Thank you for shopping with Van Ness Pet Products. We work to process and ship every order as quickly and carefully as possible.
Shipping charges are calculated at checkout and are based on:
Your complete shipping charge will be displayed before you submit payment. Shipping rates may change without notice.
We currently ship website orders within the 48 contiguous United States and the District of Columbia.
At this time, we do not ship website orders to Alaska, Hawaii, U.S. territories, APO/FPO/DPO addresses, or international destinations.
A complete and accurate street address is required. We are unable to deliver to P.O. boxes.
Orders are processed Monday through Friday, excluding holidays. Most orders ship within 1–3 business days; however, processing may take longer during holidays, promotional events, periods of high order volume, or due to product availability.
Orders placed on weekends or holidays will begin processing on the next business day.
Delivery times vary based on the destination, shipping method, carrier activity, weather, and other factors outside our control. Any delivery date provided by the carrier is an estimate and is not guaranteed.
Delivery time begins once the order has been shipped and does not include order-processing time.
Once your order ships, a confirmation email containing tracking information will be sent to the email address provided at checkout. Please allow time for the carrier’s tracking system to update.
Orders containing multiple products may be shipped in more than one package. If so, you may receive separate tracking information for each package.
Please review your shipping information carefully before submitting your order. If you need to change or cancel an order, contact us as soon as possible.
We will make every effort to accommodate your request, but orders cannot be changed or canceled once they have entered the shipping process. Van Ness Pet Products is not responsible for delays, additional shipping charges, or undeliverable packages resulting from an incomplete or incorrect address supplied by the customer.
Once an order has been transferred to the shipping carrier, delivery may be affected by weather, service interruptions, peak-volume periods, or other circumstances outside our control.
If tracking shows your package as delivered but you cannot locate it, please check around the delivery location, ask other household members or neighbors, and allow up to one additional business day, as carrier scans can occasionally occur before delivery.
If the package still cannot be located, please contact the shipping carrier and then contact Van Ness Customer Service for assistance.
Please inspect your order promptly after delivery. If an item arrives damaged or something is missing, contact us as soon as possible and provide:
Please retain the product and all original packaging until your claim has been resolved.
Questions about an order or shipment may be submitted through our Contact Us page. Please include your name and order number so we can assist you promptly.
Customer Service is available Monday through Friday, 9:00 a.m.–4:30 p.m. Eastern Time. We typically respond within 1–2 business days.
