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Questions

We care about your pet's health and welcome the opportunity to assist you by answering all of your questions. Whether you have questions and/or concerns regarding your animal or any of our animal health products, we welcome the opportunity to help! Please contact us at edean@naturalpets.net.

Contact Us

Mailing address: (for our US based customers)

PO Box 1461
Point Roberts, WA
98281-1461.

Please contact us for our Canadian mailing address.

Phone number: (604) 591-6168

Please note that our business hours are 8:30 - 4:30 PST. Although there is voice mail for after-hour business calls, there is no voice mail before 8:30AM.

Email: edean@naturalpets.net

Shipping

Shipping Charges

All orders to a United States address, including Alaska, Hawaii, and APO/FPO locations are shipped with the US Postal Service (USPS) from Washington state, ensuring hassle free shipping for our US customers.

All orders within Canada are shipped with Canada Post and International orders are shipped with either USPS Global Priority Mail or Canada Post Small Packets (depending on the product(s) ordered). Shipping rates for all of our customers will vary depending on the destination and total weight of your order.

For US orders, unlike other online or catalogue-based retailers, our shipping charges are based on the total weight of your order and the destination. And, since we do not charge any Handling Fees - you pay what we pay. Please see our 'Shipping Charges' below.

For our Canadian customers, due to higher postage rates, we offer a flat-fee (up to 1lb total weight) of either $6.00 (western) or $7.50 (eastern) depending on the province. Orders over 1lb are charged according to the total weight as well as destination. Again, since we do not charge any Handling Fees - you pay what we pay. Please see our 'Shipping Charges' below.

Our average order (in stock) ships within 1-3 days Monday-Friday, however, occasionally we find ourselves out of stock on a product and awaiting its arrival. Although this does indeed sometimes occur, we try hard not to let this happen. Upon being notified of the product being out of stock, we will also inform you of its expected arrival date. If it is expected to arrive within 1-3 days, your order will be shipped complete, however, if it is a longer time frame, we may backorder the product (and ship it immediately upon arrival) and/or offer an alternative (usually the same product in a different quantity, etc). Please note that we do not backorder any product for Canadian orders.

Insurance Policy & Delivery Confirmation - To ensure the safe arrival of your order, all products are shipped in either cardboard boxes with plenty of filler (ie popcorn chips) or appropriately wrapped in either poly foam or bubble wrap. If you still feel you would prefer to insure your order, no problem! Just let us know. If insurance is not selected, we will not be responsible for lost or damaged product.

All orders being shipped to a business address will be charged either Delivery Confirmation (for our US customers) or Insurance (for our Canadian customers). If we are not informed that the address is business related, we will not be responsible for lost product.

Shipping Charges

Returns

We strive for your total satisfaction! However, if an animal health product needs to be returned, an authorization number for return must be obtained within 10 business days of receipt of goods. Returns on unopened products will be unconditionally granted but must be received at Natural Pets within 10 days thereafter. Full shipping charges will not be refunded. Should your order be returned to Natural Pets by default (eg. held at post office after several attempts to deliver were unsuccessful, failure to pay duty for international orders, etc) or if not returned according to the policy above, a 25% restocking fee may apply in addition to full shipping charges not being refunded.