Thank you for your interest in PoochPad Products. Please call or leave us an email with any questions or comments. PoochPad Products, Inc. P.O. Box 470877 Celebration, Florida 34747-0877 Customer Service 888-PoochPad (888-766-2472) Fax: 800-852-6148 Corporate 888-232-2732 Fax: 888-999-2741 poochpad@smartcity.net Free Shipping Policy Free shipping offer is for orders of $50 or more that are shipping to destinations within the continental United States. Free shipping is UPS Ground only. To receive free shipping, select "UPS Ground" as your shipping method during checkout. If your order is $50 or more, your shipping address is within the continental U.S., and you select "UPS Ground" as your shipping method, no shipping cost will be charged. ORDER AND PAYMENT POLICY Payment Methods All orders must be pre-paid by credit card. We accept Visa, MasterCard, Discover and American Express. All transactions are processed via a secure server which protects your credit card and personal information. If your are not comfortable with submitting your credit card information over the internet, simply call our Customer Service department toll free at 888-PoochPad (888-766-2472). Confirmation of Your Order You will receive an e-mail confirmation once your order is processed. If there is a problem with your order you will be contacted via e-mail with an explanation of the problem and possible solutions or a request to contact our Customer Service department at 888-PoochPad (888-766-2472). Sales Tax Based on the recipient’s mailing address, sales tax may be added. At this time, a 7% sales tax will be collected only for orders for the state of Florida. RETURNS & SHIPPING Shipping We process orders Monday through Friday, excluding Holidays. Orders are shipped via UPS Ground unless a more rapid service is selected. Orders are shipped within 4 working days. This means you should receive your order within 10 working days. Incorrect or undeliverable addresses and refused shipment resulting in the order being “returned to shipper” will be charged for shipping fees. Current Shipping Rates Shipping is actual UPS charges for the “ship to” address. We ship UPS Ground unless a faster service is selected. Rates will be displayed on final “Checkout” page. Express shipping is available and the charge will be actual charges. International, Alaska, Hawaii Shipping We do ship to all locations. You will be charged with the actual rates charged from UPS. Availability & Back Orders All items are routinely available for shipment Items may be out of stock periodically. You will be notified of the date the item will be shipped via e-mail. Product Guarantee We fully guarantee all products against defects in manufacturing and craftsmanship. Additionally, we guarantee our products for 1 year or 300 washings, whichever comes first. Return & Exchange Policy It is important that you measure carefully for products that are size sensitive such as pads for crates and kennels. We understand that occasionally it is necessary to return an item for exchange. We can only accept returns and exchanges of unused items. Returns and exchanges are accepted within 2 weeks of delivery of the item and require a return authorization number. Please contact us before returning an item for shipping instructions and to get a Return Authorization Number. We cannot process a return or exchange without this.