QUICK REFERENCE click on your question below.
01. How quickly do items ship?
02. Order Tracking?
03. Rush Shipping?
04. Shipping Included ... what does it mean?
05. International Shipping ... what is the process?
06. Delays and back-orders?
07. APO and PO addresses?
08. Damage, Order Errors, Shipping address errors?
09. Refusing delivery?
10. Canceling an order?
11. Exchanges?
12. Not home to receive my package?
13. Returns?
Some of our products ship direct from our warehouse in Pekin, IL. However, many large (and custom items) ship direct from the manufacturer or the company we have partnered with through a special arrangement.
1. How quickly do items normally ship?
A very popular question!! We have added this information to the top of each product page (in the blue shaded box), for your convenience. We have partnered with dozens of companies and if the item ships direct from their warehouse we show the ‘normal’ time it takes for your order to be received, boxed and then handed off to a shipping company. If we stock the item we can normally get your order shipped within 2 business days. NOTE: on occasion, weather or other factors may delay your shipment. Fortunately, this does not occur frequently.
2. ORDER TRACKING - How can I track my order?
Tracking information (and special notes) for your order are available on our website 24 hours a day. You will normally get an e-mail when your order ships (Check your SPAM folder). Copy your 18-digit order number from that e-mail (or your initial confirmation e-mail) and paste it into the box on the "Order Tracking" page. The link is at the top of every page on our website (under the Logo).
IMPORTANT NOTE: if you track your package and FedEx, UPS or the Post Office show that your order was delivered, but you don't have it, you must call either the shipping company or Pets2Bed within 7 days! This happens rarely, usually because a driver delivers your package to the wrong address. In any case, 10 days after your order shows "delivered" via tracking, the shipping company may deny any claim you make for lost items. Pets2Bed can not guarantee a replacement item will be sent to you at no cost if more than 10 days elapse after your order shows "delivered".
3. Do you offer "RUSH" (expedited) shipping?
Yes, on selected (smaller) items. Rush shipping has gotten very expensive, please be prepared to pay 4 or 5 times the normal ground price before requesting this service. Call (or e-mail) us with the item number and size for a quote.
4. What does "Shipping Included" mean?
When "Shipping Included" is posted on a product page, it means that the average shipping cost for your item within the contiguous US (48 states) is included in the advertised price you see. No additional shipping cost will be added to your order during checkout.
5. "International Shipping" .... what is the process?
Shipping outside the 48 states in the US works best for smaller items. We have partnered with International Checkout, located in Van Nuys, California to process all international orders on our behalf. International customers can add items to their shopping cart while shopping on pets2bed.com. Once you are ready to checkout, simply click the International Checkout button on the first page of the shopping cart. You will be redirected to a secure checkout page where you can input your shipping and billing information.
Once you successfully complete the International Checkout you should receive a confirmation email. Your order will then ship direct to Van Nuys, California where it is inspected and repackaged before being shipped direct to you. Please be aware that International Checkout becomes your point of contact for order issues. We have no way of answering any questions or providing tracking for your order.
For more information click International Checkout.
You can contact International Checkout at +001.310.601.8196 from 06:30am-06:30pm PST.
6. 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.
7. Do you ship to "APO or PO boxes"?
We are not able to ship to APO or Post Office boxes – please consider using the following service if you need an item shipped to this type of address - APObox.
8. DAMAGE, Order Errors, Shipping Address Errors
Please inspect your order immediately and contact us by email (or call 309.346.4449)
within 2 days if your package is delivered damaged (or is missing parts, was packed with the wrong 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 (or a new item) directly to you. If you decide not to accept a replacement and want to return the item, please refer to number 12 (Returns) below for details.
NOTE: UPS and FedEx use the shipping address you enter at checkout for delivery. Both carriers charge an $11 fee (per package) to correct shipping address errors - Pets2Bed must pass this charge on to the customer. You can prevent this by double checking your shipping address before submitting your order and also by double checking the shipping address in your confirmation e-mail.
(contact us if you do not receive a confirmation e-mail within 30 minutes and after checking your SPAM folder).
9. REFUSING DELIVERY from shipping carrier?
Thankfully this happens VERY rarely. Please let us know if you refuse delivery, otherwise it may take 3 weeks or more before we "discover" that the delivery was refused which will delay your refund processing. Double shipping charges plus an additional $10 carrier fee will be deducted from your refund along with the applicable restocking fee for that item. In the case of custom items NO REFUND can be issued. If you call your credit card company in an attempt to get a full refund an additional $50 fee will be charged.
10. CANCELING my order - What do I do?
When you submit your payment to us during checkout you are establishing a contract with us to deliver that item. You have the right to cancel that contract, as do we, any time before an item ships and receive a full refund. Once your item(s) have been picked up by the shipping carrier we have contracted with, your order would now be classified as a return and would be processed according to the return policy listed below. A small number of our custom fabricated items, if already in production, may incur cancellation charges (please call or email if you are not sure).
11. 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 exchange your order, but please be aware that shipping has gotten very expensive and we can not give credit for the original shipping charges for your order. Also, if the item shipped from one of our partners, there may be a return/exchange fee. We do everything we can to keep those costs as small as possible - please e-mail us (service@pets2bed.com)and we will provide you with detailed instructions.
12. NOT HOME? - What happens to my package?
Many times packages will be delivered and you will not be home to accept delivery. UPS/FedEx 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-routed 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!
13. 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 email us within 7 days (service@pets2bed.com) for return instructions and an RMA number.
ALL Returns require an RMA (return merchandise authorization) number - some manufacturer's charge higher return fees without the RMA# and/or will not accept the return.
Note that returns can’t 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! Custom Items are non-returnable.
Once your return package is received, we will be notified by the warehouse and will issue your refund. Normally your refund is issued to the Credit Card or PayPal account used at the time of purchase. To Expedite your refund: please email us the tracking number once you ship your return!
Refund amount: 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 subtract the actual shipping charges incurred.
Restock Fees: 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 50% depending on the size, weight, and the condition of the item returned. The actual fee charged by the manufacturer is passed on to you.
NOTE: No profit is made by Pets2Bed on returns - we incur a loss on every return and accept that loss as a cost of doing business.
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