Shipping & Returns

Shipping  Policy

Our business hours are from 9am to 5pm Arizona, Monday through Thursday.  Most orders during normal business hours will ship within 24-48 hours and are sent via US Priority Mail or UPS Ground unless a different service (additional charge) is requested at the time of purchase.

We only ship to the 48 contiguous US states.  Hawaii and Alaska customers please call for rates. International shipping not available at this time.

Order Minimum & Free Shipping: There is no  minimum.  Wholesale orders over $75.00 will receive free shipping.

Payment Terms: Check, MasterCard, Visa, American Express. Net terms on approval. All past due balances are subject to a 1.5% per month finance charge (18% annually).  Credit terms are available for qualified retailers and wholesale distributors.  Please contact our office.

 

Estimated Delivery Times

Southwest            2 to 3 days

West Coast           2 to 3 days 

Midwest               3 to 5 days

Southeast             5 to 7 days

East Coast            5 to 7 days

Saturday, Sunday and holidays do not count as shipping days.

Expedited Shipping Requests: Call us at (888)551-0416 to request expedited shipping and charges.

 

Sales & Returns Policy 

The following terms and conditions are subject to the rules of our Qualified Reseller Policy (QRP), which includes a Minimum Advertised Price (MAP) Policy. Returns, credits and discounted shipping may be denied to resellers that are not in compliance with our QRP. These policies include rules and provisions which may affect your abilities to purchase from us, enjoy free shipping or return unused items. Our MAP and QRP may be viewed at the following links. Please read them carefully:

QRP - http://animalessentials.com/animal-essentials-qualified-reseller-program/

MAP - http://animalessentials.com/animal-essentials-minimum-advertised-price-policy-map/

 

1. Returns, Refunds and Credits:

       1.a.        Retail/Animal Essentials Website Customers:  We will issue a full refund for products that were purchased directly from us and are returned to us in saleable condition, within 30 days of receiving your order. We will not authorize refunds, credits or returns on any items that have been opened or that exhibit a damaged safety seal, with the following exceptions:

-              If the product seal and/or packaging appears to be damaged when received (see 2, below); or:

-              If your shipment is incomplete or incorrect (see 3, below), or:

-              If there is a suspected defect in the product, or:

-              If the return was approved by an authorized Animal Essentials representative.

Please call our office to initiate a return request and for return shipping instructions. Please Note: We do not offer free return shipping for products that were properly delivered per your order.

  1. b.     Purchases from Independent Retailers (pet stores, veterinarians, Amazon/ online vendors):  Returns must be administered and issued by the retailer (brick & mortar or online store) from which the product was purchased, subject to the retailer’s return policies.
  1. c.      Wholesale Customers:  Returns, refunds and credits will only be granted to authorized resellers who are in full compliance with our Qualified Reseller Policy (QRP). We will issue a full refund for products that are purchased directly from us and are returned in saleable condition within 30 days. Returns, refunds and credits of items purchased through a wholesale distributor must be handled through that distributor.

We will not issue refunds for any items that exhibit an expired “best if used by” date, items have been opened, or that have a damaged safety seal, with the following exceptions:

-              If the product seal and/or packaging appears to be damaged when received (see 2, below); or:

-              If your shipment is incomplete or incorrect (see 3, below), or:

-              If there is a suspected defect in the product, or:

-              If the return was approved by an authorized Animal Essentials representative.

Please call our office to initiate a return request and for return shipping instructions. Please Note: We do not offer free return shipping for products that were properly delivered per your order.

  1. d.     Wholesale Distributors:  We require distributors to sell only to resellers that qualify as authorized vendors of our products, per our Qualified Reseller Policy (QRP).  Returns, refunds, credits and charge backs will not be allowed for any products sold through a distributor to an unauthorized reseller.  We encourage our distributors to contact us in advance of selling to any online retailer, to determine if they qualify as an Animal Essentials authorized reseller.  Otherwise, provisions of section 1 will apply. 
  2. If your order is damaged during shipping: All damage claims must be made within 48 hours of receipt of goods, as indicated by shipment tracking records. We will replace any item(s) that are damaged during commercial transport from our warehouse. Do not discard damaged goods. To expedite your return and assist us in filing damage claims with the carrier, we ask that you please send us a description and a clear photo of the damaged goods and the carton in which they were received. You will then be contacted with instructions of how to handle the damaged items. Goods that are damaged during transport from a wholesale distributor or any internet reseller must be returned to the same for credit or refund
  3. Products Missing from your Order: If you ordered directly from us and something you ordered did not get packed, call us within 48 hours of receiving the shipment and we will issue a credit or send a replacement.
  4. If you Suspect Tampering: If you suspect that any of the products you have purchased have been opened or exhibit signs of tampering please call us right away.
  5. Expired or Short-dated Products: We do not offer refunds or credit for expired or short-dated products. Animal Essentials products have a shelf life of 3 years from date of manufacture, as indicted by “Best if Used by” dates on the labels.

Prices are subject to change without notice. However, every effort will be made to inform customers at least 60 days in advance of any price change.      

Returns for any other Reason: If you wish to return items for reason(s) not addressed by this sheet please call us.