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our policies
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Terms & Conditions:
1. General
These General Terms and Conditions of Use ("Terms") are entered into by and between you and 24seven Pet Avenue. In consideration of your use of and access to…
Privacy Policy:
The Information We Collect
When you visit our website, our web server automatically collects information, such as the domain name (IP address) of the web server that initiated…
Order Confirmations:
Email Order confirmations are sent immediately following completed orders on our system. If you do not receive an email confirmation, please contact us and we will forward
it to you. We advise that you review your order confirmation carefully to make sure that it accurately reflects your intended purchase. We cannot cancel orders once they are
entered into processing. AOL subscribers may want to check their spam folders for such confirmations. You will receive a shipping notice once your order ships.
Your tracking information is either uploaded into your account or provided by separate email from UPS.
Canceling Your Order:
We advise that you review your order confirmation carefully to make sure that it accurately reflects your intended purchase. We cannot cancel orders once they are
entered into processing.
Shipping:
24Seven Pet Avenue uses UPS to provide the most reliable shipping option. Most orders ship within 1 to 2 business days after credit card approval.
Once your order ships, you will receive a confirmation email with your UPS Tracking Number. Orders may arrive in multiple packages as we sometimes ship directly from our wholesalers.
We are sorry but we are unable to ship to PO Box, APO and FPO addresses at this time.
We ship UPS ground.
At this time, we ship to the continental United States only. For International orders please contact us at 973-625-7238.
Returns / Refunds:
All return items must be in new and unused condition including the original packaging and tags. You must notify 24Seven Pet Avenue via email within 10 business days after receiving your order.
You can return items for an in-store credit for 100% of your purchase price (less shipping charges). This does not apply to custom products or items that are not returnable under any circumstance.
In store credits are good for up to 1 year from the date of your purchase. If your order originally qualified for free shipping, then we will withhold up to a $15.00 S&H fee to help offset labor,
materials, & shipping expense. The majority of return requests will be processed within 3 business days of receipt of the returned product. All returns will require email certification from a customer service
agent at cs@24sevenpetavenue.com. Please include your order number within the confirmation email. All return shipping costs are the responsibility of the customer except in a
case where 24Seven Pet Avenue shipped a defective or incorrect item. You are responsible to ensure that the item reaches us, so you should use a reputable shipping company with tracking numbers.
We are not responsible for items that are shipped back to us, and never reach us.
Certain custom orders as well as used items are not returnable. A restocking fee of 30%, in addition to shipping costs, will be charged for non-stock items, should you decide to return them.
The following products are not returnable under any circumstances: Special order items.
All pet bags, totes, and carriers are not eligible for refunds. If they are unused, in the original packaging, and not custom orders, then we will gladly allow you to exchange them for another bag, tote, or carrier of
equal or greater value. We will charge your credit card for the shipping costs and any price variance. Any carrier exchange requests must be made within 48 HOURS of receipt of your order, and must be done via email:
cs@24sevenpetavenue.com. This is to help ensure that pet carriers are not used and later returned for an exchange.
Returned products must be in new and unused condition, in the original box with all the documentation, parts and accessories to insure credit. “New and unused” means sale-able condition, not dirty and not washed.
We cannot accept returns for an item with any indications that it has been used.
Please note: Health regulations prevent sellers from taking back carriers and other pet items that have been used. This is for the health and safety of pets, to protect them from contagious diseases and pests.
If you have any questions about this policy, please feel free to contact us via email at cs@24sevenpetavenue.com or telephone at 973-625-7238.
If your order arrives at your door damaged, broken or defective, we will at our discretion, either replace the broken parts if possible or ship out a new one completely at our expense.
You may be required to hold onto the damaged item for up to 30 days for inspection by the shipping company.
Requests for replacement parts will be processed as quickly as possible. Please note that we are not able to express ship replacement pieces.