Pet Classics LLC

Customer Service

  1. Contact Us
  2. Ordering
  3. Payment Options
  4. Shipping & Deliveries
  5. Security - Privacy

Contact Us

For General Information and Questions, email us at

For Order/Return Information or to send Customer Notes and Pictures, email us at

Phone: 603-668-7387

Pet Classics, LLC
[Office Address]
501 Lexington St #41
Waltham, MA 02452


We make ordering from Pet Classics easy!! Simply select your item(s) and options and click on "Add to Cart". If you'd like to continue browsing the site, you may return to your shopping cart at any time by clicking on the View Cart/Check Out link on any page.)

Step 1 - When you're finished shopping, go to your cart (click "View Cart - Check Out" link) and then click on the "Checkout Now" button at the bottom of the page.

Step 2 - Enter order & delivery information. The "ordered by" address is used to validate credit card orders so if your credit card statement is mailed to a PO Box, please enter that information in the "ordered by" fields and then provide a street address for delivery in the "deliver to" fields. At the bottom of this page, you will also be asked to indicate your payment method. Select your preferred payment method from the list and proceed by clicking the "Continue Checkout" button at the bottom of page.

Step 3 - Enter your credit card type and number (if you selected the "pay by credit card" option) or simply click "Finalize Order" if you selected any of the other payment options. Regardless of your payment selection, be sure to click the "Finalize Order" button on this page to complete the transaction.

If you would prefer not to order online, you may also place your order by phone. Just select your items and options and call 603-668-7387 for assistance with your order.

Modifying Orders: After your order is placed, you are welcome to change it in any way, provided that the order has not been shipped. Please call 603-668-7387 or click Contact Us for links to email us.

Payment Options

For your convenience, we offer several payment options.

Credit Cards: We accept MasterCard, Visa and American Express. For credit card transactions, we use state-of-the-art, industry standard, secure socket layer (SSL) technology which encrypts (converts into code) your personal information before it is transferred from your computer to our secure shopping server. This ensures that your sensitive, personal information is protected at all times.

Personal Check/Money Order: Select "Send In Check/Money Order" at checkout time, print the order form and send it with your payment to:

  1. Pet Classics, LLC
  2. 501 Lexington St #31
  3. Waltham, MA 02452
  4. 603-668-7387

We will begin processing your order immediately, but items will not be shipped until payment is received. To allow for clearing, personal checks will be cashed up to 5 business days prior to shipping with a $25 fee for returned checks (non-sufficient funds).

Call Us or We'll Call You: If you would prefer to transact a credit card purchase by phone, you may call us (603-668-7387) or request that we call you for the credit card information. If you call and we are away from the phone or not in the office, please leave your phone number and a convenient time for us to return your call. We'll get back to you as soon as possible!

Fax: For your protection, we do not accept orders by fax due to the sensitivity of credit card data and the non-secure nature of fax transmissions.

Shipping & Delivery

Many items ship within 1 to 2 days. However, other products may take longer to ship due to assembly, finishing and/or customization processes. (For exceptions not listed below, we will provide shipping information on the individual item pages.)

  1. Hardwood Ramps and Steps: 1-2 weeks
  2. Outdoor Gates: 2-3 weeks
  3. Carpeted Steps: 2 to 5 business days
  4. Cedar Steps: 3-4 days
  5. Hardwood Crates: 3-4 weeks

Most of our products are shipped from the east coast (NH or PA) via FedEx Ground/Home Delivery. Items drop-shipped from other manufacturers will be delivered via FedEx Ground, DHL or UPS Ground depending on the manufacturer's preferred shipper. Please allow 1 to 6 business days for delivery depending on the delivery address and shipment origination.

As a policy, we use actual rates for determining shipping charges. Hence, the rates displayed are not padded or altered - they are actual rates based on carton size, origination and destination points. As a rule, we choose not to manipulate product prices in order to hide the actual ground carrier rates or to offset claims of 'Free Shipping'.

Security - Privacy

The Pet Classics Commitment

Like you, we enjoy the convenience of shopping online and recognize that privacy and security is of utmost importance. At, we take your privacy/security concerns very seriously and are committed to protecting your personal information.

We have taken strict measures to ensure that your personal information is secure at all times. Except for the purposes indicated below, we will NOT disclose, sell, share or rent any of your personal information ( i.e. name, address, credit card number, or transaction history) to any third party.

What Personal Information Does Collect?

Transaction Information: As with any shopping site, it is necessary for us to obtain transaction information from you in order to complete your purchase. This includes your name, billing/delivery address(es), telephone number and credit card data. This information is only shared with third-parties, as necessary, to facilitate the sales transaction (i.e. credit card authorization company).

Credit card purchases are authorized (by the card issuing bank) online and in real-time at the time of checkout. This makes it unnecessary to store any customer credit card numbers in their entirety. Subsequent to the approval process, only the last four digits of your account are stored with the transaction information (in an encrypted format) to protect and safeguard your most sensitive information.

Site Usage Information: servers collect aggregate information, such as IP addresses, browser versions, operating systems and pages accessed during your visit to This information is used to view site usage patterns and is not tied in any way with any personal data that you provide to Pet Classics.

No Cookies/Advertising: We do not use cookies and do not allow any annoying advertisement pop-up windows on the Pet Classics website.

Sharing of Personal Information

When you purchase products from, the personal information you provide will only be shared with the appropriate third parties necessary to complete your purchases (e.g. credit card authorization company). The information shared will be ONLY that which is required to successfully execute and confirm your transaction.

However, if you violate any law, rule or regulation, we may be required to disclose your personal information in order to apply or enforce legal remedies. (This measure is applied primarily in the event of consumer or credit card fraud)

Personal Information Security

Pet Classics is dedicated to providing a safe and secure online shopping environment. We use state-of-the-art, industry standard, secure socket layer (SSL) technology which is utilized by most popular browsers including Netscape and Microsoft Explorer. This technology encrypts (converts into code) your personal information before it is transferred across the Internet from your computer to our secure shopping server. This ensures that your personal information is protected at all times. Even storage of the information is in encrypted format to further safeguard your most sensitive information.

Contact Information Regarding Privacy Policy

By visiting you are accepting the practices described in this Privacy Policy. If you have additional questions or concerns regarding the above policy, please contact us.

DISCLAIMER: This manual, including graphics and charts, is Copyrighted and exclusive property of Pet Classics LLC. Under no circumstances is this document, or its contents, to be distributed or reproduced, in any manner, without explicit written consent from Pet Classics. -- Pet Classics ™ LLC ©2005