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.
2011 Complaint Reduction Action Plan (C.R.A.P.)
2010 brought relatively few customer service issues. There are some things we need to improve on. Hoping to make this year a “zero defect” year! Here are a few things that have cropped up once in a while, and what we are doing to resolve them. Your comments are welcome!
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. I tried to find a way to increase the font on the reciepts our virtual cash register spits out, no luck so far. We are now making a habit of highlighting the quantity on the invoice for 2+ item lines.
Problem: Package arrived late/not at all
ACTION: We use the good old post office and normally they are pretty reliable, but we have had a few cases where it got delayed. We verify addresses in Stamps.com, add zip plus 4 in most cases, and we try to get all the packages out the same day if the order arrives by about 1pm Pacific. Not sure what else we can do, switching to UPS probably would have the same problem?
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.