FAQ's

Orders

Why should I order from hvPet.com?
hvPet.com is all about offering quality products for dogs and cats. hvPet.com is the only online store that carries the entire Poochie line of dog products.  We feel the Poochie line is a great line that offers safe and unique products for dogs.

Do you offer a money back guarantee?
Yes, if you are not satisfied we will refund your money or make any changes that will help satisfy you.

Is it safe to use my credit card and how do you protect my sensitive information?
This website takes every precaution to protect our users' information. When users submit sensitive information via the website, your information is protected both online and off-line. When our registration/order form asks users to enter sensitive information (such as credit card number), that information is encrypted and protected. While on a secure page, such as our order form, the lock icon on the bottom of Web browsers such as Netscape Navigator and Microsoft Internet Explorer becomes locked, as opposed to un-locked, or open, when you are just "surfing".

How do you charge for shipping?
We charge exactly what the UPS freight cost is, based on the total weight of your order. We do not mark up or make any profit off of shipping your products.

What if I order a product and my pet does not like it?
Everything we sell has a money back guarantee. If you order a product and your pet does not like it please contact us.

What if I order a t-shirt and it does not fit?
We will replace the t-shirt once we receive the original back.  Shipping charges will apply.

Returns

Do you offer a money back guarantee?
Yes. All of our merchandise comes with a 100% satisfaction guarantee. If for any reason you are not satisfied with your merchandise please contact us so we can set you up for a return and we will refund the entire purchase price minus what you paid to initially have the products shipped and what it costs to ship them back.

Where do I send my return to?
Please review the packing slip that came with your order for return details.

How will I get my refund?
Once we are notified at return@hvpet.com a return authorization number (RA number) is issued. You can then use that number on the package you return to us and once received we will process the refund by either crediting the credit card used for the purchase or sending you a refund check.

How long does it usually take to process a return?
Returns are usually processed within 2-4 business days.

Products

What are poochie treats?
Poochie Treats are unique dog products, that include products such as shampoo infused bath sponges, chewy rawhide, nutter pops and burrritos.  All treats are high quality products that help keep teeth and gums clean and healthy.

Why are poochie chews better than traditional rawhide?
Poochie Chews are manufactured using a high heat extrusion process.  This process yields a flexible rawhide chew which is easily digested and helps clean teeth above and below the gum line.  They can also be microwaved for an even softer chew which is particularly great for puppies and seniors.

Are your dog chews and treats safe?
Yes, we only sell products that are safe for your pet. In fact, our Poochie Treats rawhide products are softer and more easily digested than traditional rawhide. They do not splinter or cause any of the other problems associated with traditional rawhide.

Where are Poochie chews and treats manufactured?
Orignally manufactured in China, this line of products is now manufactured in Mexico using US beef hides.  The exception is the Chicken on a Bone products, which are manufactured in Thailand as well as Mexico.

Can I contact others who have ordered from you for a reference?
Not only do we encourage you to contact others who have ordered from us if it makes you more comfortable but please also check out the product reviews that our customers have left on each product. In addition, please check out our glowing testimonials on our testimonials page. Our customers have such a great experience with us that an extremely high percentage order from us again and again!

What is your most popular product?
You can see our most popular items by clicking here.

General

Are you a USA based company?
Yes, we are based in the Hudson Valley area of New York.

How long has Hudson Valley Pet Store (hvPet.com) been around?
hvPet.com has been around since October of 2008.

Does the Hudson Valley Pet Store (hvPet.com) give back to its community?
Yes, we make donations to various Dog charities and local dog events around the country.

Do you have a physical location that I can come shop at?
Currently there is no brick and mortar store to actually come to. We are strictly and e-commerce store and ship all of our merchandise out of our warehouse.