Shipping & Returns

CUSTOMER SERVICE
We pride ourselves in excellent customer service. Do not hesitate to contact us at anytime – we’re here to help! If there is a product you’re looking for that we don’t carry, we’ll find it for you. Members of our staff attend the major pet product conferences throughout the year so that we can be sure to bring you the hottest pet products on the market. Email: custserv@ranchhousepetsupply.com

PAYMENT METHODS
Ranch House Pet Supply accepts Visa, Mastercard, American Express and PayPal. Personal checks and COD are not accepted.

CANCELLATIONS
Due to our fulfillment process, orders cannot be cancelled after they are placed. In rare cases if processing is not already in progress, we may be able to cancel an order, however a $5.00 non-refundable cancellation fee applies. Please contact us immediately at 877-382-PETS(7387) to inquire about the possibility of cancelling an order.

SHIPPING
If you live in , Alaska, Hawaii or Puerto Rico, please inquire about shipping rates and product availability.

Orders are typically shipped within 2 - 4 business days, many times within 24 - 48 hours if possible. From time to time, our suppliers may run out of a particular item. We ask for your patience as we constantly re-stock these items and will ship to you as soon as they arrive.

Unless otherwise noted, orders are shipped to you via UPS. Some items shipped to Florida addresses will incur a 7% sales tax - this will be noted on the product listing page. We always use to least expensive shipping methods possible in order to ensure that you receive the most economical rates. Items which are shipped direct from the manufacturer may be shipped via other carriers, such as USPS, Fedex or DHL, and may require an additional charge, which is noted in the item description and/or during checkout.

There is an additional charge for size/weight of specific items.

U.S. SHIPPING CHART
Order Amount	Ground (7-10 Days)
$0 - $9.99	$6.95
$10 - $19.99	$8.95
$20 - $49.99	$12.95
$50 - $98.99	$14.95
$99.00+	FREE!

RETURN POLICY
Your satisfaction is always our goal, as we strive for 100% customer satisfaction. Unless other return conditions are noted for the specific item you have ordered, we will happily accept returns for items which are unsatisfactory for any reason, under the following conditions:

1. All items (excluding non-returnable items and unless otherwise noted on the product web page) may be returned within 30 days for a full refund of the purchase price, provided the item is UNUSED and in the original packaging.

2. Some manufacturers charge a restocking fee for items returned -- please read each product page carefully.

3. Shipping is not refundable.

4. NON-RETURNABLE ITEMS: All apparel items, edible products, holiday/seasonal merchandise and clearance/closeout items are non-returnable. Returns of pet carriers (in UNUSED condition only) are charged a 25% restocking fee.

RETURN PROCEDURES
Returns must be made within 30 days of purchase. Please follow these return instructions carefully:

1. You must request Return Merchandise Authorization (RMA) number from our customer service department by calling us at 877-382-PETS(7387), or emailing us at returns@ranchhousepetsupply.com with the reason for your return. We will not accept any returns without a valid RMA.

2. Once you have received an RMA number, complete and send our Return/Exchange Form with your return. Note the RMA number at the top of this form, and on the outside of your package.

Customer will be responsible for any and all shipping charges to return the item(s) to us. If items are lost or damaged on their return trip to us, we cannot issue a refund. We recommend that you ask for delivery confirmation.

DEFECTIVE ITEMS: If your item is defective you MUST CALL US WITHIN 48 HOURS OF DELIVERY at 877-382-PETS(7387). Sorry, no return request for defective items will be accepted via email.

EXCHANGE POLICY
RHPS is happy to exchange your items. Please follow the instruction below to complete an exchange:

1. Call 877-382-PETS(7387) or email us at returns@ranchhousepetsupply.com for an EMA (Exchange Merchandise Authorization) number.

2. Complete our Return/Exchange Form indicating the new items you would like. ALL EXCHANGES MUST have a valid EMA number and must be accompanied by this form.

Shipping for the exchanged items is charged at a nominal fee - you may inquire about the amount of the shipping back to you when you request your EMA number. Please allow 7-10 business days for exchange processing. If you need your exchange immediately and do not want to wait, you can also place a new order for the correct item(s) and just arrange to return the items that you don't want.