| FREQUENTLY
ASKED ORDERING QUESTIONS:
1. I'm
not with an animal sanctuary, can I still place an
order?
2. Do you have
a minimum order requirement?
3. Can I place an order over the phone?
4. How is my shipping & handling fee calculated?
5. What forms
of payment do you accept?
6. Do you accept
merchandise returns?
7. What should I do if my merchandise
is damaged in transit?
8. What is your privacy policy?
9. Why buy from us?
10. What should I do if my order
doesn't go through?
11. Do you accept payment by e-check
or personal check?
12. Where’s My Stuff?
13. Does Sanctuary Supplies track
my package?
14. Does Sanctuary Supplies accept Purchase Orders (POs)?
15. What is the shipping & handling cost of my order?
1.
I'm not with an animal sanctuary,
can I still place an order? Yes. Although,
the majority of our customers are animal sanctuaries
and zoos, individuals may also place orders.
2.
Do you have a minimum order
requirement? No.
3.
Can I place an order over the phone?
Yes. If you would like to place an order, obtain a
shipping quote, or just ask a question, one of our
friendly customer service representatives will be
happy to assist you. Our phone line is open from 9am.
to 5pm. Monday through Friday Eastern Standard Time.
Call us toll-free at 1-877-886-1992. Only Visa and
MasterCard are accepted for phone orders.
4.
How is my shipping & handlingfee calculated?
Shipping costs are determined by the weight of the
products ordered, the shipping destination, and the
merchandise dollar total of your order. All packages
are shipped via FedEx Ground service or USPS Mail.
Delivery of in-stock merchandise is usually within 10-14 business days. If expedited delivery is required,
please call for a shipping quote. Fence kits are shipped
FOB Ohio.
5.
What forms of payment do
you accept? We accept Visa and MasterCard.
All other forms of payment are only accepted through
PayPal. Our payment options allow you to send payment
quickly and securely by utilizing the Secure Sockets
Layer protocol (SSL) with an encryption key length
of 128-bits, which is the highest level commercially
available.
6.
Do you accept merchandise
returns? To avoid merchandise returns,
we suggest that you ask questions about products you
are unsure of before placing an order. Before you
return items, you MUST
have a RA# from our Customer Service Dept. Items returned
without a RA# will not be credited or returned. Shipping
fees are non-refundable. If you are not completely
satisfied with any unused product, you may return
it within 14 days for a full refund, which is subject
to a 15% restocking fee. We do not accept returns
of any used products.
You may return merchandise if the following conditions
are met:
a. The item has not been used.
b. The item is in its original display package, which
must also be in new condition.
c. All parts, accessories, warranty cards, instructions,
etc. are enclosed.
d. You MUST
have a "Return Authorization Number" from
a customer service representative before sending any
merchandise back to us. Returns sent without a RA
# will not be credited or returned. All return postage
fees are the responsibility of the returner. Shipping
fees are non-refundable.
e. All returns must also be accompanied by a copy
of your invoice as proof of purchase.
f. Unless other merchandise of equal or greater value
is ordered when we receive the merchandise, a 15%
restocking fee will be deducted from your refund check
or credit.
g. When you return merchandise, be sure to package
it in a separate box with crumpled paper or foam for
protection. We cannot be responsible for returned
merchandise that arrives damaged because it was not
properly packaged. We also cannot accept returns that
arrive C.O.D.
h. Returns are only accepted within 14 days of delivery. TOP
7.
What should I do if my merchandise is damaged in transit?
If your merchandise arrives damaged, you must notify
us before returning it. We must be notified within
2 days after you have received your shipment to insure
proper handling of your claim. Some shipping companies
require that a representative come to your home. Keep
all the original packaging. Do not discard the shipping
box.
8.
What is your privacy policy? At
Sanctuary Supplies your privacy is very important
to us. Sanctuary Supplies never sells, distributes
or trades your name or personal information. Your
personal information is only used to process your
order or request.
9.
Why buy from us? Sanctuary
Supplies is a different kind of company. In addition
to offering supplies and services at discounted prices,
we truly care about our customers. Whether you have
1 or 100 animals, we are here to help you with fast,
friendly customer service. No request is too big or
too small. Give us a try, you'll see the difference.
10.
What should I do if my order doesn't go through?
a. First, make sure you are using a Visa or MasterCard.
All other forms of payment are only accepted through
PayPal.
b. Second, make sure the billing address that you
entered matches the billing address of your credit
card.
c. Third, if you have an APO address or live in Canada,
a foreign country, Alaska, or Hawaii, you must call-in
your order. Shipping charges for these destinations
cannot be calculated on our website.
11.
Do you accept payment by e-check or personal check?
Yes. Payment by e-check is only accepted through PayPal.
Orders placed by e-check through PayPal will not be
shipped until the funds clear into our account. This
will delay the shipping of your order by 4 to 5 business
days. Payments made by personal check will also not
be shipped until the funds clear into our account.
This will delay the shipping of your order by 10 to
14 business days. There will be no exceptions to this
policy. Business days are defined as Monday through
Friday and exclude weekends and holidays.
12.
Where’s My Stuff?
Please check your email. When your orders ships, you
will be sent notification via email. Delivery of in-stock merchandise is usually within 10-14 business days.. If you need
your order by a specific date, please call our customer
service department at 1.877.886.1992 to make sure
your item is in stock before placing your order. In
order to receive shipment notification via email,
please provide a functioning email address and make
sure you enable your spam filters to accept email
from Sanctuary Supplies.
13.
Does Sanctuary Supplies track my package?
Sanctuary Supplies provides tracking information to
you via e-mail so it is easy for you to keep track
of the progress of your order. In most cases, orders
are shipped via Fed Ex Ground and you have up to 30
days to track a package at FedEx.com.
14.
Does Sanctuary Supplies accept Purchase Orders (POs)?
Sanctuary Supplies no longer accepts Purchase Orders (POs) from any organization. All orders are required to be prepaid through a purchasing card (credit card), check or money order prior to shipment.
15.
What is the shipping & handling cost of my order?
Simply place the items you would like to order into the shopping cart and then type in your "Ship To Zip Code". Your shipping & handling cost will automatically be totaled.
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