Introduction

We want your experience ordering from Atlas Pet Supply to be convenient and hassle-free. This Shipping & Returns Policy provides key information about the methods, costs, timelines, and processes to follow when purchasing, shipping, and returning products from our website or retail locations. Please review this Policy prior to placing an order so you know what to expect.

Shipping methods and delivery timelines

We offer various domestic and international shipping options with different transit times and costs so you can choose the method that meets your needs and budget. Shipments are sent from our headquarters in Anytown, USA or partner distribution centers closest to you.

Domestic shipping

For customers within the continental United States, we provide the following shipping options:

Standard Ground – Transit time is 2 to 7 business days depending on your location. Free for orders over $50. Flat $7.99 rate for orders under $50.

2-Day Express – Guaranteed transit time is 2 business days. Flat rate of $12.99 per order.

Next Day Air – Guaranteed transit time is next business day. Flat rate of $24.99 per order. Some remote postal codes do not qualify.

Orders generally ship within 1 business day via USPS, UPS, or FedEx. Large items may arrive later via freight truck. We will provide tracking information when your order ships so you can follow its transit progress.

International shipping

For customers outside the continental United States, we offer the following options:

USPS First Class Mail International – Transit time varies but averages 7 to 21 business days depending on customs clearance times. Flat rate of $17.99 per order.

USPS Priority Mail Express International – Guaranteed transit time from the U.S. is 3 to 5 business days depending on destination country. Flat rate of $44.99 per order.

International orders may be subject to import duties, taxes, tariffs, customs delays, governmental regulations, and other non-standard postal delays outside our control. We provide international tracking until the shipment reaches your country’s main postal center, after which tracking depends on your local postal service.

Large, heavy, or specialty item shipping

Shipping costs will be calculated accurately if you order any large, heavy, or specialty items such as pet crates, furniture, or accessories that incur oversize charges. You can request a shipping quote during checkout or contact us beforehand so there are no surprises.

Risk of loss and damage

Atlas Pet Supply takes precautions like rigid outer packaging and appropriate filler materials to protect products during shipment. However, risk of loss and damage transfers to you when the carrier takes initial custody, or for pickup orders, when you or your agent take possession. Please inspect deliveries promptly and keep all packaging materials in case return shipping is required.

If an order arrives damaged due to carrier mishandling, accept delivery but note “DAMAGED” clearly on the carrier’s receipt before signing your name. Save photographs documenting the damage and contact us promptly so we can appropriately resolve the issue using insurance and claims processes.

Backorders

Occasionally an item may be temporarily out of stock and delivery cannot be fulfilled as initially expected. We will contact you regarding any backordered items from your purchase to confirm if you approve keeping the backorder open or wish to cancel just those items. You will only be charged for items shipped, excluding any canceled backorders.

Refused packages policy

Refusing a shipment without contacting us first for return shipping arrangements, labeling instructions, or adjustments is problematic. The carrier will return refused packages to us, adding delays, fees, and further costs to you and our operations. Please instead notify us promptly so we can make proper arrangements. After multiple shipment refusals, we reserve the right to close your account and refuse future orders.

Shipping order changes

For pending orders that have not yet entered fulfillment preparation, you can request order modifications like adding or removing specific items, adjusting quantities, or updating the shipping address. Contact us as soon as possible with change requests before the warehouse fulfillment process begins.

Returns and refunds

If you are unsatisfied with products received from Atlas Pet Supply for any reason, you may return eligible items for a full refund or replacement, subject to the policies below.

Returns eligibility

Most new, unopened items in original packaging can be returned within 30 days of delivery for a refund or exchange if the return process is followed properly. We cannot accept returns on made-to-order or other custom items produced specifically for you. Special exceptions may be made in some situations – please contact us to discuss further.

Refund processing timelines

Once we receive and inspect your return to confirm it meets eligibility criteria, refunds will be issued within 2 to 5 business days. Refund amounts will equal the price paid for each returned item, excluding the original shipping charges. Actual bank posting times vary.

Return shipping instructions

Please follow these steps when returning orders:

  1. Initiate the return process through your account portal or by contacting Customer Service within 30 days of delivery. We will provide a Return Authorization Number and return shipping label if the return is approved based on eligibility criteria review.
  2. Repackage the return carefully using all original boxes, packing materials, tags, and labels. Seal securely with appropriate tape and protective outer packaging.
  3. Affix the provided return label with the RA Number prominently visible. Drop off with your preferred mail or parcel carrier in time to meet the 30 day deadline.
  4. We recommend returns be sent with tracking and appropriate insurance in case of loss or damage during transit. You may select any shipping method but we cannot refund additional shipping expenses beyond the provided return label.
  5. Once the return is received and eligibility confirmed, the refund will be issued via your original payment method within 2 to 5 business days.

Important reminders for returns:

Contact us

If you have any other questions about Atlas Pet Supply???s shipping methods, delivery timelines, return policies, or need to provide feedback about your order experience, please contact us through the following channels:

Email: support@onan-generator.com
Phone: (555) 555-0123
Mail: Atlas Pet Supply Headquarters, 123 Main St, Anytown USA 12345

We aim to respond to all inquiries within one business day. Our customer service team is available Monday to Friday, 9 AM to 5 PM Eastern Standard Time. We look forward to serving you!