- If for any reason you are unsatisfied with your purchase at shop.vannesspets.com, returns for most items will be accepted within thirty (30) days of the original purchase date. Before sending your return, please email our Customer Service Team: firstname.lastname@example.org
a. All sales are final after 30 days from the original date of purchase.
b. Van Ness Pets does not refund original shipping and handling costs.
c. Return shipping charges are paid by the customer.
d. Returns must be shipped freight prepaid. Any return sent back to Van Ness freight collect will not be accepted.
e. All returned items must be in new, unused condition and in original packaging as received. Please include a copy of the original packing list or the Van Ness order number with the return.
f. If your product is missing parts, please email us at email@example.com within 30 days of the original date of purchase and we will send you a replacement part at no charge.
- Damaged items
a. If a package arrives damaged, it’s best for you to refuse the package. If you sign for and keep the package, you should note the damage when signing for it so that a claim may be filed with the carrier. Please email firstname.lastname@example.org to notify us of the damaged shipment immediately upon receipt so a claim may be filed with the carrier. Do not dispose of the damaged item or the packaging it arrived in until instructed by Van Ness Pets as this could delay the claims process.
b. Damaged products may be replaced or credited within 30 days of the original date of purchase.
- Defective items
a. Defective products may be replaced or credited within 30 days of the original date of purchase. Please contact us at email@example.com before shipping the defective item back to us.
- Exchanged items
a. An exchange will be handled as a purchase/return. You should make a new purchase of the correct item and return the original item back to Van Ness Pets in unused condition.
- Incorrect item
a. If you receive the wrong item, please contact Van Ness Pets at firstname.lastname@example.org for further instructions.
- Order cancellation
a. If you wish to cancel your order, please contact Van Ness Pets at email@example.com
b. Orders are sent to our distribution center approximately 60 minutes after placement and can only be canceled if they have not yet been processed.
a. All credits will be made back to the original payment method. Van Ness will request a credit to your account within 14 business days from the date that we receive and audit the return. If the item is not returned, then credit will not be issued.
b. Please note that credit card companies vary in the time it takes to post credits to your account and we cannot control when you will receive your credit.
- All product returns should be sent directly to:
Van Ness Pet Products
400 Brighton Road
Clifton, NJ 07012
Attention: Customer Service