HOW DO I ORDER?

 Simply insert the quantity of any item you wish to order in the “Add to Cart” button. That will transport you and your desired item to the shopping cart where you can see and/or adjust the items you have selected for purchase.

(IF your shopping cart comes back "EMPTY", it is usually an indication that you have not used the “Add to Cart” button to add your choices to the cart.)

1. Once at the secure cart, you can preview your order as it accumulates (including normal ground shipping charges to lower 48 US) and then return to the page you were shopping.
2. When you are satisfied with your purchases and wish to have the order processed, proceed to checkout.

HOW DO I PAY FOR MY ORDER?

CHARGE: For most orders, we accept Visa, MasterCard, and Discover.

CHECKS: Personal checks, money orders, cashier's checks, business checks, and government or institution-issued checks are accepted by pre-arrangement only. Please email us with your request. Checks must be for the EXACT amount of the purchase including any shipping and handling charges plus a $10 handling charge. We reserve the right to hold your order until check clearance is guaranteed.

ARE THERE SERVICE/HANDLING CHARGES?

Orders under $25.00 incur a $3.00 service charge.

We would love for you to order anything you like. Even the smallest orders are important to us. However, because our prices are discounted, and in order to keep our prices to you at the lowest possible level, we must charge a $3.00 service fee on orders under $25.00.

DO WE HAVE PRICE CHANGES?

Because we deal with many of suppliers and manufacturers and suppliers' prices change, our prices are in constant flux. Prices in our internet catalogue are kept current to the best of our knowledge, and are rarely different than the site shows. However, we are not responsible for typographical errors, and prices and availability are subject to change without notice.

We are sorry for any inconvenience regarding this issue. 

 WHAT ABOUT BACKORDERS AND DISCONTINUED ITEMS?

From time to time (and much to our dismay), shortages and out of stocks will occur. Items may be backordered for three reasons:

• There is more demand for the item than we originally anticipated, and our suppliers have to re-supply us with the additional inventory.
• The manufacturer has failed to ship to us in a timely manner due to a shortage of parts, materials, etc.
• Transportation strikes, natural disasters, etc.

When we experience an out of stock situation, your entire order will be shipped at one time if the out of stock item arrives within 5-10 working days of the date of your order.

If we don't anticipate being able to restock quickly enough to meet the 10-working day limit, your order may be shipped minus the out of stock item. At that time, out-of-stock items priced over $15.00 will be treated as a backorder unless the customer requests that we not ship backorders. Out-of-stock items priced under $15.00 will be deleted from the order, and you will be asked to re-order at another time.

For standard-sized backordered items, freight will be calculated on the entire order, charged on the first part, and the backordered items will be sent as quickly as possible with no additional freight charges. Oversized-backordered items (those marked with * ~ or ++) will be charged the actual freight when they are shipped.

If we don't anticipate re-stock of an item in a reasonable amount of time, your order will be shipped minus the out of stock item, and you will be asked to re-order at another time.

Discontinued items will, of course, not be shipped.

You will receive a notice by email indicating the dispensation of any items not shipped.

HOW DO I DETERMINE SIZES?

 No two animals are alike. We will print the most accurate details possible of item sizes and recommendations for fit if we know them. However, all sizes are approximate, and we can NOT guarantee items as far as the fit for your individual pet.

Bedding is sized as human linens are sized - before the seams are sewn and the item is stuffed. Therefore, when the item is stuffed, its apparent length and width may seem smaller than the un-stuffed dimensions.

Collars are different from different manufacturers. Some print a measurement that is from tip of buckle to tip of material. Others measure from middle of buckle to longest hole. We try to make this clear on the site and give you a general idea of how to measure to get a good fit. Of course, the fit is neither exact nor guaranteed due to the variation in individuals. If your pet is likely to gain weight or grow, you will also want to plan a little extra growing room.

All dimensions are approximate. We try to be as accurate as possible but do not guarantee precision beyond accuracy within an inch or so.

IS THERE SALES TAX?

Retail tax is charged only to shipments shipped to or ordered by persons living in Texas. Even Texas residents can save on taxes! Our tax rate is 7.25%!

OUR NO-HASSLES PROMISE TO YOU

We want you to purchase anything in this online catalogue risk-free. You'll usually find our product descriptions more complete than other pet supply catalogues. We feel that the more you know about a product, the more likely you are to like it when it arrives.

That's important to us because when you do receive a product from us, you have 30 days from the date of the invoice to decide if

1. It is what you expected
2. It fits your needs
3. It is what you want

If, upon viewing an item, you're not delighted with any merchandise you buy from us, just return it to us or to the shipping center from which it came in new, unused condition.

Please review the information on the Shipping Page for information on returning your merchandise.

NON-RETURNABLE ITEMS

Pawsitive Pamperings.com is always concerned about your satisfaction. However, we regret that vaccines, prescription items, personalized items, books and videos, and special order items such as Electric or Hydraulic Grooming tables, Dog Boxes, Modular Kennels cannot be returned to us unless there is a defect in workmanship in which case we will replace with an identical product.

MANUFACTURER'S WARRANTIES

We carry the best products, and our customers experience very few problems. However, should you experience a problem with any item during its manufacturer's warranty period, you can turn to the manufacturers with confidence. We'll gladly help you get in touch with them directly to save you both time and expense.   Please contact us by email.

ORDER CHANGES & CANCELLATIONS

Once an order enters the fulfillment process, it cannot be changed or cancelled. We send orders directly to the warehouse, 24 hours a day, 5 days a week. If it has left customer service to enter the shipping process, it cannot be cancelled by you or by our customer service department.

If you wish to cancel an order after we have processed or shipped and before you have received it, please email us to request an authorization to refuse receipt to avoid the 20% restocking fee (except in the case of metal cages or special order items, which are charged the restocking charges regardless). Due to UPS and FEDEX Policies, shipping will be charged both ways on refused items.

We cannot re-route or stop a shipment that has already entered USPS, UPS or FEDEX systems.

SHIPPING REFUSALS

Pawsitive Pamperings.com strives to give you the best service available anywhere. An order placed and shipped from our warehouse at your request is considered your responsibility as soon as it leaves our warehouse. Should you decide that you wish to refuse receipt of an item legitimately ordered from us (which has already been processed and handled through our order and shipping department) credit will be issued for the item, minus shipping charges both directions and minus a 25% restocking fee.

DEFECTIVE MERCHANDISE

We purchase from the most reputable manufacturers and there is rarely an issue with defective products. However, factories make the occasional mistake.

If an item doesn't work properly, please call the manufacturer (listed in the product literature) or e-mail our customer service department to report the problem immediately. In most cases (because we're not experts at diagnosing problems), we will put you into direct touch with the manufacturer.

In all cases, save all of the packaging and packing materials and email us within 24 hours. (1 business day)of receipt.  

Defective items will be replaced with the identical item or handled by the manufacturer directly.

ITEMS DAMAGED IN SHIPPING

We ship by the most efficient means possible. However, damage occasionally occurs.

If a package appears to have obvious damage on the outside which may affect the product inside, please refuse shipment at your door or ask the carrier to note the damage on his shipping manifest and call email us within 24 hours to report any damage sustained.

If you find damage subsequent to delivery, save all of the packaging and packing materials and email us within 24 hours (1 business day) of receipt.

Inspection prior to acceptance is even more important for large items shipped by Motor Freight carriers.

For Motor Freight Deliveries: The customer must inspect the delivered item for damage (both external and not visible from the outside) upon receipt of the merchandise. That requires removing any shrink wrapping, cardboard or other packing materials so that all aspects can be inspected. Any damage should be noted on the carrier's acceptance report, and such damage reported to Pawsitive Pamperings.com within 24 hours of delivery.

Once the product is accepted by the Customer without notation of damage, damage incurred becomes the responsibility of the Customer, and (while Pawsitive Pamperings.com will help file any latent damage claim) Pawsitive Pamperings.com is not liable for damage incurred subsequent to receipt and acceptance of the product.

In all cases of damage, save all of the packaging and packing materials and email us  within 24 hours (1 business day) of receipt.  

DAMAGED ITEMS

Damage due to pet behavior: 

While most manufacturers’ warranty against defects in workmanship, and UPS warrants against damage due to shipping, no manufacturer will warrant any product that is chewed up or destroyed by a pet.

Pawsitive Pamperings.com will not assume responsibility for injuries or damage (direct or incidental) caused by destructive pet behavior.

Kennel Behavior notice: 

Some animals will react negatively when placed in a kennel environment. Please ensure that your pet is properly trained or see your Veterinarian for assistance. People who own large or aggressive breed dogs should carefully select the type of modular kennel best suited for these dog breeds. No kennel is warranted to be escape or tamper-proof. Pawsitive Pamperings.com will not assume responsibility for injuries or damage (direct or incidental) caused by aggressive or destructive pet behavior.

SHOULD A MISTAKE OCCUR

We make every attempt to avoid errors in the processing of your order, but sometimes mistakes happen. When one does occur, please allow us to correct it.

HOW WE DELIVER ORDERS WITHIN LOWER 48 CONTINENTAL U.S.

We routinely ship Domestic (continental US) orders by UPS, Fed Ex, or USPS ground transportation. UPS and Fed Ex will not deliver to a post office box. For this reason, please provide us with a physical address for delivery rather than a Post Office Box.

Additionally, some very light weight orders may ship by regular post right to your mail box. Some oversize or inordinately heavy items may be shipped by Motor Freight. In that case, we will need your exact address to estimate charges.

Customers who request US Postal delivery or who give us only a Postal address to which to deliver will be delivered by USPS and are charged according to the policies for postal orders below.

Most orders can leave our warehouse within 24-48 hours of receipt of the order.

**Aerosols and some products with hazardous contents such as pesticides (defined by the govt) cannot ship by air

FREIGHT CHARGES FOR ORDERS WITHIN LOWER 48 CONTINENTAL U.S.

Pawsitive Pamperings.com ships for as low as $8.95. Domestic ground shipping charges on most orders are inexpensive and easy to calculate before you finalize your order.

Standard Shipping Contiguous 48 States

$1.00 to $50.00 – add                     $8.95

$50.01 to $75.00 - add                    $9.95 

$75.01 to $100.00 – add                $10.95

Over $100.00 – add                        $11.95

Some items incur Oversize Shipping charges added to the Standard Shipping charges above.  Those items will have the oversize charge notated by “s” in their description line and the charge will be added to the item’s price in the order cart.

Some items (particularly items shipped by Motor Freight) may need to have freight calculated individually for each order depending on the destination. 

In some places in our catalog, items are listed in case quantities. For those items, orders of multiple single packs will be billed at multiple pack rates where the number of individual items equals the multiple pack.

Because we have not anticipated all possible large volume or extra heavy purchases to single individuals, heavy or large volume orders may incur extra shipping above that calculated by the order cart. We reserve the right to limit quantities and/or charge actual shipping charges on bulk quantity orders weighing over 20 Lbs.

OVERSIZED ITEMS

An oversized item is one whose weight may be less than 30 Lb. but whose physical dimensions and bulky appearance take up extra room in the cargo area of the shipper's transport vehicles. These items are charged for 30 Lb of weight even though they do not weigh 30 Lb.

A double oversized item is one whose weight is over 30 Lbs and under 70 Lb. but whose physical dimensions and bulky appearance take up extra room in the cargo area of the shipper's transport vehicles. These items are charged for 70 Lb of weight even though they do not weigh 70 Lb.

NEED TO CHECK THE STATUS OF YOUR ORDER OR YOUR RETURN?

If you got an ORDER NUMBER, we got the order.

If you placed your order directly via the order cart on our site, you should have viewed a page which detailed your order (including any shipping and handling charges) and which also gave you your ORDER NUMBER.

Please have you have any questions regarding the shipment of your order, please email us, including the item number, and we will email regarding the status.

 If you did NOT get an order number, we did not get your order.

If, at the end of your on-line transaction, you received any message other than your ORDER NUMBER, (such as ORDER CART EMPTY) or you did NOT get an order number, your transaction may not have gone through. We download orders systematically during our business hours. If there is a question about whether your order went through, e-mail us and we will track it. If it did NOT get to us, we'll let you know.