Store Policies
Customer Service
We are always willing to assist you with any questions you may have. Please contact us by email or telephone. We will respond as soon as possible. Our customer service phone hours are from 9:00 AM to 4PM Eastern Standard Time, Monday through Friday. We are closed on the weekends and holidays. Please feel free to send an email at anytime.
Email: info@fourpawsplace.com
Telephone: (800) 991-0767
Customer Responsibility
Please check your order upon receipt. If you are not 100% satisfied with your product, you may return it back to us for an exchange or refund. We allow exchanges for new and unused merchandise within 5 days upon receipt of your order. Exchanges will be made only after the customer completes the Return Authorization Request form. Exchanges or returns attempted without a completed Return Authorization Request form will not be accepted and returned to the customer. There are no exchanges at all on custom or personalized orders, beds, carriers or pillows. Customer is responsible for any and all shipping and handling charges associated with the exchange. Any item returned to us must be in its original, unwashed, unworn and unused condition. This includes all original documents, boxes, and packaging, with the tags attached to the merchandise. The customer is responsible for all shipping and handling charges associated with all returns. If you would like to exchange an item, please complete the Return Authorization Request form and let us know what item, size and color you have selected as your replacement. Beds, pet carriers, pillows, playpens and customized items cannot be returned or exchanged
Pet Measurement
Due to differences in manufacturer’s sizing and product specifications, we highly recommend you measure your pet precisely to ensure an accurate fit. It is not reliable to purchase items based on your pet’s breed or weight. Proper measurement of your dog is the best way to avoid returns due to sizing issues. To guide you in measuring your dog and choosing the right size, we provide sizing charts for each of our designer brands.
When measuring your pet use the following sizing guide:
Back: Measure length of pet’s back from the base of the neck to the base of the tail.
Neck: Measure the circumference of pet’s neck.
Chest/Girth: Measure girth around the broadest part of the chest.
Defective Merchandise
If your product is defective due to manufacturer’s defect, we will gladly replace the product at no additional shipping charges to you. Please complete the Returns Authorization form to alert us before returning the defective merchandise. You must email us within 5 days of receipt of your order. We will do everything we can to rectify the situation.
Swarovski Crystals & Rhinestone Jewelry
Four Paws Place checks every Swarovski crystal and rhinestone item thoroughly prior to shipment to you. We understand that Swarovski crystals and rhinestones could pop out during shipment, therefore we request that within 24 hours of receipt you thoroughly inspect all Swarovski crystal and rhinestones products for any defects. Pets are unpredictably aggressive and there is no possible way to know how each individual pet will treat their Swarovski crystals and rhinestone jewelry or collars. Swarovski crystals and rhinestones could pop out if owners allow rough play while wearing and/or if the dog scratches at the pronged merchandise. We back our products for all manufacturing defects, but do not warranty against pet wear and tear.
Product Availability
We make every attempt to maintain an accurate inventory count throughout the Four Paws Place website. However, there is no guarantee that any product(s) is in stock and ready to ship. In the event that your product(s) are not available for shipping (i.e. backorder, sold out, damaged or defective) you will be notified via email and it will be shipped to you as soon as it becomes available.
Product availability is subject to change without notice. We do our best to correct errors when discovered and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted).
Canceling An Order
Unfortunately, orders cannot be canceled once you have completed the checkout process. Due to our commitment to processing your order quickly, once the checkout process is completed, we immediately notify our manufacturers to prepare your order for shipment.
Prices and Tax
All prices are subject to change without notice. Currently, we do not have a price-matching policy. Four Paws Place is subject to the same sales tax collections requirements as any other retailer. Items purchased and shipped to addresses in the State of Florida are subject to applicable sales tax.
Product Descriptions and Images
We make every effort to provide accurate and complete descriptions and images of our products. However, Four Paws Place does not warrant that product descriptions, photos or other content of the site is accurate, complete, reliable, current or error-free. Color variations may occur due to monitor settings or descriptions may be incomplete due to human error. We do our best to correct any errors, inaccuracies or omissions (including after an order has been submitted) and to change or update information at any time without prior notice. Please note that such errors, inaccuracies or omissions may relate to pricing and availability and Four Paws Place reserves the right to cancel or refuse any order placed based on incorrect pricing or availability information. If a product offered by Four Paws Place is not as described, you may return the item in its original and unused condition.
Purchases and Methods of Payment
The methods of payment we accept are PayPal, Visa, Mastercard, American Express and Discover.
Exchange and Return Policy
Your complete satisfaction as a customer is important to us here at Four Paws Place. However, we do realize that issues may arise. Four Paws Place is an online pet store not affiliated with any retail stores. We do not carry a large inventory due to the need to keep our overhead low and prices at a reasonable rate. If you would like to return or exchange an item, please contact us via email within 5 days of receiving the merchandise at before returning the item. Any item returned to us must be in its original, unwashed, unworn and unused condition. This includes all original documents, boxes, and packaging, with the tags attached to the merchandise. If you would like to exchange an item, please send us an email notifying us what item, size and color you have selected as your replacement. Your exchange item will be shipped out once we receive your original item back. There are no exchanges at all on custom or personalized orders, beds, carriers or pillows. The customer is responsible for all shipping and handling charges associated with all returns and exchanges. Any discounts applied during initial purchase will be deducted from returned items.
Upon receipt, we will inspect your item to confirm that it is unused and in its original packaging. Only then will we issue your exchange or refund. We will send an email to you upon receipt for your records. We reserve the right to refuse items that have been used or are missing tags, original packaging, etc.
We work hard to process returns as quickly as possible. Please allow 5 days after we receive the items for a refund or exchange.
We recommend shipping your item back via the United States Postal Service (USPS) with delivery confirmation for tracking purposes. We are not responsible for any lost/stolen packages.
Return the unused item to the following address:
Four Paws Place
Attn: Returns Department
3225 N. Hiatus Road Unit 452858
Sunrise, FL 33345
Shipping Policy
Please allow 2-3 business days for your order to be processed. Once your order has been processed and is ready to ship you will receive an email containing your tracking number. If you need your product by a specific date, please send us an email at info@fourpawsplace.com and we will do our best to accommodate you. Shipping to and from Four Paws Place is at the customer’s expense and varies according to weight, size, shipping type and location. However, for orders over $50.00, we offer FREE shipping within the 48 continental United States, not including Alaska and Hawaii. Due to orders being fulfilled from different warehouses, items may be shipped by FedEx, UPS or the US Postal Service. Many of our items are shipped from several sources; thus your items may be shipped separately from each other, even on the same order. A $10.00 shipping and handling charge will be assessed on all international orders. International orders are shipped primarily by the United States Postal Service. Please allow up to 6-10 business days for your package to arrive. These delivery times are calculated from the time the order leaves our warehouse, not from the time you place your order on our website. International shipments may be subject to import duties and taxes, which are levied once your package reaches the country of destination and are the responsibility of the recipient. Rejecting an order due to any declared duties or taxes does not entitle the purchaser to a refund.
Non-Deliverable, Refused or Unclaimed Orders
If an order is returned, refused or unclaimed by the customer due to customer refusal, absence, negligence or customer providing incorrect information ( i.e., invalid, unknown or insufficient address) we will attempt to contact you to resolve the issue. If no response is received within 2 days, the customer will be charged the appropriate shipping charges. Please make sure that the shipping information on your order is correct and that someone will be available to accept your package. All orders that require re-shipping at the request of the customer, whether for returned, refused, unclaimed or undeliverable will require an additional re-shipping charge.
