How do I return an item?

Returns Policy

No returns without a RMA (return material authorization). For custom orders where a deposit is required, we reserve the right to consider the project abandoned and retain said deposit if no communication is conducted within a 60 day period. Waivers on all fee's can be reviewed on an individual basis.

All Returns are subject to a deduction of 15%* for Restocking Fees + shipping costs. Item(s) must be returned in the same condition as you received it. Absolutely no returns will be accepted on a used or malfunctioning electrical item. If an item you received is malfunctioning then you must utilize the manufacturer's warranty. The exclusion to the above is if there is an error in the shipment. We will refund in full if there is an error on our part upon receiving the return back undamaged.

*Dog Crates

Must be new in original packaging and never been used or assembled. 

All dog crates are subject to a 25% restocking fee. Our shipping fees associated with the crate are non-refundable.

**ICC High Anxiety crates are excluded and are not able to be returned, as these are considered special order.

Please request your RMA within 30 days of purchase by sending an email to: info@k9vitaminshop.com and CC: dan@k9vitaminshop.com .

Cancelled Orders

Any order cancelled after the end of day are subject to a 6% cancellation fee if paid by credit card. This covers the credit card fees we are charged for charging and returning your $$. If you paid via paypal you will get all your $$ back as long as its under 60 days.

Backorders

Our goal is to always provide product and merchandise to you as soon as possible. Any items out of stock will be shipped to you immediately upon receiving it from the manufacturer. Special order items please allow extra delivery time, to prevent unnecessary delays please call in advance to verify if products are in stock. If you do not call to verify and the product is out of stock you are subject to paying the 6% cardit card fees we incur.

Damaged Goods

All damages must be reported within 24 hrs of receiving shipment to our Customer Service Department..

Shipping Policy

There are times and circumstances when a customer would like to purchase a product and have it shipped to somewhere besides the address listed on their credit card statement.

On our order form we request that the billing and shipping address be the same. The reason we do this is for credit card and address verification purposes. We do this to minimize fraud. The credit card company will simply state that the transaction is an exact match when all is good. If the shipping address is NOT listed in your credit card data base with the credit card company, then the response will come back as an "address mismatch". We cannot complete the order with address mismatches. Our customer care representative will telephone you and ask that you either add a secondary shipping address or ship to your billing address as on the credit card.

Shipping of Large Items

Large items may incur additional shipping after your order is received due to factoring in proper shipping location, weight and dimensions of the package. We try and do our best to ship the orders as is, but in certain instances we must ask for additional postage.

How to add a secondary shipping address?

This is very simple to do. Simply telephone your credit card company (800#) and inform them you wish to add a secondard shipping address onto your account. This process will take 5 minutes and then we will be able to ship to any address you have added to your account. This protects you against fraud and helps us process and ship your order in a timely fashion.

International Orders

Many people ask us about our payment options for orders outside of the USA. We accept the American Express Card, PayPal (verified addresses only) and direct Bank-to-Bank Wire transfers. We cannot accept Visa or Mastercard because we cannot verify addresses for shipping and billing and therefore our merchant bank cannot guarantee against fraud (fraud against you or us). Do NOT ask us to make an exception on this, as we cannot.

Pricing & Typographical Errors

K9 Vitamins.com Inc. is not liable for pricing or typographical errors on products. We do our best to keep everything up to date on our site but on many occasions we are not notified of price updates by the manufacturer which is beyond our control. Any typographical error on the site will be handled with a full refund being given including shipping. We apologize for any inconvenience this may cause



**Some exclusions apply. Clink banner for details.

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