About our Shipping Policies and Procedures
Nearly all orders are shipped same day if placed before noon Pacific
time and next day if placed later than that. We are sometimes out of
stock. In that case, we will notify you by email or phone if the delay
prior to shipping is expected to exceed 5 working days. If you are in a
particular hurry, we suggest you call us between 9 am and 4 pm Pacific
time Monday through Friday and discuss your delivery needs. Please
remember that
we cannot guarantee shipping dates or arrival dates.
International Shipping
International customers are responsible for any customs fees, duties and
taxes.
Our Return Policy If you are
not satisfied with your purchase for any reason, please call
Patio Pacific for a Return Merchandise Authorization number (RMA
number) within 30 days of receipt for a full refund less
original shipping charges. We will use the RMA number to ensure
your return is processed correctly. We expect returned
goods to be in original, resalable condition. We process
returns Tuesday through Friday except for holidays and generally
expect that returns are processed by the next processing day
after receipt.
The return period is extended to 90 days
for any product that is based upon the "Endura" flap and for all Plexidor
products.
Product that is returned missing parts,
with weather-strip attached, scratched "used" flaps and so on may be refused
for return or the return amount may be reduced by the labor and parts needed
to make the product like new. If we need to refurbish your returned product,
your refund may be delayed.
Some of our manufacturers have more
stringent return policies which we are required to follow. These are
identified in the warranty information for each manufacturer. Please
understand that we are bound by these requirements. We also have a
"Restocking Fees" page that may be accessed from all category pages that
identifies those companies that impose restocking or other fees which we
must pass on. Please note that
you may not return an item that has been built 'custom' for you.
Nor may you return a pet door that has been obviously installed
or used by your pets.
Call us at (800) 826-2871 for help before you decide to give up
on your pet door. There are many tips, tricks and techniques
that we can help you with to get a satisfactory result to an
installation problem. Or you can email your question and we will
answer it within 24 hours:
sales@petdoors.com
Warranty Claims
A warranty is a promise by the manufacturer of a product
that it will be free of defects and will perform as promised. Different
manufacturers have differing warranty terms. We publish these and encourage
our customers to check them prior to purchase. Our experience has been
that our suppliers are very responsive to warranty problems encountered by
our customers. Security and
Privacy Issues
See our
Privacy Policy.
Consistent Pricing - Some web site
are, apparently, making news from the disclosure that they have different
pricing for different customers. For example, new shoppers might get cheaper
pricing than repeat customers. Patio Pacific does not engage in these types
of practices.
"Free Shipping" -
Some companies inflate their prices and then charge "free" shipping. Patio
Pacific does not engage in this practice. It is especially unfair to the
buyer who finds he must return his product. Not only has he paid a higher
than usual initial price; but the original "free" shipping is then imposed
as well!
If You Have a Complaint, Take it to the
Boss Your email will be read by Cheri Segovia,
Operations Manager, at
Cheri@petdoors.com Please use this for extra-ordinary situations
only. You will get faster service and answers to normal questions,
installation problems and delivery concerns at
sales@petdoors.com. |