Love That Cat Store

   

Policies and Procedures:
Shipping, Claims, Returns
For Drinkwell fountains, cat toys,
cat beds, cedar scratching posts
(For other items, see the item's web page.

  

  
1. Shipping: This information applies to Drinkwell fountains, cat toys, cedar scratching posts, and cat beds (not EPS beds, not wood frame cat beds).

For information about other items sold by Love That Cat, please see the specific product page.

For Drinkwells purchased after March 3, 2005, because of the clearance price, Love That Cat accepts no returns, as stated next to the Buy button. The Drinkwell manufacturer provides you, the purchaser, a one-year warranty against defects. If a Drinkwell defect arises within one year of the purchase date, you must have your packing slip as proof of purchase and contact the manufacturer as described in the booklet that came with the Drinkwell fountain. See the booklet for information about the warranty.

We ship most orders by United Parcel Service (UPS) to the 48 states. Most orders are shipped out between a few hours and seven days after we receive payment for the order. Orders paid by check can take quite a while longer because we wait for notice via US Mail that the check has cleared. Orders get processed more quickly if paid by credit card online or by PayPal account or by money order.

The day your package leaves, you will get an email from a UPS address with a subject line such as "UPS Shipping Notification" or "Quantum View UPS Shipping..." giving the delivery date and a tracking number. If your order is shipped by USPS, you will get an email with a USPS tracking number. Scratching posts are shipped by UPS but the manufacturer does not provide the tracking number; you will get an email from Love That Cat on the day it is shipped, however.

If you arrived at this page from our order form, complete your order by clicking your browser's BACK button until you return to the order form.

2. Delivery problems: If you believe your order is overdue in arriving, Please contact us and tell us your invoice number.

If we shipped your order and there is a delivery problem, you must quickly contact the shipping service and arrange for delivery according to their guidelines. Also, check that you made no typos on the order form shipping address (see copy emailed to you when you placed your order). If the package is returned to Love That Cat because you did not contact the shipping service in time, or you made a typo, or the shipping service could not deliver to your address according to their guidelines, we will not re-ship unless you pay an additional shipping fee. If you choose not to have such a package re-shipped, we will issue a refund of your payment, minus the shipping fee(s) and an eight percent restocking fee. If the package was returned to us because we made a mistake, however, we will pay to re-ship the package. We are not responsible for policies/actions of shipping services or of the manufacturers who ship directly to customers.

If you arrived at this page from our order form, you can complete your order by clicking your browser's BACK button until you return to the order form.

3. Cancelled orders: If you cancel an order after it has been shipped and the shipping service returns it to us, we will issue a refund of your payment, minus all shipping fees and minus an eight percent restocking fee.

4. Refused orders: If you (or others at the shipping address you gave us) refuse receipt of your order when it is delivered, we will issue a refund minus shipping charges and minus an eight percent restocking fee. Such refund will be issued after the item is returned to us and after we review the situation.

5. If you receive a shipment that does not contain all the items you ordered, and there is no written explanation included in the shipment: You must contact us within 10 days of the delivery date to let us know. Please include your invoice number. We will not honor a claim for a missing item after 10 days of package delivery.

6. RETURNING MERCHANDISE TO US: The Love That Cat Store wants you to be completely satisfied with any product you purchase from us. We offer detailed product descriptions on our web site and skilled and knowledgeable people online (Contact Us) to assist you in making wise and appropriate choices for your needs and the needs of your pets. Returned items must comply with instructions listed below and may be subject to a restocking fee. We do not re-sell used pet products. For Drinkwell Fountains purchased after March 3, 2005, no returns are accepted, as stated next to the clearance-price Buy button.

If you arrived at this page from our order form, you can complete your order by clicking your browser's BACK button until you return to the order form.

7. Incorrect product: Contact us within 10 days of delivery with the details and your invoice number, according to "How To Ship" page bottom -- we will pay return shipping costs if you send the package by the lowest-cost service with insurance and tracking number. Note that some items need to be returned to their manufacturer instead of Love That Cat, but you must first contact Love That Cat.

8. Damaged shipping box and product is damaged or not working: You must (A) contact the shipping service to file a claim and hold on to the product, its box, and its packing materials (this helps the shipping service analyze how the item was damaged and helps show them that the product was damaged before you received it and (B) contact Love That Cat with your invoice number and a description of the damage and problem.

9. Returning UNUSED Merchandise: You may return a product that you or your pet have not used and that is in clean, resellable condition if you ship it back within 30 days of delivery to you and you send it according to the terms in this paragraph and the paragraph at page bottom -- and we will refund the purchase price. We do not refund shipping fees because we use the shipping fee you paid to pay the shipping service.  Used or Unused?-->If the item you return has animal hair or other dirt/debris on it or if you do not return all the original parts, or if it has damage, we deem that the product has been used, and we will not process a refund. If we sent the product in error or the product is defective, see para. 7 above. To return an unused product, see "How to Ship Back to Us" at page bottom. We do not give refunds for: products damaged by the shipping service (if the box shows damage, see para. 8), Drinkwell fountains purchased after 03/03/05, or products shipped to us after 30 days from the delivery date.

If you arrived at this page from our order form, complete your order by clicking your browser's BACK button until you return to the order form.

ELECTRIC PRODUCTS: For all kittens --and for cats who like to chew things -- we recommend covering electric cords with protective cord covers.

10. The Drinkwell Pet Fountain has a gentle hum during normal operation. If the Fountain is actually noisy, check that the water level is high enough, the flow control knob is attached correctly, the motor is seated correctly, and no debris is in the motor or impeller. If there is a problem with the operation, you must see the instruction booklet for tips and/or contact the manufacturer for specific help: Email vetventures@earthlink.net or through the contact listed in the instruction booklet. They are the experts. If the fountain is not operating properly or is noisier than normal, you must contact the manufacturer according to their warranty against defects, which is described in the instruction booklet. The manufacturer is the decision maker regarding replacement of defective parts or any other remedy.

If you arrived at this page from our order form, complete your order by clicking your browser's BACK button until you return to the order form.

11. How to Ship Back to Us: If you wish to return a product according to the terms on this page, first contact us promptly with the details and your order number . We will give you the appropriate shipping address and an Authorized Return Number (ARN).

Once you have an ARN, merchandise must be packed carefully in the same box with all papers and protective materials it came with, along with a copy of the email Love That Cat sent you giving the return shipping address. Tape securely. Write the Authorized Return Number on the outside of the box. Send with insurance and get a tracking number. You must hand the package to the shipping service within 30 days of delivery to you. If the package is lost or the item is damaged, you must file a claim with the shipping service. The tracking number proves that you sent the package before the deadline and it shows you whether the package was delivered.
We refuse packages that do not comply with the terms on this page, and the package is sent back to the sender.

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If you arrived at this page from our order form, complete your order by clicking your browser's BACK button until you return to the order form.