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 Terms & Condition
 

Cancellation, Modification, Refund, Credit and Return Policies

Customer satisfaction is of the utmost importance to us and we have established policies to insure customer satisfaction as well as deal fairly with any problems you may have when it comes to your product. You can return a product to us within 30 days of the date of shipment. Because of sanitary reasons, there are some products that are not able to be returned. If you have any problems with any of our products regarding defective materials, you can contact the manufacturer for a replacement or repair after the 30 day return period.

Returns to Best Pet Products must be accompanied by a return merchandise authorization number (RMA) that is clearly marked on the box used for the return. Return all products to Best Pet Products at (address).

Get the authorization number by going to returns@BestPetProducts.com. Provide information such as the following:

  • Date of purchase
  • Sales order number
  • Your name
  • Reason for return request
  • Present condition of materials, product and packaging.
  • Your contact information such as email and phone

Bear in mind that some products cannot be returned due to health and safety issues. These include used mop covers, soap, HEPA air cleaners, nebulizers, etc. Defective items however, will be replaced.

To make returns more convenient and efficient, Best Pet Products issues an RMA number by e-mail or telephone.

Customers who are returning an item must prepay shipping rates when returning an item to Best Pet Products. The product must be shipped for a return within 5 business days after the RMA is issued. After 10 days, the RMA number expires. To track returns, visit returns@BestPetProducts.com.

Guidelines for Order Cancellations, Modifications, Replacements, Damaged Products and Refunds:

  • Cancellations or modifications of orders: If you need to cancel an order or modify the order, please contact us by phone prior to the order shipment. Best Pet Products assumes no responsibility for orders cancelled by email. An order cancellation fee of 5 percent applies to any order cancelled after funds are deposited and before shipment. If you need to cancel or modify an order after shipment, Best Pet Products return policies apply.
  • Replacements: If all tracking efforts fail, a replacement will be shipped for any merchandise that is not received. Any defective, broken or unusable products are replaced without charge if you report the item as defective within 30 days after shipment.
  • Damaged products. If you get a smashed or broken box, refuse upon delivery so that it will be returned to us and report the incident immediately by telephone, email or fax to Best Pet Products. Claims will be accepted up to 10 days after the receipt of the damaged product and a replacement will be sent immediately.
  • Incorrect shipments: Best Pet Products does our best to make sure that we fill all of our orders correctly. If there is an error, please check the box carefully and notify us right away by phone, email or fax. We will accept claims if there is an incorrect shipment up to 10 business days after the receipt of the order.
  • Credit Memos: Products that are returned within 30 days after shipment are subject to a credit memo for the cost of the product less any shipping and handling charges. Credit memos are good for 90 days after they are issued and can be used to purchase products from Best Pet Products. Any difference in costs upon purchases are charged to your credit card. Credit memos cannot be redeemed for cash.
  • Refunds to your credit card or by check are limited to items that are able to be restocked and are subject to a 20 percent restocking fee. Shipping and handling fees are non refundable and customers must pay for all shipping fees to send the product back to Best Pet Products. No cash or checks will be issued to items that are charged on a credit card.
  • All Products Eligible For A Refund Must Have All Original Packaging Parts and be in an unused condition. We reserve the right to refuse credit or issue a refund for an item that is non refundable due to health or sanitary reasons or in which the item does not meet the standards for restocking.

Products received for a refund that are not eligible for a refund are returned at the expense of the customer or are discarded.

  • Our Billing and Shipping Policies protect our customers from fraud.
  • We offer our customers a secure online credit card approval system that matches zip code, billing address and card number. Our credit card orders are processed through Authorize.net. Providing the wrong information or using credit cards not issued by United States Banks can result in the prevention of the completion of any order. If funds are authorized and returned at a later date, Authorize.net will not process the information. Authorize.net will not process any orders that do not go through the Address Verification System (AVS).
  • Address information: Credit card information should match your entry on the site. BestPetProducts.com accepts cards through the AVS system. If you have any problems with getting a credit card order accepted, contact us at (contact information).
  • To protect against identity theft, BestPetProducts.com will often require customers placing an order to acknowledge physical possession of the card by having the security code as well as expiration date on the card. In the case of a fax order, make a copy of both the front and back of the credit card as well as the top of any recent credit card statement and send it to (fax number).
  • Information about credit card charges:
    • Declined transactions are authorized against your credit limit but will usually expire in three days. No actual charge is made.
    • The charge against your credit card will usually be settled within two to three business days.
    • Credits to your credit card will appear in five days after submission.
  • Card Verification Number:
    • A credit card verification number is also called a security code and is used to verify that the credit card is actually in your possession at the time of use. The CVN number is usually imprinted on the back of the card and consists of three or four digits that appear after your card number on the back of your credit card.
    • Once your order is processed, it will usually take one to five business days before it is shipped. If items are temporarily out of stock or unavailable, you will be notified by email or phone and a complete refund will be made to your account. Items are shipped from the warehouse are shipped either UPS, Federal Express or USPS, depending on the item.

 

Contact us at Best Pet Products if you have special large orders or discount orders so shipping can be customized to your location. There are discounts available for some items purchased in quantity.

No COD shipments. All shipments must be prepaid unless prior arrangements are made. There is a charge if third party billing is requested.