Pet Fence Pros™ wants you to be completely satisfied with any product you purchase from us. We offer trained, skilled and knowledgeable pet specialists to assist you in making wise and appropriate choices for your needs and the needs of your pets. However, our customer service representatives can not be held responsible for incorrectly ordered items.
If you are not completely satisfied, simply request a return authorization within 30 days of invoice. Pet Fence Pros is not responsible for defective items. In the rare event a customer receives a defective item they are to contact the manufacturer for warranty information. Manufacturer contact information should be included with the item ordered.
- Returns need to be requested within 30 days of invoice date. Initial and return shipping charges, even those shipped under Pet Fence Pros's free shipping offers, are not refundable. Return Policy Exceptions are listed below.
- All returns must have a Return Authorization. Returns shipped back without receiving prior Return Authorization will receive a 20% restocking fee once a Return Authorization is completed. Refunds will take longer than normal.
- Merchandise must be in a new re-sellable condition, in the original unopened packaging and must include manuals, blank warranty cards and all accessories provided by the manufacturer. All returns will be inspected before refunds are approved.
Partial returns and/or damages will NOT receive a full credit. Items damaged through "wear and tear" or due to return shipping damage will receive PARTIAL or NO CREDIT at the discretion of Pet Fence Pros.
- If the item returned is NOT free of pet hair, debris and/or odor, your refund will be less than the original charge to you or no refund at all.
- All returns are processed online using the following procedure.
- Returns must be received within 2 weeks after RMA is issued.
- Restocking Fees may apply.
- To Receive your Return Authorization, provide the following information:
- Email Address
- Order Number
- Item Number of product(s) being returned
- Reason for return
- If any of this information is missing from your email, NO Return Authorization will be issued. NO EXCEPTIONS.
- If these instructions are followed properly, you should receive your Return Authorization within 3-4 business days.
- Please allow up to 60 days for your return to be inspected and for accounting to issue your credit.
- Please Note - the initial cost of shipping to Pet Fence Pros will be deducted for all returns.
Pet Fence Pros's Order Cancellation Policy
- Orders must be cancelled before the product has shipped and within 24 hours of order placement, or they will be deemed a product return and fall under the rules of the above Return Policy.
- Custom product orders are non-cancelable after one business day and are non-refundable. Orders are not deemed cancelled until a confirmation notice is provide by Pet Fence Pros.
If an order is refused delivery by the purchaser, it will be assessed a 20% restocking fee in addition to the return shipping charges
Pet Fence Pros™ ships most of its orders from the warehouse within 1-2 business days after receipt of order. If you choose UPS ground shipping, your order will typically take between 3 to 8 days depending on where you live. (Please note that weekends and holidays do not count as days in transit.) Pet Fence Pros reserves the right to ship with any carrier without notice. Free shipping is for ground service or US Mail only within the contiguous United States. *Oversize or Overweight Items do not qualify for Free Shipping & may incur additional shipping charges because of size or weight* Pet Fence Pros does ship many of it's items with Free Shipping via First Class US Mail. Actual shipping charges incurred by Pet Fence Pros will be deducted from the customer refund on returned items.
You have the option of choosing expedited delivery methods with UPS at checkout; however, we make no promises or guarantees that a specific delivery date can be made since some of our products come from different warehouses throughout the country. Our quoted prices for expedited and international delivery are the incremental amounts over ground shipping. On returned items, the full amount of actual shipping charges will be deducted from the refund.
We can only ship using our own shipping account.
International orders are generally shipped United States Postal Service Air. Pet Fence Pros reserves the right to ship with any carrier without notice. We can only ship using our own shipping account. Free shipping is for ground service only within the contiguous United States.
Make sure the item is legal for import and allowed in your country BEFORE you order. Any product(s) seized by customs are the responsibility of the customer and will not be refunded. If customs refuses entry of your item and it is returned to us, you the customer will be responsible for all shipping charges incurred. All import taxes and tariffs are the responsibility of the customer. We cannot put false values or “gift” on international shipments. All international orders display a shipping line item inclusive of both shipping and handling fees. Additional shipping charges may be applied to any returned items.
Special Note: Most electronic training products are not legal for import into Australia or Iceland.
Large Item Shipping
Many large items such as Patio Panels, AutoPet Products, DoorMate Systems & Dog Ramps are shipped FexEx & FedEx Ground. Large items to be shipped internationally may not be covered by standard shipping methods and we will need to provide you with a special quote. In such cases, you will be instructed to contact our Customer Service Department.
Tracking Your Order
Pet Fence Pros offers all customers the ability to track their package online. Exceptions to that would be some items shipped via US Mail. You can simply log into your account at the "Order Tracking/Status" option at the top of our web site and log in. Open the order that you desire to track and click on the tracking number. You will automatically be forwarded to the UPS web site and the status of your order will be displayed.