Shipping

Please note that once orders are placed, we cannot cancel or change orders. Orders placed after 3PM EST Monday-Friday, weekends, and holidays will begin processing on the following business day. After payment has been processed, an order confirmation email will be sent to the email listed at the time of checkout. Once the email confirmation has been sent, your order will begin to be processed.

Orders typically ship within 3-5 days depending on the size of the order once payment has been received. Customized or personalized orders require 7-14 additional business days. Get free shipping with any order over $49.00. Any order under $49.00 will pay a flat-rate shipping rate. All products are shipped within the USA. You will be provided with a tracking number as well. In order to simplify our shipping costs, we have implemented a flat rate shipping cost* for most orders.

We do not refund shipping charges for any reason. If your shipment is delayed by the carrier and you are entitled to a refund, you will need to deal directly with the carrier. If necessary, we will help you make a claim.

You may receive your order in multiple shipments from multiple warehouses depending on the items ordered.

Items Not Received:

All items are shipped by a traceable method. This means that if you do not receive your order, we can find out where and when it was delivered. The Modern Pet USA is not responsible for incorrect addresses given by the customer, refused shipments, or unclaimed shipments. We have no control over mail delivery once your order ships. If you do not receive an item that UPS or the USPS claims was delivered:

Check with your neighbors. We have many cases where a neighbor has taken a package and forgotten to notify someone.
If your package was left at your door and was stolen, please file a police report. Send a copy of the report to your homeowner’s insurance company and the shipper. Your homeowner’s insurance may cover the cost of stolen items. If the shipper has a dishonest driver, this will alert them.
If a complete investigation shows that we did not ship the package, we shipped it to the wrong address, or that we were at fault then we will re-ship it at our expense. Note that if you signed a note for UPS or the Post Office saying they can leave packages at your door, then you also agreed not to hold them responsible if something is missing.
Deliveries may take longer than expected because of incorrect shipping address, bad weather, stringent customs clearance procedures, or any other unavoidable circumstances.
Please allow USPS up to 24 hours after shipment to show a delivery estimate.

Disputes

It is never necessary to create a chargeback with The Modern Pet USA because we ALWAYS stand by our agreements in our “Terms and Conditions”. If you do not feel that we have, contact us. If you file for a chargeback anyway, we will dispute the chargeback with the credit card company. If the credit card company rules in our favor, you will be charged for any and all attorney fees, court costs, and filing fees — potentially in the thousands of dollars.
You agree, as part of these terms and conditions, that in the event you wish to file a dispute to contact us and allow us to resolve the issue. If representatives are unavailable, you agree to leave a message referring to a “Disputed Charge” or contact us via email with ‘Disputed Charge’ in the subject.
Within 2 business days we will return your call or message, although typically we will respond immediately. If you are not available we will leave a message or email you.
Within 3 business days after you have explained the dispute to us you will provide any documentation we need to validate your dispute.
You further agree that if you file a dispute with your credit card company or payment processor before completing this process, you will pay 25% of the purchase price of the product, including shipping, to cover the time and resources we need to process your claim with the credit card company and that you will pay the fee regardless of the outcome of the investigation. If, after speaking with you, we cannot resolve the issue to your satisfaction and you do institute a chargeback, you agree to pay the 25% processing fee, plus attorney fees, court costs, and filing fees if the credit card company does not rule in your favor.
REFUSED DELIVERY: Please do not refuse delivery as we do get charged for this. If you refuse delivery, you will be charged a 20% restocking fee, plus the shipping charges for the return of your product.

Returns

Please note that once orders are placed, we cannot cancel or change orders. If you need any assistance, please contact us prior to placing your order.

Please be sure to use the sizing chart on the product’s page or contact us before placing an order for questions regarding sizing. Note that all designers and brands vary in sizing.

If item is delivered damaged or defective:

If an item is delivered to you missing parts, damaged, defective, or sent incorrectly, please contact us within 48 hours upon delivery. If we are notified after this time frame, we will be unable to process your request. You must then contact the manufacturer about defective or damaged merchandise.

We only exchange items if they are defective or damaged, and you’ve notified us within 48 hours of delivery. If you want to exchange it for the same item, send us an email at returns@themodernpetusa.com and we will give you the return address, and shipping label to return it to us is either provided to you, or you will be reimbursed for returning the damaged or defective item. Once the item is received by us then we will send you the store credit information to reorder the item as a replacement for the damaged or defective item returned.

If item is not damaged or defective:

Product returns must be returned unworn and in the original condition. Otherwise, customer must initiate return by sending an email to: returns@theModernPetUSA.com within 14 days of receiving your product with ‘Return’ in the subject line. Customer will be charged a 20% restocking fee on all returns. Once the item is sent back, and received by us then the customer will then be issued a store credit to use one of two ways: 1.) to exchange the product if it arrived damaged or broken as outlined above, or 2.) to purchase a different product of equal value. You can either exchange the product, or use store credit to purchase other items at equal value. If 15 days have passed since delivery of your purchase, we cannot offer you a store credit or exchange.

To be eligible for store credit, your item must be unused, unworn, and in the same condition that you received it. It must also be in the original packaging.

Items not eligible for return:

The following items are exempt from being returned, exchanged, or issued store credit:

Custom or personalized items
Seasonal or Holiday Items
Costumes of any kind
Clearance or Sale Items
Personalized Items
Special/Customer Orders
All items indicating they are non-returnable within their description.
DUE TO HYGIENIC REASONS WE CANNOT RETURN THE FOLLOWING:
Bedding – Any Sort
Treats/supplements
Carriers/strollers
Stairs or Steps
Feeders, Bowls, Treat Jars, etc.
Toys – we cannot guarantee the longevity of any toy.
Potty Training Products- this includes Panties, diapers, belly bands, Potty Pads, or Fake Grass
Book with obvious signs of use
gift cards
perishable goods such as food or treats
intimate or sanitary goods
hazardous materials, or contain flammable liquids or gases.
Downloadable software products
Some healthcare items

To complete your return within 30 days of receiving the product you must ship the item back. Once received we will inspect the item, and base our decision on the condition of the product returned. We will notify you if the product is approved for the intended amount, less the restocking fee and any postage costs incurred. The exchange may be rejected if the item is damaged.

if our returns department determines that the returned product isn’t in a like new condition, we will return your product back to you. You will need to provide a prepaid return label. We will not be responsible for the shipping charges to ship your product back to you. Please send the shipping label to: returns@themodernpetusa.com.

If our returns department determines the returned product isn’t in like new condition and you refuse to provide a paid shipping label, then we will hold it for 1 week. If you do not respond to us then you will not receive a refund, exchange, or store credit.

Once we receive your return, please allow us 3-7 business days to process the return.

All returns are for store credit only. Your return credit will be less than any shipping, coupon, or discount received. We will notify you by email when it’s complete. The email you receive for your Store Credit will have a code or it will be placed in your account. Please input this code in our checkout process.

If the product we receive is determined NOT to be eligible for a full refund, then we will notify you with an explanation of why it was determined not to receive a refund. To be eligible for a return, please see the return eligibility terms below:

RETURN ELIGIBILITY

All products MUST be in a like-new, undamaged condition from a smoke-free environment to receive a full refund, minus charges (re-stocking fee and postal costs). The postal costs will be covered by the customer.
All products MUST be returned within 30 days of receiving your purchase.
Items returned to us without notification will NOT be eligible for a refund or exchange.
We will NOT accept returns on any products that our inspection team is unable to resell. This includes but is not limited to damage, hair, stains, and smells.
An Return Merchandise Authorization (RMA) number is required when returning any item. ANY ITEM RETURNED WITHOUT AN RMA# WILL NOT BE CREDITED! Please contact us at: returns@themodernpetusa.com
A receipt or proof of purchase is required.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error will cannot be returned.
Any item that is returned more than 15 days after delivery cannot be returned.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your store credit.

If you are approved, then your store credit will be processed, and you can choose to reorder the item using your store credit, or order a different product of equal value.

To return your product, you must email us returns@themodernpetusa.com to get your RMA number.

You will be responsible for paying for your own shipping costs for returning the item. Unless the item was defective or damaged upon receipt. Notify us of damaged or defective items received within 48 hours of being delivered to you. Shipping costs are non-refundable. If you receive a store credit, the cost of return shipping, and 20% restocking fee will be deducted from your store credit.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. Please check tracking information emailed to you.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance when returning the item to us. We don’t guarantee that we will receive your returned item.