Shipping and Return Policy For the Modern Pet USA as outlined below:
Shipping Policy:
Ordering: Once you place an order we cannot cancel or change the order. Orders placed after 3PM EST Monday-Friday, weekends, and holidays will begin processing on the following business day. After we process your payment, we will send an order confirmation email sent to the email given at the time of checkout. If you need any assistance, please contact us prior to placing your order.
Note: 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. Measure twice for the perfect fit, so you only need order that item once.
Shipping: We typically ship within 3-5 days of receiving your payment. Customized (made-to-order) or personalized orders require a minimum of 7-14 additional business days. See item description for details. Get free shipping with any order over $49.00. Any order under $49.00 will pay a flat-rate shipping rate. We ship all products 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. Contact the delivery service if the carrier delays your shipment and qualifies you for a refund. If necessary, we can help you make a claim.
You may receive your order in multiple shipments from multiple warehouses depending on the items ordered.
Items Not Received:
We ship all items using a trackable method. This allows us to see exactly where and when the carrier delivered your package. 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, FedEx, USPS, etc. claims was delivered:
- Check with your neighbors. We have many cases where a neighbor has taken a package and forgotten to notify someone.
- You must file a police report if your order was stolen from your address. Send a copy of the report to your homeowner’s insurance company and the delivery service. 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, then please contact us. If you file for a chargeback anyway, then we will dispute the chargeback with the credit card company. If the credit card company rules in our favor, then 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 that you wish to file a dispute that you will contact us to 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 at info@themodernpetusa.com
- Within 2 business days we will return your call or message, although typically we will respond immediately. If you are not available then we will leave a message or email you.
- Within 3 business days after you have explained the dispute to us then 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, then you will pay 25% of the purchase price of the product, including shipping. This is to cover the time and resources we need to process your claim with the credit card company. 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, then 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 get charged. If you refuse delivery, then you will be charged a 20% restocking fee, plus the shipping charges for the return of your product.
Return Policy For The Modern Pet USA:
Once orders are placed we cannot cancel or change order. 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. Measure twice for the perfect fit, so you only need order that item once.
Return Policy~ Item is delivered damaged or defective:
If you receive an item missing parts, damaged, defective, or sent incorrectly, then you must contact us within 48 hours upon delivery. If you notify us after this time frame, then we will be unable to process your request. You must then contact the manufacturer about defective or damaged merchandise.
We are not responsible for damage that occurs while the delivery service holds the package. If a carrier damages your item during shipping, you must submit a damage claim with the delivery company (USPS, FedEx, UPS, etc.) for reimbursement. Take photos of the damaged shipping container to help expedite the claim. We can help you with this process.
We only exchange items if they are defective or damaged and you notify us within 48 hours of delivery. To exchange an item for the same product, email us at returns@themodernpetusa.com. We will provide a shipping label and reimburse you for the return costs. Once we receive the item, we will send you the store credit information so you can reorder an identical replacement.
Return Policy~ Item is not damaged or defective:
You must return products unworn and in their original condition. To start a return, email us at returns@theModernPetUSA.com within 14 days of receiving your product with ‘Return’ in the subject line. We charge a 20% restocking fee on all returns. After you send the item back and we receive it, we will issue you a store credit. You can use this credit to exchange a damaged product or purchase a different item of equal value.
If 15 days have passed since delivery, we cannot offer store credit or an exchange. We will email you an explanation if your return does not qualify for a full refund. To qualify for store credit, you must return the item unused, unworn, and in the same condition and packaging as you received it.
Items not eligible for return:
We cannot accept returns, exchanges, or store credit for the following items:
- 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
- Downloadable software products
- Some healthcare items
Return Policy Eligibility
- You must return all products in like-new, undamaged condition from a smoke-free environment to receive a full refund (minus restocking fees and postal costs).
- You must return all products within 30 days of receiving your purchase.
- We will not grant a refund or exchange for items you return to us without prior notification.
- Our inspection team will reject any returns that they cannot resell, including items with damage, hair, stains, or smells
- You must include a Return Merchandise Authorization (RMA) number. We will not credit any item that you return without an RMA number.Please contact us at: returns@themodernpetusa.com
- You must provide a receipt or proof of purchase.
- We cannot accept items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error.
- We cannot accept any item that you return more than 30 days after delivery.
Return Process
To return a product:
- You must email us at returns@themodernpetusa.com to get your RMA number. Please notify us of damaged or defective items within 48 hours of delivery.
- You must ship the item back within 30 days of receiving it to complete your return. You are responsible for all return shipping costs unless you received a defective or damaged item. We highly recommend that you use a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item. Please save all tracking information sent to you.
- Once we receive your package, our team will inspect the item, and decide on the return based on its condition. Please allow us 3–7 business days to process the return after it arrives. If approved, we will issue your store credit, which you can use to reorder the item or purchase a different product of equal value.
- We will notify you if we approve the return for the intended amount (minus the restocking fee and any postage costs.) amount. If the item is damaged we will reject any return or exchange. Our team will provide an explanation via email if your product is not eligible for a full refund. Shipping costs are non-refundable. Note: We will deduct the cost of return shipping and a 20% restocking fee from your store credit.
- If our returns department determines that you didn’t return the product in “like-new” condition, we can ship the product back to you. You must provide a prepaid return label. The Modern Pet USA will not pay for the cost of shipping your product back to you. Please send the shipping label to: returns@themodernpetusa.com.
- If our returns department determines the returned product is not in like-new condition and you refuse to provide a paid shipping label, we will hold it for one week. If you do not respond, you forfeit the refund, exchange, or store credit. We issue all returns as store credit only. Your return credit will total less than any shipping, coupon, or discount you received. We will notify you by email when we complete the process. This email will include a code, or we will place the credit directly into your account. Please input this code during our checkout process.
Returns will be for Store Credit only:
Store Credit and Gift Cards/Certificates expire after 1 year of issue date, and cannot be exchanged or returned for cash, credit, or a check.
Returns involving The Paws & Tails Society Rewards-
If item returned used Reward Points then that exact amount of Reward Points will be deducted from customer’s account once return is processed.
Please note: We’re a small business, so if something isn’t right we’ll work with you to make it right.
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Thank you for reading the Shipping and Return Policy page for The Modern Pet USA. We appreciate all of our current and future clients!