At Summer’s Paw our return policy is straightforward. If for any reason you are not 100% satisfied with an item, we will gladly accept your return within 30 days of delivery and refund the full purchase price of the item. Shipping and handling fees do not apply and are non-refundable. We accept returns for items that are not expired or damaged, that are in its original and unopened condition and that are in its original packaging/box. We do not accept returns of opened or partially used pet food or treats due to purchaser dissatisfaction, change of mind or regret or due to the pet not liking the item unless there are quality issues due to a manufacturer's recall.
If you would like to return an item please do not hesitate to contact our Customer Service Team at 1.914.908.4200 or [email protected] for return instructions and/or a Return Merchandise Authorization number (RMA). Returns are not accepted without a return authorization number. Unless there are quality issues such as a recall, the return shipping cost is the responsibility of the customer. Any request to return items that are in transit and has not been delivered to the shipping address will incur a $75.00 surcharge to redirect the package back to our shipping facility.
Once we receive your return and it has been inspected and determined to be in its original, saleable condition, you will receive an email notifying you that your return was received. Your refund will then be processed within 24-48 hours and a credit will be applied to your original method of payment. Return item(s) shipped by the customer to the wrong address are not considered returned and credit will not be issued. This is because the return item(s) has not been received by our shipping facility.
If an item has been damaged from shipment, please contact our Customer Service Team immediately at 914.908.4200 or [email protected] and no later than 2 days after receipt of the item. This is so that we can address the situation and make things right for you.
When and how do you ship?
Orders are shipped Mondays - Fridays on business days via UPS Ground (United Parcel Service). Smaller items may ship via USPS (U.S. Postal Service) Priority Mail. We ship within one to two business day of receipt of your order. However, this is not guaranteed as various external factors may impact shipping time. Orders will typically arrive within 2-5 business days (excluding holidays and backordered items) depending on shipping location. Some rural/remote locations may require additional shipping time. Unfavorable weather conditions and backlogs from our shipping carriers such as the busy holiday season may also delay shipping and delivery times. Delivery time of backordered items will vary depending on when the items become available.
Orders will be sent to the shipping address stated in your order. Your order may be sent to you in installments because of its larger size or if certain items are out of stock.
Once your order has shipped a Shipment Confirmation email will be sent to you with a tracking number link so that you may track the status of your package.
Once an order has shipped, it cannot be canceled. Orders may only be canceled if requested within an hour after the order has been placed.
UPS does not deliver on Saturday or Sunday or national holidays.
Officially recognized national holidays are not considered business days.
Who will deliver my order?
Based on our facility location and your shipping address, we determine the most efficient shipping carrier for your order. The shipping carriers include UPS Ground (United Parcel Service) or USPS (U.S. Postal Service) Priority Mail..
What is my shipping cost?
We offer flat rate shipping of $9.99 for all orders less than $49.00 (unless a shipping promotion states otherwise).
In the case of multiple shipments per order, shipping charges are applied only once regardless of the number of parcels shipped.
Large quantity orders will be subject to shipping/freight charges as determined on a case by case basis.
If an item is returned, any shipping or handling fees incurred by the customer are non-refunable.
When does Free Shipping apply?
Free Shipping automatically applies to orders $49.00 or more (after discounts).
The order total is before taxes and shipping charges and after any applicable savings.
No promotion code is required for Free Shipping unless there is a special promotion.
Free shipping applies to orders, per shipping address, shipped via ground shipping.
Free shipping does not apply to express shipping, if any.
Free Shipping offer cannot be applied to previous purchases and cannot be redeemed for cash.
Terms of the Free Shipping offer are subject to change.
What if an item is out of stock?
If an item is out of stock, delivery time will be longer. We will inform you via e-mail and let you know when the item will become available for shipping.
Where do you ship?
Currently we only service the 48 contiguous states. We accept orders from and ship to the 48 contiguous states.
We do not ship to P.O. Boxes, APO/FPO, Alaska (AK), Hawaii (HI), Puerto Rico (PR) or to international addresses.
Is a signature required for package delivery?
A signature is not required for delivery. Because we do not require a signature you do not need to be at home for delivery. The driver will leave your package at your front door or with the front desk.
Residents of NYC (Manhattan, Brooklyn, Queens, and the Bronx) and Lower Westchester who do not have a doorman or a place where their package can be securely placed, should contact us after placing their order. We will arrange with you a convenient day & time to have your package delivered when someone is home.
Contact our Customer Service Team at 1.914.908.4200 Monday to Friday 9:00am - 6:00pm EST or email us at [email protected]
We are not responsible nor do we provide reimbursement for stolen or missing packages after it has been delivered to a customer's shipping address.
What types of payment do you accept?
We accept all major credit cards: Visa, MasterCard, American Express and Discover.
We also accept payment through PayPal.
The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the electronic check and credit card processing networks. See how credit card processing work.
The company adheres to strict industry standards for payment processing, including:
- 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
- Industry leading encryption hardware and software methods and security protocols to protect customer information.
- Compliance with the Payment Card Industry Data Security Standard (PCI DSS).
www.SummersPaw.com is registered with the Authorize.Net Verified Merchant Seal program.
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