Customer Service

Shipping Rates and Methods:
For standard shipping, we ship via US Mail and/or UPS to ensure the best rates and delivery times. If you choose expedited shipping (“next day” or “second day”), we will send your order via FedEx or UPS, whichever affords you the best rate. 
Some items may be shipped directly from the manufacturer. This may cause some additional shipment processing time, even for purchases where expedited shipping is requested.

For heavier items which cannot be shipped by USPS, UPS, or FedEx, we will calculate the freight amount, then we will contact you with your order total. Your order will be shipped by freight carrier only after you approve of the total charges.
When your order is shipped, you will receive a confirming e-mail containing a tracking number.

Payment Methods:
Online orders may be paid using Visa, MasterCard, Discover, and American Express. In-person orders placed at our retail location may also pay by cash. Some of our prices from on-line store will differ from the prices of our retail location. We will not be able to honor on-line pricing in our retail location. On-line pricing are established to generate extra sales and have less overhead and fixed cost. If you live near our retail location you can process orders on-line but you must still pay the shipping costs.

Return Policy:
We do our best to service all you pets needs, but if you need to return anything for any reason, we accept all returns up to 30 days from date of purchase. After 30 days, returns must be handled through the product’s manufacturer. Contact us for manufacturer contact information.

To return a purchase, please contact us to obtain a Return Merchandise Authorization (RMA) number. You may contact us through our online form, via e-mail (info@sierrafishandpets.net), or by phone at 425-226-3215. Please provide your customer information, invoice number, date of purchase, reason for return request, and replacement item desired (if applicable). If the item was received as a gift, please include the person’s name you received the gift from to enable our Returns Department to process your claim faster. We will contact you within 72 hours with an RMA number. An RMA does not guarantee a refund or exchange. If a Return Authorization cannot be provided, we will contact you or reply with a detailed explanation.

All shipping costs for returns are the responsibility of the buyer. All returns or exchanges must be in their original box and contain all original product packaging. Other restrictions may apply.

Our Commitment to Your Privacy:
Your privacy is important to us. We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order. We never sell, rent, or share your e-mail address with anyone. If you supply us with your e-mail address, you may receive periodic e-mails from us announcing product information, promotional events, or updates to our website.

If you still have unanswered customer service questions, please call us at 425-226-3215 or contact us online.

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