Shipping
Shipping Method. We ship your pet casket to your door via UPS Ground, UPS Next Day Air, UPS 2nd Day Air, or UPS 3-Day Select.
You choose the shipping method at checkout. This way, how fast you receive your pet casket is entirely up to you. All Pet Urns or Casket orders received before noon Eastern Standard Time are usually ready to ship the following business day.
Pet Urns Returns & Policies
Satisfying our customers is a business philosophy that we respect, practice, and emphasize in our business.
Need to Return a Product
To return a product at Peturns.biz , you'll need to request a Return Merchandise Authorization (RMA) number. This can be done by contacting our service department at sales@peturns.biz, or by telephone. NO returns of any type will be accepted without an RMA.
To request an RMA:
By phone: 1-386-206-9358
Monday - Friday: 9 a.m. - 5 p.m. EST
Saturday: 9 a.m. - 5 p.m. EST
By e-mail: sales@peturns.biz
We'll need the following information to authorize your return:
- Customer name
- Invoice number
- Item serial number(s)
- Nature of the problem
In general, The Pets Caskets accepts returns on merchandise from select manufacturers within 30 days. However, The Pets Caskets reserves the right to authorize product returns beyond 30 days from the invoice date. IF the product is accepted after 30 days, credit will be issued toward one of the following
FUTURE PRODUCT PURCHASES A FULL CASH REFUND ORIGINAL SHIPPING CHARGES ARE NOT REFUNDED ON RETURNED ITEMS.
Customers are responsible for all shipping charges back to The Pets Caskets on returned items, and The Pets Caskets will pay the shipping charges on the replacement or exchange item(s) going back.
Our Restocking fee is 15%
SEND YOUR RETURN VIA COURIER TO THE ADDRESS BELOW:
Pets Urns
17 Raemoor Drive
Palm Coast Florida 32164
USA
Returns within 30 days from invoice date can be for exchange, replacement refund or credit at Pets Urns discretion. Please be aware that specific manufacturers have more restrictive return policies.
1. All returned items must be unused and in the original packaging. If opened, customer is responsible for repacking the order carefully to avoid shipping damages during the return trip.
2. All return shipping charges are the responsibility of the customer.
3. All merchandise is shipped to the customer "insured for full value", at our expense, to protect you the customer in the unlikely event they are damaged in shipping. We expect them to be returned "insured for full value", at your expense, to protect our interests in the event they are damaged on the return trip.
4. We will not give a credit or refund for used or altered merchandise or merchandise damaged on the return trip to us.
5. If you have received a defective item from us, return the item and a copy of your invoice within ten(10) days of the original invoice date. Please inform us which you prefer: a replacement item or a refund for the defective merchandise.
6. After products are received at our office they are thoroughly inspected. Upon determining that actual defect was caused by poor workmanship all refunds and adjustments for defective products will be processed within thirty(30) days from the date they are received at our office. If it has been determined that the actual defect was not caused by poor workmanship, we will contact you immediately.
RMA# Invoice and mail to:
Pets Urns
17 Raemoor Dr.
Palm Coast Florida
32164 USA
Damaged or Lost in Shipping Instructions:
Please *notify us immediately so a claim for damages can be filed. All orders are shipped insured, at our expense, in the unlikely event they are damaged while in transit. All damage claims must be reported to us immediately so we may contact the shipper of choice to assist you in filing a damage claim. If you elect to keep the damaged merchandise no damage claim will be filed. If you wish to file a claim please contact the Pets Urns products at shippingdept@peturns.com or call us 8 AM to 5PM EST M-F at 386-206-9358 so that we may assist you in filing a claim.
Other Instructions Caskets & Urns:
We at the Pets Urns spare no expense in making sure your purchase arrives at your location in good condition and on time. If, as outlined above under Defective Workmanship, there is a problem that is our fault, we will gladly do our best to correct the problem. As is sometimes the case, things happen that are totally beyond our control. The following list outlines some of the things we will not be held responsible for. Please note that the use of our website and the purchase of our products constitutes your acceptance of the following terms. If you choose not to agree to and abide by these terms then please visit another product company with our best wishes.
Item Not Received: No refunds or adjustments for items not received when expected unless due to direct negligence on the part of the Pets Urns. Since we have no control over shipping companies we cannot be held responsible for late deliveries due to inclement weather, holidays, breakdowns, or any other reason once merchandise is shipped.
Received Too Late: No refunds or adjustments for items not received "after 30 Day Gaurantee expires". At the time you make your purchase we offer you Next Day delivery as well as several other shipping methods such as 2nd Day Service, Ground Service, etc in an effort to make sure your purchase is available when needed.
If you select Ground Service which can take several days depending on your location when Next Day Service should have been selected that is not our fault. You are the only one who knows your particular situation. Please take your purchasing into consideration when ordering and allow sufficient time for delivery. In emergencies where a pet is unable to wait for urns or casket to arrive please consult your local veterinarian about keeping your pet in cold storage until your casket arrives.
Wrong Size: No refunds or adjustments for items determined to be too small or too large when received so please note the pet sizes mentioned at the time of purchase and buy accordingly. All measurements on our caskets are outside measurements. Inside measurements are one and one half inches less in both width and length when determining the correct size for your pet. Please see What Size To Order under the product for exact measurements.
Wrong Address: No refunds or adjustments if the wrong address is supplied to the Pets Urns products at the time the order is placed. If the address is incorrect and your order is delivered to the wrong address or not delivered at all that is not our fault. We can only send your purchase to the address you supply to us. Please be careful and double-check the information you enter when you place your order.
Nobody Home: No refunds or adjustments if shipments are re-scheduled due to customer not at location to receive shipment. We do not require a signature for delivery but UPS will sometimes refuse to deliver a package in certain areas without a signature because once a package is picked up by them it is their responsibility to make sure it is delivered. We supply you with tracking information and scheduled delivery date when your package leaves the Pets Caskets. It then becomes your responsibility to make sure you or someone designated by you is at the address you supplied to us when package is delivered.
Change Your Mind: No refunds or adjustments if you simply change your mind after ordering. All the Pets Urns caskets are custom made and shipped when ordered. We go to a great deal of expense in manufacturing, handling, packing, and shipping your purchase. When returned to us, all packing and shipping materials must be replaced at our expense with new packing and shipping materials before merchandise can be resold.(The custom made shipping carton alone can cost us as much as $35 depending on the size.) Additionally we must pay someone to unpack, inspect, repair, restock, and then pull, pack, and reship when the casket is resold. Add to this 5% merchant account management fees for each of two sales and the cost of order processing. For this reason we are unable to make refunds or adjustments for any reason other than defects in workmanship as outlined above.
Cancellations: Once an order has been placed with us for processing we must go to a great deal of expense to stop the order. Depending on where in processing the order is it may be impossible to stop it without our losing all materials involved in completing the order. For this reason we can only accept order cancellations if received before noon EST. If an order is cancelled before noon EST a refund will be processed immediately.
If additional help or information is needed you can reach the Pets Urns at sales@peturns.biz .
At the Pets Urns we always strive to do the best work possible. We take great pride in every finished product. Quality is very important to us. Due to the fact that all our products are made of wood it is possible or even likely that the product you receive may differ slightly from those pictured on this website. No two pieces of wood are exactly the same. We do our best to insure customer satisfaction on every product we build but we cannot be held responsible for such differences.
We provide all products for sale contained on this web site on an "AS IS" and "AS AVAILABLE" basis. We make no express or implied warranties with respect to the use of our products (INCLUDING, WITHOUT LIMITATION, WARRANTIES OF FITNESS, MERCHANTABILITY, NONINFRINGEMENT, OR ANY IMPLIED WARRANTIES ARISING OUT OF COURSE OF PERFORMANCE, DEALING OR TRADE USAGE).