Return Policy and Conditions of Use

f you have any other questions, Please use the Customer Service Contact Form or call us Toll Free (800) 865-6734.

Q:What is your Return Policy?
A: Sending Returns Back to the Online Store:
  • Fill out the Online Return Form
    Sorry, but no returns will be accepted without this Online Return Form filled out.
  • Returns need to be requested within 30 days of invoice date. Initial outbound and return shipping charges are NOT refundable. In the event your purchase order initially shipped with free or discounted shipping,our outbound shipping and handling costs will be deducted from the refundReturn Policy Exceptions listed below.
  • Returns must be new and unused condition and packed in the original manufacturers packaging.
  • Returns must include all components of the original manufacturers package. Returns must include the original invoice dated.
  • Wait for an RMA NUMBER and shipping address to ship your product back to.
  • Please put the RMA NUMBER in the following two places : 1.) on your invoice to include in with the package, 2.)on the lower left hand corner of the box you are sending the product back in.
  • Re-pack your return (in the original carton and/or packaging) and send it to the proper address we provide you along with your RMA NUMBER.
  • For your protection we suggest you ship your package prepaid and insured.
  • Include your original invoice so we can properly and quickly refund your money.
  • Please note whether the product packaging was opened and/or the product was used.
  • Ace Pet Products cannot be responsible for returned packages that are lost or damaged in transit(mail).
  • If these instructions are followed properly, you should receive your Return Authorization Number via email within 24-48 hours.
  • Please allow 14-21 days, although it is often less, for your return to be inspected and for Accounting to refund your money.
  • Return Policy Exceptions: Due to manufacturer policies, the following products are to be returned to the manufacturer and are subject to a 20% restocking fee (unless otherwise stated) PLUS the cost of outgoing shipping and handling even if the initial outgoing shipping was "free.":
    • Ergo products (AutoPetFeeder),
    • KittyWalk Products (30% Restocking Fee),
    • Ideal Pet Products
    • Mr Herzher's
    • Agility Equipment, Dog Kennels,
    • Outdoor Kennels,
    • Pet Playpens,
    • Small Animal Cages,
    • Dog Tracking Systems (Innotek & Tracker)
    • Litter Boxes
    • Dog Crates
    • Pet Gates,
    • Pet Fences,
    • Pet Strollers,
    • Dog Houses,
    • Pet Stairs,
    • Pet Crates,
    • Pet Carriers,
    • Pet Ramps,
    • Pet Patio Doors,
    • PIF-300 Wireless Containment System,
    • Accessories that go with the above products.
    • K&H products do not qualify for refunds, only replacements for defects
    • Pet Gear brand products do not qualify for refunds, only replacements for defects.
    • All Ergo returns or defectives will be handled directly through Ergo Systems at the requirement of the manufacturer. Contact can be made directly with Ergo or through our returns department.
  • Items displaying wear are not eligible for a refund.
  • Merchandise must be in a new re-sellable condition, in the original unopened packaging and must include manuals, blank warranty cards and all accessories provided by the manufacturer. All returns will be inspected by our returns specialists. Partial returns and/or damages will NOT receive a full credit. Items damaged through "wear and tear" or due to return shipping damage will receive PARTIAL or NO CREDIT at the discretion of Ace Pet Products.
  • If the item returned is NOT free of pet hair, debris and/or odor, your refund will be less than the original charge to you or no refund at all.
  • Containment Systems wire that has been removed from the spool and/or placed in the ground or installed and flags that have been used will receive a deduction from a containment system refund.
  • Electronic Pet Products (Dog Fences, Training Collars, Bark Collars) We offer a 30 day return policy on electronic pet products. Return requests must be submitted within 30 days of the Invoice date. Product must be returned in an new condition, in unopened packaging, otherwise, you may incur restocking fees. Deductions will be made for open packaging, missing items, and damaged or dirty items. Initial cost of shipping, even if represented as free can not be credited back.
  • Because of Health, Safety & Welfare Laws all Pet Beds and Pet Pads cannot be returned so they do not qualify for a refund.

If you have any other questions, Please use the Customer Service Contact Form 
or call us Toll Free (800) 865-6734.

Q:What if I decide to cancel my order?

    We strive to process your order as quickly as possible in order to get it to you in a very timely manner. If you decide you must cancel your order, please do so by calling our toll-free number 1-800-865-6734 within 4 business hours of order placement, or before your item has been shipped-whichever comes first. Emailed cancellations cannot be accepted. Orders cancelled after the 4 hour limit, but before shipment, will be charged a 10% cancellation fee. Once the order has shipped, it becomes our customer’s responsibility and a Return Authorization Number must be obtained once your order has arrived.


Q:How do I refuse delivery on my order?

    Should you decide to refuse receipt of an item when delivered by UPS, USPS, FedEx or common carrier and legitimately ordered from us, credit will be issued for the itemminus shipping charges and minus a 20% restocking fee. The credit will be issued once the item has been returned to us and after inspection by our return specialists.


Q:On International Orders how to exchanging non working product?:
A: Should there be a problem with your product upon arrival or at a later date the customer will incur the shipping costs both ways: Shipping the unit back to Ace Pet Products and the costs for Ace Pet Products to ship a new unit back to the the customer.
Q:How many different ways are there to order from Ace Pet Products?

    Ordering over the Net is safe and easy. When you order from Ace Pet Products over the internet, you connect with our secure server which protects your credit card and personal information. Netscape users should see the unbroken key symbol when you connect with our ordering page. Shortly after placing your order on-line, you will receive an e-mail confirmation of the order you entered on-line.


    Our phone hours are from 7:30A.M. - 6:00 P.M. Pacific Standard Time. Monday - Friday (except for major national holidays). Voice Mail messages are accepted 24 hours each day, seven days each week and are returned typically the same day you call. Call 1-626-797-9457.


    You may send your order to us by fax - 626-797-9460 if you like. Be sure to include all item #'s and the full item name and price, as well as your name, address, phone and e-mail (if available). Also remember to include any shipping costs if you want expedited service. Otherwise it will be shipped via standard delivery.

Q:What methods of payments do you accept for orders from Ace Pet Products?
A: Ordering From Ace Pet Products:
  • Credit card orders are accepted on-line or by phone. Please be assured that all credit card transactions are encrypted to prevent your credit card number from being stolen.
  • Checks will be held until they clear the bank (approx. 10 working days) before an order will be shipped.
  • Money Order or Cashiers Check: We will ship your order the same day we receive your Money Order/Cashiers Check .
Q:What is your Privacy Statement?
A: Our Privacy Statement:

    Your privacy is important to us. Ace Pet Products does NOT sell or rent our customers names, addresses or e-mail addresses to anyone. We send out e-mail notifications on products, special promotions, etc. from time to time. If you ever get e-mail from us and you DO NOT want to continue receiving these messages, simply reply with the word REMOVE in the subject line and we will remove your name from our e-mail lists. We appreciate your business.

Q:Is it Safe to order online with a credit card?
A: Yes, all internet transactions are encrypted thru our secure server, to prevent your credit card number from being stolen. Our servers utilize industry proven 128-bit SSL encryption for processing.

If you have any other questions, Please use the Customer Service Contact Form or call us Toll Free (800) 865-6734.