Returns Policy

At Pets Alley we pride ourselves on satisfying our mission to meet our customer’s expectations through providing exceptional and individualized customer care.  We work hard to ensure that we ship quality products in a timely fashion to fulfill our customer’s orders.  Our return policy guidelines are as follows.

All return items must be in new and unused condition including the original packaging and tags.  You must notify PetsAlley via email within 10 business days after receiving your order.  You can return items for an in store credit for 100% of your purchase price (less shipping charges).  This does not apply to custom products or items that are not returnable under any circumstance.  In store credits are good for up to 1 year from the date of your purchase.  If your order originally qualified for free shipping, then we will withhold up to a $15.00 S&H handling fee to help offset labor, materials, & shipping expense.  The majority of return requests will be processed  within 3 business days of receipt of the returned product. All returns will require email certification from a customer service agent at help@petsalley.com.   Please include your order number within this email.  All return shipping costs are the responsibility of the customer except in a case where Pets Alley shipped a defective or incorrect item.  You are responsible to ensure that the item reaches us, so you should use a reputable shipping company with tracking numbers.  We are not responsible for items that are shipped back to us, and never reach us.

Certain custom orders as well as used items are not returnable. A restocking fee of 30%, in addition to shipping costs, will be charged for non stock items, should you decide to return them.

The following products are not returnable under any circumstance:  food and healthcare products, scratch posts, beds, jewelry, and special order items.

All pet bags, totes, and carriers are not eligible for refunds.  If they are unused, in the original packaging, and not custom orders, then we will gladly allow you to exchange them for another bag, tote, or carrier of equal or greater value.  We will charge your credit card for the shipping costs and any price variance.  Any carrier exchange requests must be made within 48 HOURS of receipt of your order, and must be done via email (help@petsalley.com).  This is to help ensure that pet carriers are not used and later returned for an exchange.

Returned products must be in new and unused condition, in the original box with all the documentation, parts and accessories to insure credit. "New and unused" means sale-able condition, not dirty and not washed. We cannot accept returns for an item with any indications that it has been used.
** Health regulations prevent sellers from taking back carriers and other pet items that have been used. This is for the health and safety of pets, to protect them from contagious diseases and pests.

We love satisfied customers so if you have any questions about this policy, please feel free to contact us via email at help@petsalley.com or telephone. 

If your order arrives at your door damaged, broken or defective, we will at our discretion,  either replace the broken parts if possible or ship out a new one completely at our expense.  You may be required to hold onto the damaged item for up to 30 days for inspection by the shipping company.

Requests for replacement parts will be processed as quickly as possible. Please note that we are not able to express ship replacement pieces.

We work hard to make your shopping experience at Pets Alley an enjoyable one.

Canceling Your Order
If you have placed an order and would like to cancel it, please call us at 1.888.703.4530 within four hours of placing your order to cancel it free of any charges.  We experience a large volume of telephone calls, so if your call goes to voice mail then please leave your name, phone #, invoice #, and a brief description of your situation.  A customer service representative will follow up with you as soon as possible.

Don't worry! Even after the four hours, our friendly customer service will do all that we can to stop the items from being processed and/or shipped but there is no guarantee that we will be able to stop it in time.

Privacy Policy
We will never to sell any customer's information to a third party. This is our pledge to you, our customer. Any information gathered on this site will be used only by Pets Alley. Your privacy is our first and main concern, and information obtained by Pets Alley to conduct business will never be transferred to other persons or entities.

Shipping

We process most orders within 2 business days.  Our standard ground delivery service will take 2-10 business days to reach you, depending on where you are located.  Sometimes demand exceeds our expectations for a given period. If an item is backordered, then we will contact you via e-mail to tell you the estimated shipping time of your order. You may then choose to wait, cancel your order, or choose another item.

Note:  that some pet beds, carriers, and cat furniture are made to order. Thus, such orders may take up to 10-20     days to deliver.

additional considerations
Expedited Shipping:  If you need an item by a specific date, then please place your order and type a note in the comments section during your checkout.  Please state "Expedited Shipping Required".  Please type in the specific date and time that you need the item by.  Failure to give us all of this information will delay the process.  If you want it sent without a price check then please state "Please send-I authorize you to charge my card for expedited shipping".  We will send the item to you as requested and we will send it via the most cost effective method so that we can keep your costs down.  If we are unable to deliver the item to you by the date requested, then we will send you an email stating so and we will give you the opportunity to cancel your order.  If you would like to receive a price quote 1st, then please state "Please send price quote for expedited shipping-wait for customer approval."

International Shipping: If the item needs to be shipped outside the US, go ahead and order at our US shipping rate. We'll contact you via e-mail with the difference of cost for shipping to your destination. You'll have the opportunity to accept or decline the order and shipping costs.

Status inquiries:  We are an internet based business, so contacting us via email is always the preferred method, however if you wish to speak to a representative, then please feel free to call us. We have thousands of visitors to our site daily and are focused on giving your orders prompt professional service.  Voice mail is checked each business day and most calls are returned no later than 24 hours.  Please allow us that amount of time to follow up on your phone call.  If your matter is urgent, please state that in the email or phone message along with a brief description of your situation.

Our Shipping Rates

Our shipping rates are based on the amount of your order, as shown in the table below.

Purchase Amount  Shipping Cost
 
0.00 - 25.00
 $7.95
 
25.00 - 50.00
 $9.95
 
50.00 - 75.00
 $10.95
 
75.00 - 100.00
 $11.95
 
100.00 - and up
 *Free Ground Shipping within the 48 Contiguous States.
(Excluding crates, stairs, pans, grooming tables, & oversized items.)

Shipping costs are as shown on the table below. Shipping to Alaska, Hawaii, US Territories and International destinations will be shipped via the most economical carrier and are generally at a higher rate. Please go ahead and place your order and we will contact you if the difference is more than $5 dollars

Please Note: If an item was shipped free and is returned to us, (or part of an order), we will credit the item returned minus up to $15 in shipping. (To cover the cost originally shipping the item to you.)

Terms and Conditions

Your use of this site constitutes your unconditional consent and agreement to follow the Policies described herein and be bound by them. If you do not agree with any of these Policies, do not use this site.