- Store Policies
CANCELATION OF AN ORDER
If you have placed an order and you wish to cancel the order, please send an e-mail to email@example.com with the order number immediately. If the order has already been shipped, we will inform you and the order cannot be canceled at that point.
It is our hope you are pleased with the products you have received. However, in the event you do need to return an item, please review our policy below. Please do not return anything without contacting us first for instructions, as your item may not be returnable (see below). Contact us at firstname.lastname@example.org or 855-755-7387 (e-mail is the quickest way to reach our customer service team) for return shipping address and instructions. We do not issue pre-paid shipping labels or envelopes on any returns.
You may return most new items within 15 days of order for a refund. The item must be in new condition (no pet hair or odors), with the original tags attached and/or original packaging in place. We reserve the right to inspect the item and will not issue a refund if the item is used (pet hair, soiling, odors, etc.). The customer is responsible for any return shipping charges. No shipping fees will be refunded, unless you have received an item due to an error we have made, in which case we will make every effort to promptly correct the situation, have you send the item back and we will issue a credit for shipping the item back to us upon receipt of the merchandise. We are unable to issue pre-paid shipping envelopes.
Once we receive the returned merchandise and it meets the criteria above, we will issue a credit to the account/card used for this purchase within 1-3 business days. Please allow up to 10 days for the bank to credit your account (times do vary for different providers).
BILLING AND SHIP TO ADDRESS
International orders must be shipped to the same address provided for the billing of your credit card. This policy is in place as a method of fraud prevention. We are sorry if this may cause an inconvenience to you.
We offer free shipping of most of our items to addresses in the United States. Exclusions apply to items that have a fixed rate shipping charge listed.
*Exclusions on free shipping: We cannot ship items with a fixed price (heavier or bulkier items) outside of the contiguous United States. Free shipping is standard shipping and we utilize a variety of carriers, depending on the product. In the U.S. standard shipping may be 5-10 days after the order is processed. If you need the product quicker than standard delivery, please choose the upgraded express shipping options you may purchase on checkout. Some of our pet products are shipped directly from the manufacturer or supplier and may arrive in several shipments.
Standard shipping to international destinations may take up to 5 weeks for delivery. This is an extreme case, however, every country's delivery system is different and clearance of customs is another factor in the time it takes for the package to arrive. If you wish your product to arrive sooner, please select express services. You are responsible for the taxes and tariffs due on the product you order.
Orders usually are shipped out within 1-2 business days of the time the order is placed, however, some items may take longer and these include, but are not limited to, customized items, items specifically made to order or shipped directly from the manufacturer. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Some of the heavier or bulkier items can only be shipped UPS ground and may not be available to ship to certain countries. If the listing specifies choose UPS ground shipping, that is the only method we can ship that item. If you select a different shipping method on checkout, your order will be delayed while we contact you regarding the shipping method. If you are unsure, please inquire with us.
Your privacy is very important to us. Any information you submit to create a user account will not be generated to third parties. This information is kept private and used only for our own store purposes. Occasionally we do send marketing of sales and new products.
Washington state residents will be charged sales tax on all merchandise.
INTERNATIONAL SALES TAX (VAT)
International customers are responsible for any taxes or tariffs imposed upon your merchandise by your country once your package arrives at the destination. No taxes or tariffs can be refunded for any reason on any returned merchandise.