Returns and Exchanges Policy.
We accept returns of most items* within 30 days of your receipt of the order under the following conditions: The item must be new and unused and in it's original shipping carton.
*Treats and any pet food that is not sealed will not be returnable. This means that treats sold in bulk (smokehouse) are never returnable. See below for a full list of non-returnable items.
Before returning an item you MUST contact us for return instructions at: Contact Us. Not all items are returned to same location and therefore you need to check with us first on where the item is to be sent. Also, before returning items make sure they are free of all pet hair. Items containing pet hair will not be considered new.
Returns that have received an RMA # can be sent back to us at:
The Pampered Pet Mart
Attn: RMA #____________
5205 Thatcher Road
Downers Grove, IL 60515
There will be a 10-20% restocking fee on all returns unless you are exchanging for a different size/product. If you are exchanging for another size/product you will receive a full product cost refund**. However, we will not issue refunds for outgoing shipping or return shipping.
**FREE SHIPPING items will always have the actual shipping charges deducted from the amount refunded regardless of whether or not it is an exchange or refund.
Exchanges: Ordered the wrong size or color? Simply place an order online for the correct item(s) and return the items that you don't want in their original condition. We'll credit your card for the returned items minus the shipping. Please note you should still contact us before sending back the exchanges in order to avoid restocking fees.
Mechanized items: If your product is mechanized meaning it runs on batteries or plugs in, those product defects, returns, and exchanges are handled by the manufacturer 30 days past the purchase date.
Please contact them directly through the following toll free numbers for help with troubleshooting or for an exchange:
Premier Products: 1-800-933-5595 (Citronella Spray Bark Collar, Spray Commander, Ssscat)
Veterinary Ventures: 1-866-322-2530 (all Drinkwell products)
Ergo Pet Products: 1-888-374-6797 (Auto Pet Feeder, Auto Pet Oasis)
Redmon: 1-765-473-6683 (All Pet Scales)
Innotek/Pet Safe: 1-800-303-0244
Solvit Products: 1-866-676-5848
MultiVet: 1-800-303-0244
SmartScoop: 1-877-726-6744
Non-Returnable items: Due to health reasons some items are considered non-returnable once they have been removed from their original packaging. These items include any pet food, treats, pills/drops, and pet waste items. Note: the Pup-Head is considered used once the plastic wrapping has been removed from the Pup-Grass.
Shipping Charges and Methods.
We ship almost everything SAME DAY Fedex Ground. On smaller items we often use USPS Priority Mail. We also have arrangement with some suppliers to ship from their facility direct to you. (That’s called “drop shipping.”) We find that most Drop Shippers use UPS Ground. Depending on the item, they usually ship within 48 hours or two business days.
If you happen to need express shipment we can help you (for a fee) but we don’t encourage it because for the little time you gain, you have to spend a lot. In most cases it’s simply not prudent. We find that MOST shipments arrive in 2-3 days using standard ground shipping.
Alaska & Hawaii: Unfortunately, some products cannot be shipped to either Alaska or Hawaii. We will notify you of these exceptions shortly after your order has been placed (and issue an immediate refund). If an item can be shipped to these states, there may be an additional shipping charge that you will be made aware of shortly after the order is placed. If the charges are more than you would like to pay, you have the option to cancel your order. For an quote prior to ordering Contact Us.
U.S. Shipping Rate Table
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Total Order
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Shipping Charge
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Up to $10.00
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$5.99 |
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$10.01 - $20.00
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$6.99 |
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$20.01 - $30.00
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$7.99 |
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$30.01 - $50.00
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$8.99 |
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$50.01 - $100.00
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$9.99 |
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$100.01 - $120.00
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$11.99 |
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$120.01 - $160.00
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$12.99 |
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$160.01 - $200.00
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$13.99 |
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$200.01 - $250.00
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$15.99 |
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$250.01 - $300.00
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$17.99 |
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Over $300.00
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$19.99 |
International Shipping Now Available! We have partnered with Bongo International Parcel and Mail Forwarding to service our international customers. Bongo International provides it's customers with their very own US address (not a P.O. Box). Once you have a US address, you will be able to make purchases with us as well as other US based online retailers. Bongo receives your purchases and logs them into their online system where you can consolidate them with other orders. This process saves international customers up to 82% off typical international shipping rates.
Step-By-Step Order Guide
- Shop for your items on our website and add them to your cart.
- Setup your Bongo International account by clicking the below image.
- After signup, Bongo will provide you with your very own US address.
- Back at our site, proceed to checkout.
- Enter your new US address supplied by Bongo as both your
BILLING & SHIPPING Address.
- Use the credit card that you have on file with Bongo as the
payment method... No Exceptions.
- Choose your domestic shipping method, and Place Order.
- Once completed, finish your verification process with Bongo.
- Bongo will take over from here, so communicate directly with
them for delivery of your order.
If you have any questions, please feel free to contact Bongo
through live chat or by e-mail. They will be glad to assist you.
Click Below to Get Started!
Undeliverable Parcels:
Any parcel returned for the following reasons; Refused, Unclaimed, Invalid Address, Unknown Address, or Insufficient Address will be subject to a 25% cancellation fee of the entire purchase price, less shipping fees; shipping/Insurance, packaging, handling and postage fees will not be refunded.
Security & Privacy
The Pampered Pet Mart™ is absolutely secure for making credit card purchases. In addition, your personal information is shared with no one. We do NOT make customer information available to anyone for any reason. Ever.
We accept MasterCard, VISA, American Express, Discover and PayPal. Through PayPal you can use any major credit card including e-checks. The choice is yours and all are guaranteed 100% secure.
Note: when you are at the Checkout stage you will notice a GOLD LOCK in the lower left hand corner of your web browser. This is the universal symbol indicating that your transaction is absolutely secure. All payment information is encrypted so that not even we can access your complete credit card number. Your card security is assured.
You should be aware that we plan to occasionally send email offers to our customers we feel will be useful and beneficial (new product introductions, special discounts for customers only, etc.). If you do not want to ever receive these emails, simply let us know at: Contact Us and you’ll be taken off our mailing list.
Catalog Requests
Some day, perhaps, but for now we’re totally committed to being your online provider of quality pet products.
Trademark
The Pampered Pet Mart™ is a registered trademark.
The Pampered Pet Mart™ or the companies we do business with are the sole copyright, service mark or trade name owners of all product names, images, audio and animations including HTML code within our site. No part of this website should be used without the expressed permission of The Pampered Pet Mart™.
Links to Third-Party Websites
We share links with several websites that we feel offer good value and a real service to pet owners. Otherwise we would not include them. That said, we do not endorse any website or their products or services. Period.
Send mail to Contact Us with questions or comments about our web site.
Copyright © 2001-2009 The Pampered Pet Mart™
5205 Thatcher Road • Downers Grove, IL 60515 • All Rights Reserved
Email: The Pampered Pet Mart
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