Customer Service If you have any questions regarding your order, or for any additional information you may need, please feel free to contact us at: info@echolakepetsupplies.com, or call any day of the week between 9:00am and 7:00pm est. at 973-853-2006
Minimum Orders: Due to minimum order stipulations implemented by our distributor, Echo Lake Pet Supplies is forced to require a $25.00 minimum order policy. Shipping and sales tax costs not included.
Our Guarantee We guarantee that your product will arrive new in it's original box as described and free from defects when you receive it. Should you receive a defective product, contact us within 72 hours of its arrival at 973-853-2006, or e-mail us at info@echolakepetsupplies.com with the particulars and follow our instructions. Some of our products come with a manufacturer warranty, but not all. The information will be inside the product box if there is a warranty available from the manufacturer.
Payment Information We accept Visa, MasterCard, Discover, PayPal, Check, or Money Order payments. We are available for phone orders between the hours already specified above.Due to surcharges implimented by our distributor, Echo Lake Pet Supplies has been forced to apply a $25.00 minimum order policy.
Shipping Our items are shipped via fedex ground and you will be charged based on the weight and size of the item as well as your location. Fedex will NOT deliver to PO boxes, so please only order using a street address. Due to size constraints, multiple purchases of large items will not reduce shipping cost per individual item. We choose this method as opposed to flat rate shipping because on large, heavy items the dollar difference between zones can vary greatly.
All our items are shipped directly from our supplier's facilities. Our items are generally shipped within one to two business days. Ground service delivery times are dependent upon your location and the location from which the product shipped. Generally you can expect your order to be in transit within 2 - 3 business days. Please note that these times are estimates based on the usual and are not a guarantee. We do our best to have your item delivered as promplty as possible, but if you are in need of it by a certain date you should consider these time factors before placing your order as we offer no expedited shipping options. We will send you a confirmation email when your package has been shipped which will include all your tracking information.
When placing your order, please verify that your shipping address is complete and correct. An incorrect shipping address will delay your package and will cause the shipping carrier to charge us a $5 address correction fee on each box shipped to that incorrect address. In order to recover the cost of the correction, we will charge your credit card the amount of the address correction.
Returns
Damaged or incorrect orders: Before returning damaged or incorrect merchandise the buyer must contact us within 72 hours of receiving the merchandise so we can issue a "Call Tag." The customer will be responsible for all shipping charges related to their return if they fail to contact us first. Returns must be made within 14 days of purchase and must be accompanied by original packaging material and accessories. We will not accept returns after 14 days of purchase. Returned items must be returned clean and free of animal residue, or we may refuse to issue credit. If shipper sends incorrect merchandise to the buyer, a correct item will be sent out within three business days of notification.
Returns by customer's request of non damaged orders: If the customer decides to return their merchandise, ie: ordered wrong size, changed your mind about the order, or any reason other than damaged or received wrong merchandise, the customer is responsible for all shipping charges on returned items. For proper credit, the packing slip must be placed inside the package. Once an order is placed it cannot be cancelled, however it can be returned, in which case the buyer must return the item within 14 days of their shipment notification. Returns on all customer requested merchandise (other than damaged merchandise) will be charged a 20% restocking fee. The customer MUST notifiy us first through e-mail or by phone when any order is being returned. The customer is also responsible for all tracking information associated with their return and is strongly urged to forward the tracking information of their return to: info@echolakepetsupplies.com . Once the merchandise is received and checked for damaged or used merchandise, an approval will be issued for a refund. This generally takes 10 working days from the time the merchandise is received back from the customer. You may want to insure your return; we cannot be responsible for lost or misdirected returns. If you paid for your order by credit card, Echo Lake Pet Supplies reserves the option to either issue a credit back to your credit card or refund using a company check. No refund will be issued until the returned merchandise is returned to the proper facility and is inspected and approved. Do not return your merchandise to the return address on the package, as our orders are sent out from a separate facility. Returns sent to the wrong address will be charged $11.00 for the additional shipping charges to be sent to the correct destination.
ALL RETURNS MUST BE SENT TO THE FOLLOWING ADDRESS ONLY:
