Navigating the shipping process for pet supplies can sometimes be as complex as understanding your pet’s needs. This guide breaks down the shipping policies, focusing on clear information for customers, particularly those in the pet product industry. Understanding processing times, shipping options, and potential fees is crucial for a smooth purchasing experience.
Processing and Business Days
Orders placed before 3:00 PM EST on a business day are typically processed and shipped the same day. Business days are defined as Monday through Friday, excluding major holidays. Orders placed after the cutoff time on Friday will be processed on the next business day, usually Monday, provided it is not a holiday.
Domestic Shipping Options
For domestic orders within the 50 U.S. states, different shipping tiers are available.
Orders Over $100 USD
All orders exceeding $100 USD qualify for complimentary ground shipping. Standard ground delivery usually takes 3–5 business days. However, delivery dates are not guaranteed by the carrier. For those requiring faster delivery, a flat-rate 2-Business-Day shipping option is available for $16.99 to most U.S. locations.
Orders Under $100 USD
Orders totaling $100 or less are subject to a flat-rate ground shipping fee of $7.99. This service utilizes carriers such as USPS, UPS, and FedEx, with the choice of carrier being at the company’s discretion unless otherwise specified by the customer. This method typically takes approximately 5 to 7 business days for delivery. Additionally, Overnight shipping options are available to most areas, and a flat-rate fee of $16.99 applies to FedEx 2-Business-Day shipping, which is often recommended for timely delivery.
Expedited Domestic Shipping
Expedited shipping, including Overnight options, is available for an additional charge. Specific choices from FedEx, UPS, and USPS will be presented during the checkout process after entering shipping details.
It is important to note that Puerto Rico and other U.S. territories are not eligible for free or flat-rate shipping. Shipping options for these locations will also be displayed during checkout.
Orders returned by the shipping carrier due to insufficient or incorrect addresses, or those refused by the customer, will incur a $25 return shipping fee. This fee will be deducted from any refund issued.
International Shipping
The company ships to most countries worldwide. International orders cannot be canceled once placed and may take 3-5 business days to process before shipping. Similar to domestic orders, available FedEx, UPS, and USPS options will be displayed at checkout after entering shipping details.
Shipping fees can be calculated using the shipping calculator on the Cart page or during the checkout process. All prices are displayed in U.S. dollars. Please anticipate additional Customs processing time. Packing slips for international shipments cannot be marked as “gift” or have altered prices.
Import duties, taxes, or brokerage fees due upon delivery are the sole responsibility of the receiving customer. These charges are determined by the de minimis value in the customer’s country and are calculated as a percentage of the customs value of the goods, including item, insurance, and shipping costs. Any duties and taxes will be billed directly by the global carrier. Refused international packages may also be subject to a refusal fee, deducted from the refund.
It is noteworthy that certain countries have outlawed the use of shock collars, including Austria, Denmark, Germany, Norway, Portugal, Slovenia, Sweden, Switzerland, Wales, and some Australian states. The company’s responsibility concludes once the package is delivered to the country’s Customs department. All subsequent retrieval and return shipping fees for refused or undeliverable packages are the customer’s responsibility.
Shipment to P.O. Boxes and APO/FPO Addresses
FedEx and UPS do not deliver to P.O. Boxes or APO/FPO addresses. Customers requiring shipment to these addresses must select a USPS option during checkout.
Order Cancellations and Modifications
Due to the rapid processing and shipping of orders, cancellations can be difficult once an order is in “Processing” status. If an order is canceled before shipping, a 5% cancellation fee may apply to cover payment processing fees. Changes to shipping addresses after an item has shipped via USPS are not possible. Private carriers like FedEx and UPS may offer rerouting services for a fee, typically around $25.
Lost, Damaged, or Stolen Items
Addressing issues such as incorrect shipping addresses, carrier errors, damage during transit, or theft is a common concern. If a package is marked as “delivered” but goes missing, claims filed with shipping carriers can take up to 21 days for investigation and may often be denied as “stolen.”
For added protection, Educator Collars offers Route shipping insurance during checkout: a $0.98 flat rate for orders under $100, and 2% of the order value for orders over $100. Route allows a 5-day grace period for packages to turn up before issuing a refund or re-placing the order. By deselecting Route Shipping Protection, customers assume full responsibility for lost, damaged, or stolen items. “Signature required” service is also available for an additional $15 fee, which must be requested before shipment.
Incorrect or Missing Items
If you receive incorrect or missing items, please open a support ticket via the chat bubble on the website, log in with your order details, and specify the issue. Including a photo of the order is recommended.
