The Puptection.com online store enables you to purchase products which will ship from our warehouse in Chicago, IL or New York, NY.. We only ship to U.S.. We cannot and do not ship to Australia, Asia, the E.U., Great Britain, Canada, New Zealand, or anywhere else for that matter.
Orders are typically processed the next business day after having been placed in our online store, and ship within two business days after that. Orders placed on Friday after 9 am Cental Time and on weekends will be processed on the following Monday. All orders ship United States Postal Service Priority Mail or First Class Mail and can expect to reach their destination within two- five business days once shipped. In summary, you may expect your order within six business days from the time you have ordered but many times it is sooner. All orders under $100.00 ship for flat rate of $9.95 to the United States and Canada and free shipping for orders over $100.00. No extra shipping will be charged for orders that qualify.
Cancellations, Returns and Refunds
If you need to cancel your order for any reason, please contact us within 24 hours after having placed your order to assure we do not proceed with shipping. If we have already shipped your order you may refuse delivery from the U.S. Post Office and the order will be returned to us. Please contact us at [email protected] if this is the case. Once the package is received back at our warehouse in good order, we will contact you and process your credit refund. A handling charge of between $2-$10 may apply on these and other returns if your order is not cancelled in a timely manner before shipping and will be based on the size of the original order.
Please notify us immediately on receipt of your order if your product arrived damaged or if the wrong item, wrong quantity, or wrong item size was shipped. It is our priority that you shall receive the goods exactly as you have ordered them and in good condition. Damaged or mis-shipped goods will be replaced by us at no charge to you the customer. Contact us at [email protected] if you experience any problems.
We will issue a refund/credit if you are not satisfied or change your mind about your purchase and notify us within 14 days of product receipt. It must be returned in the original packaging, in unused, unopened, new condition. Returned product is subject to a 20% restocking charge. If the returned product is not received in original packaging, is used, opened or damaged. Returned product is subject to a 50% restocking charge.
Please make sure you make an informed purchase. Any pet food or supplement sold in our on-store is a FINAL SALE. For quality control reasons we do not re-sell food items returned to us open.
We can not accept food returns for the following reasons:
- *Customer changed their mind and no longer wants the product.
- *Customer thought product was something else.
- *Customer’s pet(s) did not eat product.
- *Customer’s pet appears to have an intolerance to product.
- *Customer wishes to exchange product after allowing it to expire
In extraordinary circumstances we will issue a full or partial refund of the original purchase price at our discretion (shipping is NOT refundable). Contact us and tell us what happened: [email protected]
For returns of non food items (toys, catnip, treats & etc..) they need to be in new and unused condition and you must also contact us at [email protected] for an RMA number and instructions for the return. We will also need a reason for the return. If it is an incorrect size or color, postage back to us will be the customers responsibility but we will re-ship the different size back to you at no further charge one time only. We appreciate your reading and the understanding of our policies.