HOURS OF OPERATION:Orders are processed M-F from 9am-6pm EST, excluding holidays. SHIPPING & HANDLING COSTS:Shipping & Handling for most items costs between $9 - $13, depending on weight. Due more to size than weight, some of our carriers and beds will cost around $35 to ship. Shipping and handling for dog houses runs usually between $29 - $89, depending on weight. We currently do not offer express shipping on our products. Orders with multiple items may ship separately. Please allow up to 10 business days for delivery. INTERNATIONAL ORDERS/ALASKA/HAWAII:We currently only ship within the continental United States. We apologize for any inconvenience this may cause. RETURNS AND REFUNDSReturns: Items can be returned if unused up to two weeks from the day you receive it, but you will have to pay for return shipping for proper credit. Original product packaging and documentation is required and the item must be in resalable condition. Please email us before returning merchandise so we can give you a Return Merchandise Authorization Number RMA number). Products returned without documentation or in non-resalable condition or without an RMA number will not be credited and will be sent back to the customer. Wrong item: Please notify us within 36 hours of receipt for a full refund. We try our best to fill your orders correctly, however we can make a mistake and send you an item you did not order. In this case return it and we will credit your card for the full value of the item PLUS outbound shipping AND return shipping. Wrongly shipped items MUST be returned in their original product package with all documentation in order for proper credit. Defective Items: Please notify us within 36 hours and return it to us along with the original product packaging and documentation for full credit, including return shipping. Damaged Items: Please notify us within within 36 hours of receipt of order, so we can begin the claims process. Keep all packaging and paperwork for processing UPS claims. Returns for reasons other than processing errors, damage during shipping, or defective items are subject to a 25% restocking fee plus the costs we incurred in shipping. UPS includes up to $100 insurance on all shipments (additional insurance can be requested at a charge). Credit for items damaged using UPS will be claimed with UPS. Please notify us of any damage and save everything. We will put in the Claim. USPS has no insurance on shipments over $100 in value unless you request it. If your shipment is over $100 in value and you did not request insurance on it and it becomes damaged, we cannot process a claim. |
