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HOW OUR SITE WORKS 
ABOUT OUR POLICIES
PROBLEMS AND TROUBLESHOOTING
RETURN POLICY
HOW DO I KNOW MY ORDERING SESSION IS SECURE?
Your personal information is secure, period.
When you're asked for Billing information, look at the bottom of your browser window: depending on the version you're using, you'll see either a padlock icon which is CLOSED or a key which is all in ONE PIECE. That means that everything you type in and send to us is encrypted ("scrambled") before it leaves your computer; when your data arrives at our server, we decrypt ("unscramble") it and store it in a database which is secure.
To make sure you have the latest security features on your Browser, download and install the latest version
of your favorite Browser, Microsoft Internet Explorer or Netscape Communicator. |
DO YOU USE "COOKIES"?
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Yes. Our site makes use of "Cookies" to keep track of you and your order while you browse our site. "Cookies" are
in no way harmful to your computer system - this is simply the most effective way to provide quality service to our customers. |
WHAT IS A "COOKIE", ANYWAY?
A Cookie is text which we're asking permission to store in your Browser's directory. If you agree by
configuring your Browser to accept Cookies, then your Browser stores the text in a file on your hard drive. On most Browsers, the default
settings enable you to accept Cookies, so if you haven't changed your defaults, you most likely don't have to do
anything to ensure that your Browser accepts Cookies.
The Cookie we ask your Browser to store contains an ID number to track your Shopping Cart contents. It does not store any personal
information such as your e-mail address, street address or phone number. And, when you do send personal information to us, it goes nowhere else -
we do not sell lists or customer data to outside sources.
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WHAT DOES A "COOKIE" DO FOR ME?
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We use the Cookie to keep track of the items in your Shopping Cart. This is a common practice on the Web ...
almost every site which offers online ordering uses Cookies. One important thing to remember - every Web site's Cookies are
unique, which means that the Cookie we send your Browser cannot be read or used by any other site.
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WHAT IF I HAVE "COOKIES" DISABLED?
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Sorry, but if you disable Cookies on your Browser, you will not be able to purchase any products online. |
DO I HAVE TO ACCEPT ALL "COOKIES"?
The answer is "No". Depending on the Browser you're using, here are the general procedures to change your settings:
If you're using Netscape 3.x choose Options and then Network Preferences on the Menu bar. In the window which opens, select the
Protocols tab; place a check mark in the box next to "Show an Alert before ... Accepting a Cookie". This will give you the option
of accepting or declining a specific Cookie when one is sent to your Browser.
If you're using Netscape 4.x choose Edit and then Preferences on your top navigation bar. Once in Preferences, click on
Advanced located on the tree. This will give you four options to regulate Cookies.
If you're using MSIE 3.x choose View and then Options on your top navigation bar. Once in Options, click on
the Advanced tab and you will be given the option to check the box titled "Warn before accepting Cookies".
If you're using MSIE 4.x choose View and then Internet Options on your top navigation bar. Once in Internet
Options, click on the Advanced tab and scroll down to the yellow exclamation icon under Security. There you will be given three different options to regulate Cookies.
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DO YOU CHARGE SALES TAX?
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Sales tax is automatically added to all orders shipped to any address within the State of California. |
HOW DO YOU SHIP YOUR ORDERS?
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Most orders ship by USPS Priority Mail, bulky items by Airmail Parcel Post, UPS ground or FedEx Ground. Check out the shipping note on the item you are interested in. |
WHAT ARE YOUR SHIPPING/HANDLING CHARGES?
SHIPPING & HANDLING CHARGES
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Up to $24.99 |
$25.00 to $49.99 |
$50.00 to $74.99 |
$75.00 to $99.99 |
$100.00 and up |
Shipping & Handling |
$5.50* |
$8.25* |
$9.25* |
$10.25* |
$11.25* |
* Some of our products carry an additional surcharge to cover extra costs of shipping related to the size and weight of a particular package. |
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DO YOU SELL INFORMATION ABOUT ME TO OTHERS?
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We will never share any of your personal information without your prior consent. The data we gather from the Billing and Ship-To information is filed and used only to help us enhance the features and
content of our site - it is not used or shared in any other way.
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I ORDER A PRODUCT, BUT WHEN I REVIEW MY SHOPPING CART, IT'S NOT THERE. WHAT'S WRONG?
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Do you have your Browser set to refuse Cookies? That could be why your Shopping Cart is reporting that it's empty. We
use Cookies to keep track of the items in your Shopping Cart. If you have Cookies turned off, the Shopping Cart can't function properly. If this is the case, you will need to set your Browser to accept Cookies.
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I HAVE MY BROWSER SET TO ACCEPT "COOKIES", BUT I STILL CAN'T PLACE AN ORDER. WHAT'S WRONG?
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If you have your Browser set to accept Cookies but still can't add items to your Shopping Cart, you probably are having
a problem with the cache. When you try to add something to your Shopping Cart, your request was received, but the
screen that appeared is from your cached memory. This problem can be solved by clicking on the "Refresh" or "Reload" button on the top navigation bar of your Browser.
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WHAT ARE THE "DEPARTMENTS"?
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We have divided our products into seven main "Categories" according to who it's designed for - Dogs, Cats, Fish, Reptiles, Birds, Small Pets or People. Then,
within each of these Categories, we've further divided everything according to interest: Books, Jewelry, etc. The first
Department choice in every case is "All products", meaning all products in the Category.
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HOW DO I REVIEW WHAT'S IN MY SHOPPING CART?
At the top of each Shopping page there is a "REVIEW" button ... click on it to see a list of the products you have placed in your Shopping Cart. You'll see a Merchandise Subtotal, the Shipping Charges, and the Grand Total.
You can change the quantity of any product in your cart by changing the number in the "Quantity" column and
clicking on "RECALCULATE".
You can "put back" a product by changing the quantity to 0 (zero) and clicking on "RECALCULATE".
Keep shopping by clicking on the "RETURN TO BROWSING" button.
When you're finished browsing, click on the "CHECKOUT/ALL DONE" button.
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HOW DO I REMOVE A PRODUCT FROM MY CART?
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Click on the "REVIEW" or "CHECKOUT" buttons at the top of any shopping page. In the text box next to the product you want to "put back", change the quantity you've ordered to 0 (zero), and click on "RECALCULATE". The product you want to "put back" should be gone.
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I SET THE QUANTITY TO ZERO, BUT THE PRODUCT IS STILL IN MY CART. WHAT'S UP?
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If you are clicking on the remove button in your Shopping Cart but the item is still appearing on your screen you probably are
experiencing a cache problem. When you attempted to remove the item from your Shopping Cart your request did register, however the screen that appeared is from your cached memory. This problem can be solved by clicking on the "Refresh" or "Reload" button on the top navigation bar of your Browser.
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CLEARANCE SALE TERMS AND CONDITIONS
In order to receive the Clearance Sale pricing:
- Offer applies to all items currently listed on the website that are in stock.
- If your order subtotal, before tax and shipping, is greater than or equal to $50, you can receive 25% off the merchandise price.
- If your order subtotal, before tax and shipping, is greater than or equal to $100, you can receive 50% off the merchandise price.
- Offer only applies to inventory on hand. No rainchecks for this sale.
- You must write "Clearance Pricing" in the comments section during checkout. (NOTE: your total during checkout will not reflect the discount. The discount will be applied when your credit card is charged)
- If your order meets the above requirements, the charge on your credit card will be reduced by the appropriate discount.
- CA State customers will be required to pay sales tax on the pre-sale price.
- We reserve the right to change or discontinue this offer at any time.
- All Sales are Final. Clearance items are NOT RETURNABLE.
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WHAT IS YOUR RETURN POLICY?
Except for seasonal and clearance items, items not specified as unreturnable at the time of purchase can generally be returned for a refund (less shipping/handling charges and a 10% restocking fee; 25% restocking fee for cages and enclosures) as long as this is done within 14 days of receiving the order. Seasonal items may be returned for exchange only, not for refund.
Should you find it necessary to return a product to us, a valid Return Merchandise Authorization number (RMA number) must be obtained so we can authorize the return of the product.
- Fill out and submit a Return Request Form to request a RMA numberwithin 14 days of receiving the merchandise.
- We will generally respond with your RMA Number within 2-3 business days.
- Your return package must then be postmarked within 7 days of the authorization date.
Returns received without an RMA Number or after the deadline will be refused. We also will not issue a refund for the shipping fees unless the shipping service loses or damages your package (in which case, they'll be issuing the refund) or we sent you the wrong merchandise.
All products being returned must be 100% complete in original packaging and in resalable condition, with all packaging, original paperwork, instructions, blank warranty cards, accessories and documentation included. Returned items that do not conform to the above standards will be refused and will incur additional shipping charges to be returned to you. The customer is responsible for shipping and insurance charges on all return shipments. CoolPetStuff assumes no responsibility or liability for any items that are damaged during return shipping.
We charge a 10% restocking fee (25% for cages and enclosures) for all orders that are returned for refund not due to our mistake. There is no restocking fee for exchanges and store credits, which are issued only for the purchase price of the item, not for shipping charges. Additional Shipping/Handling fees will be charged when we send your exchange item. |
ARE ALL ITEMS RETURNABLE?
As a general rule, we cannot accept returns on such products as Pet Carriers, Nutritional Supplements, Skin Care products, Software and Books. Seasonal items (i.e. Halloween, Christmas, etc.) are returnable for exchange only, not for refund. Refunds will not be issued if such items are returned, and additional shipping/handling charges will apply if you want them sent back to you.
Click on the "TERMS AND CONDITIONS" button (at the bottom of the CHECKOUT page, before you select your payment method) for other restrictions. |
DO YOU CHARGE A RESTOCKING FEE?
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We do charge a 10% restocking fee (25% for all cages and enclosures) for all orders that are returned for refund not due to our mistake. There is no restocking fee for exchanges and store credits, which are issued only for the purchase price of the item, not for shipping charges. Additional Shipping/Handling fees will be charged when we send your exchange item. |
WHAT ARE YOUR SHIPPING/HANDLING CHARGES FOR EXCHANGES?
I RECEIVED THE WRONG ITEM. DO YOU PAY FOR RETURN SHIPPING?
First, sorry for the mix-up. We'll do what we can to make it right. You will be reimbursed for USPS First Class postage when we receive your return.
Please do the following:
- Fill out a Wrong Item Return Form to request a Return Authorization Number within 7 days of receiving the merchandise.
- Please be sure to let us know you are returning it because you received the wrong item.
- We will generally respond with your Return Authorization Number within 2-3 business days.
- Your return package must then be postmarked within 7 days of the authorization date.
- Please ship your return via USPS First Class mail or Parcel Post. UPS, Fedex, Priority Mail, Express Mail, or other shipping charges will not be reimbursed.
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MY ORDER ARRIVED DAMAGED. HOW DO I GET A REFUND OR REPLACEMENT?
If your item was damaged in transit, we will work with you to file a claim with the shipping service used for your order. We will supply any pertinent paperwork, receipts, etc., but we are not responsible for the outcomes of such claims as decided by the shipping service. In this case, the dispute is between you and the shipping service, as you are the only person who can attest to the condition in which the package was received. If you do not agree with their decision, you are perfectly entitled to appeal the decision, but we have no recourse if they reject your claim that the item was damaged in transit.
To initiate a damage claim, please fill out a damage claim form to advise us of the problem. Please do not send the package back to us unless advised to do so; the shipping service may need to view the package in its current condition, as it was received. Pre-paid return shipping or a free pickup may also be arranged, depending on the circumstances.
Please allow up to 30 days for completion of the shipping service's investigation. During that time, the item(s) may be replaced at our expense, depending upon the shipping service's initial findings. This will be determined on a case by case basis. |
MY ORDER ARRIVED INCOMPLETE. HOW DO I GET A REPLACEMENT?
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If your order arrived and was incomplete, we are sorry for any inconvenience! Please be sure to check your shipper, as the missing item(s) may be on backorder or may have been shipped separately. Your shipper will indicate the status of these items in either instance. Should your shipper indicate the item(s) were shipped and you have not received it, please contact Customer Service and provide us with your order number, complete name and the missing item(s). We will generally respond within 2-3 business days. We will cover any additional shipping costs in getting the missing item out to you. |
I RECEIVED A DEFECTIVE ITEM. DO YOU PAY FOR RETURN SHIPPING?
First, sorry for the dissapointment and inconvenience. We'll do all we can to make it right. In some cases, we can issue a Return Label so you can send the item back at no charge. If this is not possible, you will be reimbursed for the Return Shipping charges when we receive your package.
Please do the following:
- Fill out a RMA Request Form to request a Return Merchandise Authorization Number within 7 days of receiving the merchandise.
- Please be sure to let us know you are returning it because you received the wrong item.
- We will generally respond with your Return Authorization Number within 2-3 business days.
- Your return package must then be postmarked within 7 days of the authorization date.
Please review our Return Policy.
Several of our major manufacturers' policies prohibit us from accepting returns and require that you contact them directly for assistance. These manufacturers will repair, return or replace them in accordance with their own policies. We will supply you with their contact information. However, if the manufacturer insists on inspecting an item, you must deal directly with them. |
I HAVE MY RETURN AUTHORIZATION NUMBER, NOW WHERE DO I SEND THE PACKAGE?
Upon receiving your Return Authorization Number, please take the following steps to expedite your return:
- Re-package the item(s) as they were received.
- Make a copy of your invoice and write a note on it telling us whether you want a refund, exchange or store credit. If you want an exchange, let us know what item, size, etc you want.
- Write your Return Authorization Number on the outside of the package.
- Insure the package and make sure you request tracking/delivery confirmation (if applicable). We cannot be held responsible for items that get lost or damaged during transit.
- Depending on the item, your return may be addressed to us, or the manufacturer. You will receive a return shipping address along with your RMA number.
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