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Comparing Our Return/Exchange/ Policy and Others:

If you visit most of our competitors we are convinced you will find the same practices, except we believe we are more liberal.  Please read below for more explanation.

    We find that although Customers naturally do not like our not refunding our cost to ship to them when they return/exchange, they do understand and accept it; some, however, are surprised at the actual cost of that - especially on exchanges; others at the 25% restocking fee on free shipping items for returns and exchanges.
   It is expensive in today's environment of high oil prices to ship anything, especially the items we sell. We can sometimes eat that cost to get a sale, but a return/exchange is a double cost.
                So:
1) we go to a lot of trouble on our site, in advance of selling to you, to warn you about our return policy and the costs involved with returns/ exchanges.
2) We do not forgive the cost to ship to you if you return or exchange at your choice.
   If you visit our competitors we believe from our research, that you will find the same practices, but often more onerous than ours, with both a charge for the shipping plus a hefty restocking fee.  And their policy is often in the fine print and not so openly stated as ours is.
   The main difference between us and others when it comes to returns, or simply problems or complaints is -- based on customer comments which are 99% positive --  we are available, we answer, we are upfront with our warnings about the cost, and that -- on either returns or exchanges, with us there is no quibbling, no questions asked, no argument, and a helpful and cooperative attitude with few impediments to making your return/exchange easy and in the case of exchanges, timely.

 

 

 

Uncertain where to return? Contact Us 

If you have extenuating circumstances that prohibit your ability to meet our expectations on returns call or email us.  We are understanding if there is a reasonable explanation.  Contact Us 

PRIVACY GUARANTEE: WE DO NOT SELL, GIVE OUT, DISTRIBUTE, IN ANY WAY, YOUR INFORMATION WHEN YOU ORDER FROM US, except as necessary to fulfill your order.  Period.

 

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OUR EXCHANGE, RETURN POLICY, SATISFACTION and PRIVACY GUARANTEE 

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Privacy statement is HERE.

Satisfaction:  Shipping costs are not refunded unless you got the wrong item, or the item is flawed. This includes items with free shipping, because, though we did not charge you what we paid to ship to you,  we were charged by UPS or FEDEX, etc. to ship to you, and what we paid for that is not refunded to you if you return the item.  (Please see below for more on free shipping returns)   Please understand this in advance of your purchase and your return.  Shipping our products to you, many of which are oversized by UPS/FEDEX standards, can be very expensive, and it can be more expensive for you to ship back to us than you might think, usually more than the price we pay to ship to you. These shipping costs are not forgiven, refunded, etc on returns. So, please, choose your size and color carefully on your initial purchase.  Most returns are because of size issues.  Our advice on choosing sizes is here.

Our policy on returns is simple and fair to you and to us:  If the product you get is flawed or not what you ordered, 100% refund of the total price, including the shipping --  or we replace the product, free of charge to you, and no quibbling, no hassle, no long arguments, no questions:  you get your money back or you get what you ordered at no expense for the replacement. We do not, however, make up for our mistakes by overnight or any other expedited shipping.  We ship the replacement at regular UPS ground, or we will refund your money. Your choice.

If you get what you ordered but find you chose the wrong size, or you don't really like the color, or your pet just will not use it, or it does not fit  where you thought it would,  or your pet died and you don't need it, you can return it, again no quibbling from us, and no questions and no argument, and the product price is refunded.  But not the cost of shipping it to you, or the cost of returning it.  We do not provide "return address labels".  If you are returning a flawed product or product shipped in error we issue a call tag which pays UPS to come to your residence or office to pickup the product.   

WHEN YOU CONSIDER THE COST OF SHIPPING THESE ITEMS TO YOU AND THEN RETURNING THEM please do not think in terms of CDS, books, or even clothing.  This is more like furniture.  Packing and shipping them is time consuming, the items are bulky and the UPS charge to ship is fairly high. 

Items offered with Free Shipping:  if you return these items at your choice (ie: not our fault, you chose the wrong size, or a color you don't like, or your dog will not use it), your refund is reduced by a  25% return fee to cover the cost of shipping to you, which we did not charge you when we sent it to you, but which we did pay to UPS/FEDEX or some other shipping agent, and a restocking fee the manufacturers charge us.

There are Time Limits on Returns.  In general you should return within 30 days of receipt of product.  Your return should be in its original condition:  clean, pet odor, debris free.  

All items must be returned in original, re-usable packaging and be received in original, re-stockable condition in order to receive a full refund. Otherwise, you receive no refund or a reduced one, by as much as 70%.

Contact us by telephone or email prior to your return and and we will provide you with a return shipping address (all items are returned direct to the manufacturer). It is a good idea to insure the return for its value, usually a minor cost.

Include your name, address, phone and the Quality Pet Supplies Purchase Order number  with your return.  That number is near the top of the page of one of the papers packed with your order. and is generally in this format:  "PURCHASE ORDER 1XXXX- refer to this number on returns/exchanges.  Note to Customer:  Please do not make..."    

Once you have shipped, email the Tracking Number to: Contact Us    Include in the email your name and phone number and original purchase order number.  This helps us keep an eye on and credit your return. When the manufacturer receives it we will credit the card you used for the purchase.  DO NOT MAKE RETURNS TO OUR ANDERSON, SC ADDRESS, THAT IS AN OFFICE, NOT A STORE.  RETURNS ARE MADE TO THE MANUFACTURER.

Exchanges:  If you wish to return one product in exchange for another, treat it as a new sale. Notify us of your intent by email to: Contact Us .  Return the one you have; we will credit for the product (not the shipping, or if free shipping, minus the return fee ); purchase the desired replacement on line.  

We do not sell or rent or give out in any way any information our customers provide us,   except as necessary to fulfill the order  -- with manufacturers who ship for us, with delivery companies, UPS, Fed Ex, US MAIL, DHL, etc., and credit card processing companies that effect your charge.  And we do not abuse your email address: we will not email you again, unless needed to correct/amend an order, or discuss it/or questions you have.

© Quality Pet Supplies    An Internet Business, since August 1999.   Tel 1 800 260 1468 or Fax 1 864-260-9779  Suite 137, 3300D North Main St.,  Anderson, SC 29621 

 

Flawed Products. If your return is because the product is flawed notify us immediately.  You are entitled to a full refund, or a replacement free of charge.  

Personalized products (for example, Monogrammed products)  are not returnable. 

Please take the time to make an informed choice. It is best to ask for help, if you are uncertain whether the product will meet your needs.  Contact Us  for advice, we will help as much as we can, but we will not make the decision for you or offer to do that.  Ultimately, you decide.