90 Day Guarantee Plus
DID YOU get the wrong item or quantity? Is something kinda shoddy? Is it taking too long? Contact us and we will make it right. Here’s our customer service policy;
RETURNS. Generally, we will refund the original amount paid including up to $5 of the original shipping, (see below)- if you tell us you want to return it within 90 days of the day we ship the product. No reason needed.
SERVICE WITH A FROWN: Why? Having unhappy customers makes us unhappy. I usually mumble, Teresa makes faces; blame will be assigned, people get defensive. But that’s all behind the scenes stuff. (This is why we don’t have a bricks & mortar store.)
IMPORTANT: Please email or call us before returning anything. Here’s why;
- Some items may be expensive to ship, so we might ask you to return only a portion
of the defective product, or work out something.
- Some items may need to be returned to other addresses. (Manufacturer’s Warranty)
In many or most cases you will have your choice of refund or replacement. Other times we will be at the end of the line for item(s) you purchased, so if we are completely out then of course we can only refund.
PLEASE NOTE that you don’t need a reason, If your ferret can’t wear it, If your husband the car salesman says “Everything must GO regardless of profit or loss!”, If you bought it as a gift for someone but you can’t give it because of the restraining order, WE DON’T CARE. Customer satisfaction is the thing.
Now about that SHIPPING REFUND; We will refund the shipping you paid us, up to $5.00, in addition to the product refund; if it’s only a partial return we will refund part of the shipping. Returning the item(s) is generally at your expense. We may go beyond these promises in the interest of customer service at our discretion.
2016 Complaint Reduction Action Plan (C.R.A.P.)
There have been relatively few customer service issues this year. Less than one half of one percent of total sales. Granted, some people won’t bother to complain; even so, that’s pretty good. There is always room for improvement, to wit;
Problem: incorrect item counts
(Sent 1 instead of the 2 you ordered, etc.)
ACTION: The problem here is, our old eyes don’t work so good anymore. We both have reading glasses, and there is a magnifying lamp on the packaging desk, so it’s really no excuse. UPDATE: Teresa got cornea transplants last year, this problem doesn’t crop up anymore. Yay medical science!!
Problem: Package arrived late/not at all
ACTION: We try to get orders that are placed by 1pm Pacific down to the post office on the same day. We now screen and verify addresses using available tools, if the post office reports a possible undeliverable address and we can’t identify the problem with our research tools, we will contact you for confirmation before shipping.
Problem: The order is rejected, I email the customer, they call in 2 weeks wondering where the stuff is.
ACTION: I probably should start requiring email addresses on orders, but even then the email from us often lands in the spam bucket. This year we will make more of an “gumshoe” effort to find and contact these customers.
Problem: Merchandise quality (Lack thereof)
ACTION: The only defense is to send quality merchandise. We have been known to reject products on arrival, and we often test and inspect items on the shipping table. It’s a lot less hassle to toss it now than to have to deal with an angry customer, and defective items naturally gets people’s fur up. Nobody likes to feel like they are getting ripped off.