PetFlytrap.com FAQ Page

USPS Priority Mail - USPS Priority Mail offers a delivery confirmation and basic tracking ability to determine where your package is while en route. Allow 2 to 3 days in transit once youv'e been notified of your package being shipped.

Fedex & Express Mail - On occasion in special circumstances, we will offer express shipping (overnight) if the customer chooses to pay for such service. This is currently only available by calling our offices at 281-433-3286.

Local Pickup - If you're in the Houston, TX area, you may arrange for local pick up by calling 281-433-3286.

Local Delivery – If you would like to have your order delivered we are offering local delivery in the Houston area; please call us for a delivery quote at 281-433-3286.

Our shipping policy is that all plant orders placed by noon Central time are processed and shipped within 2 days. USPS Priority Mail takes from 1-4 days to arrive based on your location. Average delivery time is 3 days to most locations in the continental U.S. Our same day shipping policy may be altered depending on availability of stock, order volume or weather conditions which may adversely affect live goods in transit. Lighting supplies, terrarium construction supplies, or custom built terrarium components may take 7-10 days to ship.

We post messages regarding any policy exception on the homepage of petflytrap.com. When your order is pulled for shipping you will receive an email that the order has been approved, followed by another email notifying you that the package has been shipped, including any tracking number based on the service selected.

What is your refund policy? (back to top)

Refunds are offered if an order has been placed and not yet shipped. If an order has shipped, the package MUST be returned unopened (refused by customer) in order to receive a refund (less shipping fees).

If a customer receives their shipment and is not satisfied, we make every effort to correct the issue. If a refund is requested, we may elect to have the order returned in full in order to process a refund.

What are your guarantees? (back to top)

We make every effort to deliver the HIGHEST quality products to our customers. We guarantee that our plants arrive alive and the products are as described. If a plant arrives dead or destroyed due to shipping, we will promptly replace the item with an exact replacement or comparable item when the exact replacement is unavailable. We must be notified WITHIN 48 HOURS OF RECEIPT for replacement.

Unfortunately, due to many variables, we cannot guarantee any live plant beyond the point it reaches the customer.

In some cases, the customer may be asked to return items they are not satisfied with

How long will it take to receive my order? (back to top)

The time in transit depends on the shipping method you selected and your location in the country. Average delivery time to most locations in the continental U.S. is 2-3 days in transit via USPS Priority Mail.

My order was damaged in shipping. What do I do? (back to top)

Contact us IMMEDIATELY at 281-433-3286 or via email to orders@petflytrap.com to arrange for a replacement, or to file an insurance claim (if insured package).

Is there a warranty on my plant? (back to top)

We guarantee live arrival of the plants; however, due to many variables, we cannot warranty the plant once it's in your care.

Who actually delivers my order? (back to top)

This depends on the shipping method you selected. Most orders will arrive via the US Postal Service unless you select an express service which is provided by FedEx.

What happens if my order is returned to your office? (back to top)

On occasion, we receive an order back from a customer with a invalid address, or when the customer fails to claim the package.

We expect our customers to KNOW their own address and make sure their order is being delivered to an address with a valid mail receptacle, and to pick up their package when it arrives.

If a package is returned, and the customer requests redelivery, the fees for shipping will be charged to the customer for the second delivery attempt.

If a customer requests a refund due to a package being returned, we will refund the amount of products less shipping fees

Can I track my order? (back to top)

Yes… In the email you receive from us when your package is shipped there will be a tracking number. This is available for all plant orders shipped via USPS Priority Mail and all orders shipped via FedEx. To track a US POSTAL SERVICE order, visit www.usps.com and insert the provided tracking number in the appropriate tracking box. For FedEx orders, please visit www.fedex.com for tracking using the provided number.

What credit cards do you accept? (back to top)

We accept all major credit cards: Visa (preferred), Mastercard, American Express, and Discover. You may also pay using Paypal. To pay by check, please use the Paypal e-check feature, or contact us at 281-433-3286 for assistance. Your order will remain in pending status until your check arrives.

For paypal payments please forward the funds to orders @ petflytrap.com

Check / Money Orders should be payable to PETFLYTRAP, and sent to:

PETFLYTRAP
5603 Treaschwig PMB 102
Spring, TX 77373

281-433-3286

Can I send cash? (back to top)

We (and the USPS) strongly discourage sending cash through the mail. We cannot be responsible for lost payments, and your order will not be shipped without being paid for.

I don? t live in the US ? can I still order from petflytrap.com (back to top)

Currently we do not ship any live goods outside the U.S.

For dry goods and other plant/terrarium supplies, we offer USPS and FedEx shipping options - please email us at orders@petflytrap.com or call us at 281-433-3286 for a quote and to place your order.

Live goods shipping to APO/FPO addresses are available in some countries, and all U.S. protectorates; call or email for details.

Can I fax my order to you? (back to top)

You may fax an order to us if you include the following information:

Your BILLING name and address
Shipping NAME AND ADDRESS
Quantity and description of each item
Shipping as stated on our online store
A statement authorizing us to charge your credit card
Your credit card number and expiration date
Your phone number in case we need to contact you

It is often best to go through our store and select the items you would like to purchase. When you have done so, print out the summary page which includes the shipping fees for the order. Fax this with your request.

You may then cancel the order or abandon/empty your cart. At that point there is no need to register with the store or continue with checkout.

Can I place an order by phone? (back to top)

You may call 281-433-3286 between 10am and 5 pm M-F to place an order by phone.

Please have your credit card information ready, as well as the items that you are interested in.

I don't feel comfortable giving my credit card info over the web. How can I place my order? (back to top)

Although we have a completely secure web site for payment processing, if you do not feel comfortable entering your credit card details you may contact us by phone at the number below to give a representative your credit card details.

We recommend that you complete an order online before calling or faxing your credit card information. During check out, select "PAY BY CHECK or PAY BY PHONE" and continue to registration. This will allow the order to be completed in our automated system, resulting in accuracy while shipping, as well as expedited packaging of your order.

You may call 281-433-3286 between 10am and 5pm M-F to place an order by phone.

Please have your credit card information ready as well as the items that you are interested in.

How do I order by check? (back to top)

We recommend that you complete an order online before sending a check for payment. Go shopping in our store and select the items you would like to purchase. Continue to check out. During check out, select "PAY BY CHECK" and continue to registration. This will allow the order to be completed in our automated system, resulting in accuracy while shipping, as well as expedited packaging of your order.

If you choose to send a check without completing an online order, please insert a detailed letter of what it is you are ordering and how to contact you. Do not forget to include the exact shipping address.

You may then send a check to:

PETFLYTRAP
5603 Treaschwig Rd. PMB 102
Spring, TX 77373

281.433.3286

How do I pay using Paypal? (back to top)

We recommend that you complete an order online before sending a Paypal payment. Go shopping in our store and select the items you would like to purchase. Continue to check out. During check out, select "PAY BY CHECK" and continue to registration. This will allow the order to be completed in our automated system, resulting in accuracy while shipping as well as expedited packaging of your order.

You may then go to Paypal and select 'send money.' Please remit your funds to orders@petflytrap.com

Please be sure to reference your order number, and include your complete contact information for verification if there are any problems processing your order.

Can I purchase your products for resale or in wholesale quantities? (back to top)

Please contact us at 281-433-3286 for information on products and prices that are available for wholesalers. You may also email us at orders@petflytrap.com

Do you offer co-branding or private label products? (back to top)

We have been approached with opportunities to develop co-branded or private label products. Please contact us with your ideas to discuss any potential project. Anything is possible!

orders @ petflytrap.com

I’m doing a school project; can I use your information? (back to top)

We encourage our customers and web site users to use our site as a tool for information and learning. If you are participating in a project where direct use of our published information is beneficial to you, please contact us at orders @ petflytrap.com for permission in writing.

Can I get a catalog of products from you ? (back to top)

Unfortunately, we no longer produce a printed catalog due to the rapid changing inventory on hand. Everything we have available currently is posted on our website.