Guarantee & Return Policy

The goal of Pet Posse Presents is your—or rather your pet’s—complete satisfaction. If you are not satisfied with your purchase or gift, however, please contact customer service (212-614-3239) within four (4) business days of delivery. (The day the package is received is day one.)

You may return any product undamaged for any reason at all. All items must be returned unopened and unused and in original packaging for a refund. Shipping and handling fees are nonrefundable nor are shipping costs reimbursed on returns. 

How do I make a return?

• Orders can be returned up to 10 days from the time the order was shipped.
•  You will be given an RA number (return authorization number) to include with your return shipment.
•  Any merchandise returned without our authorization will not be refunded.
•  The address to which you can return merchandise will be provided with the authorization.
•  Non-defective merchandise returns have a $10 restocking fee and must be unopened and in resalable condition. Shipping and handling fees will not be refunded.
•  You will be refunded the full amount of any defective products for which you have not requested a replacement.
•  Shipping and handling to replace a defective product will be refunded.
•  Replacements can be processed once the defective item has arrived back with us.

 

 What if the product is damaged or shorted?

• Damages and shortages must be reported within four (4) days of receiving the order otherwise it is processed as a non-defective return. The day the package is received is day one.
• Packages must stay in the original condition in which they were received until the carrier can process the damaged claim.

Additional fees:

If an incorrect address is provided and the carrier cannot deliver as addressed, any charges levied by the carrier to us will be charged to your account. 

The FedEx fees are as follows:

•  FedEx address correction: $12.00 for Express Service, $11.00 for Ground Service.
•  FedEx redirect fee: $12.00 for Express Service, $11.00 for Ground Service.
•  Return package fee: Per FedEx policy, all returned parcels will be returned and billed using Express Saver shipping. Therefore, Next Day Air parcels will be returned Express Saver.

The UPS fees are as follows:

• UPS address correction: $15
• Return package fee: An address correction fee of $15 plus original shipping cost for return. Per UPS policy, all returned parcels will be returned and billed using the same service as originally shipped. Therefore, Next Day Air parcels will be returned Next Day Air.
• UPS redirect fee: $10 plus original shipping cost for return. If package is redirected multiple times, a redirect fee each time will be assessed.
• UPS refusal fee: $10
• If your package was shipped using UPS and a wrong/insufficient address was provided at the time of order and your package can not be delivered for any reason, the package will be returned to us as undeliverable. Should this happen, no refunds will be issued.

Disclaimer

Considering the volume of packages that any shipping carrier delivers on any given day throughout the world, there are some packages that simply to no reach their destination within the time frame expected. It is very unfortunate when this happens, but we cannot provide a financial guarantee for another company's performance. We appreciate your understanding.