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What are the details of your ongoing sale?
  We review the discount amount each Friday to decide if to continue the discount for another week, and if so, at what percentage discount. The regular price, the sales price, and the amount you are saving on an item will be shown on that item's listing page. When you add an item to your shopping cart, it will be added already at the sales price, so you will not see an additional sales promotion discount in the cart for the sale advertised at the top of our homepage. However, some additional volume discounts on select items or coupon code promotions may be applied and displayed in the shopping cart in additional to the ongoing sale price.

We reserve the right to make any item(s) ineligible for any promotion(s), and to alter or discontinue any promotion at any time by changing or removing the promotional notice(s) on our website. You will always be shown the price of each item and the shipping cost during checkout for your approval before finalizing the order, and you may delete an item or the entire order at that time as your only right of recourse with respect to any promotion terms. We also reserve the right to not honor any obvious incorrect pricing due to a typo or software glitch. If such an occurrence applies, we will cancel your order, immediately refund any funds received, and promptly contact you about the problem.

Please scroll down for information on our current shipping promotions.
How do I create an account?
  1) Click the "My Account / Order Status" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
How do I edit my account information?
  Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.
How much is my shipping?
  Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

We are currently running a promotion for a flat rate $4.95 USPS First Class with tracking shipping option on orders weighing 13 ounces or less including packaging (this is the maximum weight USPS will allow for First Class shipping). We are offering a flat rate $6.95 USPS Priority Mail Shipping option on all orders over 13 ounces (excluding some over-sized/weight items) to the lower 48 states. Simply add your items to the shopping cart to see if it qualifies for First Class shipping. We are also running a free shipping promotion for orders totaling over $99 (again excluding some over-sized/weight items).

A green truck icon on a product listing page indicates that product qualifies for the above shipping promotions. You can also view any shipping surcharges on non-qualifying items in the shopping cart by adding the item to your cart. You will be given the opportunity to delete the item or order prior to finalizing the order if the shipping charge is unacceptable to you.

We may also convert some over-sized/weight items or large orders to FedEx or UPS, and we may ship large quantity orders in more than one shipment. If you have paid for shipping and we send it by a carrier other than USPS, it will be sent by the option most similar in delivery time to USPS Priority mail (usually 3 business days delivery or less). If you are receiving free shipping, your order may be sent by an option taking longer (but usually still within 3-5 business days). If delivery timing is especially critical to you, please contact us by telephone or email to verify availability and shipping options, or select an overnight shipping option in your shopping cart.

Please scroll up for information about our ongoing sale.
I forgot my password.
  Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.
How do I return my product?
  Please click here for more information on returning an item.
I received the wrong product.
  If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.
What is your return policy?
 

Refund/Exchange Return Policy:

You do not need an RMA number, but your original sales receipt, packing slip, or your personal information must accompany returns so that we can locate your order. You must also include a notation indicating if the return is for store credit, refund, or exchange, and if for exchange you must clearly indicate the item you wish to receive in exchange, including any applicable size, color, or style options.

On typical small apparel items returned for size exchange, you are responsible for returning the original item back to us in an acceptable condition as detailed below, but we will  ship the exchange to you by USPS First Class at no additional charge. We do charge additional for the outbound exchange shipping if you want an expedited shipping method (e.g. Priority or Express), or if the item is an excessively large and/or heavy that is expensive to ship (e.g. Crate or large bed). CoolPetStuff assumes no responsibility or liability for any items that are lost or damaged during return shipping and strongly suggest you use a shipping method with tracking on returns. We will only pay for return shipping of the original item if we made an error and shipped you an incorrect item (more details further below).

We accept returns for exchange or refund 30 calendar days after delivery of the product. We will extend the period  to 60 days during the holiday season for gifts, or longer at our discretion, and generally will be checking the product condition much more closely than worrying about a calendar date on non-seasonal items. If a typical apparel item was only briefly tried on but didn't fit properly, and in the process was not stretched out of shape, snagged, stained, etc., all pet hair was removed afterwards, and you preserved the manufacturer's packaging, tags, hangers, etc., you will not have a problem with returns. Seasonal items (Ex.-Halloween costumes) may be returned for exchange or store credit only, not for refund. Customized/personalized items cannot be returned.

Items must be in "new, unaltered, and unused condition" returned in a "like new resalable condition". In brief summary, we must receive returns:

  • -without showing signs of odor, wear (beyond trying on for size fit), stains, or damage in any way
  • -without signs of cleaning/washing with a soap or detergent
  • -must include any manufacturer's packaging, tags, hangers, instructions, etc. as applicable 
  • -must not be a special order or a custom/personalized order
  • -must have all pet hair removed from apparel items that were tried on.

Apparel items that were tried on and returned with dog hair are subject to a $3.00 cleaning fee or rejection, solely at our discretion. Before returning, patting gently with cellophane or masking tape usually works well to remove hair from items that were tried on for size.

Returned items that do not conform to the above standards will be refused and will incur additional shipping charges to be returned to you if you desire them to be returned, otherwise nonconforming items will be discarded after 30 days.

Our return address is:

CoolPetStuff
4412 Jenni Lane
Jonesboro, AR 72404

If you  have any questions or if there is anything you don't understand, please email us before returning: staff@coolpetstuff.com


Refunds:

There is no restocking fee on items returned for refund, but items must meet the acceptability requirements for returns/refunds stated above. Shipping and Handling charges are not refundable. If you qualified for free or a reduced cost promotional shipping charge, we will deduct our actual shipping and handling costs from your refund. Refunds will only be made back to the original source of payment used in placing the order.


Returns of incorrect items:

If we make an error and ship you an incorrect item, please email us at staff@coolpetstuff.com. We will promptly make all the arrangements to correct the situation, including the return shipping of the incorrect item, and absorb all of our costs in doing so. Do not take matters into your own hands by returning the item as you see fit without contacting us first. You will likely incur costs that we cannot reimburse. Contact us and we will quickly correct the problem at no cost to you.

Please note that on apparel items, if you ordered a medium and received a medium, but it doesn't fit, that does not qualify as an incorrect item. In such a case we will be happy to exchange sizes, but you are responsible for shipping the original back to us as outlined above. If you order a medium and we ship you a small, that is an incorrect item, and we will arrange and pay for all shipping to correct our error.


Items defective or damaged in transit:

If an item shipped to you is defective or damaged, please contact Customer Support immediately at staff@coolpetstuff.com and do not return the item unless as instructed to when we respond. For faster service, please attach a picture and description of the damage or defect when you contact us. We may not need the item back, and if we do, we will arrange for it's return at our expense. If you return a defective or damaged item back to us at your expense without contacting us first, you will likely incur costs that we cannot reimburse.

Our policy is to only remedy defects and damaged items by shipping an identical replacement, and at our discretion requiring the return of the original if necessary, all at our expense. We will not provide an  option for a full refund to remedy a defective or damaged item, only a no cost replacement. If you receive a defective or damaged item and want a refund instead of replacement, it will be treated the same as the return of a non-defective, non-damaged item (you must return it to us at your cost, and S&H costs are not refundable). Please understand that we must have this policy to discourage intentional damage by unscrupulous customers.

Please contact customer service for any further questions on returning an item. Thank you.


Contact Information:

CoolPetStuff
4412 Jenni Lane
Jonesboro, AR 72404

Email: staff@coolpetstuff.com
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Please see our Terms & Conditions for additional details regarding our policies.
When will my order ship?
  Most items generally ship within 24 hours.  Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.