Please be sure to read all the following information thoroughly before ordering. This page contains important information about warranties, return policies and other related issues.
General | Shipping | International Shipping | Cancellations | Refunds,
We want your shopping experience with us to be very positive! While our products and procedures are ultra modern, our commitment to old fashioned, personable customer service stands above all else. Where else can you call the company and speak directly with the owner? You can at Petwerks!
- Orders may be placed via our online catalog, or
by calling us at toll free (800) 956-3576.
- Payment is accepted via MasterCard, Visa, Discover,
American Express, PayPal, money order, or personal check.
- All prices are listed in US funds, and payment is required in US funds.
- In-stock product orders, including Bunny Abode condos, are shipped
within 72 hours of receipt of the paid in full order; often orders will ship the same business day!
- Checks returned by your bank for any reason will
be subject to a $25 fee. Returned checks unpaid for seven days will
be turned over to a collection agency. Future orders will be required
to be prepaid by credit card, money order or cashiers check only.
- Please bring any problems with your order (incorrect product, missing product,
incorrect price, etc.) to our attention immediately. We will correct any errors if notified within 14 days of you receiving your order! If we
have made an error on your order, we will of course correct it as
soon as possible with no additional charge to you!
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Shipping costs are determined by a number of factors including: package weight, package size, distance to location, etc.
Carefully consider shipping time frames. The anticipated date you will receive your order is determined by a number of elements. Please consider carefully.
Our office hours are Monday thru Friday 9a-3p PST. While we work hard to ship your order within 24 hours, a variety of issues can impact that such as supply deliveries, weather, Internet connectivity and the general human condition. As a general rule, we ship within 72 hours, or three business days.
Your package then enters what is called "shipping time in transit." UPS's delivery times begin when the UPS driver scans in your package. All time in transit periods are expressed in BUSINESS DAYS, or Monday thru Friday. This means if you select Next Day Air for a package that we ship on Friday, it would be delivered on Monday.
During busy shipping seasons such as the holidays, UPS may require more time in transit than normal.
Our location is in Turner, Oregon. You can find your standard "days in transit" period by checking this UPS map. Be aware that if you are already within a 3 day delivery location, selecting "3 Day Select" will not result in any faster service!
So please, plan ahead! Allow plenty of time for delivery of your items. However, if you need it yesterday, give us a call to see if we've completed the time travel option. If we haven't, we can at least try. It bears repeating: please plan ahead.
If you wish to visit our physical location in Turner, Oregon to pick up your order, you may do so! Simply place your order online, and let us know when you will arrive. Please note hours for order pickup are 9am - 3pm Monday - Friday. A 24 hour advance notice is greatly appreciated so we can make sure someone can be here for your pickup time. Thanks.
If you have any questions or concerns, simply contact us by phone (800) 956-3576 or email to firstname.lastname@example.org.
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Boxes containing Bunny Abode House Rabbit Condos are large, and
they are heavy. This results in some very expensive shipping costs
when the destination is outside of the continental United States or
Canada. As a result, we only directly ship to USA and Canada. However, we have shipped condos and supplies to Australia,
England, Singapore, Hong Kong and elsewhere via US based freight forwarders and will be glad to do so for you if you have a US based forwarder that you would like to use.
We will be glad to ship your order to you in Canada with UPS Ground to Canada service. The customer
is responsible for all shipping charges, and all import fees and duties.
Shipping charges and all import fees and duties are NOT refundable.
PLEASE contact your customs agency if you need an estimation of taxes
and duties that your government will charge you for importing items.
Canadian customers: All shipments to Canada are likely to attract
customs duty. Any such duties and taxes are charged once the shipment
has reached you and these charges must be paid by the recipient of the
shipment. Unfortunately, we have no control over these charges. If you
have any questions related to customs charges, you are advised to
contact your local customs office. However, if you happen to live near
the US border, it is often far more economical to have your order sent to a US location, drive over the border and pick your order up there.
We repeat: The customer is responsible for all shipping
charges, and all import fees and duties. Shipping charges and all
import fees and duties are NOT refundable. PLEASE contact your customs
agency if you need an estimation of taxes and duties that your government
will charge you for importing items.
If you have an issue with the currency exchange rate,
or the taxes and duties your country charges you, please contact your
customs agency and raise your concern. We have NOTHING to do with these
fees, we do not receive any funds from them, and we cannot change
how much is charged.
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- We understand that sometimes things change, and you may need to cancel an order you have placed. You may do so by calling or sending us an e-mail. Please include your name and order number when contacting us.
- Orders that are canceled before shipment will be assessed a 10% order cancellation fee. The balance will be refunded via business check. (This helps us keep costs low, as even refunds to credit cards cost a business a percentage of that transaction amount.)
- Orders cannot be canceled after they have been shipped. See our Returns section below.
- When canceling your order, please be frank as to whether there was a problem. Was there something we didn't do, or did do, which affected your desire to order from us? We are always looking for ways to better serve our customers, and your direct feedback is appreciated!
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Refunds, Returns, Replacements
Every item we sell comes with a guarantee that you'll like it, or
you can return it. Returns are subject to the following:
- Returned items must be in unused condition.
- All guarantees are void if customer does not follow assembly instructions,
or otherwise makes changes to the item design. Altered products may
not be returned for any reason.
- Customer must call or e-mail Leith Petwerks to request
a return authorization number within 14 days of receiving the shipment.
- Merchandise returned without authorization will be refused, and
the carrier will charge the customer freight in both directions.
- To avoid a
20% restocking charge, you must obtain a return authorization number, package the merchandise to be returned in the original
box and packing materials (or a suitable alternative that adheres to the shipper's insuring requirements), and include all accessories and instructions.
- Item is shipped back to Leith Petwerks at the customer's
expense via UPS Ground, Fed Ex Ground or other insured carrier with the package insured to cover the purchase price, and
in the original packaging.
- Leith Petwerks will issue a refund for the invoiced
price of the returned product minus any fees, if applicable. Shipping and handling charges are
not refundable. Shipping and handling fees are NOT refundable!
If an item is damaged in shipping, we will promptly
provide a replacement. You must follow these simple directions:
- Keep all packaging, packing and contents.
- We will ship replacement parts to you while
we file a claim with the shipper. You must retain the original box and all
shipping materials so the shipper can pick it up and finish the claim
process. After we initiate the claims process, the shipper may attempt
to visit the site of delivery to pick up the damaged item and
packaging. You may have to respond to the shipper to arrange a pickup time
that is convenient for you.
- All refunds for canceled orders and returns will
be issued by business check. (This helps us keep costs low, as even refunds to credit cards cost a business a percentage of that transaction amount.)
- If you receive a check from Leith Petwerks, please cash it in a timely fashion. Treat checks like cash; if lost, they can be replaced but you will be charged for all associated fees such as (but not limited to) bank processing fees, printing fees, and postage fees associated with the replacement. The replacement check will be issued for the amount of the refund MINUS all associated fees.
- ALL refunds going to overseas addresses will be sent via PayPal ONLY. if you do not use PayPal, you may opt for a store credit.
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