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Shipping & Returns

SHIPPING
The VetFriends Team does our best to ship your order once fulfilled within 2-5 business days. Business days do not include Saturdays, Sundays, or days of holiday observance. Priority shipping does not rush fulfillment times. Priority orders are still subject to the availability of the items in the order. All orders are fulfilled in chronological order and then in order of availability by our shipping department. 

All orders over $100 are shipped with a signature guarantee. If you are not available to sign for the package at the time of delivery you must contact the United State Postal Service. For any order with an incorrect mailing address our customer service agents will attempt to contact you via the email address provided with the order. If a customer does not respond within 5 business days, the order will be refunded to a store credit gift card for the order to be purchased at a later time with the correct address. At this time VetFriends does not ship internationally. VetFriends will however ship to a Military APO Address.

CANCELATION POLICY
All orders canceled by a customer within our normal processing time of 2 to 5 business days will be refunded in store credit gift card. Any duplicated orders that are canceled will be refunded back to the original form of payment. A store credit option will be offered for any duplicates. Orders canceled outside of our normal shipping times can be refunded back to the original form of payment if it is requested in email form to returns@vetfriends.com.

BACKORDERED ITEMS
While we do our best to ensure that we have sufficient stock on all of our items, on rare occasions we may run out of stock. If we do run out of stock on a particular item you've ordered, we will ship the remainder of your order first; notify you via email; highlight the items that are backordered and ship them out as soon as possible to complete your order. If we are not able to complete your order, we will notify you via email and refund the cost of the item in a store credit gift card. Backordered items are invoiced when they ship, not when your order is placed. However, your purchase receipt will show your total order amount, including the backordered items.


Price Match Policy

The details:

Our Price Match Guarantee covers one price match per identical item per customer, at the current final-sale price (tax +shipping/handling) available to all customers.

• External Price Matches (Competitor Pricing)

If you find a lower price on a competitor's site for a new identical item, just provide proof of price to our Customer Service Department, and we'll match the price by issuing you a credit for the difference.

For items that have already been purchased from VetFriends.com, you must contact Customer Service within seven days of your initial purchase in order to claim your Price Match rebate.

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• Internal Price Matches (VetFriends pricing)

If you notice a lower price on VetFriends.com for an item you have already purchased from us, we will honor the lower price if claimed within three days.

The exclusions:

• The item cannot be a final sale or clearance item from a competitor's store.
• Items must be identical and not fall under any special membership pricing on the competitor's site.
• VetFriends will not match competitor prices lowered as a result of: financing offers, bundles, BOGO or free items, pricing errors, mail-in offers, coupon offers, items advertised as limited quantity, clearance items, open-box items, refurbished items, pre-owned items, daily deals, special - hour sale event items, credit card offers, or gift card offers.

• Proof of price:

Our customers must provide the online price and retailer by providing an active link for customer service to verify. Please forward all price match links to support@vetfriends.com, and provide the date you saw the lower price.

If you have already purchased an item from VetFriends.com and seek a Price Match rebate, please also provide the date of your original purchase.

Can I combine this with other discounts and promotions?

Promotional/coupon codes may not be combined with the Price Match Guarantee.

VetFriends membership discounts are always honored.

When can I use my promo/coupon codes?   Promotional codes are limited time offers. Promo codes are only good for use on new orders and may not be applied to previously placed orders.

How long will it take to receive my package?   We try our best to ship orders within 2-5 business days (i.e. Monday - Friday).

• How will my package be shipped? We use the United States Postal Service for all of our shipping needs. When your order is shipped, you will receive a tracking number. We do not provide overnight or expedited shipping, even for an extra charge. All items are shipped by USPS First Class or Priority Mail, dependent upon size and weight of the package.
  
  
• All orders over $100.00 must be signed for. If you are not home to sign for the package at time of delivery, a notice will be left on your door or mailbox.
  
  
• International Orders - Unfortunately, we are unable to accept/ship orders outside of the United States at this time. A.P.O. addresses are accepted.
  
  

Cancellation Policy - You may cancel an order any time before shipment. Once the item has been shipped, you must refuse the package or pay for return shipping. See below for more information regarding the refund/exchange policy.

Return/Exchange Policy

Store credit will be issued for any product returns or cancellations, equal to or greater the original purchase amount. In the event that store credit is not accepted by the customer, a cash refund can be issued with approval. Please send any cash refund inquiries to: returns@vetfriends.com.

Conditions for Returns and Exchanges:
*Item does not smell of smoke or pets
*Item is in its original condition
*Item is not washed
*Item is mailed back to VetFriends within 365 days from the date of purchase

If your return does not meet the above criteria we will only issue a store credit and the 365 money back guarantee does not apply as the item cannot be restocked. We will inform you of which of the conditions have not been met and we will send your store credit gift card via a separate email. If we receive the item in a condition that does not meet our return criteria, we reserve the option to not refund the item.

Returns
You should expect to receive a store credit gift card the same day as our receipt of your package. You will be notified via e-mail of the status of your refund and any potential adjustments once we have received and processed the return. Our VetFriends store credit gift cards will never expire and balance is saved. Store credit can be combined with member discounts, sale prices and special promo codes as well.
In the event that store credit gift card is not accepted by the customer, a cash refund can be issued with approval. Please send any cash refund inquiries to: returns@vetfriends.com before shipping a return to us.

Exchanges
To exchange an item you purchased, simply mail the item back to us (to the address below) with a note giving your order number and the item number that you would like in exchange. Once we receive your exchange request package we will contact you via email and let you know the process of the exchange. We will process any exchange within $3 as an even exchange. If the item you would like is of a higher price we will refund the unwanted item in store credit that can be applied when purchasing the item of a higher price.
Please note if you have any general concerns or questions about our returns policy, please submit a ticket using the "Returns & Exchanges" option, and we will respond within 48 hours.

Damaged or defective Items
In the unlikely event that an item is damaged during shipping or is defective, please send if possible a photo of the item to returns@vetfriends.com to initiate an automatic replacement item to be shipped. If you are unable to send a photo please send an email describing the damage or defect and we will ship out a replacement. In your email please reference your order number to assist in facilitating your order correction. If the item is not in our available stock we will contact you to suggest a suitable alternative.

Our mailing address:
VetFriends.com
547 Long Point Rd Ste. 113
Mount Pleasant, SC 29464