When placing an order with eluxurypets.com, please take the time to make sure that all shipping and billing information is current and correct.
All orders placed by credit card are subject to verification by our credit and fraud avoidance department. This may delay the processing of your order. Therefore, we reserve the right to cancel any order. Subsequently, we may notify you that we are unable to ship to your P.O. Box and/or must ship to your credit card billing address. This is all done to protect you as a customer and us as merchants.
We accept Visa, MasterCard, American Express, Discover and e-checks through Pay Pal. We are a verified Authorize.net merchant, so you can shop with confidence that all of your transactions are SECURE.
Your electronic receipt or any other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. We reserve the right at any time after receipt of your order to accept or decline your order for any reason.
All sales are subject to product availability.
If you have any questions regarding these policies, feel free to Contact Us directly.
Please note: Although we strive to provide the highest level of customer service possible, any special requests made while placing your order can not be guaranteed during the shipping process including but not limited to:
- - having orders shipped to one place, but have all literature and invoices mailed to another location
- - thank you cards
- - order notes such as leaving at side door
In an attempt to continue to bring great products at low prices to our customers, under no circumstances will any special order products be accepted for a return, or will shipping and or related charges be refunded.
All orders placed through eluxurypets.com will be shipped from the United States.
Upon authorization of your credit card, an order confirmation will be sent to the email address you have specified. A shipping confirmation will then be sent to the same email address upon shipment of your order. Most in stock orders are shipped within 3-4 business days after payment has been received. Delivery can take up to five business days on US orders depending on the shipping method. International orders can take up to 2-3 weeks for delivery.
We ship almost entirely via United Parcel Service(UPS). For orders that weigh less than a pound, you will find the United States Postal Service (USPS) more economical.
Keep in mind that UPS Will not deliver to PO boxes or APO/FPO addresses and does not deliver on Saturdays!
International orders are shipped primarily by USPS.
Eluxurypets.com is not responsible for incorrect addresses given, refused or unclaimed shipments. We have NO control over your package or delivery times once it leaves our facility. If your order is not received, please check with the carrier or contact us to follow up.
We use recycled boxes, envelopes and packing materials for all orders.
All shipping cost will be shown during checkout. This information is also printed on the bottom of each items detail page.
If you are purchasing multiple items from us, we will send you an invoice with the combined shipping charge. Combined shipping is available on most products. The software will automatically calculate this for you based on the items that you have purchased. Each item after the first will have a discounted shipping price. This discount is 25%. If you need exact shipping charges, please feel free to contact us for more accurate fees.
Please note: International buyers may be charged some additional fees upon the delivery of your item. These may include, but are not limited to: brokerage fees charged by the shipper, customs taxes, VAT taxes, import duties, and custom clearance fees. These additional charges can be particularly high. Please be aware that we will take no responsibility for these or any other additional charges. The buyer is fully responsible for paying these additional charges.
Please check with the customs department in your country in regards to these policies to avoid unexpected customs fees or duties.
If you are sending a gift internationally directly to the gift recipient these fees will still need to be paid before the order can be delivered.
If you need to upgrade shipping please contact us and we can give you an accurate price quote.
Damaged or Lost Shipment Instructions
Customer satisfaction is our number one priority. In the event that an item is damaged or lost please contact us within 2 business days of receipt or notice.
You can either notify us by email or phone, include your full name and order number in this correspondence along with information on the damage, defective or lost notification of item.Please keep the damaged item in its original packaging so that we can file an insurance claim and UPS can inspect the damaged item if needed.
Once we have received all information and claims have been filed we can then send a replacement out to you. This process usually takes 4 business days for damages and 8 business days for lost orders after the claim has been submitted to UPS.
All replacements will be sent via the same shipping method as originally chosen. Shipping cost will not be refunded. Refunds are available and substitute items offered if the original item is no longer available.