If your purchase arrived damaged, or if items in your order do not meet your expectations, please contact us within 30 days. We want to make it right!
If you would like to return an item, please provide the required information on the Product Return Request Form. A customer service representative will contact you the next business day. You may also contact us at email@example.com.
Send your return via FedEx or Insured Mail to the address on the shipping label. Returns do not include shipping and handling.
Returns Address: Returns must be sent to this address ONLY:
1258 Imperial Beach Blvd
Imperial Beach CA 91932
Holiday Returns: Restrictions apply to holiday returns. Halloween and Holiday items must be returned three weeks (21 days) before October 31st and December 25th to receive credit. Any return request after the allotted period will be offered an exchange or replacement, so long as they meet the criteria of returned items listed above.
Did Your Order Arrive Damaged? All shipments are fully insured; damaged merchandise will be replaced promptly.
If a package appears damaged at the time of delivery, you have the right to refuse it. If you discover the damage after opening the box, do not dispose of original shipping cartons or the damaged merchandise, as examination by the carrier’s inspectors may be necessary.
USPS Shipments: If a Parcel Post package arrives damaged, please have a local postal clerk verify the damage, then notify us and we’ll take it from there.
PRIVACY AND SECURITY
We appreciate the trust you place in Urban Pet, and we are committed to respecting the privacy and security of your personal information.
urbanpetgrooming.com guarantees your security. Every time an order is placed or account information is accessed, it is done through a secure server that encrypts all information.
Furthermore, all of the customer data we collect is protected against unauthorized access and use at all times. The secure server software we utilize incorporates a state-of-the-art security protocol: Secure Sockets Layer (SSL).
SSL is used to encode all information, including credit card numbers, passwords, names, etc. This highly secure encryption makes it virtually impossible for anyone to ever see your information.
Trust is vital to e-commerce. To confidently communicate and transact business on the Internet, businesses and individuals must be able to identify who they are dealing with, and assure themselves that information exchanged online is safe from interception and alteration.
In order to achieve this level of security, urbanpetgrooming.com also employs the use of digital certificates. Our Certificate Authority, GeoTrust., helps to establish the trust needed to make e-commerce work for every transaction, every communication, every time
MANAGING YOUR POINTS OF CONTACT
Email Newsletters: Urban Pet uses email addresses for order and shipping confirmations and notices of sales. We do not share or make your email address available to any other organizations.
If you no longer wish to receive our Email Newsletter, you can unsubscribe using the link provided at the bottom of each Email Newsletter. Or email us at firstname.lastname@example.org.
Cookies: A cookie is a small data file that is stored by your web browser on your computer. Cookies enable you to place an order on our website, and they enable us to personalize your online shopping experience.
We also use an anonymous cookie that does not identify individual customers and which enables us to study how our customers navigate through our website so that we can identify problems and make improvements that will make it easier for our customers to use our website.
Remember our products are handmade!
Our accessories are handmade please allow us 2-5 business days for handling time. We will ship as soon as possible so you can receive your product fast.
SHIPPING AND HANDLING OVERVIEW
Free Freight Policy: If your order is being shipped via Ground Shipping within the contiguous United States (Alaska and Hawaii are exempt) and the merchandise total is more than $50.00, we’ll pay ALL of the shipping and handling charges!
The Urban Pet team is dedicated to making your online shopping experience an easy one. Here is a brief overview of our ordering procedure.
ONLINE ORDERING POLICY: By using the urbanpetgrooming.com Shopping Cart, shoppers can add and remove products throughout their shopping experience.
- You may add as many products as you wish, while you travel through our online catalog.
- There is also a current order total shown in the upper right corner of the screen.
- By clicking on View Cart, you will be sent to view and edit your individual Shopping Cart and its contents.
- All contents of the Shopping Cart will be presented for your approval prior to checkout; you may remove an item anytime by clicking the remove button.
- You can also adjust the quantity of product ordering by clicking up and down on the arrows. You MUST update the cart to adjust based on the changes you make to your cart.
- Once you have finished shopping and approved the contents, click the CHECKOUT button to complete your order.
- Final step is to input your information and payment method.
If you have any questions, please email email@example.com.
BACKORDERS: Items that are out of stock can be backordered, however each individual LINE item must total a minimum of $15 to order. Backorder dates are estimates and can change depending on stock availability.
CHANGING AN ORDER AFTER IT HAS BEEN SUBMITTED: We’re sorry, orders cannot be changed once they have been submitted. We process orders very quickly, and once an order begins the fulfillment process we are unable to modify it.
We apologize for any inconvenience, and we hope that in the majority of cases our faster processing times work to your advantage.
If you ordered an incorrect item or changed your mind, you may return the product(s) within 30 days from the date of shipment; see our Returns Policy for full details. Please do not resubmit your order online as this will create a duplicate shipment.
Should you have further questions, you may contact one of our Customer Service Representatives for assistance. Via email at firstname.lastname@example.org.
TRACKING AN ORDER: We will email you the tracking information for your order once we send it out.
PROMOTIONAL CODES: Only one promo code may be used per order.
PAYING FOR YOUR ORDER: We accept the following credit cards: Master Card, Visa, Amex, Discover and Paypal
INTERNATIONAL ORDERS: We apologize for the inconvenience but we do not ship internationally at the moment.