Pet Pointe Policies
Pet Pointe Policies
We take Privacy very seriously. We handle your personal information as we wish others would handle ours. Pet Pointe does not share, sell, or lease retail account information without the customers explicit permission. On occasion, Pet Pointe may send you unsolicited mail or email regarding new promotions or sales. If you would like to remove your name from these notifications, send an email to canidaeLAMS@aol.com. Pet Pointe forwards the name, address and phone number of all retail sales outlets to the Canidae Corporation for inclusion on their web and telephone based referral service.
UPS Shipping. Orders are generally shipped Monday - Friday with the exclusion of major holidays. Please check HERE for planned schedule interruptions. Orders received before 9am central generally will be shipped the same day, otherwise it is shipped the next business day. Backorders: Partial orders will be shipped when the item on backorder is expected to be available in 10 business days. Credit Card Processing: Your credit card is not charged until the product is shipped. Pet Pointe reserves the right to ship with the carrier of our choice. Shipping rates are calculated from zip code 75228 in Dallas, Texas. The actual shipping rate is charged with an additional $1-5 handling fee per order, based on order weight and dimension. UPS shipping rates are not confirmed with the customer if less than $50. If you would like more information regarding shipping rates please contact canidaeLAMS@aol.com. Pet Pointe generally does not accept orders outside the continental United States.
Freight / Truck Shipping. Pet Pointe generally ships via Con-Way Southern Transportation and their affiliated partners however we reserve the choice to ship with other carriers as necessary or practical. Pet Pointe will coordinate third party shipping with carriers of the customers choice. Typically freight orders are over 500 lbs and are delivered shrink wrapped on a standard pallet to a business or commercial address. Freight orders are shipped "pre-paid" unless otherwise negotiated. Customers are responsible for any accessorial delivery fee's (residential delivery, re-delivery, inside delivery, appointments etc). Damages must be documented on the shippers delivery receipt and reported to Pet Pointe within 2 business days in order to receive proper reimbursement.
Credit Cards. On-line credit card transactions are processed through our certified secure server. Pet Pointe does not save customer credit numbers unless requested to do so by the customer; Pet Pointe does not process saved credit card numbers unless requested to do so by the customer. Credit Card information that is requested to be saved is held in a secured , limited access password protected environment.
Combating Credit Card Fraud. Pet Pointe reserves the right to challenge questionable transactions. Pet Pointe generally challenges orders when the "bill to" and "ship to" address vary or when other possible irregularities exist. We do this in protection of our interests and yours -so if we do contact you, don't be offended!
Guarantee's. Pet Pointe honors the Canidae money back guarantee on all pet food products. If you are dissatisfied with the Canidae product, for any reason, simply return any unused portion to Pet Pointe with a description of the problem. Pet Pointe will refund the purchase price of the product minus any shipping and handling fees.
Coupons and Special offers. Due to technical difficulties of managing manufacturers coupons, Pet Pointe only re-deems "Breeder, Trainer and Rescue" coupons. Coupon value does not include shipping and handling charges.
nternet Sales Customer Support. Customer support for internet retail sales is done by email to canidaeLAMS@aol.com.or by fax to (775) 458-5524. We make every attempt at replying to email or fax inquires within 24 hours.
Wholesale Sales Customer Support. Wholesale customers will be supplied with a toll-free customer support number which is available Monday-Friday, 9am to 3pm.