1.- Please examine your order as soon as it arrives. In the event of a discrepancy, you will need to notify us within 48 hours by email. To qualify for any adjustments or credits, the issues must be reported by the next business days.
2. In the event of any damage or defects, please email the details and attach pictures to support the problem to customerservice@petpalace.com. If an item is damaged in transit by the carrier, the said carrier may require an inspection. A return label will be emailed to you upon tracking verification of the return. A replacement product will then be shipped.
3. If the wrong item is sent, please notify us by email within 48 hours and include the SKU number located on the item(s). Email to customerservice@petpalace.com including the order number in the subject line and details about the item(s) you would like to return. Order fulfillment is based on the product SKU #. A pre-paid shipping label will be emailed to you and the correct item will be sent at no additional shipping cost.
4. If an item does not fit, is not liked, or does not work for your application, (there are no guarantees expressed or implied otherwise) please notify us by email within 48 hours.
(Note: All Pictures shown are for illustration purpose only not exact colors, manufacturers do substitute materials) and we will accept a return of the product for a refund or credit (not including the original shipping cost). No returns on fish tanks.
5. The returned item(s) must be in an unused condition and shipped back within 15 days of the date of receipt. All items must be returned in the original packaging, unopened, along with all accessories, warranty cards, manuals, etc. It is the buyer’s responsibility to pay the shipping costs of the return. We are not responsible for return packages that are lost or damaged.
6. When a return is received according to the stated terms, a refund or credit will be issued within 72 hours by the original method of payment.
7. Cancellation requests for an order can be made if the order status is not confirmed (product allocated/reserved) and sent to our warehouse for processing. If the request is made after the order was confirmed (email sent) forwarded to the warehouse, a restocking fee may apply.
8. In the case of a non-delivery (order not received), proof of delivery by the carrier will serve as proof of delivery.
If Carrier attests to the package being delivered but it is missing (stolen) by one of the so-called porch pirates petpalace.com cannot be held responsible.
9. Every effort will be made to provide timely delivery of orders placed before 3 p.m. of said business day. However, the shipper cannot be held responsible for errors in shipping times or delays. The shipper reserves the right to change a carrier in the interest of expeditious or safe delivery.
Warranty
Most products we sell are covered by the manufacturer’s warranty. We will gladly assist you in contacting the manufacturer or we will do it for you to ensure your satisfaction with our service. Simply contact us with your order number and details about the product.
Shipping
Orders placed with petpalace.com will be processed immediately upon receipt. Most items will be shipped within two to seven business days; however, circumstances such as product availability for specific items may cause delays.
Standard Shipping
Standard shipping within the continental United States operates via FedEx Ground Services, UPS, or USPS (the post office). Shipping charges are based on actual weight and/or dimensions and reflect the discounted partner charges established by the carrier.
We will provide the quickest possible processing of your order; however, we reserve the right to change the shipping method on all items to obtain the best available service and pricing.
Items Requiring Special Shipping
Aquatic plants are shipped Monday through Wednesday to your door via FedEx Second Day Air or priority mail.
No returns on plants.
Frozen orders are shipped via Next Day Air. No returns. We will ship the product on the first day it is available. Therefore, Next Day does not always mean the order will ship the next day after the order is placed.
Any issues with Plants or Frozen must be reported by Email within two (2) hours of delivery as stated by carrier.
Shipping of fish tanks, cabinets, and oversized orders are limited to specific carriers. They must be shipped by common carrier or FedEx terminal truck freight. This is the most economical way to ship these items. The minimum shipping cost is $250.
Refusing Delivery
If you refuse your delivery, you will be responsible for all shipping costs and a restocking fee. If the order contains live aquaria or frozen food, there will be no refunds.
Shipping Address Error
If an order is returned due to an incorrect address entered by the customer, additional re-shipping costs will apply.
