We process orders Monday through Friday, excluding holidays. In-stock items normally ship within 2 business days. You will receive an email confirmation. Shipping times are estimates. On occasion, an item will be backordered, and you will be notified promptly by email.
Multiple item orders may ship in separate packages. Shipping costs are based on the costs charged to us by the manufacturer (shipping & handling) to deliver the product directly to you from their warehouse. Additional charges may apply to oversize, bulky, or heavy shipments.
Incorrect or undeliverable addresses resulting in an item being "returned to shipper" will be charged shipping & handling and return fees.
Damages during shipping
Please do not accept a package with serious visible damage. If an item is damaged during shipping, it is the customers responsibility to notify us and the shipping company within 48 hours of receipt of damaged item.
Shipping Errors
If an incorrect item is shipped, please request an RMA (return merchandise authorization). To obtain a return authorization (RMA), please send an email to customerservice@Zone4Pets.com, put the letters RMA in the subject line. In the body of the email include your name, address, telephone, email address, date you purchased item, item number, brand name and a description of the item you received, including brand name. You will then be provided with a return authorization number, and a return shipping address by email within one business day. Upon receipt of your return item, we will reship the appropriate item for no-charge, and issue a credit for the return shipping (the lesser of actual postage or the amount charged customer for shipping & handling). There is no restocking fee for incorrect items.
Refused Orders
Should you decide that you wish to refuse receipt of an item when delivered, and it was legitimately ordered from us, credit will be issued for the item, minus full shipping charges, and minus a 20% restocking fee. Credit will be issued within 30 days of item being returned to us.
Returns
If you are not satisfied with a product for any reason, you may return it within 30 days from date of purchase for a refund. A return authorization (RMA) is REQUIRED for all returns. You will be provided with a return authorization number and a return shipping address (some items may return directly to the manufacturer). Failure to obtain a return authorization will invalidate your return. Returns must be received within 14 days from the date the RMA is issued.
Products must have been purchased directly from our website, and must be in the original packaging (if any). Products must be returned in new and unused condition, as shipped to you, and free of pet hair, debris and odor. We cannot be responsible for damages your pet does to our products. Our products are durable, but they are not indestructible. We will not accept return of items damaged by your pet. Any product not returned in a new and unused condition could receive a partial credit or no credit at our discretion. Custom orders are not returnable. Due to strict health regulations, we cannot accept returns or exchanges of pet carriers or beds. Shipping costs are not refundable. The customer is responsible for the original and return shipping charges on all returns. We donot accept any returns C.O.D. Returns are subject to a 15% restocking fee. We will issue your credit within 30 days of your return.
To obtain a return authorization (RMA), please send an email to customerservice@Zone4Pets.com, put the letters RMA in the subject line. In the body of the email include your name, address, telephone, email address, date you purchased the item, item#, brand name, and a description of problem or reason for the return. You will then be provided a return authorization number and a return shipping address by email within one business day.
Exchanges
We can only exchange items for like items (same brand and model or style). Exchanges for like items are not subject to a restocking fee. Follow return procedures above in the return section, and include new size for the product to be exchanged. If you want to exchange for a different item, please return original item for credit (follow return procedures above in the return section), and then order and pay for new item separately.
Please read our sizing instructions on each and every product before you order it. Measure your pet accurately. One exchange per item is permitted. Thereafter, each exchange will incur a $10.00 charge per item. Custom orders are not exchangable or returnable. Due to strict health regulations, we cannot accept returns or exchanges of pet carriers or beds.
Defects
Product defects must be reported to us within 5 days of receipt of order. After that date you must contact the manufacturer directly for warranty information, service or replacement. Do not return defective items to us or to the shipper.
Cancellations
If for some reason, you choose to cancel your order, you must do so by email (see contact us page). If your request to cancel is received after your order has been processed, there is a 10% cancellation fee. Once your order enters the shipping phase cancellations will not be accepted. Personalized items cannot be cancelled.
