Ordering/Shipping Policies:
Satisfaction Guarantee: You can be assured of complete satisfaction with every product. If you are not absolutely pleased with your purchase – we will be happy to exchange or refund the purchase price.
(Sorry, custom made, perishable or personalized items are not returnable).
Shipping Method: We ship via UPS Ground to the continental United States and Canada. (Additional shipping charges will apply for oversized cartons and shipping to Alaska, Hawaii & Puerto Rico). We cannot ship to a PO Box, FPO or APO address.
International Orders: Please contact us for shipping information.
Returns & Exchanges: All returns must have a return authorization number issued by The Pet Palace. Returns must be made within 7 days of receipt and after your initial inspection. If you are not happy with the quality or workmanship of the product you purchase from us, the item(s) may be returned for a full refund of the purchase price or merchandise credit towards other merchandise in our catalog. (Sorry, custom made, perishable or personalized items are not returnable).Returns must be requested from us via email. Instructions for your return will be promptly given to you so your return is handled in a most expeditious manner.After 7 days of receipt of an item(s) OR if Item(s) is sent back without a return authorization number, there will be a 25 % restocking charge. After 15 days from receipt, item(s) cannot be returned or credited back.Returned Merchandise must have the return authorization number written on the outside of the carton. All returned merchandise must be in the original packaging and returned prepaid. If the original packaging is damaged or destroyed, then similar packaging must be used. We recommend that you send your return via an insured carrier. We are not responsible for lost returns. Shipping & handling charges are not refundable.
Damaged Shipments: Make sure that you immediately inspect all packages and merchandise for damage. If an item arrives damaged, you must notify us within 48 hours of receipt. Damaged shipments must be handled with the shipping company. While we make every effort to prevent shipping damage, it can occur. Please keep the original shipping carton(s) and take the following steps if there appears to be any visible or concealed shipping damage:
1) Contact The Pet Care Palace via email at info@petcarepalace.com for a return authorization number.
2) Immediately contact the shipping company that delivered your order and let them know that you have received a damaged shipment. Request that a damage inspection be made by them on your shipment.
3) a shipment is to be returned, we will help you with the return information. The shipping company must return the merchandise to the shipper listed on the package. This address may be different from our physical address as we do ship some items directly from our suppliers.
4) If you have any questions, please call, fax or email info@petcarepalace.com.
Method Of Payment: Visa, Master Card, American Express, PayPal
(Sorry, no COD's)
Cancellations: We have a 24 hour Grace Period (from the time you place the order). If you cancel your order within the 24 hour time frame there are no questions asked. The cancellation must be faxed or emailed in and you MUST receive a response back from us for the cancellation to be effective. Custom made, perishable or personalized items cannot be cancelled after the 24 hour Grace Period is over.
Back Orders: If an item is on back order, you will be notified of a tentative ship date and given the option to select another item or to cancel.
Privacy Policy: The Pet Palace does not sell/share customer information. Your personal information including your name, address, ship to information, phone numbers, email numbers, fax numbers, charge card information, banking information will be kept private and secure.
Lost Packages: The Pet Palace does not know if you have not received your packages. If you have not received all of your items within 30 days of placing your order with us, you must contact us so we can have a tracer put on your order. We cannot be held responsible if notification is done after 30 days.
Pricing Policy: Prices and availability are subject to change without notice. We reserve the right to cancel an order that has incorrect information on our online store.
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