We strive to process your order as quickly as possible in order to get it to you in a very timely manner. If you decide you must cancel your order, please do so by calling our office at 1-407-349-2525 - within 4 business hours of order placement. Our office hours are 9:30 am to 4:30 pm eastern standard time.
No emailed cancellations can be accepted.
Orders cancelled after the 4 hour limit, but before shipment, will be charged a 10% cancellation fee. Once the order has shipped, it becomes the customer's responsibility to get a Return Authorization Number (RA #). This RA# must be obtained once your order has arrived. Get your Return Authorization Number by calling our office at 1-407-349-2525 - Our office hours are 9:30 am to 4:30 pm eastern time.
Refused Orders Should you decide to refuse receipt of an item when delivered, and it was legitimately ordered from us, credit will be issued for the item, minus a 20% restocking fee and the shipping cost if we paid for the shipping. If the refused order is from a "out of country" shipment, any additional charges to get the package back will be deducted from your credit. The credit will be issued once the item has been returned to us and inspected.
Online Superstore LLP wants you to be completely satisfied with any product you purchase from us. We offer trained, knowledgeable pet specialists to assist you in making wise and appropriate choices for your needs and the needs of your pets. To receive credit the items you return must have been purchased directly from Online Superstore LLP and be returned in the original packaging. Credit will be issued for the item, minus a 20% restocking fee and the shipping cost if we paid for the shipping to you.
Merchandise must be in a new re-sellable condition, in the factory sealed original packaging (if any) and must include manuals, blank warranty cards and all accessories provided by the manufacturer. All returns will be inspected by our returns specialists.
You must print and complete the "Return Product Form" and send it back with the returning product. CLICK HERE FOR RETURN FORM Our return shipping address is on this form for most products. Ship back via UPS. You must have and print your RA# on the outside shipping label or the package will be refused at our warehouse.
To contact us via e-mail: email@example.com You may reach us by phone at 1-407-349-2525 - Our office hours are 10:00 am to 4:00 pm eastern standard time. We hope you will understand that our return policies are simply a way of continuing to offer our customers the finest products at the lowest possible prices.
If you call for a credit card dispute and it's shown that you did not follow the return policy instructions, any dispute fee's charged to Online Superstore LLP from your credit card provider will be charged back to your credit card.
>> Batteries are not returnable if the package has been opened, torn, or cut. <<
Returns need to be requested within 30 days of invoice date. Initial and return shipping charges, even those shipped under Online Superstore LLP's free shipping offer, are not refundable. Return Policy Exceptions listed below.
All returns must have a Return Authorization Number. No returns will be accepted without receiving prior return authorization. We will refuse any package without the RMA number.
Merchandise must be in a new re-sellable condition, in the factory sealed original packaging and must include manuals, blank warranty cards and all accessories provided by the manufacturer. All returns will be inspected by our returns specialists.
Partial returns and/or damages will NOT receive a full credit. Items damaged through "wear and tear" or due to return shipping damage will receive PARTIAL or NO CREDIT at the discretion of Online Superstore LLP.
If the item returned is NOT new as shipped, free of pet hair, debris and/or odor, your refund will be less than the original charge to you or no refund at all.
All returns are processed online using the following procedure.
To Receive your Return Authorization Number, send email to Returns@Discount-Pet-SuperStore.com with the following information.
- Email Address
- Invoice Number
- Invoice Date
- Item Number of product(s) being returned
- Reason for return
If any of this information is missing from your email, NO Return Authorization will be issued. NO EXCEPTIONS.
If these instructions are followed properly, you should receive your Return Authorization Number via email within 24-48 hours.
Please allow 15-30 days for your return to be inspected and for accounting to issue your credit.
Please Note - the initial cost of shipping will be deducted on orders over 50.00.
Return Policy Exceptions
1. Due to manufacturer policies, the following products are to be returned direct to the manufacturer (with our RA#). We will provide the shipping address.
- Bird X Products
- Patio Panel Pet Doors
- Farm & Garden - Above ground Electric Fencing and parts
- PetStep Pet Ramp Products.
Any item returned for anything other than manufacturer defect will be shipped at the customers cost. Get your Return Authorization Number by calling our office at 1-407-349-2525 - Our office hours are 9:30 am to 4:30 pm eastern standard time
2. Products that have been personalized in any way cannot be returned and do not qualify for a refund.
3. Any item shipped outside the continual USA, or by air service will have the shipping charge added to the total of your invoice at the time of shipping. If you refuse, or do not accept a shipment, any cost required to return the package to OnLine SuperStore, LLP will be at the buyers expense.
4. PetSafe RFA-50 Wire Break Locator Kit's are not eligible for return.
If you have any questions about your return, when your card was credited, etc, please contact our returns department at Returns@Discount-Pet-SuperStore.com
Thank you for shopping with us. We hope that we performed to your expectations and hope that you will refer us to your friends and neighbors.
The OnLine SuperStore, LLP crew.
Why Your Charged a ReStocking Fee on Returned Items
When companies have return losses such as customers sending back obviously worn items, or new items that have been opened and removed from their factory package that now has to be returned to the factory, the company must pass on the loss in some way. Ultimately they raise their prices so that everyone in the consumer buying pool pays the price for return abuses across the board. This is a standard pattern in the retail world that can be traced back for many years. Why do you think that the price of everything continues to go up?
Other things to consider about restocking fees:
1. Companies must pay a transaction cost or fees on every credit card transaction that a customer makes – both at the time of the purchase and the time of refund. When a customer returns a product, for whatever reason, the company still must pay a transaction fee that ranges in percentage points from 1.75% to 2.85%. Which is a loss to the company ultimately.
2. Humans must deal with any returned products.
So many customers ask why there is a 20% restocking fees when all it takes is to put the product back on the shelf. They often ask – how hard can that be.
Think about that for a moment.
When a return package arrives it has to be logged in by a human. Another human has to open the box, inspect and verify that the return is qualified for a refund. Once the return has been inspected (and is deemed unused) the human has to enter the information for the refund into the customer’s account. They have to follow up to make sure that the refund is processed.
After the return is completely processed it is then “repackaged” appropriately. This can mean a variety of things from replacing the original packaging or returning it back to the factory for new packaging. This requires a shipping cost be paid both way. The cleared item must then be re-enter into inventory in the software that manages the invertory. Once the inventory has been updated the item must be bagged, tagged and then added to its original bin area.
As you can see, receiving returned products is not a simple matter of taking the box, opening it and sticking the returned product on the shelf.
It is also important to note that most people who have jobs expect to be paid for the work they do. Therefore every return that requires human intervention is a return expense.
While we wish that some of the processes for returns can be automated – and many have been – the human component will never completely be removed. Which of course means that it costs a company money to pay people to manage returns. We also wish that Restocking Fees were not necessary but when we did not have them, we consistently lost money and it could be traced back to returns. Many companies would prefer to avoid Restocking Fees but do want to remain in business.
The Lost Sale Factor
Besides the transaction fees and the human labor cost of processing returns there is also the “lost” sale factor. When a customer buys an item from an online store and they keep it in their possession for 14 days and then ask for a return, it means that the store can not sell that item yet it must ultimately accept it back, the company has actually lost sales on that item in the interim.
Necessary Evil for both Companies & Consumers
When you weigh all the various cost factors into returns, it should be clear that restocking fees are necessary evil in the retail world – both brick and mortar and online.
If companies do not have restocking fees, check their prices. You will probably discover that the majority of companies that don’t have strict return policies or charge restocking have much higher prices than companies that are known for offering great pricing options.
Are there exceptions to restocking fee?
All reputable companies will not charge restocking fees when the return is due to the company’s fault. That means if the wrong product was shipped by mistake or the products are damaged during shipping (which will often be investigated by UPS).
All of the major shipping companies have learned all the major “purchasing over the internet scams” and have many procedures in place to guard against claim of damage that are an attempt to get a free return.
Savvy Internet Companies Regarding Returns
Internet companies have also become very savvy at spotting returns that are not a 100% unused, regardless of what the consumer says. Some companies refuse to take back some types of items that have history of return abuse. Our Wire Break locator is one of those items.
While Restocking Fees charges can be annoying, ultimately they protect both consumers (from paying higher products charges due to return abuse) and companies that are trying to provide an honorable service and run a profitable business.
No companies ever get rich from Restocking Fees. If anything, it helps them break even. Everyone wins – the consumers do not pay unnecessary higher prices, companies stay in business and people have jobs to go to.