OUR NO-HASSLES PROMISE TO YOU
We want you to purchase anything in this catalog risk-free. You'll usually find our product descriptions more complete than other pet supply catalogs. 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
- It is what you expected
- It fits your needs
- 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 call the service center for a Return Authorization and instructions for where to ship the item (particularly large cages or crates), as some come from and must be returned directly to the manufacturer's shipping center instead of our own warehouse. 1-512-292-4738 M-F 8:30 am to 5:00 pm
Also tell us what instructions you have concerning replacement, substitution, or refund.
Send any return prepaid, insured, in new, unused condition with its original parts, instructions, packaging, and your invoice (or a copy) within 30 days of the date on the original invoice.
Items that do not meet these few conditions will be subject to a restocking fee or, at the Company's option, returned to the customer without a refund. Shipping costs on any package returned to you will be charged to your account.
Click Here to download a Return Authorization Form
We are not responsible for damage which occurs in transit by return nor do we accept COD returns.
When we receive your return, we'll exchange it or refund the purchase price (less shipping and handling*), whichever you prefer. (Please allow 10-21 days for credit issue)
* Items which were shipped by free or promotional discounted shipping will be back-charged normal shipping charges before any credits can be issued.
* Items shipped directly from the warehouse of a manufacturer (ie: wire crates, car barriers, gates, and grooming tables and accessories), will incur a 25% restocking fee upon their return.
We are 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.
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.
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, 7 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. Our sales staff will be delighted to help you make a new order for additional items or access return forms to return an unwanted item Monday through Friday 9:00am-5:00pm United States CST. You may call: 1-512-292-4738
If you wish to cancel an order after we have processed or shipped and before you have received it, please call our service desk to request an authorization to refuse receipt to avoid the 20%-50% 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. Call 1-512-292-4738.
We cannot re-route or stop a shipment that has already entered UPS or FEDEX systems.
We strive 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.
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 call our customer service department within 24 hours. (1 business day)of receipt. 1-888-738-3976.
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 our customer service department within 24 hours to report any damage sustained.
If you find damage subsequent to delivery, save all of the packaging and packing materials and call our customer service department within 24 hours (1 business day) of receipt. 1-512-292-4738 or 1-888-738-3976.
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 discount Dog Supplies within 24 hours of delivery. If the driver prevents full inspection, write "Driver refused inspection" on the shipment manifest before signing it.
Once the motor-freight product is accepted by the Customer without notation of damage, damage incurred becomes the responsibility of the Customer, and (while we will help file any latent damage claim for you) we are 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 call our customer service department within 24 hours (1 business day) of receipt. 1-512-292-4738.
PET DAMAGED ITEMS
Damage due to pet behavior:
While most manufacturers warrant 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.
Dataweb, Inc, FuturePets.com, and Aquarius Enterprises, Inc. 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 warrantied to be escape or tamper-proof. Discount-Dog-Supplies.com, Aquarius Enterprises, Inc., DataWeb, Inc. 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.