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Shipping Policy

1 - We will make every effort to ship your order within 1 business day. Express, Overnight and Second Day orders are usually done first.
2 - Whenever possible, we will send you a tracking number you can use to find out when your product will be delivered.
3 - We do not refund shipping charges for any reason. If your shipment is delayed by the carrier and you are entitled to a refund, you will need to deal directly with the carrier. If necessary, we will help you make a claim.
4 - Some items are drop-shipped directly from the manufacturer. Their policies and ship times may differ.

Please Note: All orders are shipped once payment has been received. Orders paid by check will not ship until payment has cleared.

International Shipping

Payment may be made by credit card where the credit card companies will guarantee security. In some cases, trade references or a bank check with funds drawn on a US bank may be required.

We'll gladly ship anywhere on the planet. You will be responsible, though, for shipping and handling charges. The shipping calculator on our shopping cart does not always accurately calculate for International shipping. Email us for a quote on international shipping or get the rate yourself at www.usps.com (post office site) or www.ups.com (UPS site). Our zip code is 03031. Our handling charge for international orders is $15.00. All international orders will be verified with customer service thru email before shipping.

USPS Priority Mail Express International(tm) will arrive at customs in 3-5 business days.
USPS Priority Mail International® will arrive at customs in 6-10 business days.

IMPORTANT: Many countries charge taxes, duties, and import fees. You are responsible, and agree to find out if any additional charges apply and pay for all of these charges.

Delivery information HandicappedPets.com
For in-stock items ordered by 12PMEastern Time. 
Orders placed after 12 PM are shipped the following day (weekends and holidays excluded)
 
   Ordered     
   Next-Day Service    
Delivered  
   2-Day Service   
Delivered
   3 Day Service   
Delivered
Ground
Service Delivered
Mon
Tues
Wed
Thurs
Thurs-Mon
Tues
Wed
Thurs
Fri
Fri-Tues
Wed
Thurs
Fri
Mon
Mon-Wed
Thurs
Fri
Mon
Tues
Tues-Thurs
Fri
Mon
Tues
Wed
Wed-Fri
Sat
Tues
Wed
Thurs
Thurs-Mon
Sun
Tues
Wed
Thurs
Thurs-Mon
 
Add 1 day for holidays.
 

Please note that the timing indicated is a guideline only. These times can vary depending on several factors, including adverse weather conditions, holidays or other unforeseen circumstances beyond our control. Packages do not require a delivery signature, and may be left at your door or with a neighbor if there is no answer at your residence, at the discretion of the UPS driver.

Items Not Received:

All items are shipped by a traceable method. This means that if you do not receive your order, we can find out from the shipper where and when it was delivered. If you do not receive an item that UPS or the Post Office claims was delivered: 1 - Check with your neighbors. We have many cases where a neighbor has taken a package and forgotten to notify someone.
2 - If your package was left on your step and stolen, please file a police report. Send a copy of the report to your homeowners insurance company and the shipper. Your homeowners insurance may cover the cost of stolen items. If the shipper has a dishonest driver, this will alert them.
3 - If a complete investigation shows that we did not ship the package, we shipped it to the wrong address, or that we were at fault then we will re-ship it at our expense. Note that if you signed a note for UPS or the Post Office saying they can leave packages at your door, then you also agreed not to hold them responsible if something is missing.  

DISPUTES: Chargebacks from the Credit Card Company. A "Chargeback" is when you contact your credit card processor to report that a company did not honor its terms and conditions. For example, if a company return policy states that they will refund a certain percentage if the product is returned in "like new", "resellable" condition, and you return it unopened, and they do not give you your money back, you can dispute that charge with a chargeback. It is never necessary to create a chargeback with HandicappedPets.com because we ALWAYS live up to our agreements in our "terms and conditions". If you do not feel that we have, contact us. If you file for a chargeback anyway, we will dispute the chargeback with the credit card company by any means necessary. If the credit card company rules in our favor, you will be charged for any and all attorney fees, court costs, and filing fees -- potentially in the thousands of dollars.  

You agree, as part of these terms and conditions, that in the event you wish to file a dispute:
1 - to contact us and allow us to resolve the issue. If representatives are unavailable, you agree to leave a message referring to a "disputed charge" or email This email address is being protected from spambots. You need JavaScript enabled to view it. with 'disputed charge' in the subject. 
2 - to give us up to 2 working days to return your call or message, although typically we will respond immediately. If you are not available we will leave a message or email you.
3 -To give us up to 3 working days after we have spoken with you and you have explained the dispute to us, and provided any documentation we need to validate your dispute.  

You further agree that if you file a dispute with your credit card company or payment processor before completing this process, you will pay 25% of the purchase price of the product, including shipping, to cover the time and resources we need to process your claim with the credit card company and that you will pay the fee regardless of the outcome of the investigation. If, after speaking with you, we cannot resolve the issue to your satisfaction and you do institute a chargeback, you agree to pay the 25% processing fee, plus attorney fees, court costs, and filing fees if the credit card company does not rule in your favor.  

REFUSED DELIVERY: Please do not refuse delivery as we do get charged for this. If you refuse delivery, you will be charged a 10% restocking fee, plus the shipping charges for the return of your product.

Our Restocking Fee

Sometimes, when an animal caretaker buys a dog wheelchair, it simply doesn't work. There are several possible reasons for this. Some can be helped and some can not.

Often, by looking at photos, watching videos, and drawing on our experience with thousands of dogs, we can help you figure out how to get it to work. This is why we need you to call us before returning it. Often, after a brief phone call, your dog will be running and playing again.

Other times, though, there is nothing we can do. Whether it is due to the dog's specific condition or temperament, or the wheelchair design, if the product will not work for your dog, we invite you to return it.

The restocking charge covers some of our costs associated with making the product ready to be used on another dog. Like any business, we either have to cover our costs with a restocking charge or by increasing the price of the product -- which wouldn't be fair.

Sometimes we're asked why we charge a restocking charge when the product is returned in "new" condition. If the box has been opened we have a responsibility to send it through our complete inspection and repackaging process so that we know it will be safe, spotless, and hygienic for the next dog that uses it. Obviously, if you received your products with someone else's dog hair on it, you would not be pleased. If there is any cleaning needed or if there are any scratches we need to repair or replace items, in which case we deduct these costs from your refund. We take photographs of each cart when it is received so if you have questions about a charge, we are happy to provide you the photos showing why they were applied.

HandicappedPets.com has the highest level of customer satisfaction and the best return policy in the industry. In addition we make every effort to make sure that our return policy is understood by every customer before purchasing the product, and again before unsealing the package in the big "READ ME FIRST" label.

Our mission is to help your dog walk, and we will do whatever we can to accomplish that.

 

Return Policy- All Products EXCEPT Walkin' Wheels Dog Wheelchairs.

Return Policy- Walkin' Wheels Dog Wheelchairs.

Walkin' Wheels for Handicapped Pets

HandicappedPets.com

105 Route 101A, Suite 18

Amherst, NH 03031

(888) 811-PETS

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