QUICK REFERENCE click on your question below.
1. How quickly do items ship?
2. Order Tracking?
3. Rush Shipping?
4. International Shipping?
5. Delays and backorders?
6. APO and PO addresses?
7. Damage & Order Errors – what do I do?
8. Refusing delivery?
9. Cancelling?
10. Exchanges?
11. Not home to receive my package?
12. 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, for your convenience, in the blue shaded box. We have partnered with dozens of companies and if the item ships direct from their warehouse the ‘normal’ shipping turnaround time is listed. 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. You will normally get a shipping notice 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. Call (or e-mail) us with the item number and size for a quote. Rush shipping has gotten very expensive, please be prepared to pay 4 or 5 times the normal ground price before requesting this service.
4. Do you offer "INTERNATIONAL" shipping?
We can ship a small number of items internationally, please email us for a quote – However, we highly recommend the following service to ship internationally for the majority of our products myamerican shopper.
5. 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.
6. 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.
7. DAMAGE & Order Errors - What do I do?
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, you will need to ship it back at your expense after getting an RMA number from us.
(shipping charges are non-refundable).
8. 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 to bypass this policy to get a full refund an additional $50 fee will be charged.
9. CANCELING my order - What do I do?
Customers may cancel their order and receive a full refund if they cancel their order before it ships. A small number of custom fabricated items, if already in production, may incur cancellation charges (please call or email if you are not sure).
10. 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 will probably 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.
11. 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!
12. 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 immediately (service@pets2bed.com) for return instructions and an RMA# - be sure to include the reason for the return. 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! 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 should 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.
(PAYPAL Advantage!) - Refunds given through PayPal do not incur any credit card fees or result in lost rewards (within 60 days of purchase) - we will calculate your refund and send the money directly back to your PayPal account (or credit card if used through PayPal).
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.
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’t 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 incur a loss on every return and accept that loss as a cost of doing business.
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