Term of Use

Free Shipping

If you are eligible for free shipping, your order will be sent by our preferred carrier in your area with the standard level of service.

Returns

You may return an item within 7 days of receiving the product. Returned item(s) MUST be in unused, re-sellable condition and in the original packaging.  To return any product you must call or email one of our Customer Service Representative to discuss the details of your return.  Customers may return items for exchange or refund where appropriate (EXCEPT for associated freight/shipping charges) within 7 of receiving the product(s).

SOOS™ does not pay for shipping costs for customer returns. We reserve the right to accept returns up to 7 days from when the product and is shipped to us using your local carrier. We will reimburse you the full amount of the product minus the shipping fees.

Damages

Although we use the utmost care in shipping our products, if the package AND product appear to be damaged at the time of delivery, you have the right to return it. Contact a SOOS™ Customer Service Representative to discuss the problem and arrange for replacement product(s). Please return all damaged shipping cartons for inspection by the courier or common freight carrier.

SOOS™ will cover the cost of shipping for returning a damaged item, but you MUST contact our company first and provide photographic proof. SOOS™ Customer Service Representative will assist you in completing all necessary arrangements in order to return your product.

Unfortunately, SOOS™ is not responsible for damage due to freezing and/or low temperatures when shipped and we are unable to replace or refund these items. 

Defective Merchandise

At SOOS™ we firmly stand behind our products. In the rare event that you experience a defective product, please contact SOOS™™ Customer Service Representative for information regarding defective merchandise: sales@soospets.com

Defective Merchandise Shipping

SOOS™ will pay the return shipping cost for defective merchandise. Rest assured, SOOS™ will employ all available resources in order to ensure that your item is replaced promptly and without hassle.

Full Reimbursements

Full reimbursements (including shipping & handling fees) are only offered if:

• You received a damaged product (picture must be included)

• You received the wrong product

• Manufacturing defect

• Falsely Labeled

Other Reimbursements

Other reimbursements (excluding shipping & handling fees) are accepted if the product is returned within 7 days of delivery. Products should be inspected and tested immediately for defects and faultiness upon receiving the order. This will help ensure the product is returned within the 15 days of purchasing it.

Return Address

Please speak to a Customer Service Representative to discuss where to return this product.

Orders & Pricing

SOOS™ will do everything possible to fill your orders quickly. We will endeavor to have your order leave our warehouse within 2 business days of receiving your order (weekends excluded.) Our associates will inform you if an item is out of stock or backordered, and will provide you with an ETA (or if you’re in a hurry, with a viable substitution for the item you’re looking for or full refund). We will always call you if there is an issue with promptly fulfilling your order.

We strive to keep our prices in effect as long as possible, but occasionally we experience significant price increases from our suppliers. Our policy is to try to absorb these price increases but with shifting exchange rates, this is not always possible. Your Customer Service Representative will be happy to discuss and verify the current prices of products with you. While we take every effort to prevent errors, mistakes do happen, and we reserve the right to correct any errors found without notice. 

Bulk Orders (Distributors & Groomers)

Although we are unable to offer any online promotions or shipping specials with regards to bulk orders, a Customer Service Representative will be happy to discuss how we can best help you. Please contact your Customer Service Representative for more details. Promotions online or on the website www.deluxepetsupplies.com are for Canadian citizens buying products in Canada. For USA or other countries promotions, please contact your SOOS™ sales representative. 

Payment

SOOS™ accepts Visa, MasterCard, PayPal Visa Debit and MasterCard Debit for all phone or online orders. 

Sales taxes will be charged accordingly to each Provincial Sales Tax rate. Sales tax does not apply to orders out of Canada.