Store Policies
Accepted Methods of Payment. We
accept Paypal, Visa, and Mastercard, All quoted prices are in U.S. dollars, as our suppliers are based in the U.S. For our Canadian customers, remember that custom charges and broker costs may also apply.
Shipping: The quoted shipping prices are for shipping in the lower states of the US. If shipping costs will be higher due to your location (eg. Canada ) or because of over size items, we will contact you with a quote before shipping. You can then accept or cancel your order.
Shipping Time. The time needed to
ship merchandise will vary depending on the shipment's location and the
particular time of year. Customers should expect a 7-10 day delivery
time. Our suppliers are in the U.S. and shipments to Canada will take longer. Remember that items have to pass through customs and there may be an additional customs charge upon receipt of parcel.
Shipping Methods. Merchandise will be shipped using Ground Service, US Postal Service or UPS, where possible. In addition, some items may be shipped directly from the manufacturer to customers.
Damaged Shipments. Damaged shipments from handling must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage and file a claim. We are not responsible for damage caused by the freight carrier.
Manufacturers Defects. If a product appears to have a manufacture’s defect, email our Customer Service department for instructions. Do not return products to us without first contacting us to receive instructions. If an item is to be returned to us due to manufactures defect, you must first receive a Return Authorization Number. No packages will be accepted without a Return Authorization Number written clearly on the package.
Return Merchandise Policy. Permission for any return merchandise must be secured from our return department. You have 30 days from the ship date to receive refunds. You must email the refund request to support@dogtravelpro.com (with "RETURN" in the subject field), at which time the return authorization number (RA#) with return instructions will be sent to you. No packages will be accepted without a Return Authorization Number written clearly on the package. Products being returned must have a RA# issued before returned.
If you received a different product than initially ordered, the item must be returned with the following:
· All original contents (product, manuals, instructions, etc.).
· Original packaging.
· Original invoice or receipt.
Once a return is authorized by our return department you should:
- Return the item to the address given to you by our return department.
- Write the Return Authorization Number clearly on the box or package.
- Keep your shipping records for proof of shipment in the event of loss of returned merchandise. Returns shipped via U.S. Postal Service (U.S.P.S.) or with a value of over $100.00 should be insured. We can not be held liable for return merchandise that does not reach our return department.
We can refund shipping costs only if the return is a result of our error. You are responsible for all freight charges on shipments that are refused or returned with no fault on our part. We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your order, or other errors. The limit of our liability is the replacement cost of any item you purchase from us. Be sure to carefully measure, or weigh your pet when ordering a product with size & weight restrictions. If you are unsure if your pet will fit in a product, it is recommended that you order the larger size. If you incorrectly order a crate or carrier, and wish to return it, you will be charged $20.00 for restocking. Also we can not accept returned dog crates or dog carriers that your dog has been in, because of health concerns.
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