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Customer FAQs

How do I make a purchase?

To place an order you can search and add the product(s) to your cart. You can shop as a guest but we recommend creating an account and logging in before you make your selections.

You can search for the items you would like to order by using the search bar at the top left hand side of the page. Or you can click the Products tab to browse different categories. Click on a product to see more details. To add the product to your cart, click on the orange button that says “Buy Now.”

After you add something to your cart you can keep shopping or check out. A check mark will appear in your "Buy Now" button indicating you have added it to your cart and the words "View Cart" will appear on the page next to the button. You also have an option to checkout by clicking the cart in the upper right corner of your screen. Please note, you can adjust your quantity or remove an item once you are on the checkout page.

On the checkout page, add or select your shipping address. If you have logged in using your account, this information will already be populated for your review. Before you place your order, review the items in your cart. Occasionally, we offer promotional codes. If you have a valid coupon code, you can enter it on the checkout page in the Coupons box. When you’re ready, click the orange button that says “Place Order.” We’ll send you an email confirming your order.

When will my payment method be charged?

Your payment method will be charged automatically on the date the order is shipped. As soon as you place your order, you may see a pending charge for the total amount of the order. The pending charge will disappear 24 to 48 hours after your order ships. There's no need to call or update anything online

Why are there multiple charges on my card?

We charge your payment method as your items ship. If your items have shipped in more than one box, you may see multiple charges on your payment method. You may also see a pending charge which will disappear once your purchase has shipped and your final charge will be posted.

How do I add a payment?

Once you are ready to checkout, you can enter your payment method. Payment methods are not stored in your account.

Forms of payment accepted

We accept Visa, Mastercard, American Express and Discover.

Payment method not working

If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card.

What information do I need at check out?

You will need your name, shipping address, form of payment and email address and then place your order.

I received a promotion code. How do I apply it?

Occasionally, we will offer a coupon code. It can be applied in the shopping cart at checkout. Enter the code in the Coupon box.

Do you accept coupons from other retailers?

We do not accept coupons from retailers. We will only honor coupons that have been issued by our company.

Do you offer senior citizen or military discounts?

We do not offer any senior citizen or military discounts.

Do you accept returns?

We stand behind our products and quality controls. If for any reason you are not satisfied with a ZYMOX® or Oratene® product you purchased from Pet King Brands or one of our Authorized Sellers (“Brand Partners”) which includes retailers/etailers, please visit our Satisfaction Guarantee Page

I have a problem with my order received?

If you have received an incorrect item or defective product, please visit this page: https://www.zymox.com/products/satisfaction-guarantee/

How to return an order?

To return an order, please visit this page: https://www.zymox.com/products/satisfaction-guarantee/

How do I cancel an order?

To cancel an order, please contact customerservice@petkingbrands.com

Refunds

To request a refund, a claim form can be found on this page: https://www.zymox.com/products/satisfaction-guarantee/
If you cannot complete the form online, please print off the form, scan it and send it along with a copy of the receipt/proof of purchase to customerservice@petkingbrands.com

How do I leave a review?

Customers who have registered to have an account and made a purchase can provide a review of the product. To leave a review, log into your account and then locate the product you have purchased. You can only leave a review for a verified purchase. Once you have located the product on the website, click on the product to expand the details. Scroll to Reviews and then select Reviews. If you are eligible to submit a review, the review field will be present and you will be able to submit your feedback.

Who can leave a review?

Customers who have registered to have an account and have made a verifiable purchase can submit a review.

How do I submit a review for a purchase I made somewhere else?

Please contact customer service to share your feedback if you have obtained a ZYMOX or Oratene product somewhere other than zymox.com

What is the status of my order?

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

How much is shipping?

Free shipping is offered for orders over $49.00 to destinations in the United States, excluding Hawaii and Alaska. Orders for Hawaii and Alaska that are over $49.00 are charged $9.95. Shipping Rates will be calculated at checkout from the most current rates available out of our shipping center in Illinois. If your order is less than $49.00 the rate is $4.95 for lower 48 and $14.95 for Hawaii and Alaska.

How will my order be shipped?

All shipments are UPS Ground.

Do I need to be there to sign for it?

We do not require signatures for shipments. However if you have requested any orders delivered by UPS requires your signature then you'll be notified by UPS that the order will be delivered by a certain date and if your signature is required.

Do you ship to P.O. Boxes, APO/FPO addresses?

We are not able to ship the P.O. Boxes or AP0/FPO addresses.

Do you ship internationally?

We do not ship outside of the United States.

What happens if my package gets lost?

Pet King Brands is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact us at customerservice@petkingbrands.com immediately to resolve the issue. Please save all packaging materials and damaged goods before filing a claim.

Damages

Pet King Brands is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact us at customerservice@petkingbrands.com immediately to resolve the issue. Please save all packaging materials and damaged goods before filing a claim.

How do I create an account?

To create an account, locate Account in the task bar at the top of our webpage, and follow the instructions.

I forgot my password

If you have forgotten your password you can select the "Lost your password" on the login screen.

How can I change my password?

To change your password simply login to your account and then locate Account Details. You will have an option to enter your current password and create a new password.

Can I check out as a guest?

You may check out as a guest. However, registering will enable you to have access to your Account Dashboard. The Account Dashboard allows you to view previous orders, manage shipping and billing addresses as well as to edit your password and account details.

Where is my order?

We will make every attempt to process your order within 2-3 business days. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

I didn't get a confirmation email

Most orders will receive a confirmation email. First, be sure to check your Spam folder. If you have registered to have an account and have logged in to make your purchase, you will be able to veiw your orders by logging in and selecting Orders.

Hours of Customer Service

Customer service is available Monday - Friday 8:30 to 4:30 PM (CST).

Contacting Customer Service

There are three ways to contact customer service: via phone, email or our Contact form. Phone: 888-752-5487(toll free) 630-241-3905 email: customerservice@petkingbrands.com
Contact Form: Can be found at the top of website in the utility bar.

Questions about the products

You may direct questions about the products to customer service and we will be able to answer.

What is the product satisfaction guarantee?