- Shipping & Returns
Shipping & Returns
General Shipping Information
We can ship to virtually any address in the world. Please contact us if you don't find your country as eligible shipping destination. Note that there are restrictions on some products, and some products cannot be shipped to international destinations or non-contiguous US State (Alaska and Hawaii). Please contact for information on international shipments.
Our shipping model is very simple. We offer real time shipping rate calculations using either UPS or USPS offering the lowest rate possible based on the size of your package.
Shipment Travel Time*:
USPS First Class - 2-4 days (US domestic)
USPS Priority Mail - 1-3 days (US domestic)
UPS - 2-6 days (US Ground contiguous States)
Effective 12/26/2016 - Daily rates for UPS® Ground service will increase an average net 4.9%.
*All travel time is based on business days.
If you're not in a big hurry to receive your shipment, we also offer Standard Ground Shipping which in most cases is less expensive than USPS Priority Mail or UPS Ground. Delivery may take 1 -2 days longer. For our friends in Alaska and Hawaii, we offer USPS Priority Mail exclusively.
FREE SHIPPING OFFERS
We have a large number of products that, from time to time, we offer with Free Shipping. These products contain a notification within the product description indicating that the item ships free. Free Ship items are shipped by the most efficient, cost effective, and time sensitive means which is determined by our shipping department. Keep in mind that shipping cost is applied when your Shopping Cart contains a combination of Free Shipping and non-Free Shipping (calculated shipping) items. Special shipping offers are subject to change without notice.
To understand shipping cost you must first cleanse your mind of a correlation between the cost of an item the cost to ship it. Once you've done that you're well on your way to understanding shipping cost. Below is an example of the relationship between product cost and shipping cost.
|Item||Item Weight||Item Value||Shipping Cost|
|5 Carat Diamond (VS2, G)|| 5 Carat
|USPS First Class
|5 pound Iron Ingot||5 pounds|| $3.80
|USPS Priority Mail
Some rules to remember:
- Nothing is free, including shipping. If it's free, the shipping cost is included in the product cost.
- Shipping cost is purely a function of weight, size, and distance. The lighter and smaller the package, and the closer to your home, the less it will cost to ship.
- Any package shipped via UPS or FedEx whose dimensional weight exceeds it's actual weight, is charged by dimensional weight. (See below)
Explanation of dimensional shipping charge:
Instead of charging by weight alone, packages will now be charged according to size. This means that box dimensions are now more (or equally) as important as weight.
Industry experts predict that approximately one-third of all packages will be affected by this change.
Here’s a practical example of what this looks like for a domestic shipment.
Let’s say you’re shipping a domestic ground package in a 12" x 12" x 12" box. It weighs 4 pounds, and it’s going in Zone 2.
Your calculation would be 12" x 12" x 12" / 166 = 10.4 dimensional weight (round up to 11).
The dimensional weight (11 lbs) is greater than the actual weight (4 lbs). Therefore, your shipping charge is calculated on an 11 pound package. This results in a 24% price increase for this package, compared to non-dimensional weight rates. .
If you purchase an item that is assessed a shipping charge, your on-screen order total will reflect this additional charge before your final order submission. Please ensure that you check your final order total and the charges displayed are what you expect to pay.
RISK OF LOSS
All items purchased from Rescue Pet Supply are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.
YOU MUST OBTAIN RETURN AUTHORIZATION BEFORE RETURNING ANY PRODUCT.
You may return most new, unopened items within 30 days of delivery for a full refund*, less shipping charge. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, submit your return request through your online account, or by CLICKING HERE. If you do not have an account please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. Remember, we do not pay return shipping unless the error is ours. If it's your mistake, unfortunately you pay the shipping. If your order was shipped under our "Free Shipping" offer, and the return is not our fault, the actual shipping charge will be deducted from total refund.
Need Help with a Return?
Our very helpful customer service team is here to serve you from 9am - 3pm, Monday - Friday and can be reached toll free at 1-866-454-PETS (7387). You may also contact us via email 24/7. We'll be happy to provide you with an RMA (Return Merchandise Authorization) number and instructions for returning your product. Please remember that all returns MUST have an Return Merchandise Authorization before it can be accepted at our warehouse.
We do not pay return shipping unless the error is ours. If it's your mistake, unfortunately you pay the shipping.
*Restocking charge - Some items are shipped directly from the manufacturer and carry a restocking charge if returned. In particular Pet Gear (25%), K&H (25%), Ergo (25%), and Midwest Products (25%). You will be advised of any restocking charge before you receive you return authorization.