ORDERING

Placing an order
Ordering online with petpalsmarket.com is as easy as 1,2,3. First, browse through our selection of exciting items and choose the item(s) you would like to purchase. Then add the item to your shopping cart and proceed shopping or continue to check out. That's it! It's that easy.

Canceling my order
After you have clicked "Place Order," your order begins to process and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must email a Customer Service representative. Please note that most orders process quickly and can enter the shipping process within minutes. If your order has already entered the shipping process, it cannot be changed or canceled.

Sales tax
Petpalsmarket.com is required by law to charge appropriate sales tax for orders which ship to addresses within the state of Illinois.

Security
Totally! We use Secure Socket Layer (SSL) encryption to ensure that your personal information cannot be intercepted and read by a third party. Your personal information and your credit card information are converted into bits of code that are transmitted securely. None of our customers have ever reported fraudulent use of their credit card information as a result of giving it to us over the Web, but if you ever suspect that your credit card information is being used without your knowledge, you should contact your credit card company immediately.

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RETURNS

Return Policy
We want you to be fully satisfied with every item that you purchase from Pet Pals Natural Pet Market. If for any reason you are not fully satisfied with any item, please return it to us within 30 days from the ship date. We will make any changes you like, including an exchange, credit to your account, or a refund. Shipping and handling is non-refundable. We cannot accept damaged or soiled items. Pet Pals Natural Pet Market reserves the right to refuse any return at our discretion. Please allow 15 business days to process your returns.

Custom Order Policy
Please measure your pets properly and proofread any names carefully on engraved items, as custom orders cannot be cancelled, exchanged or returned. These include personalized items and special orders, as well as any item that is noted as a custom order on the product page. Please note that custom made items ship directly from our designers, so they may exceed traditional ship times.

Return Instructions
Please fill out the return portion of the packing slip and be sure to indicate the action codes as applicable to each item being returned.

Please send all returns to:

Pet Pals Natural Pet Market

Attn: Returns Department
115 W. Main St.

West Dundee, IL. 60118

If you have any questions or concerns, please feel free to contact us at returns@petpalsmarket.com or call (847) 426-6180.
Please securely pack your returned merchandise to protect it from damage during shipping. Be sure to retain your shipping information and receipt for tracking purposes to ensure that the package is returned to the warehouse. Pet Pals Natural Pet Market cannot be responsible for packages lost or damaged during return shipping.

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Return & Credit Processing Time
Pet Pals Natural Pet Market will make every effort to process your return for a credit at www.petpalsmarket.com for the dollar amount of merchandise originally purchased, within 15 business days. Any item returned after 45 business days from purchase will be subject to a 15% restocking fee.

Returning an Oversized Item
We cover shipping charges on returned Oversized Items only if the item arrives at the designated shipping address defective, incorrect or damaged. We do not cover shipping charges on Oversized Items that are returned due to "buyer remorse."

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SHIPPING

Pet Pals Market has partnered with UPS to provide the fastest and most reliable shipping options available.  Most orders ship within 1 to 2 business days after credit card approval, please see below for more information on each shipping method.

Once your order ships you will receive a confirmation email with your UPS Tracking Number.  Orders may arrive in multiple packages as we ship directly from our stores and some items ship directly from the designer.  We are sorry but we are unable to ship to PO Box, APO and FPO addresses at this time.

UPS Ground Shipping - A fast and affordable option for delivery within 5 to 9 business days depending on location.

UPS 3-Day, 2-Day, and Next Day Air - Fast, guaranteed delivery and complete trackability from the time your order ships until it reaches your doorstep.  3-Day shipping not available to Alaska or Hawaii.

Please check the availability listing associated with each item, some items may be out of stock and will ship in 14-21 business days after the order date. Contact us if you have an immediate shipping need and we will provide you with an estimated delivery time. Occasionally, items are backordered. If this is the case, we will contact you immediately via email to let you know. Every attempt will be made to get purchases to you as quickly as possible!

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Shipping Outside the Contiguous United States 
Petpalsmarket.com is happy to ship to most international destinations. We ship orders to Alaska and Hawaii via Next Day Air, usually in 1-3 business days after shipping notification. Costs vary according to the size of the order. Our apologies, but we cannot estimate your country's customs charges.
Costs vary according to the size of the order. You will be contacted 1-3 business days after your order has been placed for approval on the shipping and handling charges.
Pet Pals Natural Pet Market is not responsible for the loss or damage of packages once they are shipped to an international destination. Customers are responsible for any customs charges, which are assessed by each individual country at the time of delivery. When ordering from outside of the US, please be sure all address information on your order is complete and correct. Customs declaration cannot be altered.

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Shipping to a P.O. Box
We're sorry, but you must provide us with a valid residential address in order to accommodate your request. For more information regarding UPS shipping requirements, please visit their web site at www.ups.com.

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Track packages
Find the UPS tracking number in the e-mail we sent you confirming that your order has been shipped. Use that number at www.ups.com to check the status of your order online. It may take 24 hours before tracking information appears on the UPS's web site.
If your order appears late, remember:

• Credit card approval must be received prior to processing.
• Overnight orders placed after 12 noon EST are processed the following day.
• Overnight delivery only occurs on business days (Mondays through Fridays, excluding holidays).

Order Status
You can look at past and pending orders. You must be a Registered Customer to use Order Status. Click here to check your Order Status.
Also, you will receive two e-mails after you have placed your order and provided us with a valid e-mail address:

• The first confirms that your order has been received (your order confirmation number will be included); this e-mail should arrive within approximately 24 hours.
• The second confirms that your order has been shipped (any tracking information will be included); this e-mail should arrive within approximately 24 hours following authorization of your credit card and verification of your information.

Shipping Charges
Your shipping charges will appear in the box marked "shipping charges" at checkout for your convenience. For complete shipping information before you check out, please review our Shipping Rate Chart:

Product Total (after discount applied)	Ground	3-day	2-Day	Next Day Air
Up to $50	$6.95	$13.95	$19.95	$29.95
$50 - $75	$7.95	$14.95	$20.95	$30.95
$75 - $100	FREE	$15.95	$21.95	$31.95
$100 - $150	FREE	$17.95	$23.95	$33.95
$150 - $250	FREE	$20.95	$28.95	$38.95
$250 - $500	FREE	$24.95	$33.95	$43.95
$500 - $1000	FREE	$29.95	$39.95	$49.95
Over $1000	FREE	$39.95	$49.95	$59.95
*Alaska and Hawaii customers may incur an additional surcharge for large items **3-Day not available for Alaska and Hawaii Customers

Shipping Costs for Furniture, Beds, and Oversized Items

Large and heavy items may require an additional shipping surcharge.  We will contact you immediately if your order exceeds our standard shipping rates.

3rd Party Shipping

Certain items may ship directly from the designer and take slightly longer to arrive.  These items are marked on the product page.

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Contact information
We welcome any comments, suggestions and ideas that will make your shopping experience, either online or in our store, enjoyable. In addition, if you have an inquiry regarding career opportunities, donations or would like to send us information about your product line, please tell us how we can help by contacting us at Pet Pals Natural Pet Market.