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Flexpetz Returns Policy

Flexpetz Return Policy

FlexPetz Return Policy & Procedure

Customer satisfaction is paramount at Flexpetz.com  We are committed not only to offering the best products at the best prices, but also to ensuring that you are 100% satisfied with your purchase. If for any reason you are not satisfied,  we invite you to return your item(s) to us to receive a store credit or refund accourding to the following return policy.

Returns (Within 30 days from date of purchase)

We want you to be satisfied with your purchase. For 30 days from the time you receive your Flexpetz order, we will accept your unopened return for a 100% store credit.

 For 30 days from the time you receive your Flexpetz order, we will accept your unopened return with a 10%  restocking fee and the shipping cost if we paid for the free shipping to you.

All opened or used products will be subject to a 20% restocking fee and the original shipping cost if we paid for free shipping.The customer is responsible for all shipping fees back to Flexpetz.com  Batteries and used wire are excluded. All returns must be in new resalable condition,  light usage, wear and tear is accepted. Flexpetz reserves the right to inspect and scrutinize any questionable damaged or abused products. We use FedEx and USPS tracking codes to determine when you have received your product. In order for us to return your product under the terms of no hassle, we must receive your package back within 10 days of your initial request. All returns must be submitted by a major carrier including USPS - UPS- FedEx - DHL and must be accompanied back to us with a tracking number for verification.

You must print and complete the "Return Product Form" and send it back with the returned product. CLICK HERE FOR RETURN FORM Our return shipping address is on this form for most products. Ship back via UPS, FedEx or USPS. You must have and print your RMA# on the outside shipping label or the package will be refused at our warehouse.

Inusured shipping: Flexpetz.com will not be held responsible for lost returned products, insuring the product is optional and at the customers descrition. Should the product get lost or not make it back to Flexpetz.com, the customer will be responsible for the cost of the product and will not be elgible for a refund.

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 an "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.

Please allow 15-30 days for your return to be processed and a credit or refund issued.

Product Return Policy (After 30 days)

We accept product returns in their original packaging, in brand new and saleable condition within 30 days of invoice date. This means from the time you place your initial order.

 

Authorized returns are eligible for a full e-store credit note or a refund in the amount of the total less the cost of initial shipping and a 35% restocking fee.

 

Please allow 15-30 days for your return to be processed and a credit or refund issued.  

 

• Returns must be requested within 30 days of invoice date.

• All returns must be accompanied by a Return Authorization Number displayed on the shipping label. Please see below for details.

• Returned merchandise must be in brand new, resalable condition including the original, manufacturer-sealed packaging and all manuals, warranty cards, and accessories.

• Shipping charges are not refundable. Initial and return shipping charges are the sole responsibility of the purchaser, even in the case of purchases that initially qualified for free shipping. As such, the initial cost of shipping will be deducted from refunds of all orders over $200.

• Failure to return free items or gift with purchase items associated with your return will result in a charge for the full retail price of the item.

 

Returned products that fail to meet any or all of the above conditions may be denied at the discretion of our returns department.

 

Items damaged during return shipping may be eligible for partial credit at the discretion of our returns department.

 

Return Procedure

Please use the following procedure in order to complete your return.

 

  1. E-mail returns@flexpetz.com to obtain a Return Authorization Number. Please include the following information: name, e-mail address, invoice number, invoice date, item number, and reason for return. Missing information will result in the decline of your return. Return Authorization Numbers are issued within 2 business days of receipt of email request.
  2. Package your return in an appropriate box and be sure to write the Return Authorization Number on the outside shipping label of the box. Returns lacking a clearly visible Authorization Number will be refused.

 

Return Policy Exceptions

The following items are not eligible for return under any circumstances:

  • Personalized products
  • Wire, batteries, and wire break detectors
  • Used wire, under no circumstances will we accept used wire

 

Specific products that are not eligible for return will be clearly indicated as such on the product page.

 

Questions or Concerns?

Any questions or concerns regarding our return policy or your specific return should be directed to our returns department at returns@flexpetz.com

Why You Are 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 manufacturer, 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%. This amout is a loss to the company.

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 ways. 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.