RETURN POLICY

Returns to AnimalSupplyHouse.com.

We want you to be fully satisfied with every product that you purchase from AnimalSupplyHouse.com.  If you are not satisfied with a product that you have purchased, you may return the product, minus the shipping, handling, and other charges.

For returns made within 30 days of the initial shipment date, we will issue you a refund in the form of your original payment method. For all returns made after 30 days of the initial shipment date, we will issue your refund in the form of an AnimalSupplyHouse.com Online Gift Certificate. Exceptions: Return of merchandise paid by an Animal Supply House Gift Card will be credited via AnimalSupplyHouse.com Online Gift Certificate. Purchases of Gift Cards and Online Gift Certificates are non-refundable.

We are sorry, but we can not receive returns of products after 90 days of the initial shipment date.

Please return product in good condition, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure credit

If your return is the result of an incorrect shipment by AnimalSupplyHouse.com, or a damaged or defective product, we will refund merchandise and shipping charges to your original form of payment. We will reimburse shipping charges incurred to return incorrect, damaged, or defective merchandise to AnimalSupplyHouse.com not to exceed the published UPS Ground rate for the weight of the package.

If returning merchandise for any other reason, you are required to pay all shipping charges to and from AnimalSupplyHouse.com

Please allow 30 days from the date we receive the merchandise for your return to be processed and your refund to be completed . You will receive an email confirmation.

Personalized products cannot be returned, unless the result of a AnimalSupplyHouse.com error.

For your protection, please send your return via carriers who offer package tracking such as FedEx or UPS (be sure to retain your tracking receipt for future reference). AnimalSupplyHouse.com is not responsible for lost shipments.
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Damaged or Defective Products

If there is extensive damage to the carton upon delivery, contact a Customer Care Representative immediately at (888)363-7005.  Please have your order number available when you call.


Returning a Product

If you wish to return a product to AnimalSupplyHouse.com, please follow the instructions below. Instructions are also outlined on the packing slip with your shipped products.

   1. Pack the product(s) securely in the original product packaging, if possible. Please include all paperwork, parts, and accessories. All products must be returned in good condition, to insure credit.
   2. Enclose the original packing slip with the product. If you cannot send your packing slip, download a merchandise return form.
   3. Before sending your return shipment, please remove all extra labels from the outside of the package.
   4. Send the return package to the following address (unless your packing slip directs otherwise):

    AnimalSupplyHouse.com Returns
    1680 Lake Murray Blvd
    Columbia, SC 29212

    * All return shipping charges must be prepaid. We cannot accept COD deliveries.
    * It is recommended that you use UPS or Insured Parcel Post for your return.
    * Keep the Return Tracking Number for your return package to monitor delivery status.
    * You can expect a refund in the same form of payment originally used for the purchase, within 30 days of our receiving the returned order.
    * Credit for gift returns will be issued to the original purchaser.
    * You will be refunded the return shipping cost if the return is a result of a manufacturing defect or shipping error.

SHIPPING TERMS

FAST Shipping and Delivery!

At this time, shipping is available to addresses in the Continental US only.

Most orders ship within 24 hours! Average service days for standard delivery are as follows:

Orders placed by 11:00 PM Eastern Time typically ship the next business day. Next Day packages will arrive one full business day after shipment. 2nd Day packages will arrive two full business days after shipment.  Delivery times DO NOT include order processing time.

Shipping Options

We offer Standard Ground, Priority (for P.O. Boxes, and APO/FPO), 2nd Day and Next Day delivery options unless otherwise noted on the product page. The carriers we use are FedEx, UPS and the United States Postal Service. The carrier we choose depends upon your destination and the items in your order.

Orders containing multiple, heavy, or oversized items may require additional shipping fees.

Shipping Rates and times

Shipping costs are determined by the total weight of the order and by the shipping method selected.  Estimated Shipping will be displayed in your Shopping Cart, based on standard ground shipping. Final shipping charges will be displayed on the "Review and Submit Your Order" page, based on shipping method selected during Checkout.

Some products are shipped at a flat rate as noted on the product page.  Expedited shipping of these products will incur additional shipping costs.

From time to time, some products may be offered free shipping.  Expedited shipping of these products will incur additional shipping costs.

While most orders are delivered within the specified time frames, some destinations may take longer. If additional delivery time is required, it will be noted on the product detail page and at Checkout.

The size and/or weight of some items may limit the shipping methods and destinations available. Items that are oversized, overweight, or have other legal restrictions may not be able to be shipped to a P.O. Box or  APO/FPO addresses (due to carrier restrictions). You will be alerted to this at Checkout when you select your shipping method.


Freight Orders

Some oversized or heavy items may be shipped by a ground freight trucking company. We will make every attempt to notify you if your order is shipped by this method. Freight shipments may take up to 14 business days for delivery. The freight company provides curbside delivery only. In the event that your order is shipped via this method, we ask that you make arrangements to move the item from the curb to your home.

Your Order Status email will provide you with information regarding the delivery method selected for your order.

Surcharges

Some items may have an additional surcharge fee based on size, weight, overnight shipping, etc. This surcharge will appear in the "Shipping Information" tab on the product page and at Checkout. These surcharges cover our extra cost for shipping these items.

Shipping to a different address

If you wish to send your complete order to an address that is different than the billing address you provide us, simply enter the delivery address in the Ship To Information page during Checkout.

Splitting an Order between Two Shipping Addresses

If you are splitting the order between two addresses (i.e. sending some products to one address and other products to a different address), each order will need to be entered separately. See "Shipping to a Different Address" above for instructions on sending products to an address different than your billing address. Shipping and handling charges will be added to each order

Tracking Your Order

After submitting your order, you will receive a confirmation email detailing your shipment. As items are shipped, we will send you emails detailing the shipments and tracking numbers. You can also keep track of your order and shipping information online.

   1. Click on "Your Account" at the top of any page.
   2. Sign in using your email address and password.
   3. Under "Recent Order Status History," select the specific order you wish to view.

UPS Package Tracking

Using your UPS shipment tracking number, you can check the status of your package by visiting the UPS web site or by calling UPS directly at 1-800-PICK-UPS (742-5877)


FedEx Package Tracking

Using your FedEx tracking number, you can check the status of your package by visiting the FedEx web site or by calling FedEx directly at 1.800.Go.FedEx (463-3339).

USPS Package Delivery Confirmation

Using your USPS shipment tracking number, you can confirm package delivery by visiting the USPS web site. Please note that USPS does not track the progress of your shipment, just delivery confirmation. USPS tracking often consists of only two statuses: "The USPS was electronically notified by the shipper to expect your package for mailing" and "Your package was delivered." Most areas will receive the package well within the delivery time frame quoted, and we hope the lack of detailed tracking does not pose an inconvenience.

Please note that some circumstances may affect delivery of your order, such as weather conditions, whether your shipping address is a house or an apartment and whether deliveries can be left outdoors. FedEx, UPS or USPS policies for your area may dictate that your package be held at a local office until you pick it up in person. Call your local FedEx, UPS or post office directly for the delivery policy for your area.
 

PRIVACY/SECURITY

AnimalSupplyHouse.com is very sensitive to the issues of online privacy and electronic security. As we establish and maintain an online relationship with you, we want you to know we will always do whatever possible to ensure a secure and private environment to maintain your unquestioned trust.

Privacy Policy

We are concerned with protecting your privacy.  We use information we collect about you to provide a personalized shopping experience. We believe that your email address is private information and you have our assurance that we do not rent, sell or trade your email address/personal information to anyone. We use your email address to send you order-related emails, like shipping confirmations and to tell you about special offers that we think you’d appreciate as well as informational/sale newsletters.  We will NEVER send unexpected email to you if you have not subscribed with us.  

You may opt out at any time from any or ALL newsletters or email offers.

Secure Shopping / Feel Safe

AnimalSupplyHouse.com employs steps to protect our customers’ data against unauthorized access.  All orders on our site are encrypted using Secure Socket Layer (SSL) technology - one of the most prevalent and secure systems available online. SSL is an extremely complex form of cryptography that makes it virtually impossible for a third party to decrypt any personal information you provide. You can rest assured that your personal and credit card information is protected when transmitted online. You can find detailed information about SSL technology and how it works online using any of the search engines.

PAYMENT OPTIONS

Important information about payment:

Sales Tax

Price Matching