Payment Methods:
USA Customers we accept paypal, checks, and money orders
International Customers we accept paypal and international money orders
Paypal eChecks: We wait for echecks to clear before shipping - (approx 5 business days)
Feedback:
Our customers are very important to us. If for any reason you are not happy with your purchase, please contact us before leaving negative or neutral feedback on our account, we pledge to do whatever we can to correct the problem. It is our mission to provide you with the very best in customer service.
Returns/Exchanges:
Defective Items: We do our best to inspect all items before they ship. All the items we sell are brand new and direct from the manufacturer, should an item be defective, please contact us and we will either exchange the item or give you the contact information for the manufacturer of the item. The manufacturers that we deal with guarantee their items from defect.
Missing or Incorrect Items: Occasionally an error occurs and we forget to include an item or send the wrong item, please contact us immediately and we will gladly resolve the problem.
IF AN ITEM DOES NOT FIT – You may return it and we will refund the purchase price (shipping & handling is not refundable). Due to inventory limitations, we cannot exchange for smaller or larger sizes. Returns must be in original/new condition with all tags/packaging intact within 14 days from purchase date for a refund. We include all measurements from the package or manufacturer in each of our listing descriptions. Breeds listed are guidelines only, breed sizes vary, measure your dog to be sure. Even after measuring some items will still end up not fitting, we will be glad to refund the purchase price (minus shipping & handling). Please return the item for a refund and purchase the correct size at your convenience. Item must be in NEW condition with all tags. Please contact us within 7 days of receipt of the item if you need to return and item. Please make sure to measure your pet, thank you.
Empire Crates: All sales on the empire crates are final. We will not exchange or refund money for the Empire Crates. Should the crate be damaged during shipment, contact us immediately upon receipt and before use.
Shipping & Handling:
Quick shipping: Items are shipped out the same or next day that payment is received. (see shipping methods/times below).
· FREE SHIPPING USA!
· LOW INTERNATIONAL SHIPPING!
· We COMBINE SHIPPING! *How our flat rate shipping & handling is calculated for international buyers or if you would like an item shipped via a different method: A buyer is charged the shipping price for the item with the highest shipping cost and then shipping is reduced by 50% for each additional item. Important - We can not give a combined shipping discount if you have already paid for an item, they must be paid for together at the same time. You may add items from our webstore during checkout before paying to receive the 50% discount.
· Insurance is included in the S&H.
· We ship the same or next business day after receiving your cleared payment. On a rare occasion we may have an item that is back ordered. In that case we will keep you up to date by email about the status of your order and options.
· Shipping Methods: Most items shipped within the US are shipped via First Class (3-5 business days) or Priority (2-3 business days). Heavier packages are shipped via FedEx Ground (3-7 business days).
· International Shipping: We ship using the United States Postal Service. First Class or Priority, depending on the weight of the package. International shipping times vary. Most items arrive within 7-14 business days, however if the package is held up in customs the package may take as long as 30 business days.
· Notifications & Tracking - You will receive an email when your item is shipped. We use delivery confirmation on our shipments, which includes a delivery confirmation number from the USPS. Delivery confirmation is not tracking. The only time the package will be scanned is upon delivery. If the package is shipped via FedEx, it is possible to track the shipment, a tracking number will be provided.
· Insurance - Insurance is included in the S&H price.
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