FAQs

Frequently Asked Questions

Payment Questions
* How can I pay for my order?
* Is it safe to use my credit card?
* Do you accept personal checks or money orders as payment?
* What is the billing address for my credit card?
* Do you charge sales tax?
* Can I place my order by phone?

Shipping Questions
* How much is shipping and handling?
* How will my order ship?
* How long will it take for my order to arrive?
* Is there any way to receive my order faster?
* Did your order arrive damaged?
* Is one of the products you ordered on backorder?
* Did we make a mistake?

Placing An Order
* How do I cancel / change my order?
* How do I order online?
* Do I have to register to buy from you?
* Are there alternate ordering methods?
* Having trouble ordering?

Shopping Cart Questions
* How do I delete an item from my shopping cart?
* How do I order multiple quantities of the same item?
* How do I add different items to my shopping cart?

Returning Items
* What if I need to return an item?

Miscellaneous Questions
* How can I reach Customer Service?
* Did you incur a pricing error with your order?
* Do you want to purchase a gift certificate?
* Privacy Policy

Payment Questions

How can I pay for my order?
We accept all Visa, Mastercard, American Express and Discover credit cards. Payment can be made with a personal check if you choose to mail in your order. Personal checks which are returned will be turned over to a collection agency and assessed an additional $20.00 collections fee. Outside the US, please pay by certified funds.
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Is it safe to use my credit card?
YES. At Great Companions we believe all Internet transactions should be convenient, reliable and secure. When you use our secure checkout you can be assured that all of your personal information remains secure. Your personal information, including your credit card number is passed to us via a secure channel called a Secure Socket Layer (SSL). This high-grade encryption ensures that no one can intercept your credit card information while it is in transit from your computer to our webserver. Once we receive your information it is stored on a computer that is NOT connected to the Internet. This ensures that your information cannot be accessed while it is waiting to be processed. After your order is processed, the credit card information is deleted from our server. You’ll need to enter your credit card information with every order. If you still have concerns about ordering products over the Internet, please call us at 1-800-829-2138 to place your order.
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Do you accept personal checks, money orders, or bank checks as payment?
YES. Payment can be made with a personal check, money order or bank check if you choose to mail in your order. Personal checks which are returned will be turned over to a collection agency and assessed an additional $20.00 collections fee. Outside the US, please pay by US certified funds.
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What is the billing address for my credit card?
Your billing address is the address that is listed on your credit card account. It is also the address where your monthly credit card statement is mailed. Your order will be subject to credit card verification. Our system will check the address you give us with the address your credit card company has on file. If the information you provided does not match with your credit card company's records, your order will be delayed. We will need to speak to you and contact the bank that issued your credit card and verify the shipping/billing address information you provide. These policies are designed to protect our customers and business against credit card fraud.
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Do you charge sales tax?
Only Iowa residents will be charged sales tax.
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Can I place my order by phone?
We encourage customers to place their order online because it is faster and more convenient. However, you may order by phone at 1-800-829-2138. If you need your order in a hurry, we can ship via UPS 1 or 2 day FedEx to all 50 states and Puerto Rico. Please call customer service to receive accurate pricing and fastest service.
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Shipping Questions

How much is shipping and handling?
Shipping Rates
Use the subtotal of your order and the chart below to determine the shipping charges for your order if you live in the continental USA. Please call for all other places.

Order Value
Charge

Up to $50.00 $8.99

$50.01-$75.00 $10.99

$75.01-$100.00 $12.99

$100.01-$150.00 $14.99

$150.01-$250.00 $16.99

Over $250.00 $19.99

How will my order ship?
All orders will be shipped by best available courier - either FedEx, UPS or US Postal Service. Orders to Alaska, Hawaii and Puerto Rico can be serviced by US Postal Service. Please call or email for shipping charges.
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How long will it take for my order to arrive?
General delivery time ranges from 4-10 business days from the date of your order, depending on your proximity to Iowa.
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Is there any way to receive my order faster?
If you need your order in a hurry, we can ship via 1 or 2 day FedEx services to all 50 states and Puerto Rico. Please call customer service to receive accurate pricing and fastest service.
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Did your order arrive damaged?
All damaged merchandise will be replaced promptly. Should damage occur in your shipment, please contact Great Companions immediately at 800-829-2138 for proper handling.
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Is one of the products you ordered on backorder?
We work very hard to ensure all products are readily available and in stock when you order. If you order includes a backordered item, the following solutions are available to you:

1) We can hold your entire order until the backordered item arrives.
2) If you prefer, we can substitute a similar item of your choice and ship the entire order immediately.
3) We can ship the items in stock and ship the backordered item when it is available.

Items less than $10.00 will not be backordered. Please plan to include them in your next order.
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Did we make a mistake?
We take great pride in our picking, packing and shipping of your order. However, if there is an error on your order, please call us at 800-829-2138 Monday thru Friday 7am to 7pm CST. Claims need to be made within 72 hours after you receive your order.
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Placing An Order

How do I cancel/change my order?
If you need to cancel or change your order, you can send e-mail to custserv@greatcompanions.com or call 1-800-829-2138 immediately. Please include your order number on all inquiries.
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How do I order online?
There are 2 ways to order online. First time customers and those who don't know the product number of the items you wish to purchase should use the Shopping Cart feature of this site. Those who know the product numbers of the items they wish to purchase can save time by using the Catalog Quick Shop feature
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Do I have to register to buy from you?
No, registering is entirely optional, and you do not have to register to buy anything from our store. However, registering does make shopping at our web site faster and more convenient because it saves your name, shipping and billing address so you don't need to type it in every time you order. In addition, registering is free and it allows you to save your shopping cart in case you decide to order at a later time.
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Are there alternate ordering methods?
Yes. You may also fax, mail or call in your order. Fax: 1-800-734-4750 Mail: PO Box 200 Orange City, IA 51041 Phone: 1-800-829-2138
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Having trouble ordering?
The most common reason you may be unable to place a shopping cart order is because you or your browser did not accept the cookie we gave you when you entered the site. When you enter this site you are given a temporary cookie. This cookie contains a computer-generated number that acts as a temporary customer ID number. Your browser stores this number while you are here visiting the site. When you use the shopping cart, this number gives you a unique identity so the website can keep track of what you are buying and not add someone else's items to your cart. After you place an order or after 10 minutes of inactivity has passed your temporary ID number is deleted. If you don’t/can't accept cookies, please call 1-800-829-2138 to place an order.
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Shopping Cart Questions

How do I delete an item from my shopping cart?
To delete an item from your cart, just click on the "Remove" button next to the item.
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How do I order multiple quantities of the same item?
In your shopping cart there is a column labeled "Quantity". Type in the number for the quantity you wish to order and press the "Update Quantities" button. This will update your quantity and the subtotal for your order.
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How do I add different items to my shopping cart?
Find a product you wish to purchase and click on the "Buy Now " button. This takes you to your shopping cart page. Click on the "Keep Shopping" button at the bottom of your shopping cart. Find another product you wish to purchase and click on the "Buy Now " button on the product description page. Continue this process until you have added all the items you wish to buy in your shopping cart.
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Returning Items

What if I need to return an item?
Any unused item may be returned within 30 days from the date of the order for a refund or exchange. Items must be in their original packaging in original condition. Used products and/or opened food products cannot be returned. Because of the nature of pets and pet toys, our toys cannot be guaranteed to last any specific length of time. Books, DVD’s, and CDs may only be returned unopened in their original packaging, or if defective, exchanged for the same title. Shipping and handling charges are not refundable.
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Miscellaneous Questions

How can I reach Customer Service?
Please call our customer service department with your questions at 1-800-829-2138 between 8:00 AM and 5:30 PM CST, Monday through Friday. You may also contact customer service via e-mail at custserv@greatcompanions.com 24 hours a day - seven days a week.
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Did you incur a pricing error with your order?
While we make every effort to prevent errors, mistakes may occur. We reserve the right to correct typographical errors. Prices are subject to change without notice.
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Do you want to purchase a gift certificate?
Holidays, anniversaries, birthdays or just because! Gift Certificates are available at any time of the year and for any dollar amount.
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