* Due to the COVID-19 virus many of our employees are working from home which may delay response times. Departments affected are:
- Customer Service: Our phone lines, email systems and chat platform are still open but delayed. If you have a customer service issue, you are welcome to call, email or chat but if a response is not immediate, please be patient as all inquiries are being handled in the order received.
- Returns and Exchanges: All incoming packages are sent to the main office which is predominately closed until further notice. This has required us to handle all returns and exchanges as time and availability permit. We are trying to process all packages in a timely manner, however, if your return is not processed immediately, please be patient as, again, we are not running at full capacity. If your return has not been processed within 7 days please feel free to contact us about a possible missed package. *Warranty parameters: We are extending the 30 day Return timeframe to 60 days and the 60 day Exchange timeframe to 90 days until normalcy returns.
- Wholesale Inquiries and Sales: We are still capable of sending out bulk orders to our valuable retailers. For questions about wholesale orders please reach out to email@example.com.
- K9 Sport Sack® uses USPS for all domestic orders. Average shipping time is 2-5 days. If delays occur on your package, please contact USPS as they are the carrier and delivery service. (If expedited shipping is needed please contact customer service directly for a quote.)
- K9 Sport Sack® uses the US Postal Service, DHL or UPS for international orders and shipping times can vary from 2-5 weeks or 3-5 days depending on the method chosen at checkout.
International orders are subject to import taxes, customs, duties, and brokerage fees. Your order may be held by your customs office until fees are paid. In these cases K9 Sport Sack® is not responsible for collecting/charging these fees. Therefore, it is the duty of the customer to be aware of charges that may occur at the time of delivery/pickup for imported goods. If a package is refused for this reason a refund will not be issued until and if the package is returned to K9 Sport Sack®.
- K9 Sport Sack® is not responsible for any delays in the shipment caused by invalid addresses, carrier delays, or custom duties/ taxes. If a delay does occur please contact your local post office or the carrier it was shipped with to find out more information.
K9 Shipping Security
This optional protection is offered to you solely to effectuate the shipment of your package(s). Package Insurance covers reshipment of lost or damaged product with the same shipping method and product as reflected in the original order.
HOW DO I SUBMIT A SHIPPING INSURANCE CLAIM?
*** Before submitting a claim please check mail box, parcel locker, and/or front desk. Most packages are small enough to fit in a standard mailbox.***
Submit claims by sending an email to firstname.lastname@example.org with the text "SHIPPING INSURANCE CLAIM REQUEST" as the subject text. Please include these items in the email body:
1) The order number and/or email associated with your product.
2) Provide full shipping address and product ordered.
That's it! Our customer service representatives will verify order status with the shipping carrier and respond to customers within 24 hours (weekends and holidays excluded) to confirm the status of a pending shipping insurance claim.
THE FINE PRINT
*Our customer service claims specialists will investigate the status of original orders for which claims are being submitted to verify packages have genuinely been lost, stolen or damaged. Fraudulent claims are subject to voided shipping insurance warranty. Also, If the address provided in the original order was incorrect, insurance is void. If the customer receives both shipments, one must be returned within 10 days or shipping insurance is void and full order price remains in force for both orders. Approved claims orders will be reshipped on the next available shipping day.
If your order includes a backordered product all products will ship together when the backordered items are in stock. Unless otherwise indicated by the customer and separately billed shipping rates are negotiated with the customer on a case by case basis.
- Orders outside of the US qualify for free shipping if the cart subtotal is $125.00 USD. Any taxes, duties and/or brokerage fees do not count toward the $125.00 USD free shipping threshold. Free shipping will be sent UPS Worldwide and take 5-10 business days to arrive
**Countries excluded from free shipping are: The Russian Federation, South Africa, Brazil, Philippines, French Polynesia, Bulgaria, Puerto Rico, United Arab Emirates, Macao, Saint Martin, Guam, China, Bosnia & Herzegovina, and Bahrain. This is subject change without notification.