We value your business and we want your online shopping experience to be easy and enjoyable. We're happy to answer your questions and can be reached Monday through Friday, 10:00 a.m. - 9:00 p.m. EST at 905-347-4337. During busy periods it may be necessary to leave a message. Your call will be returned promptly.
Security
We take every precaution to ensure that your credit card information is
secure. We use SSL (Secure Sockets Layer), the industry standard security
protocol. All of your ordering and personal information is encrypted using
secure servers for maximum protection.
Placing Orders
You may place your order via our web site or call with your order.
Contact us Monday through Friday, 10:00 a.m. - 9:00 p.m. EST at 905-347-4337
or by Fax 905-371-3702. During busy periods it may be necessary to leave a
message. Your call will be returned promptly. Orders placed via the phone can
not be tracked online and will not be a part of your online order history. All
prices quoted are in US dollar.
Payment Options
POOCHCO accepts Visa, MasterCard, American Express and Discover,
certified check & PayPal.
For special order items your credit card is charged at time of order
processing and shipment may be anywhere from 2-4 weeks depending on the item.
Sales Tax
POOCHCO is required to collect sales tax on all Canadian orders
Canadian residents GST 8% Ontario residents will also be charges PST 7%. International customers may be subject to customs in their country. Please check with the proper authorities in your country.
Invoice
Your order confirmation includes your invoice. Please keep this for
your records. In the event that you may have misplaced it, please
contact us at 905-347-4337
Your Account Information
Your POOCHCO account information can be updated whenever you make a
purchase. Account information contains necessary account information to
speed you through checkout.
Availability & Back Orders
All items are shipped direct from the manufacturer. This provides you with a large product selection that is nearly always in stock. Items may be out of stock periodically at the manufacturer. We will email you promptly if your item is out of stock.
Shipping
We process orders Monday through Friday, excluding Holidays. Orders are shipped by the manufacturer via ground service with Fed-Ex/UPS/Purolator/Canada Post. Multiple item orders may be shipped in separate packages. Items are shipped within 2-4 working days. This means you should receive your order within 10 to 14 working days depending on your location. Special Order items take longer and delivery times are quoted in the product description. Volume orders may incur additional shipping charges. Incorrect or undeliverable addresses and refused shipments resulting in an item being "returned to shipper" will be charged for shipping fees.
Current Shipping Rates (USD)
| Order total |
Canada |
USA |
| $0.00 - $19.99 | $6.50 | $8.50 |
| $20.00 - $39.99 | $8.50 | $11.50 |
| $40.00 - $69.99 | $11.50 | $13.50 |
| $70.00 - $99.99 | $13.50 | $16.60 |
| $100.00- $149.99 | $16.50 | $26.50 |
| $150.00 - $199.99 | $20.50 | $27.50 |
| $200.00 - $249.99 | $24.50 | $27.50 |
| $250.00 - $299.99 | $26.50 | $27.50 |
| $300.00 - $999.99 | $30.50 | $32.50 |
Express Shipping
Due to the nature of our factory direct business we are unable to offer
express shipping.
International, Alaska, Hawaii, Shipping
We will gladly ship to your location regardless of where it is in the world, however you must contact us for a quote before making a purchase.
Defective Merchandise
Your satisfaction is very important to us. You'll receive high quality
products, in excellent condition. We fully guarantee all products
against defects in materials and workmanship. Freight damages or
product defects must be reported within 5 days of receipt of your
order.
Return & Exchange Policy
We understand that there are occasions where a return or exchange may
be necessary. Please measure and choose wisely when ordering to avoid
the extra return charges. Custom orders are not returnable.
We can only accept returns and exchanges of unused items. Returns and
exchanges are accepted within 2 weeks of receipt and require a return
authorization number.
Only items in new and unused condition will be refunded (less shipping
and a 15% re-stocking fee). Exchanges are not subject to a re-stocking
fee.
Please contact us before returning an item for shipping instructions
and a Return Authorization Number. We cannot insure a refund without
this.
Damage by Your Pet
We're sorry, but we cannot be responsible for items that have been
ruined by destructive dogs or puppies. Our products are very durable,
but are not indestructible. Please choose carefully depending on the
age and behaviour of your pet. MORE INFO...
NOTE: There is no such thing as a CHEW proof pet bed.
