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How do I place an order in your store?

1. Add Items to Your Basket

To shop at RescuePetStore.com, just locate an item you'd like to purchase and click the "Add to Basket" button. These buttons are usually found beside featured products, on product pages, and search results pages. Clicking this button places the item in your Cart. Each time you click "Add To Basket", the page will refresh and display the newest item in your Basket, as well as previous additions, Shipping Calculator, and links to "Secure Checkout".

2. View Entire Basket

You do not have to view your entire Cart before you check out, but it's a great place to look over your order. The Basket displays all the items you have selected and lets you make adjustments. You can increase or reduce the number of items you'd like to buy, or remove items from your Basket. It also provides a subtotal -- before any shipping charges and taxes are applied -- for your purchase. Once you're comfortable with the items in your Cart, click the "Checkout" button.

3. Checkout

All customers are taken to our Information page. If you have created an account in the past, and have not logged in to your account, you may do so from a link provided on this page. If you don't have an account and would like to create one, click "My Account" on the top menu bar and select "Create New Account" and we'll let you create an account as you check out. You may also checkout without creating an account

4. Provide Shipping Details

We'll ask you to provide your Ship To: address and a valid email address so we can provide you with your invoice, credit card receipt, and order status reports. Please remember to provide all required information accurately. Failure to do so will cause delay or cancellation of your order. Please be advised that anti-spam software may inadvertently block our email. If you do not receive a receipt upon placing your order check your spam/delete folder before contacting us. Once you enter this information, click "Continue."

5. Choose a Payment Method and Shipping Method

Here you select your payment method and shipping method. You will also be given the opportunity to select a rescue organization to receive your donation. Remember, this doesn't cost you a cent. We give the donation in your name. Once you enter this information, click "Continue."

6. Placing Your Order

You're done! Finally, we display a page with your complete order and order number, which you can print and save for your records. Shortly after this page displays, you will receive an email confirming the details of your order.

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What forms of payment do you accept?

We accept the following major credit cards: Visa, Mastercard, Discover Card, and American Express. We also accept payment through PayPal.

Please contact us directly with any questions.

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How secure is your payment processing?

We use Authorize.Net for our payment processing through 128-bit encryption. The security of our site is protected by Trustwave.

PayPal payments are processed on their own server and are protected by PayPal security.

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Why do you require a telephone number and email address before you will process and ship my order?

Our reason is twofold.
First, on occasion, problems arise with orders either during the shipping process, or after the order has been shipped which may require that we contact you for additional information regarding your order. If this occurs and we have not required this information, we would be stuck, as would you, in a situation where we cannot ask you the simplest question over the telephone to resolve the problem. Hence your telephone number is required. We do not share your information with ANYONE.

Second, we have an extensive Fraud Protection Suite through Authorize.Net, our credit card processing company, but unfortunately clever Internet thiefs who have already stolen your information have ways around these protection filters. The most precise way to authenticate an order is via email. Your email address is a unique identifier that no one else should be able to access. If our correspondence, generally your sales receipt, is returned to us as an undeliverable email address, we must hold your order until we can verify a good email address before completing processing of your order. If we cannot do this, your order will be canceled. Remember, we do not share your information with ANYONE. For further information please refer to our Privacy Policy.

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How do donations really work?

We support animal rescue by contributing 10% of the total purchase price (less shipping and applicable taxes) to the rescue group via an Affiliate link displayed on our Affiliate's website. We no longer make direct contributions to animal rescue groups that are not registered with our Affiliate Program. If your favorite rescue group does not display a Rescue Pet Supply banner, indicating their participation in our program, have a representative contact us for details. Click Here for a list of Affiliates.

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Do you ship to APO addressees?

We do ship via USPS Priority Mail to APO addresses. This selection is available during checkout. In some cases there are weight and size restrictions. If you have questions please contact BEFORE ordering.

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I requested UPS Delivery and you shipped via US Mail. Why?

On rare occasions the method of shipment you select will not be available for the size and shape of the product(s) you order. If you select a method of shipping and a different method is preferable based on carrier restrictions, size of the item, the cost of shipping, and the time in transit, we may choose to ship via an alternative method. Economy or Standard shipping requires up to 8 days for delivery depending on your location. For example, west coast orders usually require 6-8 days for delivery.

Our shipping cost computation are estimates. The cost may be more or less depending on such things as urban or rural delivery rates. If the cost is excessively more, you will be contacted regarding the shipping adjustment.

All of our shipments have a delivery time from 1-5 business days depending on where you live. If you have a special situation that requires expedited shipping please contact us directly before ordering.

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When will my order arrive?

This is a broad question and we will attempt to answer it as best we can.

Most orders ship within 48 hours, however it is not unusual for large or manufacturer shipped orders to ship within 3-5 business days. Your order is important to us and we work to ship your order as soon as possible. If any item is back ordered, we will contact you via e-mail to let you know your options. You will receive an official shipping notification via e-mail as soon as your order ships. If online tracking is available for your order, we will also include a tracking number with your shipping notification. Tracking information is available 24/7 via our Order Status page.

  • Priority Mail usually delivers within 3 business days of shipping.
  • Economy Shipping takes from 2-8 business days depending on your delivery location and is generally via UPS SurePost.
  • UPS delivery takes up to 5 business days to the continental U.S. Please refer to Transit Map below for delivery time from our warehouse. Remember that all transit time is in BUSINESS DAYS.
  • FREE SHIPPING orders generally are sent via the most economical method including UPS SurePost. Delivery times may up to 8 BUSINESS DAYS. If this time line does not meet your needs condition please consider an alternate method of shipping.
UPS Transit Map

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How do you calculate shipping charges?

We consider our shipping charges to be a Shipping & Handling charge. This means that we take into consideration the prevailing shipping rate, (supplied by the U.S. Postal Service, Federal Express, and UPS), plus the cost of materials including boxes, cushioning materials, shipping labels, etc. to calculate the Shipping & Handling charge for each package. In most cases the total cost of shipping a package in greater than the amount charged to the customer. You may calculate the cost of shipping by using our "Calculate Shipping" feature available on the "Shopping Basket" page. You must add an item to your basket before this feature is available. All shipping options displayed may not pertain to your particular order.

The shipping charge you select is the final shipping amount you are charged. The method may be changed at our discretion based on the products you have ordered. We do not attempt to bill you later for additional shipping charges, nor do we refund shipping charges based on a lower rate that you could have selected.

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Do you ship to international addresses?

We do ship to addresses outside the continental U.S.

We ship internationally via USPS Priority Mail International and Express Mail International since these methods allow for tracking and insurance.

Notice to International (non-U.S.) Customers Only: International shipments are wrought with hidden cost and delivery uncertainties. Please be sure that you understand all the pitfalls associated with ordering internationally before ordering.

Please be advised that most countries charge duties and taxes on shipments originating from outside of their borders, especially the U.S. Any customs duties, fees, and/or taxes are the responsibility of you, the customer, and will be due before you can receive your shipment. If you are unaware of the charges that you may incur, please check with your customs agency before we complete the processing and shipping of your order. Also, we will do our best to determine whether there is a prohibition by your customs agency regarding any product you order, but in many cases the information provided by the US Postal Service may be incomplete. It is your responsibility to determine in advance of order whether the items you order violate any of your country's custom regulations. If an order is refused entry into your country and returned to us, we will only refund the products within the order that are still in salable condition. We will not refund the shipping charge. And finally, we will to the upmost to package your order in such a way as to insure that it arrives in good condition. If your order is damaged in transit, we will not replace the damaged item(s).

For the security of our customer's, as well as our own, we will not ship to an international address where the Bill To: and Ship To: addresses are different. Please contact us prior to ordering for information regarding shipping cost and delivery time for orders shipped outside the U.S.

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May I pickup my order at your store?

Store pickup is available at our Denver, Colorado warehouse.

Please contact us by telephone at 1-866-454-7387 with your questions.

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What is your Return Policy?

YOU MUST OBTAIN RETURN AUTHORIZATION BEFORE RETURNING ANY PRODUCT.

Returns* may be made within 30 days of purchase. Any new, clean, unopened, resalable product may be returned. A RESTOCKING FEE of up to 25% may apply, depending on the item. Please contact us via email at "cs@rescuepetstore.com" to obtain return authorization BEFORE returning any product. Your may also call us at 866-454-7387. We return telephone calls within 2 business days. Please have your Order number ready when you call.

We do not accept any refunds on size substitutions on articles of clothing (pet costumes, t-shirts, etc). All purchases of clothing are final. We recommend sending returns to us in a secure box and by UPS or insured receipt for your protection. A copy of your packing slip in the box and your issued RMA number on the copy of your packing slip will expedite the processing of the refund, which generally takes 2-3 business days upon receipt of the return.

Orders returned as "undeliverable" by the carrier will be treated as a return.

A charge of 10% or $5.00 (whichever is greater) will be deducted from the refund of any item purchased under a "FREE SHIPPING" promotion to defray the original shipping cost. As with any order, this does not apply if we made a mistake with your order or where a replacement product is involved.

*In most cases, we cannot perform exchanges. Please contact us to find out if your order qualifies for an exchange. All other products returned to Rescue Pet Supply are processed as returns according to the Returns Policy above. If we inform you that we cannot provide an exchange for your order, simply return the unwanted product and order a new replacement product online.

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May I Order by Telephone?

Yes, we do accept orders by telephone. However, the quickest and safest way to order is via our online order system. Our website is exceptionally secure and is certainly more secure than an unencrypted telephone line for passing confidential information. If you wish to place your order by telephone, call our toll free number, 1-866-454-PETS(7387), during regular business hours of 9:00am to 3:00pm, Monday through Friday. If you receive a recorded message please leave your contact information, (name and daytime telephone number), and the best time to contact you. We will return your call within two business day.

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I placed an order but did not receive email verification of my order. Why is that?

In most cases the reason that you do not receive a credit transaction receipt and an email copy of your invoice is that you are using a spam filter or ISP service that is filtering your email. For example, if you are using Earthlink, our email receipt will generate a request from Earthlink, on your behalf, requiring us to verify the nature of our contact before the email is allowed to be delivered to your email Inbox. Unfortunately, we do not have the time nor the manpower to respond to these requests. The solution: Add our domain, rescuepetstore.com, to your list of approved or authorized domain from which you will receive email. We also have instances where customer's have left a fake email address to avoid incurring spam messages. Be advised that we do not sell or give your email address to any third party and we do not send unsolicited emails.

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How do I log-out of my account?

We no longer use accounts to save customer information. Through a survey performed by a large customer satisfaction and marketing company we found that most people do not like to create an account when making a purchase on the Internet. Through a random survey of our own we found the same response. Therefore, we have streamlined our checkout process so that creating an account is not necessary. Tracking of your order and your order history is still available through the Order Status page.

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When I attempt to view your store menus they are cutoff and do not display properly. What do I do?

Our new online store was developed to accommodate a large range of Internet browsers. Most specifically, we are compatible with all the current versions of Microsoft Internet Explorer, Mozilla Firefox, and Apple Safari browsers. We are also backward compatible with some of the previous versions of these browsers. Unfortunately, we cannot be compatible with all the older browser versions. In particular, if you are using an AOL version browser it is recommended that you upgrade to another browser immediately. To best enjoy the functionality of our online store, and to improve your overall Internet experience, we suggest upgrading to the latest version of whatever browser you prefer to use. We have included below links to upgrades websites for the more popular browsers. These upgrades are free and generally perform the upgrade automatically. Please consult your ISP (Internet Service Provider) if you require further assistance.

Microsoft Internet Explorer Upgrade
Mozilla Firefox Browser
Apple Safari Browser

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What does the Promo Code box mean at checkout and how do I participate?

What are Customer Reward Points?
Rescue Pet Supply promotes customer loyalty through our Customer Reward Program. Login to an existing account or create a new account to start accumulating Customer Reward Points. These points are then added to your account every time you place an order online. Use these points to save money every time you place an order or you can save your points and redeem them at another time. There is a $10 minimum purchase to accumulate points. Customer Reward Points are redeemed during the checkout process and are applied to the order total excluding shipping and taxes.

What are Promotional Coupons?
From time to time we issue promotional coupons on Twitter, Facebook, and monthly within our Rescue Pet Supply Newsletter. Use these coupons/codes to save money on your next order. Customer Promotional Coupons/Codes are redeemed during the checkout process and are applied to the order total excluding shipping and taxes.

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I'm interested in purchasing an item that you also sell on Amazon, but your Amazon price is less? What do I do?

We appreciate our customer loyalty and like to reward this loyalty every chance we get. From time to time there will be discrepancies in the pricing between our Amazon Merchant store and our Rescue Pet Supply store. If you find that OUR price is less on Amazon, place your order through our Rescue Pet Supply online store and send us an email indicating that you found the pricing to be less on Amazon. We will confirm this information and adjust your selling price. This is a great opportunity for our loyal customers to receive the benefits of our Amazon pricing, while also being able to earn points towards future orders! This offer does not apply to shipping charges and sales tax and only applies to Rescue Pet Supply items on Amazon.

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If you don't find an answer to your question below please call (866)454-7387 for a friendly customer service representative who is focused on your satisfaction.

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