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 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?

Holiday Shipping Information - To have your items delivered in time for the holidays, please place your order no later than 12p.m. EST on Friday, December 14th. Orders placed after this deadline cannot be guaranteed to arrive in time for the holiday unless an expedited shipping method is selected. For last minute shoppers, Sanctuary Supplies offers gift certificates that can be ordered and delivered electronically as late as December 24th.

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 shelters, 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 fee 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 7 to 10 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. You may return merchandise providing:

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.

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 in 7-10 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.