Shipping & Returns
Order Confirmation
After you have submitted your order, you will receive an e-mail order confirmation to the e-mail address supplied during the checkout process. The order confirmation email will list all items purchased and the total amount that will be charged to your credit card.
Shipment Confirmation
When part or all of your order ships, you will receive and e-mail shipment confirmation to the e-mail address supplied during the checkout process.
Order Status and Tracking
You can find your order status under the “My Account” section of our site.
When you placed your order with us, you should have received a confirmation email. This email included simple instructions and explanations on the services offered on our site.
Once logged into the “My Account” section, you can click on the “Order History” link and then on your order number to get the details and tracking information. To access My Account, click the link in navigation bar at the top of the page.
Shipping
UPS and USPS shipping are our preferred shipping methods. Notification and delivery times vary depending on the point of origin and the location of the recipient. We offer in-store pick up on all products on our site. Due to size, weight and durability considerations specific products cannot be shipped. These products are clearly identified on the product page with a ***IN-STORE PICKUP ONLY*** tag. Please see the options provided during the shipping section of the ordering process.
• APO/FPO orders are welcomed by USPS shippers! Delivery will take approximately 2 to 6 weeks + 24-48 hours to process the order.
• For HI, AK and PR customers, shipping times may be extended for each product. Please allow additional time and note tracking numbers for your order(s).
• All orders require 24-48 hours processing time before shipping.
• AllPetInc.com does not guarantee same day shipping.
• AllPetInc.com does not offer International shipping options at this time.
• For Canadian addresses please call or e mail for shipping charges.
• All orders will be charged the current sales tax based on current Virginia tax rates.
Shipping Surcharges
Certain products may be subject to shipping surcharges due to the size or weight of the package.
When will my order ship?
All orders are shipped directly from All Pet, Inc., the manufacturer or one of our authorized distributors. Orders are normally shipped within 48 hours via UPS OR USPS. However, many orders ship sooner. Orders with more than one item may ship in separate packages and arrive at different times.
Availability and Back Orders
All orders are shipped directly from All Pet, Inc., the manufacturer or one of our authorized distributors. Most items are always in stock but occasionally certain items are very popular and are periodically out of stock. If this should ever happen we will email you immediately letting you know when that item will be shipping again. You will have the option to cancel your order at this point without penalty.
Shipping Outside the Continental U.S.
If you live in Hawaii or Alaska, you may still shop with All Pet, Inc. However, please note that all orders may be subject to additional handling fees or shipping charges and are the responsibility of the customer. Please allow additional shipping time to these locations. Currently, All Pet, Inc. does not ship to international locations.
Returns
To avoid returns we suggest you ask about any product of which you are unsure. Our Customer Service Department will be happy to answer any questions you may have. If you are not completely satisfied with any unused product, you may return it within 30 days for a full refund. In the event an item you receive is not what you expected, does not fit, etc., you may return it providing:
• The item has not been used.
• The item is in its original display package, which must also be in new condition.
• All parts, accessories, warranty cards, instructions, etc. are enclosed.
• The item was not purchased more than 30 days before.
• Any apparel or beds or related products that have been used cannot be returned to avoid any potential health issues.
We sell only new merchandise and would be unable to sell used or incomplete items. We are also unable to accept returns on items listed as "Special Offers or Clearance."
You must have a "Return Authorization Number" from a Customer Service Representative (757)427-5057 before sending any merchandise back to us. All returns must also be accompanied by a copy of your invoice as proof of purchase. We are not responsible for return postage costs. Unless other merchandise of equal or greater value is ordered when we receive the merchandise, a 15% restocking fee will be deducted from your refund check or credit.
Shipping Instructions for Returning Merchandise
Be sure the product being returned is packaged in a separate box with crumpled paper or foam for protection. We cannot be responsible for returned merchandise that arrives damaged because it was not packaged properly. We cannot accept returns that arrive C.O.D.
Merchandise Damaged in Transit
If your merchandise arrives damaged notify us before returning it. We must be notified within two days to insure proper handling of your claim. Some shipping companies require that a representative come to your home. Remember to keep the original packaging. Do not discard the shipping box, after inspecting the damaged parcel, they will return it to us. This procedure needs to be followed in these rare occasions.
If there is a situation when you are shipping damaged merchandise back to us, be sure to get a "Return Authorization Number" call (757)427-5057 and follow the shipping instructions under "Returning Merchandise" above.
Defective Merchandise
Always read the manufacturer's warranty on any product you receive and keep your invoices as proof of purchase. If the product is, or becomes defective, please notify us before returning it to us. Most manufacturers allow us to accept returned defective merchandise, but some prefer to have the customer return the product directly to them. We prefer to accept returns, but in some instances the customer is required to send the product directly to the manufacturer. Our manufacturers and distributors are all excellent companies who have quality products and great reputations, but they have their own specific policies on defective merchandise.
When sending defective merchandise back to us, be sure to follow the shipping instructions under "Returning Merchandise."
Other Considerations
Our web site provides you with the opportunity to "see" what you are buying. You should be aware, however that the colors shown may not be exact. The process involved with production and individual monitor display can cause slight color variances. Prices, products, availability and offers are subject to change without notice. All Pet, Inc. is not responsible for graphical display or typographical errors.
