Customer Service
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- Shipping & Delivery
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What shipping options do I have?
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In order to best service our customers, we ship our products from a warehouse located in the United states. Without exception we use the shipping carrier that is most appropriate for each product and is the most cost effective for our customers. The majority of our products are shipped UPS and Federal Express.
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Can I get express shipping?
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For select, off-the self products PetStoreUnlimited will try to accommodate express shipping request. Please be aware, there are products including some special custom items, are not available to be shipped express. The express shipping charge is based on destination, product size and weight. Please email us at: CustomerService@PetKlace.com to inquire concerning the availability of express shipping and for a cost estimate.
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When can I expect to receive my order?
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Upon completion of your order, you will receive an email confirmation from us with the details of your order. Delivery times may vary by item and are included in the item description.. The majority of the items ship within (2) two business days of order placement. Most special order items ship within 2-6 weeks of order placement. Pet Klace reserves the right to pass on to you a $15 re-routing fee if a package is re-routed due to an incorrect or incomplete address.
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How do I know if my order has been shipped?
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Upon completion of your order, you will receive an e-mail confirmation from us with the details of your order. Please allow 3-5 business days for delivery of most items.
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How do I get "Free Shipping"?
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Throughout the year Pet Klace may offer "Free Shipping" on select products for a limited time for promotional purposes. Pet Klace reserves the right to change "Free Shipping" promotions at any time.
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Do you ship to Alaska and Hawaii?
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Yes. Alaska and Hawaii shipments go by USPS Priority Mail and may incur an additional shipping and handling fee charge. Product shipped USPS First Class Mail will remain unchanged with standard shipping charge via USPS rates.
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Do you ship to Canada and International?
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Yes. Canadian shipments incur additional shipping charge, based on UPS Ground and USPS rates. Note: International shipments require delivery through customs which may delay delivery as much as up to (30) days. Average is 5-15 days for most deliveries shipped internationally.
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Do you ship to PO Boxes or APO/FPO Boxes?
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Pet Klace CANNOT ship to PO Boxes or APO, FPA Boxes, as FedEX and UPS will not deliver to these boxes.
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What happens if I refuse a shipment?
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Actual shipping charges will NOT be credited on refused orders, orders with bad or incorrect address. However, upon return of refused product, credit will be issued less the shipping cost and is subject to 20% re-stocking charge. Pet Klace subsidizes most shipping charges, so your credit holdback may exceed the published shipping prices. This policy applies to all orders, even those sent out with "Free Shipping".
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How do I cancel my order?
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If you wish to cancel your order prior to delivery, please contact us immediately at CustomerService@PetKlace.com or call us at 941-564-9494. Orders cancelled after they have been shipped will incur the original shipping cost and the added expense to return the product. Special order items cannot be cancelled once production has begun; the item was made exclusively for you and is non-refundable.
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What do I do if my order is missing items?
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All Pet Klace products are shipped directly from our location, so some orders containing multiple products may ship in more than one box. If your order is missing items, please contact us immediately email : CustomerService@PetKlace.com and we will make the appropriate arrangements to complete; correct your order.
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- Privacy & Security
What is your policy?
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This is the web site of Pet Klace. We can be reached via e-mail at CustomerService@PetKlace.com. We collect payment information (e.g., credit card number and billing address), no information on consumers who browse our Web page. The information we collect is disclosed when legally required to do so, at the request of governmental authorities conducting an investigation, to verify or enforce compliance with the policies governing our Website and applicable laws or to protect against misuse or unauthorized use of our Website and order fulfillment. With respect to cookies: We use cookies to store visitors preferences, record session information, such as items that consumers add to their shopping cart, record user-specific information on what pages users access or visit, alert visitors to new areas that we think might be of interest to them when they return to our site. If you do not want to receive e-mail from us in the future, please let us know by sending us e-mail at CustomerService@PetKlace.com. If you suppy us with your postal address on-line you may receive periodic mailings from us with information on new products, special pricing and services or upcoming events. If you do not wish to receive such mailings, let us know by sending us e-mail at the above address. Please provide us with your exact name and address. Persons who supply us with their telephone numbers on-line will only receive telephone contact from us with information regarding orders they have placed on-line. With respect to security: We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our site. If you feel that this site is not following its stated information policy, you may contact us at CustomerService@PetKlace.com.
- Returns & Replacements
What is your return policy?
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All returns are required to have a Return Authorization Number issued within 30 days of the date of purchase, unless otherwise stated on the item's page. Once the Return Authorization Number is acquired, you have 30 days to return the item(s). All returned items must be unused and in new condition in their original packaging including all hardware and instructional components. Items are also subject to a 20% restocking fee. Any returned item deemed not to fall within the preceding criteria will be returned with no credit issued at the customer’s expense. Once your return has been inspected please allow 15 days for credit to be applied to the credit card used for purchase. Initial cost of shipping is not eligible for refund. To request your Return Authorization Number, please follow these steps: 1 - Read and agree to the Returns Policy and Procedure above. 2 - Email: CustomerService@PetKlace.com or call # 941-564-9494. - Please have your order confirmation ready; we will need your order number and the Item ID number of the product you wish to return. Refused Orders - Should you decide that you wish to refuse receipt of an item when delivered by UPS, USPS, FedEx or common carrier and legitimately ordered from us, credit will be issued for the item, minus shipping and restocking charge of 20%.
