Guaranteed Delivery Terms & Conditions

2-Day Delivery Guarantee
We provide a delivery guarantee of 1-2 business days for selected products. When guaranteed delivery is an option for an order, this will be indicated on the product collection. If we specify a guaranteed delivery date and fail to make a delivery attempt by that date, we will refund any shipping costs for that order in redeemable Pet Points.
Here's How It Works
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Like our 2-Day Delivery Guarantee says, we want you and your pet completely satisfied - no ifs or tails about it.
The following requirements must be met to qualify for a delivery guarantee refund:
Time Commitment:
The guarantee depends on the shipment arriving by the specified date and time as detailed in the shipping agreement.
Coverage:
This generally applies to the shipping fees alone and may exclude taxes, duties, or extra handling charges.
Exclusions:
There are often exceptions, such as when delays arise from factors outside the shipping company's control (eg. weather or strikes) or if the shipment fails to meet service criteria.
- A delivery attempt made on or before the promised delivery date, along with any refusal or unavailability of the recipient to accept delivery fulfills our delivery guarantee.
- Partial shipment delivered on or before the guaranteed delivery date meets our delivery guarantee.
- When items are paired with a product that does not specify a 2-day delivery option, the shipping method will default to standard 1-4 business day shipping.
- Our delivery guarantee does not cover delivery failures caused by incorrect or incomplete shipping details, unclear delivery instructions, or requests for delays from the recipient.
- 2-day Delivery Guarantee does not include remote locations.
Claim Process:
To make a claim, it is typically required to inform the shipping company within a designated period (for instance, 14 days from the scheduled delivery) and provide necessary information like the tracking number and shipment details.
Not a guarantee of product itself:
The guarantee is not applied to the actual product itself, it only provides a refund of shipping costs for that order in redeemable Pet Points if the delivery is delayed beyond the agreed timeframe.
For inquiries regarding a refund of the shipping fees you paid for an order, please visit our Contact Us page.