Some of our products ship direct from
our warehouse in Pekin, IL. However, many large (and custom items) ship direct from the manufacturer (or partner warehouses) through a special, negotiated arrangement at discounted shipping rates.
(updated March 6, 2008)
1. How quickly do items ship?
Normally your order will ship within 24 hours if we have your item in stock. Please allow up to 5 business days when your item ships direct from the manufacturer. Custom sewn or fabricated items can take up to 10 business days for shipment. Most of our products are shipped via UPS Ground or FedEx Ground.
(APO and P.O. Boxes) - We are unable to ship to these addresses!
2. ORDER TRACKING - How can I track my order?
Updates, Notes and Tracking information for your order are all available on our website. You can view those customized notes by clicking the "Order Tracking" link at
the top of every page on our website (under the Logo). Once there, follow the instructions to check on your order (you will need your 18-digit order number). Ground transit time, once your order is shipped, usually takes 2-5 business days (depending on where you live).
3. Do you offer "RUSH" (expedited) and
International shipping?
Yes, call (or e-mail) us with your item details for a quote.
4. What about delays or backorders?
Only happens on items that ship direct from the manufacturer and is incredibly frustrating for us - sometimes a manufacturer only lets us know after the fact. We
will always let you know via email (and through the "order tracking" link on our
website, under "order notes") of any delays or backorders.
5. DAMAGE - What do I do?
Please
inspect your order immediately and contact us right away by email
(or call 309.346.4449) if your package is delivered damaged, is missing parts or is defective out of the box. We understand this is frustrating - we promise to quickly contact the manufacturer on your behalf to get your issue resolved. Normally the manufacturer will ship out
replacement parts directly to you. If you decide to return the item, rather than accept a replacement, you will need to ship the item back at your cost after getting an RMA number from us.
6. CANCELLING my order - What do I do?
Customers
may cancel their order and receive a full refund if they cancel their order on
the same day that it was submitted. Cancellations received after that, but
before an item ships, will be charged a 3% fee. This fee covers about half of the
credit card charges that we will be charged by your credit card company.
(PAYPAL EXCEPTION) - PayPal refunds do not incur any fees since PayPal does not charge any fees for returns - we LOVE PayPal!
7. EXCHANGES - What do I do?
Sometimes we have customers who order the wrong size or color and need to exchange their purchase. We are happy to help you get an item exchanged (please don't delay returning your item - items must be returned within 1 week). If it is an item that shipped from one of our partners - there will probably be a return fee and additional shipping charges. We do everything we can to keep those costs as small as possible - please e-mail us (service@pets2bed.com) or call (309) 346.4449 and we will provide you with detailed instructions.
8. NOT HOME? - What happens to my package?
Many times packages will be delivered and you will not be home to accept delivery. UPS/FedEx/DHL etc, will generally allow the driver to leave a package at your home. However, in some cases the driver may not feel comfortable leaving the package on your door step depending on the location (apartment, busy area, etc.). In this case they normally leave a note on your door and attempt delivery again. After 3 attempts you may need to pickup the package yourself from the carrier.
In rare cases we have had customers who did not pick-up their package and it was re-shipped back to the warehouse. Double shipping charges are incurred which we do not cover - these charges will be passed on to you. Please don't allow this to happen!
9. RETURNS - Where do I ship and what are the fees?
We want you to be completely satisfied with your purchase. If you decide the item is not what you wanted, please contact us immediately at 309.346.4449 or service@pets2bed.com .
Note that returns can not be accepted, due to health regulations, if the item has been used at all. Your item must be in new, unused condition to receive a refund. That means no pet hair (or paw prints) on the product! Some custom items are non-returnable so please carefully review the sizing and product details before placing your order.
For all returns, please contact us for an RMA number within 10 days of delivery. We will normally e-mail you the RMA along with the proper return shipping address. The product must be packed in the original box, along with the sales receipt, and shipped back within 1 week. If you don't have the sales receipt please just put a piece of paper in the box with all of your information.
Once your return package is received, we will be notified by the warehouse and will issue your refund. Refunds are generally issued via check so that any rewards/miles you earned through your credit card are not lost.
We look at each return on an individual basis and do everything we can to minimize your return costs so that we can maximize your refund. When you make your purchase, shipping is either included in the price or is charged separately (sometimes at a reduced price). Original (actual) shipping is not refunded. We will pull your shipping invoice and only subtract the actual shipping charges incurred.
Most of the manufacturers we use do have restock fees. This covers the time and money it takes them to unpack, inspect and then repackage your item for resale. The restock fees range from 5% to 30% depending on the size, weight, and the condition of the item returned. The actual fee charged by the manufacturer is passed on to you. Items that are oversized normally incur higher restock fees - for this reason, we can not stress enough the importance of double checking your measurements - it will save you time and money.
NOTE: No profit is made by Pets2Bed on returns - we also incur a loss as a cost of doing business.