Pocket Pets Shipping & Returns Policy
Pocket Pets Shipping and Returns Policy
Shipping Policy
All orders typically ship within 48 business hours (M-F). Weather, technical difficulties, holidays, sales and other issues do occasionally affect us but our warehouse is dedicated to getting your order to you as quickly as possible. Due to the extremely high volume of lost packages being reported, shipments will be insured with signature delivery.
Carriers
We use FedEx and USPS to deliver our orders. Please note if you have a PO box, only USPS can be used.
Order Tracking
If a tracking number is provided by the shipping carrier, we will update your order with the tracking information. If you don't receive a tracking number within 48 business hours of your order, please contact us for an update at customerservice@sugarbears.com
Shipping Rates
The rate charged for the shipping of your order is based on the weight of your products and your location. The shipping rates are determined by the service and are calculated by the a live connection at the time of checkout.
Back Orders
If an item will be out of stock for more than a few days, we will notify you and give you the option of a refund or a later shipment. You will never be charged any additional shipping and handling for items that might ship separately due to a back order.
Returns, Refunds, Replacements & Exchanges Policy
How To Return An Item
Your item must be in its original unused condition to be returned and refunded, unless there is a manufacturer defect. Your must reach out to us within 30 days of your purchase. If you are unhappy with a used item, please reach out to us.
Items can be shipped to:
Returns Department
407 Old Stone Bridge Rd.
Goodlettsville, TN
37072
Please include in your package a signed letter stating the reason for your return and the original invoice.
Return Exceptions
Some items may not be accepted if their condition indicates they were consumed, or have been in any way used, worn, or altered. If you are unhappy with a used item, please let us know.
Restocking Fee
All returns are subject to a 10% restocking fee and this will be deducted from your refund. Original shipping and handling that you paid on the order will not be refunded, unless the return was a result of our error.
Replacements
Not customary, but if you fail to receive your order for any reason, please contact us within 30 days of your order and we will be happy to track your order down and, if warranted, replace your order at little or no cost to you. If we have a delivery confirmation from our carrier, we do reserve the right to file a claim on that package and get results before replacing the order. Each order will be reviewed on a case by case basis.
Here you'll find an abundance of resources dedicated to helping you raise happy & healthy sugar gliders.
DAILY TIPS AND TRICKS FOR NEW PARENTS
Over the years and 50,000+ adoptions, we've come to learn a thing or two about being good parents to baby sugar gliders. We understand that there is a TON to know and that you probably already feel overwhelmed! Don't worry, that's what this "how-to" guide is for! We've taken all the lessons that we've learned over the last 10 years and created a step by step approach to raising happy & healthy sugar gliders.
This guide is designed to be used as a daily tool, during your first month, or so, of parenthood.... But it's also great to refer back to whenever you have a specific question. Each "day" is broken down by a specific topic. Each topic will have a daily tip and some of the more important ones will even have additional videos, and "Ask the Vet" videos!. As always, we're here to help & can be reached by clicking here.
Save You Money While Keeping Your Sugar Glider Happy & Healthy!
Here at Pocket Pets, we understand that every dollar counts. As you know, all of us here have these little guys as personal pets and we know that there's nothing more important than providing the best for them. That being said we continually do our best to make sure that we come up with helpful resources with tips & tricks to help stretch your dollar the furthest it can possibly go.
Now, we're firm believers that the parents are the very best part of Pocket Pets. If you have any incredible ideas or suggestions, we're always looking for additional ways to be of service to this incredible community! If you'd like to share some tips or tricks of your own, be sure to make a video and then send us an email with a link to it. There's a very good chance that we'll promote your video to our entire community and feature you on our website!