|
|
| Sign Up
For Emails
|  |
|
|
|
|
|
|
| Home : Ordering Policies |
|
|
 |
|
|
|
|
|
|
PAYMENT
Orders must be paid at the time you place your order by MasterCard, Visa, American Express or Discover.
You can mail orders to:
That Pet Place
237 Centerville Road
Lancaster, PA 17603.
Use certified check, money order or personal check. There is a $30.00 fee for returned checks. Foreign orders should use American Express, money order or wire transfer in U.S. currency as payment, personal checks will not be accepted. Please call for transfer information. For your own protection, do not send cash. |
|
|
|
|
ATTENTION DEBIT CARD USERS
Modifying orders that are already being processed may cause funds to be temporarily unavailable on your credit or debit card. Please ask your customer service representative or banking institution if you have questions. We are not responsible for bank charges you may incur due to temporarily unavailable funds.
Customers mailing in their orders to us with a check or money order should be sure to add enough to cover the shipping cost, to avoid C.O.D fees. Orders paid by check with P.O. addresses, no addresses or starter checks must be held for approximately two weeks for check clearance. Any overpayments will be promptly refunded to you. Postal charges will be added automatically to credit card orders.
To help protect you against credit card fraud, we verify the billing and shipping addresses of your credit card with the issuer. If you are using a shipping address that is different than your credit card billing address, please contact your credit card company and request that they add this address as an authorized shipping address on your account. This helps protect you against fraudulent charges by anyone that might attempt to ship items to an address other than those you have authorized.
Our customer service department will make every effort to contact you if we are unable to verify your credit card information. If you have selected an expedited shipping service we will attempt to contact you immediately. Please provide complete contact information so that we can reach you as soon as possible. We cannot be responsible for delays due to inaccurate credit card information or unauthorized shipping addresses.
We will Meet or Beat any advertised (print only-no web offers) competitors valid offer on stocked items and valid prices. Meet or Beat policy does not apply to livestock. |
|
|
|
ALTERNATE SHIPPING back to top
Express shipping methods are available. Signature may be required. Please call for a price quote. In stock air orders will ship same day when ordered by 3 pm Monday-Thursday and 2:30 pm on Friday EST. FedEx cannot ship to a P.O. Box, APO or FPO address (these addresses are served by USPS).
Customers in Alaska, Hawaii, Puerto Rico and other areas outside the Continental United States should call for the best shipping method. Call about APO and Diplomatic Pouch restrictions. |
|
|
|
RETURNING MERCHANDISE back to top
To avoid returns we suggest you ask about any product of which you are unsure. Our Pet Professionals will be happy to answer any questions you may have. If you are not completely satisfied with any unused product, you may return it within 30 days for a full refund. In the event an item you receive is not what you expected, does not fit, etc., you may return it providing:
1. The item has not been used.
2. The item is in its original display package, which must also be in new condition.
3. All parts, accessories, warranty cards, instructions, etc. are enclosed.
4. The item was not purchased more than 30 days before.
We sell only new merchandise and would be unable to sell used or incomplete items. We are also unable to accept returns on items listed as "clearance".
You must have a "Return Authorization Number" from a Customer Service Representative (1-800-733-3829) before sending any merchandise back to us. All returns must also be accompanied by a copy of your invoice as proof of purchase. We are not responsible for return postage costs. Unless other merchandise of equal or greater value is ordered when we receive the merchandise, a 15% restocking fee will be deducted from your refund check or credit.
SHIPPING INSTRUCTIONS FOR RETURNING MERCHANDISE
Be sure the product being returned is packaged in a separate box with crumpled paper or foam for protection. We cannot be responsible for returned merchandise that arrives damaged because it was not packaged properly. We can not accept returns that arrive C.O.D. Make sure all parts, instructions, etc. are enclosed for all merchandise being returned. The products must be in their original display packaging. We recommend that our customers insure returned merchandise. |
|
|
|
MERCHANDISE DAMAGED IN TRANSIT back to top
If your merchandise arrives damaged notify us before returning it. We must be notified within two days to insure proper handling of your claim. Some shipping companies require that a representative come to your home. Remember to keep the original packaging. Do not discard the shipping box, after inspecting the damaged parcel, they will return it to us. This procedure needs to be followed in these rare occasions.
If there is a situation when you are shipping damaged merchandise back to us, be sure to get a "Return Authorization Number" (call 1-800-733-3829) and follow the shipping instructions under "Returning Merchandise" above. |
|
|
|
DEFECTIVE MERCHANDISE back to top
Always read the manufacturer's warranty on any product you receive and keep your invoices as proof of purchase. If the product is, or becomes defective, please notify us before returning it to us. Most manufacturers allow us to accept returned defective merchandise, but some prefer to have the customer return the product directly to them. We prefer to accept returns, but in some instances the customer is required to send the product directly to the manufacturer. These are all excellent companies who have quality products and great reputations, but they have their own specific policies on defective merchandise.
When sending defective merchandise back to us, be sure to follow the shipping instructions under "Returning Merchandise". We can only refund standard Ground UPS, 4th Class US Mail or FedEx Ground postage on defective or damaged merchandise. Do not ship by UPS Air Service, Federal Express, franchise mailers, etc. as the full amount of these methods of shipping cannot be refunded. |
|
|
|
OUT OF STOCK ITEMS back to top
From time to time, it is unavoidable, stock shortages will occur. Why?
1. Demand for an item is much higher than expected and our manufacturer needs time to
resupply us with the additional items.
2. The manufacturer has backordered the item due to a shortage of parts, materials, etc.
3. Transportation strikes, natural disasters such as floods, snow storms, etc.
If an item is valued at $10 or more we will backorder the product unless instructed by the customer not to do so.
We apologize should any ordered items be out-of-stock. When the item arrives in our warehouse it will be shipped to you immediately by best method (usually FedEx ground shipping) and you will not pay any additional shipping fees. We do not backorder livestock or frozen food. |
|
|
|
OTHER CONSIDERATIONS back to top
Our web site provides you with the opportunity to "see" what you are buying. You should be aware, however that the colors shown may not be exact. Manufacturer design revisions and color variations may exist. Prices, products, availability and offers are subject to change without notice. That Fish Place/That Pet Place is not responsible for graphical display or typographical errors.
The website reflects the inventory in our warehouse: not our retail store. If you wish to know if a product located on the website is also available in the retail store, please call 888-842-8738. |
|
|
|
|
|
| |
|
|
