an item you order not meet your expectations, you may
return it for a refund of the purchase price, not including
the shipping/handling charge. If you are a chronic returner,
however, please do not order from us. Every effort is
made on our end to process orders and ship them out
as quickly as possible. It is demoralizing to do this
and then have an item returned. Customers who return
their orders more than once will no longer be served
The only items we carry which CANNOT BE RETURNED are
our food items: California Gold Pet Food, and Uncle Bruno's dog cookies, which do not contain preservatives,
and all items on our Medicine Chest page, which
are heat susceptible during transit times
of these sales are final.
The only other items not returnable are items on sale, including all the items on the Stuffed Animal Outlet pages, only because a lot of these items are $5 or less, and the cost to pick up the UPS return tab would be more than that. If you have a larger cost item on sale and are concerned about our policy, please contact us.
The pet beds have a $5 restocking fee, if they are returned. Pet beds should be
unused and shipped back to the manufacturer. Please contact us for more info
if you are returning a pet bed.
POLICIES - We do
not ship international orders, sorry. Shipping rates
posted on your order form are for UPS and USPS deliveries in
the continental U.S. only. Military
addresses do not show their shipping cost because
our website uses the UPS shipping module and military
packages must go through the post office. Please note
that the appropriate postage cost will be
added to the order, along with our $1 handling fee. This also applies to
orders from Alaska, Hawaii, and U.S. territories. Contact us for more info on any of these addresses shipping cost.
We ship same day M-F, if order is received by 12 noon PST (West Coast).
Orders received after 12 noon M-TH ship next day.
Orders received after 12 noon on Friday, and on the weekend ship the following Monday.
The exception to this are the pet beds. Because they
are shipped separately and from the manufacturer, we cannot control the expediting of these. Pet beds usually take 5-10 days to expedite plus
the time in transit.
SHIPPING RATES: We do not
set shipping rates
- UPS does,
so if you'd like to complain about the high cost of
shipping please go to www.UPS.com and let them know.
Our $1 handling charge doesn't even begin to cover
the cost of packaging supplies and labor to get out
packages, and we charge that handling price whether
you order 1 item or 40.
SHIPPING SAVINGS:If you only order 1 small
item, the shipping cost will reflect the minimum UPS rate, which
begins around $7-$8 and goes up from there. For a small item, it is better to ship USPS as it will save you a couple of dollars. It is
far better to order larger items or multiple items
to get your shipping $$-worth.
If you have given us your correct email address, you
will receive an email from "UPS Quantum View"
giving you the expected UPS delivery date and your
tracking info, so that you can track your package.
SHIPPING: All UPS orders go Ground Rate. If you need your order to
be shipped RUSH, we do offer UPS 3-Day Select. However,
you MUST call or email us for a shipping quote PRIOR
to placing your order. For most items, shipping by
3-Day Select will add approximately $13-$15 to the
price of the UPS Ground rate, depending on the size
of the item you order. If you order a small item that
is 1 lb or less, the shipping will be less. If you
order a large item you will notice a very large cost of the UPS charge. Also, due to what
we consider extreme shipping costs on UPS Overnight
service ($50-$100+ in shipping alone), plus the fact
that UPS does not guarantee their overnight service
nor do they issue refunds if it does not arrive due
to weather or unforeseen events, we cannot offer it,
will your order arrive? Please
note the closer you are to California the faster you
will get your package. Usually orders in California
arrive within 1-2 business days. Arizona and Oregon also receive
their shipments quickly. There is no sense in paying
extra for UPS 3-Day Select for packages going to CA,
AZ and OR when it will get there in 3 days or less
anyway by regular UPS Ground, so save your $$$! Orders
from the East Coast take approx. 5 business days after
we ship the order. If you
still feel you must have an item shipped by UPS 3-Day
Select, please email us at: firstname.lastname@example.org
and include your street address and zip code and the
exact items you wish to order. We will get back to
you with a shipping quote promptly.
and SET DATE SHIPPING:
Please order with plenty of spare time to receive or send gifts or food during this season. It is common for the carriers to be busier than usual with some delays. We cannot be responsible for any shipping delays during any season. If you must receive a shipment before a set date, include that note in the notes at the shopping cart or better yet contact us so that we can estimate what the best solution for you is.
you for shopping with us!
regret we cannot field pug health questions from the
general public. If you want to be up on your pug's
health, order our Pug
Healthcare Manual--that's what it is for! Clicking
around the Internet looking for free advice can be a waste of your time and will give you a lot of confusing
and contradictory misinformation!!! Last, we are
not a breeder referral.
If you are looking to adopt a pug, we suggest www.petfinder.com
Do not expect to find pug puppies in rescue. There are
a lot of precious adult pugs waiting for good homes--
THAT is what rescue is all about!