Is it safe to use my credit card when I order?
Yes. When you place your order, you will pay through PayPal, who accepts all major credit cards. PayPal offers 100% protection against unauthorized payments sent from your account. You will not need or have to sign up for a PayPal account to use this feature.
How will my order be shipped?
All orders will be shipped via UPS, FedEx, or United States Postal Service. Larger items may be shipped by commercial carrier.
How long will it take to receive my order?
7-10 business days after the order has been received and payment processed.
What is your return/refund/cancellation policy?
All returns must have a return merchandise authorization (RMA) number in order to be returned. Please contact us at support@sunhillpetsupplies.com to obtain an RMA number.
We try our best to fill your orders correctly, however we can make a mistake and send you an item you did not order. In this case return it and we will credit your card for the full value of the item PLUS outbound shipping AND return shipping. Wrongly shipped items MUST be returned in their original product package with all documentation in order for proper credit.
If you are disappointed (does not include damage claim) with your purchase for any reason you may return it within 30 days of the purchase date. We will take it back, but YOU will have to pay for outbound and return shipping. In order to receive the correct refund, original product packaging and documentation is required and product MUST be in resalable condition. PRODUCTS RETURNED WITHOUT DOCUMENTATION OR IN NON RESALABLE CONDITION WILL NOT BE CREDITED.
If the product is defective, please notify us within 36 hours and return it to us along with the original product packaging and documentation for full credit, including return shipping.
Damage in shipping that is beyond our control cannot be refunded UNLESS you requested insurance on the shipment. Damage in shipping MUST be reported within 36 hours of receipt of order, so we can begin the claims process. KEEP ALL PACKAGING AND PAPERWORK FOR PROCESSING UPS CLAIMS.
UPS includes up to $100 insurance on all shipments (additional insurance can be requested at a charge). Credit for items damaged using UPS will be claimed with UPS. Please notify us of any damage and SAVE everything. We will put in the claim.
USPS has NO insurance unless you request it. If you did not request insurance and an item is damaged, we cannot process a claim. NO refunds on International shipments unless you request insurance.
Continental USA, Alaska, and Hawaii - Handling Charge is $2.99.
Do you take international orders?
Not at this time, but please check back.
How can I place my order if I experience difficulty with the website?
If you have difficulty placing your order, please feel free to call us at 1-877-603-5078 toll free between 9:00 a.m. and 7:00 p.m. Eastern Standard Time, Monday through Saturday, and we will take your order over the phone.
