered within 2-3 business days. Expedited shipping services are available and will be presented to you at checkout. We make every effort to ship expedited orders the same day they are received.



What is your Shipping Policy?
In stock items generally ship within 1 to 2 full business days of cleared payment. Orders are shipped Monday - Friday, excluding Federal holidays.

You will be presented with shipping options on the checkout page. For your convenience, we offer a variety of shipping methods including USPS Priority and Express Mail and UPS Ground, 2nd Day Air and Next Day Air shipping.

Free shipping items are shipped via the following methods: USPS First Class Mail, USPS Priority Mail or UPS Ground. Free shipping offers apply only to orders delivered within the Continental US.

For expedited shipping orders, we make every effort to ship your order the same day, provided the order is received prior to 2:00 p.m. EST.

Shipping costs are based on package weight and destination. Shipping costs may be calculated prior to checkout by using the Shipping Estimator located on the product details page.

Do you ship internationally?
No

What is your Return Policy?
KT Pet Supply wants you to be thrilled with your shopping experience! If for any reason you are dissatisfied with your purchase, we offer 30 Day, No Hassle returns.

Return requests are taken by email only. Incomplete or unauthorized returns will be refused and will be returned to you at your expense.

To request a return authorization number, please send an email to returns@ktpetsupply.com and include the following information:

Name
Address
Daytime Phone
Email Address
Order Number
Item/Model Number
Reason for Return (ie. Defective, Changed Mind, etc.)
Desired Action (ie. Replacement, Refund, Exchange)

We will reply to your request within 1-2 business days with return instructions.

All returns require prior authorization and must be returned in the original packaging with all accessories, including manuals, warranties, and a copy of the original invoice/packing slip. Once the Return Authorization Number is acquired, you have 14 days to return the item(s).

Original shipping charges cannot be refunded.

Return Conditions:
  • Returns are accepted within 30 days of original purchase date for a full refund, less original shipping charges
  • Items must be in new condition with the original packaging and free of pet hair, debris, odor, chew marks and/or other damage or alterations
  • Items displaying excessive wear or any damage/alteration are not eligible for return
  • After 30 days, please contact the manufacturer for warranty assistance
The following items may only be returned if they are unopened and unused:
  • Litter boxes and Litter Kwitters
  • Grooming Items
  • Batteries
  • Pet beds
  • Electric dog fence wire may not be returned once removed from the spool.
  • Boundary flags, sod staples and splices
  • DVDs or Videos
Other Exceptions:
  • PetSafe Wire Break Detectors are not eligible for return. Please contact PetSafe at 1-800-732-2677 for warranty assistance in the case of a defective product.
  • All ERGO products must be returned directly to the manufacturer. Please contact ERGO at 1-888-ERGOSYS for return information. ERGO products are subject to a 20% restocking fee.
  • The following items must be returned to the manufacturer and will incur a restocking fee of 20%: Pet Ramps, Booster Bath, Booster Bath Ramps, Pet Gates, Doggie Dooley, Crates, Cages, Pens and Kennels, Exercise Pens, Pet Barriers, Pet Strollers



What Customer Service help do you offer?
Customer service hours are Monday through Friday, 9am - 3pm EST.

We may be reached via email or phone:
Customer Service Email: sales@ktpetsupply.com
Toll-free Customer Service: 888-535-PETS

We make every effort to reply to emails within 1 business day.