It is our goal to get you your order as promptly as possible for your satisfaction is very important to us. Usually, an order will go out within 3 business days. Most customers receive their order within 5 to 7 days. However, if an item that you ordered is on back order, you will receive an email or a phone call with an ETA on your item or you will be given a refund. If you have ordered several items that are on back order, each item will be shipped as each item arrives with no additional shipping charges to you. In most cases, you will never have to worry about shipping charges if you live in the U.S. because shipping is free within the U.S. with the exception of Hawaii and Alaska.
We are currently only shipping to the United States. We use the USPS ground and UPS ground to ship most of our products. All products are fully insured and tracked. If you do not receive an email regarding an item(s) is on back order and do not receive your order, please contact us so that we may assist you in resolve any shipping issues. We are here to help and want you to receive your order as soon as possible.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may vary.
Order by Phone or Mail
You may order by phone. You will need to include the full product description, item size, color, quantity and ALL of your contact information and send it to: firstname.lastname@example.org and insert the word "NEW ORDER" in your email subject line. OR CALL 239-770-4156. We will get back to you if you end up leaving a message.
Ordering by phone, hours are as follows:
Monday-Sunday 9:30 a.m. to 6 p.m.
However, if you leave a message on the weekend, we will return your call that evening or the following day.
Forms of Payment
We accept all forms of payment: Visa, MasterCard, American Express, and Discovery
To return item(s), the item(s) must be in new, unused, and in re-sellable condition with all original tags attached,and must be returned within 10 days of the original delivery date in order to receive a full refund. We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.)
If you need to return an item or want to exchange an item, please Contact Us first with your order number and details about the product you would like to return and or exchange. We will respond quickly with instructions for how to return items from your order. Note: If you cut or tear off the inside fabric white tag on the harnesses and/or clothes, you will not be given a refund or an exchange for then the item is considered used.
We reserve the right to determine if the item(s) are in fact new and un-used and/or defective. No refunds will be given for items that have been determined to have been used.
Once it is determined that a refund will be issued, please allow time for it to be processed, for we do not control the date it will be processed by your bank.
Special Note: We provide free shipping with your purchase; however, we are no longer providing free shipping with exchanges. Their will be a minimal shipping charge on all exchanges unless brought to our Ft. Myers retail store. Additionally, we are no longer allowing multiple exchanges (more than 2), so please make sure you measure your pet correctly.